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The
COPC-2000® CSP Standard
Creating High Performance Call Centers
(A Two Day Workshop)
Workshop
Overview
The objectives in developing and promulgating the COPC -2000® CSP
Standard (COPC Standard) are twofold:
- To define management and
operational requirements for Customer Service Providers (CSP's)
to ensure that the services provided by the CSP meet the CSP's
clients' and end users' expectations.
- To provide CSPs with a framework
within which they can define and implement improvement efforts.
Underlying the COPC Standard is the concept that Certified Customer
Service Providers perform well on Service-Quality, and Cost. The
Service and Quality must go up while reducing Cost.
The workshop exposes contact
centre managers, service delivery leaders and support personnel,
in detail, to:
- The concept of Service-Quality-Cost
- The COPC framework
- The COPC Standard's four
Categories and 32 items
- Examples of approaches and
performance levels achieved by high performing Customer Contact
Centers.
Who
Should Attend
The workshop is intended for:
- Contact Center Managers
- Operations Managers
- SDL's and Program Managers
- Quality Managers
- Quality Executives
Workshop
Outline
- Overview and Key Concepts
- Development of the COPC Standard
- COPC's Experience
- The Foundation of High Performance
Management (Service, Quality & Cost)
- Benefits of Using the COPC
Standard
- Overview of the Standard
(Framework, Key Terms)
Detailed Review of the COPC Standard
| 1.0 |
Leadership
and Planning
1.1 Statement of Direction
1.2 & 1.3 Strategic and Business Planning - 1.4 Reviewing
Performance
1.5 Management System Review
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| 2.0 |
Processes
2.1 & 2.2
Developing and Implementing New Products and Services, Programs
and Clients
2.3 to 2.5 Process Control, Improvement, and Audits
2.6 Transaction Monitoring
2.7 Staffing and Scheduling
2.8 Contingency Planning
2.9 to 2.11 Data Integrity, Security, Availability, and Update
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| 3.0 |
People |
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3.1
Defining Jobs
3.2 Recruiting and Hiring
3.3 Training and Development
3.4 Verifying Skills and Knowledge
3.5 Staff Performance Management
3.6 Compensation and Recognition
3.7 Work Environment
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| 4.0 |
Performance |
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4.1
& 4.2 Client and End-User Satisfaction and Dissatisfaction
4.3 & 4.5 Process Performance: Service, Quality, and Efficiency
4.4 Key Supplier Performance
4.6 Resource Utilization
4.7 & 4.8 Staff Attrition, Satisfaction, Absenteeism and
Safety
4.9 Achieving Results COPC Standards
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- Committee and Certification
Process
- Comparison of ISO,
Six Sigma, and the COPC Standard
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