About the COPC® Family of Standards
The COPC® Family of Standards is the most rigorous and prestigious performance management system in the customer contact industry. From the first Customer Service Provider (CSP) standard developed in 1996, an entire collection of standards has been developed, either to address a specific need or an operational environment.
All the standards were developed by the COPC® Standards Committee, which remains just as it did 15 years ago, a collection of industry leaders who work in executive operational roles at various companies. The Standards Committee meets twice a year, and the entire COPC Family of Standards is reviewed annually. While this industry-wide committee develops the standards, it is COPC Inc. that manages the standards and provides both training and certification programs to these standards. The most well-known training program is the COPC® Registered Coordinator Training for CSPs.
These standards are:
- COPC CSP Standard, established 1996
- COPC VMO Standard, established 2002
- COPC OSP Standard, established 2011
- COPC HSP Standard, established 2011
Review the list of distinguished companies who have benefited from COPC Inc. Certification.
The COPC CSP Standard is the first and most well-known standard associated with COPC Inc. The COPC CSP Standard is a performance management system designed to balance speed of service, accuracy, and efficiency, resulting in higher customer satisfaction and increased corporate profitability. All other standards within the COPC Family of Standards are based on this initial framework.
In order to be certified to the COPC CSP Standard, companies are required to not only implement high performance processes, but achieve a specific level of customer contact performance or sustained improvement. Typical customer contact environments that would be appropriate for the COPC CSP Standard include customer service centers, technical support centers, fulfillment centers, credit card processing centers, field services organizations, e-commerce centers, and transaction processing operations.
The COPC VMO Standard is a performance management system for vendor management organizations (VMOs), which typically are business units within the client enterprise who are responsible for managing their outsourced vendors who supply their customer contact operations.
This standard provides guidelines for VMOs to more effectively manage their OSPs by focusing on mission-critical deliverables such as forecasts, and product- and process-related training. The standard defines the key processes a VMO must perform and the related metrics a VMO must measure and manage to ensure high levels of VMO and CSP performance.
The standard is designed to improve customer satisfaction through improved service and quality, to increase revenue through higher performing sales and collection programs, and to reduce the cost of providing excellent service. The standard was developed in 2002, and was recently upgraded to closely align with the COPC CSP Standard Release 5.0.
Similar to the COPC CSP Standard, the COPC OSP Standard is a performance management system that was recently developed to meet the specific needs of third-party outsource service providers (OSPs). Because these operations are different than in-house providers, this Standard addresses specific OSP requirements such as defining client requirements, sales and business development, and managing client relationships. The goal of the system is to achieve a balance of client and end-user satisfaction, along with product and service performance and productivity.
The COPC HSP Standard is the newest to the COPC Family of Standards and is a performance management system designed to meet the demands of the healthcare industry. The standard is a combination of the COPC CSP Standard along with industry-specific knowledge from COPC Inc.'s experience with healthcare clients. The standard is for healthcare payers, purchasers and providers who provide operational services to their beneficiaries and stakeholders within the healthcare system.
All information contained within the documents on this website is the property of COPC Inc. COPC Inc. maintains the right to modify or change the certification process at any time and without notice. COPC Inc. maintains the sole right to determine certification status of any entity. If you need additional information, contact us at email@example.com or call 512-225-0544.