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.
|Published (Last):||4 September 2009|
|PDF File Size:||10.84 Mb|
|ePub File Size:||14.92 Mb|
|Price:||Free* [*Free Regsitration Required]|
This article describes COPC in a practical way. The approach always ensures process improvements within customer service centres. Samples must be representative. 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.
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.
Activity Log December 29, fopc-2000 In this case, the CSP must: Targets must be set consistent with the statement of direction using comparative data representative of high-performance organizations.
The findings of approximately leading customer contact centres worldwide have coppc-2000 as a model for this standard. Do you recognize the practical explanation or do you have more suggestions?
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. The approach is an instrument to clpc-2000 performance and quality of customer contacts. Satisfaction with specific attributes Satisfaction must be measured at least semiannually.
Day 1 DC training. Did you find this article interesting? The success lies in the fact that it immediately proves itself.
COPC DLL – Free download and software reviews – CNET
As a consequence, customers are approached and helped in a consistent manner. Approaches must be fact-based. COPC standards3. Qt training for 1 day You have entered an incorrect email address! The Standard CSP helps define customer service centre performance. Always up-to-date with our latest practical posts and updates? These must be at least two observations at two different times by a lead, supervisor, manager, or trainer. Mintzberg Managerial Roles December 29, 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.
In addition, the approach makes it possible to have immediate access to the performance of customer contacts. Add a link to this copc-000 on your website: Retrieved [insert date] from ToolsHero: Comparative data must be updated at least every two years.
Quality is doing things accurately at the first attempt.
What are your success factors for the good contact center management? This commercial exploitation mainly consists of auditing contact centres for certification. If you liked this article, then zp subscribe to our Free Newsletter for the latest posts on Management models and methods. The 12 rules of giving negative feedback. The CSP must take action on all client complaints I.
Comparisons include or more of the followings: Deployment refers to how extensively these approaches are used throughout the CSP organization. Leadership and Planning Category 1. Deployment must be sufficiently broad. 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 xxp service.
COPC standards, a contact center management strategy | ToolsHero
Henry Mintzberg Organizational Configurations December 18, 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. This standard is an internationally used operations management system for handling customer contacts.
After reading you will understand the background and the practical basics of this contactcenter management strategy. 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.
The approach offers defined processes and measurement capabilities to view the results of the qualified suppliers. Companies can only retain the official accreditation if they recertify every two years.
It is an abbreviation of Customer Operations Performance Centre. Approaches must be structured.