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QAI is an Implementation
Partner of Customer Operations Performance Center Inc. (COPC)
. The COPC-2000® CSP Standard (the COPC Standard) is the
world's leading Standard for the BPO and Customer Contact
Center space.
In 1995, a team of BPO
Buyers like Microsoft, Dell, Compaq, Novell, Intel, American
Express, L.L Bean and Motorola along with others dis-satisfied
with service center performances, met to share issues of common
concern, and to seek better ways to improve the service center
performances.
This Team then created
the COPC Standard Performance Management System - a tool that
is "practitioner based and user driven"TM
COPC is today the world's
leading authority on Customer Contact Center operations and
the COPC Standard is a de-facto standard, which all Customer
Contact Centers aspire for. COPC has been assisting clients
around the world to develop and execute high return on investment
and operation improvement strategies for their contact centers.
The COPC Standard sets
forth a set of minimum requirements that a CCC must meet in
order to ensure the quality of the product and services it
delivers to end-users and outsourcers. For more details please
visit www.copc.com.
The COPC standard is not just a quality model but also a management
framework that helps Customer Contact Centers excel operationally.
The standard helps CCCs improve service and quality levels
while lowering costs and creates a highly performance driven
culture.
QAI and COPC
QAI the only Implementation Partner of COPC in India. Along
with our team of COPC registered Lead and Associate Auditors,
COPC delivers consulting, assurance and certification services
in India. QAI has the only two Associate Auditors for COPC
in India, as well as the world's first COPC Lead Auditor,COPC
Associate Auditor and Six Sigma Master Black Belt.
- Assurance / Certification
- Organizational
Certification for the COPC Standard.
- COPC Registered
Coordinator.
- Consulting
- Implémentation
support
- Benchmarking Review
- Performance Assessment
- Ensuring Implementation
synergy with other models
- Training
- COPC Registered
Coordinator Training
- COPC Overview Training
- High Performance
Management techniques Training
Why QAI?
- Industry Specific Context.
- All the consultants
at QAI India have extensive experience not just of the
COPC Standard implementations, but also of the BPO industry
in general, the challenges and the best practices. This
varied experience of the consultants, acquired from
engaging with over 50 companies in this space in all
geographies, would help clients in cross-pollination
of these practices.
- Experience with over
30 BPO players in India. QAI clients for COPC Implementation
include Wipro-BPO, eserve, Exl Services, AOL, Genpact,
Reliance Infocom, NIIT Smartserve, E-funds, Vertex, Transworks,
ICICI Onesource, IBM Daksh, HCL BPO, GTL, Sutherland Technologies,
Intelenet and many more..
- Experience with BPO
players internationally including Sykes International
in Manila and Amsterdam, Maxis in Malaysia,
Sony in Hong Kong, iCall in Manila and others.
- Integration with other
initiatives.
- As QAI India helps
BPO companies in initiatives like Six Sigma, Performance
enhancement etc, Clients can also get a holistic view
of making all these initiatives work together for achieving
business objectives.
- End-to-end offerings
of training, consulting, certifications and benchmarking.
- Facilitation of Change
Management.
- QAI has a rich
organizational experience in knowledge-based, people-centric
industries. QAI also leads the market in helping companies
with PCMM. This provides QAI unique insights for facilitating
Change Management.
Some typical benefits
of COPC Standard Implementation at some customer sites include:
- Quality (Accuracy)
seen to go up from 90% to 98.5%
- $1 million annualized
savings secured in 90 days!
- Improvement in on-time
e-mail and fax order entry of 11% to 87% in 4 months.
- Improvement from 23%
to 95% wrap-up code accuracy in 6 months
- Improvement from 1.86%
invoice error rate to less than 0.1% in 4 months
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