Standardisation
Customer Operations Performance Center Inc. (COPC) is the globally recognised performance management framework for the contact centre and BPO industry. You can become certified to the COPC-2000 CSP Standard after demonstrating compliance to over 30 different items of contact centre performance as outlined in the COPC-2000 CSP Standard.
The COPC-2000 CSP Standard can be downloaded for free and is "open source" meaning it can also be utilized within your contact centre as a service to the industry.
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