It
is a set of management practices for customer-centric
service operations designed to:
Reduce cost of providing excellent service.
Improve customer and employee
satisfaction.
Increase revenue.
The
COPC-2000® Standard
encompasses most customer service providers
(CSPs) and is used by internal service providers,
third-party service providers as well as buyers
of third party services. A representative
list of service environments covered by the
standard is given below:
Business Process Operations (BPO)
Customer Contact Centers (CCC)
Transaction Processing Operations
Fulfillment Centers
Remittance Processing Centers
Field Service operations
Returns Processing Centers
Collection/ Recovery Services
Reduce cost of providing excellent service.