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QAI is an Implementation
Partner of COPCSM. The COPCSM Performance
Management System 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 leading edge thinkers
dis-satisfied with the 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-2000® 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
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-2000R 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 India and COPC
QAI India is India's Implementation Partner of COPC. Along
with our team of COPC registered Associate Auditors, COPC
delivers consulting and certification services in India. QAI
has the only two Associate Auditors for COPC in India, as
well as the world's first COPC Associate Auditor and Six Sigma
Mater Black Belt, which demonstrates the depth of domain that
QAI Consultants have in COPC in particular and the BPO Industry
in General.
- Certification
- Organizational
Certification for the COPC -2000® Standard.
- COPC Registered
Coordinator.
- Consulting
- The Implémentation
support
- Benchmarking Review
- Performance Assessment
- Ensuring Implementation
synergy with other models
- Training
- COPC Registered
Coordinator Training
- COPC Overview
- High Performance
Management techniques
Why QAI?
- Industry Specific Context.
- All the consultants
at QAI India have extensive experience not just of the
COPC 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 24/7Customer.com, Wipro-Spectramind, Transworks,
Talisma, ICICI Onesource, Daksh eServices, HCL E Serve,
ICICI Bank, GTL, Sutherland Technologies, Hughes BPO, Accenture
and Intelenet.
- 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 Implementation at some customer sites:
- Quality (Accuracy)
Up from 90% to 98.5%
- $1 million annualized
savings secured in 90 days!
- From on-time e-mail
and fax order entry of 11% to 87%
in 4 months.
- From 23% to 95% wrap-up
code accuracy in 6 months
- From 1.86% invoice
error rate to less than 0.1% in 4 months
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