COPC will run its first UK based Coordinator Training Course from 8th – 12th April 2002
COPC, Customer Operations Performance Center, a performance management organisation for the customer contact industry, is to run a Registered Coordinator Training workshop in Wokingham, UK.
The workshop is designed to teach the skills necessary to effectively implement the COPC-2000 Standard in organisations: maximise operational performance, improve vendor selection and management capabilities - thus achieving higher levels of client and end user satisfaction. This training program provides the necessary tools to enable participants to demonstrate competency with the content of the COPC-2000 Standard, to be more knowledgeable of approaches to operating a high performance customer contact centre or fulfilment operation, and to learn common operational pitfalls to avoid.
Individuals from a cross-section of the organisation will find this class highly useful. Attendees are diverse, with job titles ranging from vice president to individual contributor. Group interaction is encouraged and facilitated. For some individuals, this is their first week on the job with the new employer; others have years of experience with the same company. Specifically the course is intended for: operations managers of call centres and fulfilment operations, individuals and teams responsible for vendor selection and management, quality professionals, business analysts and sales management.
To be covered by the training course: the benefits of implementing the COPC-2000 Standard, clarifying the requirements of the COPC-2000 Standard, examples of "Best Practices" in customer contact centres, tools and techniques to facilitate implementation of the COPC-2000 Standard and step-by-step audit approaches and techniques.
The fifth day concludes with a comprehensive final exam. Participants receiving a minimum score of 90% on the exam will achieve Registered COPC Coordinator status. Optionally, participants may receive a Certificate of Competency by scoring 80% on a shortened version of the exam.
For further information please contact :
Xavier Adam Public Relations
m: 44 (0)7887 955352
t: 44 (0)1892 617286
f: 44 (0)7069 929341
Established in 1996, COPC is headquartered in Amherst, New York. It is the leading authority on customer intensive operations, as typified by customer contact centres and fulfillment services. COPC is authorised to issue certification to the COPC-2000 Standard, a comprehensive operations performance standard that specifies minimum operational requirements in critical functional areas. COPC services clients on a worldwide basis and has representatives around the globe, including : Europe, North and South America and Asia.
The COPC-2000 Standard was developed in 1995/96 by individuals from Microsoft, Motorola, Dell, American Express, L.L. Bean, and other customer-focused companies which were concerned with the level of service quality provided to customers by customer service provider organisations. Over 200 locations in 30 countries are using the Standard to improve performance. Users include firms in e-commerce, computer hardware, software, financial services, healthcare, telecommunications and consumer products. See www.copc.com
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