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In late March 2020, Shandong Sunshine Financial Service Information Technology Co., Ltd. launched its bid to become the first business process outsourcer (BPO) enterprise in China to be certified to the COPC Customer Experience (CX) Standard Release 6.1, setting its sights on certification for three sites: Chengdu, Weihai, and Weifang. What has made Sunshine Financial Service’s pursuit unique is that many of the key components of the certification process have been conducted virtually, capitalizing on COPC Inc.’s recent move to virtualize a wide range of services including consulting, training and COPC certification. Certification to the COPC CX Standard ...
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The COVID-19 crisis is impacting the contact centre and BPO industry all around the world. In the Philippines, the government’s shutdown of the island of Luzon (which includes Metro Manila) has resulted in many contact centres closing their doors to staff. In countries such as the UK, the US, India and South Korea, call centres have already reported cases of COVID-19 among staff and have been shut down. The mayor of Seoul in South Korea even stated that the call centre was the largest case of mass infections in the city. Beyond the obvious health issues and the impact on our global healthcare systems, this crisis has brought about an unprecedented challenge ...
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On November 8, 2019, the COPC China User Group Meeting was successfully held in Shanghai. The meeting was hosted by Taiping Insurance as the rotating chairman. COPC China User Group representatives in attendance included Meituan Dianping, Guangdong Power Grid, Guangzhou Telecom, Welsend, Sunshine Insurance, Bank of Communications, Teleperformance and Zhong You Tian Cheng Technology. The mission of the meeting was to communicate to users in China the research and updates from the COPC Standards Committee on the industry and standards, as well as to collect feedback from them on behalf of the committee as a reference for future development of these standards. ...
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“It is a great honor for Shouqi Limousine & Chauffeur to be certified to the COPC Customer Experience Standard. Our customer service centre provides services to both customers and drivers. Efficiency is important, but quality is what all Shouqi staff pursue. I hope we are ready to offer warm and quality services with the tools and methodologies we have learned through COPC certification.” — Liang Haichen, Co-CEO of Shouqi Limousine & Chauffeur Du Duo, Senior Director of Shouqi Limousine & Chauffeur Customer Service Centre, oversees the management of customer experience, multiple channel services and the establishment of service systems. ...
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By Kyle Kennedy From October 21-22, 2019, I had the pleasure of gathering with some of the industry’s top minds during the fall meeting of the COPC Standards Committee — the governing organization responsible for the management and expansion of the COPC Customer Experience (CX) Standard . The COPC CX Standard is a comprehensive performance management system designed to improve operations that support the customer experience. From around the globe, Standards Committee members and guests met in Ponte Vedra, Florida, to discuss current and future iterations of the COPC CX Standard, as well as the state of the industry. Alongside these discussions, ...
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This past August, Shreekant Vijaykar, director for Asia Operations for COPC Inc., had an opportunity to sit with Gladys Labradores, regional director for Conduent, in Manila, Philippines. Gladys is a seasoned BPO leader with proven expertise in service operations and contact center strategies. Shreekant asked Gladys about industry trends, future challenges and opportunities, and Conduent’s relationship with COPC Inc. Q: Gladys, can you tell me a little about Conduent and its current position in the business? The Conduent brand name was created in January 2017. However, the organization has been around for a lot longer. It used to be part of this ...