#contactcenterworld, @transcosmos_pr, @copc
Tokyo, Nov. 15, 2022 -- 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 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.
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, brands have worked with COPC Inc. to certify their call centers and other customer contact operations.
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 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.
Posted by Veronica Silva Cusi, news correspondent
About Transcosmos, Inc.:
Maintaining multi-channel customer support via phone, fax, web and email can be a heavy burden for a company to bear. In addition to maintaining a high quality support system that takes advantage of transcosmos' 40 years of experience in various industries and business models, we can contribute to your company by promoting rapid automation and cost reductions. Further, by adding features such as outbound calling that expands sales, we aim for major positive innovations for your marketing strategy.
Customer Operations Performance Center Inc. (COPC) was founded in 1995 to focus on improving call center operations, monitoring practices in call centers, and training contact centers and vendors for certification. Today, COPC is a provider in CX operations providing consulting and performance improvement services globally.
Published: Wednesday, November 16, 2022
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.