Standards

The COPC Standard

A Performance Management System for Contact Centers and Customer Experience Operations

The COPC Customer Experience (CX) Standard

All of our work at COPC Inc. is based on the COPC Customer Experience (CX) Standard, which provides guidelines and best practices for managing and improving the performance of your customer experience operations. Major brands throughout the world rely on the COPC CX Standard for their customer experience (CX) management program. The latest version of the COPC CX Standard is Release 7.0 with new specialized editions for Customer Operations and Contact Centers.
Image of building bocks - COPC CX Standard

Latest Release: 7.0

Key Features of the COPC CX Standard, Release 7.0

Improved Service Journey Management

Identifies and targets improvement for the critical service journeys that impact customer experience and business success.

Updated Digital Assisted Channel Management

Includes new roles, measurements and processes for improved management of digital service channels.

Enhanced Employee Engagement

Focuses on critical drivers of employee engagement that reduce attrition and increase satisfaction.

New Metrics

Provides improved and streamlined metrics for CX operations.

Release 7.0

COPC CX Standard for Customer Operations

Suitable for Customer Service Providers (CSPs)

Provides a flexible framework that drives high performance across your customer experience operation and throughout all customer service journeys

CX Standard for Customer Operations, Rel. 7.0 (English)
CX Standard for Customer Operations, Rel. 7.0 (Chinese)
CX Standard for Customer Operations, Rel. 7.0 (French)
CX Standard for Customer Operations, Rel. 7.0 (Japanese)
CX Standard for Customer Operations, Rel. 7.0 (Portuguese)
CX Standard for Customer Operations, Rel. 7.0 (Spanish)

Release 7.0

COPC CX Standard for Contact Centers

Suitable for Outsource Service Providers (OSPs) and Customer Service Providers (CSPs)

Provides a detailed framework designed to achieve high performance, focusing on contact centers services essential to improving a customer’s service journey

CX Standard for Contact Centers, Rel. 7.0 (English)
CX Standard for Contact Centers, Rel. 7.0 (Chinese)
CX Standard for Contact Centers, Rel. 7.0 (French)
CX Standard for Contact Centers, Rel. 7.0 (Japanese)
CX Standard for Contact Centers, Rel. 7.0 (Portuguese)
CX Standard for Contact Centers, Rel. 7.0 (Spanish)

Release 7.0

The COPC CX Standard, Release 7.0 introduces improved management of the customer’s service journey that will significantly impact the contact center industry.

To learn more, see our latest press release.

Download the Certification Guide
Download the High-Performance Handbook
COPC CX Standard For Vendor Management Organizations

The COPC CX Standard for VMOs

The COPC CX Standard for VMOs is appropriate for any type of customer experience operation that is provided through a third-party vendor, including assisted and unassisted channels. The Standard can be downloaded free of charge.

Sourcing Approach

Select and on-board third-party providers of call center and CX services.

Multichannel CX Program Management

Proven method with tools to evaluate, manage and improve an outsourced, multichannel CX program.

Uniformity Across Channels

Structure to coordinate processes and bring uniformity across channels and providers.

Metrics & Targets

Metrics and high-performing targets to ensure providers are meeting or exceeding expectations.
Download the CX Standard for VMOs
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Certify Your Organization

Full Certification. COPC Inc. provides your organization with a variety of certification options to address your business needs and improve performance. We offer full certification to the COPC CX Standard. Certification provides you with an independent and objective assessment of current performance compared to a robust, scalable and rigorous performance management system for call centers and other CX operations. By going through the certification process, you can be confident that your organization is well run and performing optimally by meeting the following requirements:

Implementation of Best Practices

The adoption and consistent implementation of best practices for managing customer experience, service, quality and efficiency

Targets Benchmarked

Ensuring all of your targets are benchmarked against global, high performing organizations

Consistent Achievement of Objectives

Consistent achievement of the majority of your contact center’s targets and objectives

Corrective Actions

Corrective actions taken for weak processes and underperforming areas of your operation.
Process Certification: We also offer process certification focused on a key issue or operation such as customer satisfaction, workforce management, quality, sourcing, and recruiting/hiring/training.

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