Driving Performance Improvement
Since 1996, COPC Inc. has provided consulting, training and certification 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 in-house and outsourced contact centers, vendor management organizations (VMO), business process outsourcing (BPO) operations, face-to-face environments and field service activities.
The foundation of our work is the COPC Family of Standards, a collection of the foremost performance management systems for any type of customer operation. The initial standard, the COPC Customer Service Provider (CSP) Standard, emerged from a group of leaders from visionary organizations who saw a need for performance standards specifically for contact centers. The other COPC Standards followed for VMOs, outsourced operations, and healthcare-specific customer operations. Today, the COPC CSP Standard remains the most recognized and respected performance management system for contact centers and can be applied to any type of in-house customer operation.
In 2010, our affiliate company, Quality Process Optimization Inc. (QPO Inc.) was founded to offer an expanded breadth of services for quality monitoring. QPO Inc. has revolutionized the quality process for customer operations and offers quality process design, outsourced quality monitoring services, and a state-of-the-art quality-monitoring tool. For more information, visit www.qpoinc.com.
COPC Inc. is privately held with headquarters in Winter Park, Florida, and with operations in North America, Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan.