COPC - Customer Operations Performance Center

    COPC-2000 Performance Management System The COPC-2000 Performance Management System was created by COPC Inc. to provide a benchmark for buyers of call center services, marked by the COPC-2000 Family of Standards.

    COPC Certification provides defined processes, measured metrics, and outcomes to highlight qualified suppliers.

    To become certified, COPC Inc. offers suppliers consulting services, benchmarking services, training, and installation, a process designed to help companies continually measure customer contact center performance.

    COPC Inc. offers two certification standards, the COPC-2000 CSP Standard and the COPC-2000 VMO Standard.

    The COPC-2000 CSP Standard helps define industry performance for customer service providers (CSP), including transaction processing operations, e-commerce centers and call centers.

    The COPC-2000 VMO Standard is closely aligned with the COPC-2000 CSP Standard.

    It helps define a list of requirements for vendor management organizations (VMO) to help them rate the performance of third party customer contact centers.

    The standard highlights performance in four categories: leadership and planning, key people processes, key business processes, and goals.