COPC-2000 (Customer Operations Performance Center) - Standard for Call Centers

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Elbarax

#1
is there any topic / similar thread in this forum about COPC-2000? I'm previously from a manufacturing company where the standards used are ISO 9001:2k & ISO 14001. Now Im my new company and they have this standard for Call Centers like an ISO for manufacturing. Its the Customer Operations Performance Center (COPC).

Can it be discussed here? Thanks =)
 
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Marc

Hunkered Down for the Duration with a Mask on...
Staff member
Admin
#2
COPC-2000 - Call Center Standard

I haven't seen COPC-2000 discussed here. There are a few threads on call centers, but now with respect to the COPC-2000 standard. Actualy, I had never heard of it before now.

What organization is the 'keeper' of the COPC-2000 standard?

Yes - It can be discussed here. The question will be how many forum visitors will have any knowledge of it. I'm interested in it and what it requires.
 

Al Rosen

Staff member
Super Moderator
#3
Marc said:
I haven't seen COPC-2000 discussed here. There are a few threads on call centers, but now with respect to the COPC-2000 standard. Actualy, I had never heard of it before now.

What organization is the 'keeper' of the COPC-2000 standard?

Yes - It can be discussed here. The question will be how many forum visitors will have any knowledge of it. I'm interested in it and what it requires.
Since I saw this post last night, I decided to download the standard from www.COPC.com, after registering. I haven't had time to review the standard, but here is the Table of Contents for the "Gold" standard.
 

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Al Rosen

Staff member
Super Moderator
#5
Marc said:
You telling me this is a FREE standard??? WoW!
Remember, there is no such thing as a free lunch. Based on my limited look at the web site, I belive the COPC, is not a Not-For-Profit organization. They will more than make up for the "free" standard when they assess your organization to the "free" standard. rolleyes-a1.gif laughbounce.gif
 
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E

Elbarax

#6
Unlike the ISO stds that there are other certifying bodies for it (SGS, TUV, etc.), the COPC is an organization itself created by companies that want to have a standard for the contact center in particular.

I'm attaching a sample Write Up for the Registered Coordinator Training.

Basically, an organization that wishes to be certified needs to have at least one Registered Coordinator like QMR for ISO.

They usually update the standard on a yearly basis. Once the organization is certified, they are audited annually which I think is more stringent than ISO.

I'll try to look up for other info.
 

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Marc

Hunkered Down for the Duration with a Mask on...
Staff member
Admin
#7
Re: COPC-2000 (Customer Operations Performance Center )Discussions? Std for Call Centers

Has anyone heard anything new about the Customer Operations Performance Center (COPC) standard?
 
#8
Hi ! :bigwave:

I'm a COPC 2000 registered coordinator.
I have been working with the standard in the last 2,5 years.

Since April 2006 the standard has been revised from v3.4 to v4.0

The standard is free, yes but.....
COPC are the only ones who can certify your organisation and train people.
And that's not for free ;)
 
D

donaghadee - 2008

#9
We have looked at this standard and some of our overseas sister companies have been accredited. The main problem for accreditation is that COPC is very much a For Profit Company. A coordinator course costs over $3,000. COPC are the only ones who can do a gap anaylysis, consultation and then accreditation. You would be looking at a minimum spend of around $45,000 as an initial expenditure for a pre-assessment visit.

It is a very prescriptive standard not at all like ISO9001. We have decided not to go for it unless a contract called for it. We have drawn up a matrix and as we reassess our procedures we ask "what does COPC say?" and try to comply so far as we can.
 
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