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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The verification process for all staff in KCR jobs and jobs that include training delivery and monitoring transactions must include: Always up-to-date with our latest practical posts and updates? COPC, a performance management strategy.

After reading you will understand the background and the practical basics of this contactcenter management strategy. This article describes COPC in a practical way. There must be at least one observation by x; lead, supervisor, manager, or trainer.

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. Did you find this article interesting? Mintzberg Managerial Roles December 29, The findings of approximately leading customer contact centres worldwide have served as a model for this standard.

Tracked and recorded by cause or symptom Analyzed quarterly.

Leadership and Planning Category copc-200. Deployment must be sufficiently broad. Your rating is more than welcome or share this article via Social media! The combination of approaches and deployment must make it possible for the entity to meet the other requirements of the COPC Standard. Please enter your comment! This commercial exploitation mainly consists of auditing contact centres for certification.


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. Comparative data must be updated at least every two years. How to cite this article: Activity Log December 29, You have entered an incorrect email address! 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.

Qt training for 1 day There must copc-200 a process for responding to client complaints on an individual basis. There is a noticeable improvement in the quality of contact centres. Save my name, email, and website in this browser for the next time I comment. Satisfaction with specific attributes Satisfaction must be measured at least semiannually.

This may be a company that has outsourced customer contacts to a dp party. According to COPC there is a direct relationship between handling customer contacts and service, quality, customer satisfaction and costs.

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.

COPC Internal Training_Day 1_图文_百度文库

They wanted to make the quality of customer contact measurable. With benchmarking can be conducted; the outcomes and service provision of several contact centres can easily be compared with cop-c2000 another.

Retrieved [insert date] from ToolsHero: Approaches must be fact-based. Please enter your name here.


COPC standards

Approaches must be structured. The approach offers defined processes and measurement ccopc-2000 to view the results of the qualified suppliers. The Standard CSP helps define customer service centre performance.

Add a link to this page on your website: What are your success factors for the good contact center management? If you liked this article, then please subscribe to our Free Newsletter for the latest posts on Management models and methods.

The approach is an instrument to measure performance and quality of customer contacts. The success lies in the fact that it immediately proves itself. 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. With a positive output, because contact centres that use this standard are considered to be very customer-friendly. Comparisons include or more of the followings: 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.

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.

Henry Mintzberg Organizational Configurations December 18, In this case, the CSP must: Samples must be representative. The 12 rules of giving negative feedback.