WELCOME TO TRIZ SIGMA QUALITY ::::::::

COPC : Customer Operations Performance Center
Introduction
The COPC-2000® CSP Standard is a Performance Management Framework delivering results in all Customer Service Provider (CSP) contact center operations, especially in Call Centers, E-Commerce Centers and Transaction Processing Operations. It is relied on worldwide as a valued strategy for implementing contact center best practices that improve performance in customer satisfaction and service, inbound and outbound sales, service dispatch, collections, retention, remittance processing, fulfillment, and other service operations.
Framework Structure
1.0 Leadership and Planning 1.1 Statement of Direction (60 points) 1.2 Management System Review (40 points) 2.0 Processes 2.1 Implementing New Products, Services, Programs, Clients, and Requirements (60 points) 2.2 Process Capability (100 points) 2.3 Corrective Action and Continuous Improvement (100 points) 2.4 Transaction Monitoring (100 points) 2.5 Forecasting, Staffing, and Scheduling (100 points) 2.6 CUIKA (100 points) 2.7 End-User Privacy (40 points) 3.0 People 3.1 Defining Jobs, Recruiting and Hiring (70 points) 3.2 Training and Development (70 points) 3.3 Verifying Skills and Knowledge (80 points) 3.4 Staff Performance Management (40 points) 3.5 Managing Staff Feedback (40 points) 4.0 Performance 4.1 Client Satisfaction and Dissatisfaction (100 points 4.2 End-User Satisfaction and Dissatisfaction (200 points) 4.3 Service and Revenue Performance (150 points) 4.4 Quality Performance (150 points) 4.5 Cost and Efficiency Performance (150 points) 4.6 Staff Attrition and Absenteeism (100 points) 4.7 Achieving Results (150 points)