SYS-CON MEDIA Authors: Carmen Gonzalez, Dana Gardner, Elizabeth White, Yeshim Deniz, Peter Silva

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COPC Inc. Announces Release 5.2 of the COPC VMO Standard

COPC Inc., a global consulting, training and certification company that helps organizations improve the performance of their contact centers, announces Release 5.2 of the COPC Vendor Management Organization (VMO) Standard. This Standard, specifically for VMOs that procure and manage third-party call center services, now includes guidelines for measuring the customer experience through all customer communication channels handled by outsourced contact centers. These channels could include online, inbound phone, outbound phone, self-service, chat, email, back office, and face-to-face interactions. This update to the COPC VMO Standard also provides a structured process for VMOs to capture and analyze customer feedback from these multiple channels. The COPC VMO Standard is available for download free of charge.

“The outsourcing landscape has become more complicated in recent years, partly due to the many communication channels now utilized by organizations to address customer requests and issues. Companies that rely on third-party partners to provide contact center services through multiple channels must understand how their multi-channel strategy impacts the customer’s experience. The COPC VMO Standard now gives vendor management organizations a structured approach to capture this information and make more insightful decisions to improve products, services and policies,” said Kathleen Jezierski, chief operating officer, COPC Inc.

COPC Inc., the industry leader in vendor management and strategic sourcing best practices, has worked with numerous VMOs to help them better source and manage their third-party providers of contact center services. In 2002, COPC Inc. recognized there was a lack of structure in the industry among VMOs outsourcing large portions of their customer contact operations, and therefore created the COPC VMO Standard. This Standard defines key processes and metrics for VMOs to more effectively manage their suppliers, ensuring consistency and high performance of these third-party providers.

The COPC VMO Standard is part of the COPC® Family of Standards, a collection of performance management systems for contact centers, VMOs, and business process outsourcing centers. The COPC Family of Standards is currently used in more than 70 countries and is the foundation for COPC Inc.’s performance improvement consulting, training and certification services.

To achieve certification to the COPC VMO Standard, an organization is reviewed by COPC Inc. and its operations are compared to the requirements of the COPC VMO Standard in the areas of leadership and planning, processes, people, and performance. Certification by COPC Inc. provides industry-recognized validation that an organization has consistently met high performance levels in managing customer satisfaction, revenue, service, quality and costs. Go here for more information about certification to the COPC VMO Standard.

About COPC Inc.

Since 1996, COPC Inc. has provided consulting services and training to help companies improve revenue, reduce costs, and increase customer satisfaction in operations that support the customer experience. COPC Inc.'s main offering is performance improvement services for customer contact centers, including in-house and outsourced, as well as vendor management organizations. The foundation of all COPC Inc. work is the COPC® Family of Standards, a collection of the most prestigious and rigorous performance management systems for the customer contact industry. COPC Inc. is privately held with headquarters in Winter Park, Florida, U.S., and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. For more information, please visit www.copc.com.

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