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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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With a positive output, because contact centres that use this standard are considered to be very customer-friendly.

The CSP must take action on all client complaints I. These must be at least two observations at two different times by a lead, supervisor, manager, or trainer. 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. Please enter your name here.

COPC standards

The verification process for all staff in KCR jobs and jobs that include training delivery and monitoring transactions must include: If you liked this article, then please subscribe to our Free Newsletter for the latest posts on Management models and methods.


The findings of approximately leading customer contact centres worldwide have served as a model for this standard. There must be a process for responding to client complaints on an individual basis.

What are your success factors for the good contact center management? Mintzberg Managerial Roles December 29, Revenue generation occurs in Sales and collections centers Cost typically focuses on efficiency and the cost per unit incurred by the CSP to provide a product or service. Always up-to-date with our cocp-2000 practical posts and updates? In this case, the CSP must: Tracked and recorded by cause or symptom Analyzed copc-20000.

The approach is an instrument to measure performance and quality of customer contacts.

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The combination of approaches and deployment must make it possible for the entity to meet the other requirements of the COPC Standard. With benchmarking can be conducted; the outcomes and service provision of several contact centres can copc-2000 be compared with one another. This may be a company that has outsourced customer contacts to a third party.

Leadership and Planning Category 1. Approaches must be structured. The improvements and modifications are recorded accurately in a plan in which both the party with the final responsibility colc-2000 the final result are described.

They wanted to make the quality of customer contact measurable. This requirement may be waived if the CSP has proactively used every effort, including surveys, calls, meetings, etc; to obtain client satisfaction data and the client refuses to respond to the client survey. It is an abbreviation of Customer Operations Performance Centre. There must be at least one observation by a lead, supervisor, manager, or trainer.


COPC Internal Training_Day 1_图文_百度文库

The family of standards was developed because several American companies such as Dell, Motorola and American Express were dissatisfied with their outsourcing of customer contacts.

The Standard CSP helps define customer service centre performance. 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 the entity level across clients. The approach always ensures process improvements within customer service centres.

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Did you find this article interesting? In addition, the approach makes it possible to have immediate access to the performance of customer contacts.

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