COPC Inc.

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COPC Inc.Customer Operations Performance

Centre

Industry Management consulting

Founded 1996

Headquarters Winter Park, Florida, U.S.

Key people Cliff Moore

(Co-founder and Chairman)

Kathleen Jezierski
(Chief Operating Officer)

Richard North
(CEO, EMEA Region)

Ian Aitchison
(CEO, APAC Region)

Products Management consulting services

Website www.copc.com

COPC Inc., is a privately held management consulting company based in Winter Park Florida [1] that
specialises in customer experience transformation. [2] COPC Inc. provides performance improvement
consulting, training, certification, and benchmarking. Clients of COPC Inc. include Apple, Microsoft,
Sprint, HTC, Mattel, RBS, DiGi, Canal Digital, UWV, ToysRus,[3] Datacom [4] Sitel,[5]and Citigroup.
[6]
COPC Inc. is well known in the customer experience industry and many of the industry associated
organisations actively promote them [7][8][9]
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" [10]
History[edit]
In 1996, the COPC Family of Standards was developed by buyers, providers and senior managers
responsible for operational management. The group included representatives from American
Express, Compaq, Dell, Intel, L.L. Bean, Microsoft, Motorola and Novell. It is performance-centric
and data-driven, using processes and people as enablers and leadership and planning as drivers.
Based on the Baldrige Criteria for Performance Excellence[11] framework, COPC Inc. combines
pragmatic business sense with stringent high performance benchmarks. With over 1500 sites across
the world using it, the COPC Inc. standard is the de facto performance management system in the
Customer Service and BPO space. Co-founders of COPC Inc. include, Cliff Moore, Alton Martin and
Peter Bloom.[2][12]

Standards Committee[edit]
The current COPC Inc. Standards Committee evolved from the initial group of business
professionals that formed the first edition of the COPC CSP Standard, and precedes the founding of
the company. The Standards Committee is made up of volunteers from organizations that implement
the COPC Family of Standards. Standards Committee members are responsible for proposing
improvements to the COPC Family of Standards and promoting implementation of the standards.
The committee meets twice annually There are four core standards that are maintained and updated
by the committee, these include:

COPC Customer Service Provider (CSP) Standard for internal operations

COPC Vendor Management Organization (VMO) Standard for vendor management

organizations

COPC Outsource Service Provider (OSP) Standard for outsourced operations

COPC Healthcare Service Provider (HSP) Standard for healthcare operations [13]

Each of these standards can quickly take an organization to high performance and process
maturity [2]

The COPC Family of Standards[edit]

The COPC Family of Standards were created by COPC Inc. to provide a benchmark for buyers of
contact center services, marked by the COPC Inc. Family of Standards. COPC Inc. Certification
provides defined processes, measured metrics, and outcomes to highlight qualified suppliers. To
become certified, COPC Inc. offers suppliers consulting services, benchmarking services, training,
and installation, a process designed to help companies continually measure customer contact center
performance.[14]
Based on this performance management system COPC Inc. conducts:

Consulting Services:

1. Performance Improvement Consulting - focuses on making business better

2. Strategic Sourcing Consulting - focuses on finding the right partner to work with and making
these relationships work better
 Training Services - a combination of online, public and dedicated training sessions that aim
to provide the right skills to drive continuous improvement

Certification Services - a very high standard certification process which a call centre can
achieve and once certified the centre has to be recertified every 2 years to ensure the quality
standards are maintained and improved which is more demanding than the initial certification
process.[6][15][16][17]

Performance Improvement Criteria[edit]

In 2012 COPC Inc. launched the Performance Improvement Criteria which defines best practices for
contact centers and BPO companies. Performance Improvement Criteria is a set of operational
requirements are based on the COPC Customer Service Provider (CSP) Standard. The stated
importance of Performance Improvement Criteria is threefold:

1. Improvement: Drive improvements in customer satisfaction and cost to serve Consistency of

Operations

2. Benchmarking: Comparisons with others Competitors or other industry service role models

3. Recognition: Convince Customers, staff and/or Clients of the effectiveness of the Contact
Centre [18][19][20][21]