Copc

Customer Operation Performance Centre (COPC*

Ms. Archana Lall

As per the survey conducted by Nasscom, the IT industry's lobby shows Indian BPO firms are moving towards international standards. The survey based on some 600 "COPC audited reviews from 35 countries", finds Indian information technology enabled services and BPO firms are achieving end-user satisfaction ratings ranging from 82 per cent to 100 per cent.

In areas such as client satisfaction, responsiveness, minimizing "fatal errors", efficiency of using call centre agents and telecom infrastructure, Indian firms are actually ahead of counterparts in Europe and Asia, the survey found, says Nasscom.

The COPC-2000® Standard was written in 1995 by a core group of users of call center services and associated distribution fulfillment operations, including representatives from American Express, Compaq, Dell, Intel, L.L. Bean, Microsoft, Motorola and Novell. The Malcolm Baldrige National Quality Award criteria and framework were used as the basis for the Standard.

The Standard provides a performance-oriented model that works extraordinarily well for these environments. For example HealthNow, Dell, Microsoft, DHL, General Motors, and many other organizations used the Standard as a performance model for "internal" call centers.

COPC-2000® Performance Management System is the set of management practices and the training designed to - a) Reduce the cost of providing the services, b) Improve customer satisfaction through improved service and quality, c)Increase revenue. It has been classified into two categories: COPC - 2000 CSP Base Standard (Basic) and COPC - 2000 CSP Gold Standard (Advanced with special requirements in 17/32 items). Recently the COPC committee has launched version 4.0 COPC 2000 Base and Gold Standard.

There are 32 essential parameters that a company has to comply with in order to get a COPC certification, the main ones being: client satisfaction; end-user satisfaction; timeliness, quality and accuracy of responses; efficiency, speed and productivity; telecommunications and computer infrastructure; people policies relating to recruitment, compensation and training; attrition; staff satisfaction and resource utilization

COPC supports