In addition to a brick & Mortal contact center, an entirely home-based contact center has achieved certification on first attempt
transcosmos inc. is proud to announce that the company’s two contact centers have received COPC certification by COPC Inc., a US-based global consulting firm, based on the COPC Customer Experience (CX) Standard, a globally recognized performance management framework for contact center operations. The two centers with roughly 800 agents in total have been certified based on the COPC CX Standard For Outsource Service Providers (OSPs). One of the centers was certified as an entirely home-based contact center with a scale of 450 agents.
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With the aim of further enhancing the quality of service delivery, transcosmos is committed to make more centers COPC certified centers.
The COPC CX Standard began in 1996, when call center industry leaders in the U.S. saw a need for structured processes and measurements that customer service providers could use to deliver consistently high performance in their contact centers. This group of leaders developed the first version of the COPC Standard – originally a comprehensive performance management system for call centers which now encompasses all customer experience operations. Since 1996, leading brands in more than 70 countries have worked with COPC Inc. to certify their call centers and other customer contact operations. Today, the COPC CX Standard is an internationally used operations management system for handling customer contacts.
transcosmos has been working on obtaining COPC certification in order to offer global standard customer services and customer experience. Now, the company’s contact centers – with a scale of 800 agents – have become COPC certified centers. With the aim of further enhancing the quality of service delivery, transcosmos is committed to make more centers COPC certified centers.
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