[经管营销]COPC Internal Training_Day 1.pptVIP

Wicresoft Internal COPC Internal Training Day 1 Introduction to COPC Performance Management System COPC Performance Management System The COPC Performance Management System is a set of management practices and training for customer-centric service operations design to: Reduce the cost of providing excellent service Improve customer satisfaction through improved service and quality Increase revenue COPC Performance Management System Service is the speed in which things are done from the customer’s perspective. Quality is doing things accurately at the first attempt. Revenue generation occurs in Sales and collections centers Cost typically focuses on efficiency and the cost per unit incurred by the CSP to provide a product or service. COPC Performance Management System COPC-2000 CSP Standard COPC-2000 CSP Gold Standard COPC-2000 VMO Standard COPC Performance Management System The Standard is designed for service environments: Inbound and Outbound Customer Contact Centers Business Processing Outsourcing Operations Transaction Processing Centers Fulfillment Centers COPC Performance Management System The Standard is designed for service environments: Remittance Processing Field Service Operation Return Processing Centers Collections/Recovery Service COPC Performance Management System 呼入与呼出顾客联络中心： COPC Performance Management System 现场服务运作： Compliance to COPC Standard Compliance to COPC Standard Compliance to COPC Standard Compliance to COPC Standard Approaches are the processes, practices, and procedures used to meet the requirements of COPC. Deployment refers to how extensively these approaches are used throughout the CSP organization. Compliance to COPC Standard Approaches must include the key elements or components described in the Items in Categories 1.0–3.0. Approaches must be structured. Approaches must be fact-based. Deployment must be sufficiently broad. The combination of approaches and deployment must make it possible for the entity to meet th