COPC^SM: For managing performance in BPO and Customer Contact Centers

COPC^SM is the world's leading authority on Customer Contact Center operations. COPC^SM 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^SM-2000® 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^SM 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 has geared up to play its role in facilitating the journey and to ensure that process; quality and operational excellence is achieved without any roadblocks. After having partnered and serviced leading software organizations to provide CMM®, PCMM® and Training services, we have now become India’s first Implementation Partner of COPC^SM. Our mission is to support Customer Contact Centers (CCCs) in achieving operational excellence.

QAI brings in vast experience in the areas of Process, HR, Knowledge and Quality management and in-depth understanding of local operational issues in India, while COPC^SM brings a widely respected quality framework for CCCs to achieve operational excellence. With these two organizations coming together, Contact Centers can now look forward to getting the best of services for meeting international service and quality standards.