COPC
COPC（Customer Operations Performance Center Inc.）是國(guó)際客戶服務(wù)標(biāo)準(zhǔn)化認(rèn)證機(jī)構(gòu)，總部設(shè)在美國(guó) Austin, Texas。該組織為全球客服行業(yè)提供國(guó)際統(tǒng)一標(biāo)準(zhǔn)的呼叫中心從業(yè)人員培訓(xùn)認(rèn)證以及呼叫中心星級(jí)考核體系COPC-2000®標(biāo)準(zhǔn)。
COPC-2000®標(biāo)準(zhǔn)創(chuàng)建于1995年，該標(biāo)準(zhǔn)為Microsoft, Motorola, Dell, American Express, L.L. Bean 以及其他關(guān)注客戶服務(wù)的公司及組織共同完成。經(jīng)過(guò)數(shù)次修訂完善，COPC-2000®標(biāo)準(zhǔn)為呼叫中心行業(yè)（包括外包）提供了最具權(quán)威的指導(dǎo)，已經(jīng)被公認(rèn)為呼叫中心實(shí)現(xiàn)最佳表現(xiàn)的最有效的工具。已經(jīng)采用COPC-2000®標(biāo)準(zhǔn)的公司遍布全球五大洲十八個(gè)國(guó)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®標(biāo)準(zhǔn)的最初著眼點(diǎn)在于為客戶服務(wù)質(zhì)量進(jìn)行全過(guò)程的指標(biāo)界定，以保持高水平的客戶服務(wù)和持續(xù)的客戶滿意度。隨著不斷的發(fā)展，COPC-2000®標(biāo)準(zhǔn)不僅提供了具體的表現(xiàn)考評(píng)指標(biāo)，而且結(jié)合客戶滿意度維系的關(guān)鍵所在，通過(guò)考評(píng)模塊的跟蹤，不斷提高呼叫中心整體表現(xiàn)。僅僅在通過(guò)COPC-2000®正式認(rèn)證的兩個(gè)月間，BCBS呼叫中心的呼入電話平均處理時(shí)間下降了約30%，而服務(wù)質(zhì)量卻大幅提高，呼叫中心取得了驕人的成績(jī)。而TSR公司同樣是COPC-2000®標(biāo)準(zhǔn)的受益者之一，研究數(shù)據(jù)表明，通過(guò)實(shí)施COPC-2000®標(biāo)準(zhǔn)，TSR整體客戶滿意度從50%攀升到93%的同時(shí)，運(yùn)營(yíng)成本卻大幅度下降。
眾多的呼叫中心通過(guò)采用COPC-2000®標(biāo)準(zhǔn)而達(dá)到了認(rèn)證標(biāo)準(zhǔn)，從而獲得COPC的星級(jí)認(rèn)證。而相當(dāng)數(shù)量的企業(yè)，盡管尚未達(dá)到最終認(rèn)證的要求，仍然采用COPC-2000®標(biāo)準(zhǔn)作為呼叫中心運(yùn)營(yíng)和服務(wù)質(zhì)量的考評(píng)指導(dǎo)。
作為在中國(guó)推動(dòng)客服行業(yè)標(biāo)準(zhǔn)化的重要步驟，COPC在2002年2月與太維資訊建立了合作伙伴關(guān)系，共同推進(jìn)中國(guó)客戶服務(wù)產(chǎn)業(yè)的發(fā)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.
依麗莎白演講內(nèi)容摘要－
引導(dǎo)呼叫中心，實(shí)現(xiàn)國(guó)際化標(biāo)準(zhǔn)
COPC將幫助客戶通過(guò)提高服務(wù)效率和精確度，實(shí)現(xiàn)呼叫中心運(yùn)營(yíng)的最佳狀態(tài)，從而降低成本。通過(guò)COPC-2000®標(biāo)準(zhǔn)的實(shí)施，呼叫中心可以根據(jù)這一國(guó)際認(rèn)可的基準(zhǔn)考核體系，逐一考評(píng)現(xiàn)有呼叫中心的運(yùn)行狀況，COPC將幫助客戶發(fā)現(xiàn)現(xiàn)有問(wèn)題，同時(shí)提供相應(yīng)的解決方案，旨在提高生產(chǎn)力，生產(chǎn)效率以及實(shí)現(xiàn)資本的有效利用。
COPC在全球已經(jīng)進(jìn)行了超過(guò)400次的呼叫中心考評(píng)，盡管COPC進(jìn)入亞洲的時(shí)間僅僅三年，卻已有近50家大中型的呼叫中心采用了COPC呼叫中心的考評(píng)體系。讓COPC引以為傲的客戶包括了 American Express, Apple, IBM, Microsoft 以及Motorola。
COPC首席執(zhí)行官Elizabeth女士將同業(yè)界分享在呼叫中心考評(píng)方面的豐富經(jīng)驗(yàn)，同時(shí)向業(yè)界提供了一個(gè)了解國(guó)際化呼叫中心標(biāo)準(zhǔn)，實(shí)現(xiàn)標(biāo)準(zhǔn)化管理體系的機(jī)會(huì)。
總部設(shè)在美國(guó) Austin, Texas以及Amherst, New York, COPC正引導(dǎo)了客戶服務(wù)中心向標(biāo)準(zhǔn)化，縱深化發(fā)展。 COPC 將根據(jù)客戶服務(wù)中心的重要指標(biāo)的考核對(duì)其進(jìn)行星級(jí)認(rèn)定。COPC服務(wù)的客戶已經(jīng)橫跨五大洲，包括阿根廷、巴西、加拿大、新加坡、印度、日本、美國(guó)和英國(guó)等。
COPC-2000®標(biāo)準(zhǔn)創(chuàng)建于1995年，該標(biāo)準(zhǔn)為Microsoft, Motorola, Dell, American Express, L.L. Bean 以及其他關(guān)注客戶服務(wù)的公司及組織共同完成。該標(biāo)準(zhǔn)已經(jīng)在眾多國(guó)家和地區(qū)獲得認(rèn)可，服務(wù)的客戶包括電子商務(wù)、計(jì)算機(jī)軟硬件、金融服務(wù)、醫(yī)療、電信行業(yè)以及其他客戶服務(wù)部門。
COPC與太維資訊已經(jīng)實(shí)現(xiàn)了全面合作，同時(shí)期望與太維資訊攜手，共同推進(jìn)中國(guó)客戶服務(wù)產(chǎn)業(yè)的發(fā)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.