COPC
COPC（Customer Operations Performance Center Inc.）是国际客户服务标准化认证机构，总部设在美国 Austin, Texas。该组织为全球客服行业提供国际统一标准的呼叫中心从业人员培训认证以及呼叫中心星级考核体系COPC-2000®标准。
COPC-2000®标准创建于1995年，该标准为Microsoft, Motorola, Dell, American Express, L.L. Bean 以及其他关注客户服务的公司及组织共同完成。经过数次修订完善，COPC-2000®标准为呼叫中心行业（包括外包）提供了最具权威的指导，已经被公认为呼叫中心实现最佳表现的最有效的工具。已经采用COPC-2000®标准的公司遍布全球五大洲十八个国家，其中著名的公司有Adobe, AT&T, BellSouth, Buy.Com, Compaq, Corel, Dell, Epson, Iomega,Microsoft, Oracle, 3Com, Sun MicroSystems, Texas Instruments, Toshiba，AT&T, Aspect, Baxter Healthcare, Banco Galicia, Bell Canada, Blue Cross Blue Shield(several), CityCabSingapore, Dell, How2.Com, IBM, KellySevrices, L.L.Bean, Lucent, Motorla, Niagara Mohawk power, Prudential, Suap-on Tools，AFFINA, BellSystem24, Bell Nexxia, ClientLogic, Convergys, Data Com, EDS, Infotel, Keane, NTT, PRC, Sofftware Spectrum, Stream, Sykes, Singapore Telecom, TSR, Young America, Zomax等。
COPC-2000®标准的最初着眼点在于为客户服务质量进行全过程的指标界定，以保持高水平的客户服务和持续的客户满意度。随着不断的发展，COPC-2000®标准不仅提供了具体的表现考评指标，而且结合客户满意度维系的关键所在，通过考评模块的跟踪，不断提高呼叫中心整体表现。仅仅在通过COPC-2000®正式认证的两个月间，BCBS呼叫中心的呼入电话平均处理时间下降了约30%，而服务质量却大幅提高，呼叫中心取得了骄人的成绩。而TSR公司同样是COPC-2000®标准的受益者之一，研究数据表明，通过实施COPC-2000®标准，TSR整体客户满意度从50%攀升到93%的同时，运营成本却大幅度下降。
众多的呼叫中心通过采用COPC-2000®标准而达到了认证标准，从而获得COPC的星级认证。而相当数量的企业，尽管尚未达到最终认证的要求，仍然采用COPC-2000®标准作为呼叫中心运营和服务质量的考评指导。
作为在中国推动客服行业标准化的重要步骤，COPC在2002年2月与太维资讯建立了合作伙伴关系，共同推进中国客户服务产业的发展。
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Mrs Elizabeth Prakasam - Vice Chair-Person, |
Chief Executive Officer, COPC Asia Pacific Inc
Mrs. Elizabeth Prakasam has more than 25 years of experience in the customer service, financial, general and senior management areas. She was with Singapore Airlines for 22 years during which she held various positions, including the post of Chief Executive Officer of Abacus Distribution Systems Pte Ltd, an associate of the airline. As Vice President Customer Affairs of Singapore Airlines, her key responsibilities included overseeing the Customer Relations and Loyalty Services Departments as well as the airline’s information technology requirements for customer service.
In 1999, Mrs Elizabeth Prakasam joined Singapore Telecom as Vice-President of Customer Service. She brought to SingTel skills and expertise accumulated through many years of experience in areas as diverse as customer service, information technology and finance. When she was in Singapore Telecom, she integrated five customer contact centres of 1,600 staff into one virtual customer contact centres; implemented electronic learning to multi-skill the different customer service offices, introduced workforce management system, voice logging and transaction monitoring systems into the work practices. She also was responsible for upgrading the interactive voice response system (IVR) and led the project team to re-engineer the business processes of the customer service areas.
During this period, together with the Productivity Standards Board, she launched the National Skills Recognition System (NSRS) for call center competency for Singapore.
Mrs. Elizabeth Prakasam is currently the Chief Executive Officer of COPC Asia Pacific Inc, a benchmarking and consultancy company for customer contact centres. Its mission is to help customer contact centres drive service and quality up, and simultaneously drive cost down.
Mrs. Elizabeth Prakasam holds an MBA (Information Technology) from the Surrey Management School of Business, Bachelor of Accountancy from University of Singapore, and Certificate IV in Telecommunications (Call Centre) from the Victoria University. She is currently the Vice Chairman of the Call Centre Council of Singapore.
依丽莎白演讲内容摘要－
引导呼叫中心，实现国际化标准
COPC将帮助客户通过提高服务效率和精确度，实现呼叫中心运营的最佳状态，从而降低成本。通过COPC-2000®标准的实施，呼叫中心可以根据这一国际认可的基准考核体系，逐一考评现有呼叫中心的运行状况，COPC将帮助客户发现现有问题，同时提供相应的解决方案，旨在提高生产力，生产效率以及实现资本的有效利用。
COPC在全球已经进行了超过400次的呼叫中心考评，尽管COPC进入亚洲的时间仅仅三年，却已有近50家大中型的呼叫中心采用了COPC呼叫中心的考评体系。让COPC引以为傲的客户包括了 American Express, Apple, IBM, Microsoft 以及Motorola。
COPC首席执行官Elizabeth女士将同业界分享在呼叫中心考评方面的丰富经验，同时向业界提供了一个了解国际化呼叫中心标准，实现标准化管理体系的机会。
总部设在美国 Austin, Texas以及Amherst, New York, COPC正引导了客户服务中心向标准化，纵深化发展。 COPC 将根据客户服务中心的重要指标的考核对其进行星级认定。COPC服务的客户已经横跨五大洲，包括阿根廷、巴西、加拿大、新加坡、印度、日本、美国和英国等。
COPC-2000®标准创建于1995年，该标准为Microsoft, Motorola, Dell, American Express, L.L. Bean 以及其他关注客户服务的公司及组织共同完成。该标准已经在众多国家和地区获得认可，服务的客户包括电子商务、计算机软硬件、金融服务、医疗、电信行业以及其他客户服务部门。
COPC与太维资讯已经实现了全面合作，同时期望与太维资讯携手，共同推进中国客户服务产业的发展。
Introduction to COPC and the Need for a World-Class Performance
Improvement Standard for the Customer Contact Industry
Outline of the speech by Elizabeth Prakasam
COPC helps customer contact centres maximise their performance by increasing speed and accuracy of service delivery while keeping costs down. By benchmarking these centres’ practices against the COPC-2000® Standard, COPC will be able to identify areas where there are gaps and recommend solutions necessary to achieve the objectives of productivity, efficiency and cost-effectiveness.
COPC has performed more than 400 audits worldwide. Since its introduction into Asia nearly three years ago, COPC has more than 50 users of the COPC-2000® Standard in this region. MNCs that have embraced the COPC-2000® Standard include American Express, Apple, IBM, Microsoft and Motorola.
Elizabeth will share with the audience some of the findings from these audits; and why there is a compelling need for contact centres to use a Standard as a management system in order for them to reach world-class standards.
Headquartered in Austin, Texas and Amherst, New York, COPC is the leading authority on customer intensive operations, as typified by customer contact centres and fulfilment services. COPC is authorized 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 in Argentina, Brazil, Canada, Singapore, India, Japan, United Kingdom and the United States.
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 who were concerned with the level of service quality provided to customers by customer service provider organizations. More than 200 locations in 30 countries are using the Standard to improve performance. Users include firms in e-commerce, computer hardware and software, financial services, healthcare, telecommunications and consumer products.