The COPC® Certification Process includes professional consulting, training, installation, and benchmarking services designed to infuse your operations with a rigorous measurement system by which to analyze and improve all customer-touch activities.
COPC® Certification to the COPC-2000® CSP Standard ensures the COPC® Performance Management System is properly implemented and producing results.
COPC® Certification to the COPC-2000® CSP Standard ensures the COPC® Performance Management System is properly implemented and producing results.
The COPC-2000® CSP Standard is a Performance Management Framework designed to deliver results in Customer Service Provider (CSP) contact center environments including Call Centers,
E–Commerce Centers and Transaction Processing Operations. It is relied on as the global standard for implementing contact center best practices that improve performance metrics in customer satisfaction and service, inbound and outbound sales, dispatch, collections, retention, remittance processing, fulfillment and other related service operations.
The COPC® Certification Process includes professional consulting, training, installation, and benchmarking services designed to infuse your operations with a rigorous measurement system by which to analyze and improve all customer-touch activities.
COPC® Certification to the COPC-2000® CSP Standard ensures the COPC® Performance Management System is properly implemented and producing results.
E–Commerce Centers and Transaction Processing Operations. It is relied on as the global standard for implementing contact center best practices that improve performance metrics in customer satisfaction and service, inbound and outbound sales, dispatch, collections, retention, remittance processing, fulfillment and other related service operations.
The COPC® Certification Process includes professional consulting, training, installation, and benchmarking services designed to infuse your operations with a rigorous measurement system by which to analyze and improve all customer-touch activities.
COPC® Certification to the COPC-2000® CSP Standard ensures the COPC® Performance Management System is properly implemented and producing results.
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Peter Bloom
President and Co-Founder
COPC Inc.'s proficiency in all facets of customer contact is widely recognized and is the result of hands-on experience within a myriad of industries and applications. Peter is an authority on operational performance and benchmarks on a global basis having conducted more than 250 in-depth operational audits/reviews in 25 countries across 4 continents.
Using the business acumen developed during his time as a partner at Mercer Management Consulting, as well as his 5 years as COO of several manufacturing companies, Peter brings a proven record of excellence in line management and consulting to the COPC Inc. team. His implementation of world-class operations improvement at several manufacturing companies enables Peter to provide practical advice on converting operational excellence into a competitive weapon.
Peter has earned an MBA from Harvard Business School and a BA from the University of Massachusetts.
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Cliff Moore
Chairman and Co-Founder
Cliff works with senior management teams at dozens of Fortune 500 firms developing and implementing service and performance improvement strategies. His client list includes notables such as American Express, AT&T, Bell Atlantic, GE, IBM, Xerox and the U.S. Postal Service.
Cliff is a recognized expert in off-shoring U.S. based business operations. His work with leading providers in some of the fastest growing markets in the world — India, the Philippines, China, Pakistan, Northern and South Africa, Eastern Europe, and Latin America — coupled with his knowledge of the needs of U.S. based buyers, gives him valuable insight into the future direction of the contact center industry.
Cliff received his MBA from the Darden School at the University of Virginia and has a BS in Business Administration from Old Dominion University.
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Outsourcing Services
It is hard enough to assess the quality of your organization's in-house customer contact centers. Measuring the performance of an outsourced vendor solution requires an even more sophisticated approach.
COPC Inc. is the world's leading authority on operations management and performance improvement for buyers and managers of customer contact center and Business Process Outsourcing (BPO) services. We measure vendor performance against the COPC-2000 VMO Standard, a rigorous framework of 'best practices' designed to measure third party customer services providers. Our VMO Certification Process empowers outsourcers to self-assess VMO and third party CSP performance based on a single, proven global performance standard.
We also offer several courses designed to strengthen the participant's knowledge of critical VMO disciplines including Vendor Selection and Management, Site Assessment, Contract Compliance and Auditing, Customer Satisfaction/Dissatisfaction, Client Interaction, Financial Implications of Key Operational Tradeoffs, along with general Program and Relationship management.
Ultimately, our standardized processes, procedures and metrics result in lower acquisition costs, improved performance metrics, fewer provider transitions and increased customer satisfaction—all of which contribute to your bottom line.
COPC Inc. is the world's leading authority on operations management and performance improvement for buyers and managers of customer contact center and Business Process Outsourcing (BPO) services. We measure vendor performance against the COPC-2000 VMO Standard, a rigorous framework of 'best practices' designed to measure third party customer services providers. Our VMO Certification Process empowers outsourcers to self-assess VMO and third party CSP performance based on a single, proven global performance standard.
We also offer several courses designed to strengthen the participant's knowledge of critical VMO disciplines including Vendor Selection and Management, Site Assessment, Contract Compliance and Auditing, Customer Satisfaction/Dissatisfaction, Client Interaction, Financial Implications of Key Operational Tradeoffs, along with general Program and Relationship management.
Ultimately, our standardized processes, procedures and metrics result in lower acquisition costs, improved performance metrics, fewer provider transitions and increased customer satisfaction—all of which contribute to your bottom line.
Certification Services
The COPC® Certification Process provides a rigorous and balanced system for performance, empowering call centers to measure and improve all customer-touch activities. COPC Inc. takes a holistic approach, educating management teams to enhance operations by:
· Balancing service, quality and cost
· Setting high-performance benchmark targets
· Using objective data to monitor results
· Setting and striving for realistic goals
· Consistently meeting performance requirements and client expectations
Certification to the COPC® Family of Standards, the most rigorous and prestigious measurement system in the call center industry, empowers staff to cost-effectively provide a sustainable level of superior client service. The programs include professional consulting, training, installation and benchmarking services designed to maximize organizational efficiency and productivity. All COPC Inc. certification courses are administered by seasoned call center experts and are especially beneficial for Customer Service Providers and Vendor Management Organizations.
Performance Improvement
Are you realizing an acceptable return from your transaction monitoring program? Do you know what your performance level is today for your prime intervals? Do you have insight to real staff activity metrics?
COPC Inc.'s Performance Improvement consultation delivers results by identifying high ROI opportunities and implementing the changes required to drive operational and financial improvements. We are particularly interested in identifying steps that can be executed quickly without requiring significant infrastructure investments.
Each Performance Improvement engagement is defined and executed based on the unique needs of the client. We work with you to build internal teams tasked with improving revenue, cost structure, delivery and reporting accuracy and cycle times.
COPC Inc.'s Performance Improvement consultation delivers results by identifying high ROI opportunities and implementing the changes required to drive operational and financial improvements. We are particularly interested in identifying steps that can be executed quickly without requiring significant infrastructure investments.
Each Performance Improvement engagement is defined and executed based on the unique needs of the client. We work with you to build internal teams tasked with improving revenue, cost structure, delivery and reporting accuracy and cycle times.
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