• Understand the requirements to implement the COPC^®-2000 CSP Gold Standard in your CSP organization
• Optimize operational performance – balance Service, Quality, and Cost
• Improve operational capabilities to achieve higher levels of client and end-user satisfaction while reducing costs
• Enable participants to demonstrate competency with the content of the COPC^®-2000 CSP Gold Standard
• Understand how compliance to the COPC^® CSP Standards is determined
• Become knowledgeable of operational practices used in high performance customer contact centers
• Learn common operational pitfalls to avoid
• Gain knowledge of high performance benchmarks and how to use these to set targets for service levels, quality objectives, and unit costs

• Operational performance management techniques and effective implementation of the COPC^® Performance Management System
• Global best practices and benchmark data of more than 1,000 operational assessments in 50 countries
• Common pitfalls encountered in service operations and how to avoid them

• Drive high performance – improve Revenue, Service, Quality and Cost
• Increase profitability and customer satisfaction
• Reduce time, cost, and risk to achieve operational excellence
• Learn consistent, repeatable and scalable methods that achieve measurable performance improvement using more than 400 best practices, metrics, and benchmarks
• Leverage the global expertise and experience of COPC^® Inc. facilitators, industry thought leaders and your peers
• Achieve prestigious COPC^® CSP Registered Coordinator status with access to a dynamic knowledge base and peer networking forum

Target Audience

All of the COPC^® Inc. training programs are designed for first line management teams through Director and VP levels.

Functional Level

• Customer Experience
• Customer Service / Support
• Human Resources
• Vendor Management
• Quality Assurance
• Workforce Management
• Strategic Planning
• IT
• Operations
• Reporting
• Transaction Processing
• Training

Service Types

• Customer Care
• Collections
• Fulfillment
• Credit Card Processing
• Claims
• E-Commerce
• Tech Support
• Returns Processing
• Help Desk
• Back Office Support