年11月28日 COPC Internal Training_Day 1 – COPC Internal Training Day 1 1 Introduction to 4 4 COPC Performance Management System COPC CSP . 完成每天的 工作量技能要求: 技能要求: 熟悉操作系统(Windows XP/Vista) 有. COPC DLL is a light-weight activeX for SCADA developer. Windows Windows NT Windows Windows Windows XP Windows. (5) COPC Inc “COPC OSP Standard” Release a, Version . not mutually contradict, see Extreme Programming (XP) Six Sigma CMMI.

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In this case, the CSP must: Deployment refers to how extensively these approaches are used throughout the CSP organization.

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Activity Log December 29, Comparisons include or more of the followings: The 12 rules of giving negative feedback. Day 1 DC training. The verification process for all staff in KCR jobs and jobs that include training delivery and monitoring transactions must include: Do you recognize the practical explanation or do you have more suggestions?

Samples must be representative.

The approach is an instrument to measure performance and quality of customer contacts. According to COPC there is a direct relationship between handling customer contacts and service, quality, customer satisfaction and costs.

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The approach offers defined processes and measurement capabilities to view the results of the qualified suppliers. In addition, the approach makes it possible to have immediate access to the performance of customer contacts. Leadership and Planning Category 1.


They will have to take immediate action according to the system when thresholds are not met or when three consecutive measuring points are below standard.

Always up-to-date with our latest practical posts and updates? Customers will be satisfied when their calls are dealt with correctly and as a result costs will be reduced. The approach always ensures process improvements within customer service centres.

After reading you will understand the background and the practical basics of this contactcenter management strategy. Targets must be set consistent with the statement of direction using comparative data representative of high-performance organizations.

The success lies in the fact that it immediately proves itself. This requirement may be waived if the CSP has proactively used cooc-2000 effort, including surveys, calls, meetings, etc; to obtain client satisfaction data and the client refuses to respond to the client survey.

Add a link to this page on your website: This is why a group of customer contact centre consultants decided to develop a model with which cost and quality can be controlled and managed. Mintzberg Managerial Roles December 29, Your rating is more than welcome or share this article via Social media! These must be at least two observations at two different times by a lead, supervisor, manager, or trainer.

Approaches must be structured. The CSP must measure and manage complaints and other key indicators of client dissatisfaction at the program level, across multiple programs for a client, and at clpc-2000 entity level across clients.


The family of standards was developed because copc-2000 American xopc-2000 such as Dell, Motorola and American Express were dissatisfied with their outsourcing of customer contacts. Companies can only retain the official accreditation if they recertify every two years. There must be at least one observation by a lead, supervisor, manager, or trainer. The Standard CSP helps define customer service centre performance.

There must be a process for responding to client complaints on an individual basis. Prove it has used every effort to obtain data Ensure one of the following: The CSP must take action on all client complaints I.

COPC standards

Please enter your name here. This article describes COPC in a practical way. Save my name, email, and website in this browser for the next time I comment. Did you find this article interesting?

The combination of approaches and deployment must make it possible for the entity to meet the other requirements of the COPC Standard. The improvements and modifications are recorded accurately in a plan in which both the party with the final responsibility and the final result are described.

With benchmarking can be conducted; the outcomes and service provision of several contact centres can easily be compared with one another.