CUSTOMER OPERATIONS PERFORMANCE CENTER

In partial fulfilment of the course

requirements in Business Process Outsourcing (BPO 11)
Submitted by:
IAN ABRAHAM F. MARCELINO
ROSELYN BALIO-AN
LEVI JANE GALARSE
DANILO GARCIA JR.
ROYETH DELA CRUZ
NORSEIL MAT PADULIP
GROUP 5

BSBA Marketing Management III

First Semester
Submitted to:
Academic Year 2019-2020
Mrs. Mediah Perle Layaoen
CUSTOMER OPERATIONS PERFORMANCE CENTER Inc.

COPC Inc., is a privately held management consulting company based in Winter Park,
Florida that specializes in customer experience transformation. COPC Inc. provides
performance-improvement consulting, training, certification, and benchmarking. COPC
Inc. is well-known in the customer experience industry and many of the industry-
associated organizations actively promote them.
According to the World Bank, "COPC standards and certifications are the fastest-growing
industry-specific standards that provide compliance parameters in areas such as client
satisfaction, computer infrastructure, and accuracy of responses".

COPC Customer Experience Standard

COPC Customer Experience (CX) Standard, which provides guidelines and best
practices for managing and improving the performance of your customer experience
operations. Major brands throughout the world rely on the COPC CX Standard for their
customer experience management program. The COPC CX Standard comes in three
versions: for customer service providers (CSPs), for outsource service providers (OSPs),
and for vendor management organizations (VMOs).

1. COPC Customer Experience Standard for Customer Service Providers

(CSPs)

The COPC Customer Experience (CX) Standard for Customer Service Providers
(CSPs) is the industry’s most well-known and respected Standard for call center
and customer experience operations.

How you can benefit by using the COPC CX Standard:

 Continually improve the customer experience across the entire journey
 Ensure processes, metrics and targets are consistently implemented
 Effectively collect, understand and incorporate customer feedback
 Leverage best practices that are consistently updated in the Standard
The COPC CX Standard for CSPs is appropriate for any type of internal customer
experience operation including customer service, technical support, fulfillment,
credit card processing, field services, e-commerce, and transaction processing
operations. The Standard is available free of charge.

2. COPC CX Standard for Outsource Service Providers (OSPs)

The COPC Customer Experience (CX) Standard for Outsource Service Providers
(OSPs) is specifically for companies that provide outsourced call center and customer
experience services for their clients.

How your OSP benefits by using the COPC CX Standard:

 Continually improve the customer experience across the entire journey
 Ensure processes, metrics and targets are consistently implemented
 Effectively collect, understand and incorporate customer feedback
 Leverage best practices that are consistently updated in the Standard
 The COPC CX Standard for OSPs is appropriate for any type of outsourced
customer experience operation including customer service, technical support,
fulfillment, credit card processing, field services, e-commerce, and transaction
processing operations. The Standard is available free of charge.

3. COPC CX Standard for Vendor Management Organizations (VMOs)

The COPC Customer Experience (CX) Standard for Vendor Management

Organizations (VMOs) addresses the specific needs of VMOs working with third-
party suppliers providing call center and customer experience services.

The COPC CX Standard for VMOs offers:

 Sourcing approach to select and on-board third-party providers of call
center and CX services
 Proven method with tools to evaluate, manage and improve an outsourced,
multichannel CX program
 Structure to coordinate processes and bring uniformity across channels and
providers
 Metrics and high-performing targets to ensure providers are meeting or
exceeding expectations

The COPC CX Standard for VMOs is appropriate for any type of customer
experience operation that is provided through a third-party vendor, including
assisted and unassisted channels. The Standard is available free of charge.

COPC Certification
What is COPC Certification?
Certification by COPC Inc. is an evaluation and improvement process based on the
COPC Customer Experience (CX) Standard, the most widely used and highly recognized
performance management system for customer experience operations. Certification by
COPC Inc. validates your organization is using consistent processes and best practices
specific to leadership and planning, processes, people, and performance.

COPC Certification Process

Baseline Assessment: A COPC Inc. team assesses your operation relative to the
requirements of the COPC CX Standard as compared to high performing organizations.
This review is conducted through on-site interviews and observations along with
extensive data analysis. The goal is to uncover gaps in performance and identify
improvement opportunities that will provide the greatest return on investment.

Support and Training: From the baseline assessment, you are given detailed reports
and supporting analysis of operational issues to be addressed during the “Structured
Support” phase of the certification process. A structured agenda and schedule are
established and a dedicated COPC Inc. resource is available to provide guidance to you
during this time. Support is available remotely or on-site if needed. Management training
is an integral part of our work and is offered during the structured support process.

Certification Audit: Once you have closed the gaps and accomplished your process
improvements, your organization is ready to go through the COPC Inc. certification audit.
COPC Inc. auditors work on site to assess your operation compared to the requirements
of the COPC CX Standard and determine that your operational performance not only is
“compliant” but also is consistent and effective. This process typically takes four to five
days and includes a detailed readout.
Companies that achieve certification increase sales, improve customer
satisfaction and reduce their operational costs.
1. Sunshine Insurance Improves Operations with COPC Certification
Sunshine Insurance, one of the biggest insurance companies in Asia, benchmarked
its customer operations against internationally recognized high-performance
organizations though COPC certification. The company increased client satisfaction
by 18% and achieved four times their return on investment in cost savings during the
first year of implementing COPC Inc. best practices.

2. Tenaga Nasional Berhad Achieves COPC Certification

The largest electricity utility in Malaysia, Tenaga Nasional Berhad provides power to
9.3 million businesses and homes. Tenaga Nasional has been certified by COPC Inc.,
based on the COPC Customer Experience (CX) Standard. Through the certification
process the company’s call centers, known as TNB Careline, improved customer
satisfaction by 22 points, reduced services costs by more than 30% per transaction,
and improved contact resolution by 30 points.
References
https://en.wikipedia.org/wiki/COPC_Inc.
https://www.copc.com/copc-standards/
https://www.copc.com/copc-standards/for-csps/
https://www.copc.com/copc-standards/for-osps/
https://www.copc.com/copc-standards/for-vmos/
https://www.copc.com/what-we-do/certification/
https://www.copc.com/what-we-do/certification/certification-process/#