SMU MBA ASSIGNMENTS

Ans:- The COPC-2000 CSP Standard was established in 1996, by leading technology corporations that outsourced and function contact centres For example, Microsoft, Compaq, Intel Corporation, Novell, and Dell), other companies with customer service provided by their within managed centres For example, American Express, L.L. Bean, and Motorola. Individuals with broad experience in operations management and performance improvement converged in to prepare an exclusive standard. All of them, at that time, were buyers, providers, or senior managers responsible for the operational management of customer service operations. They were not satisfied with the performance of existing operations, they worked together to have effective work place maintaining standards and improve industry service levels.

A growing number of companies have concurred with the developers of the Standard in insisting on quality service providers to handle their business. To assure that a company measures up, many rely on COPC Certification as an indicator.

In mid 2001, the Standards Committee concluded that buyers of Customer Contact Centre services could also benefit from the implementation of a Standard developed specifically to meet the unique aspects of their Vendor Management Organisations (VMOs). To develop and test the COPC-2000 VMO Standard, a subcommittee of the Standards Committee:

• September 2001 — March 2002: There was a petition issued for input from a number of VMOs and an initial draft of the Standard was developed.
• April — May 2002: Representatives from both leading VMOs and CSPs met to review the Standard in detail, identify, and make necessary refinements.
• December 2003 — February 2004: A new version of COPC-2000 CSP version 3.4 base standards was released.
• June 2005 — August 2005: The VMO Standard was updated to reflect the changes made to the COPC-2000® CSP Standard, Release 4.0.

Organisations pursue standards certification for a wide variety of reasons that align with their corporate objectives. The most common reason of following this standard is to enhance customer service, customer satisfaction and employee satisfaction.

Benefits of COPC 2000 Standards are as follows:

• The Standard provides a sustainable performance management framework for the contact centre, linking performance objectives with operational processes and the people who manage and maintain them
• It focuses on developing and driving initiatives that implements high performance in customer-service organisations.
• The Standard specifies minimum operational requirements in critical functional areas.
• Helps CSPs in demonstrating capability to achieve a majority of their performance targets.
• The Standard drives proactive management of the supplier base, lowers outsourcing management costs and improves internal client satisfaction.
• The Standard helps Organizations to identify all operational gaps between requirements set in the COPC 2000 CSP standard and internal operations.
• The COPC-2000 VMO Standard equips outsourcing management teams with key management tools including supplier assessment methodology and measurement reporting.
• VMO with the help of the standard is able to actively monitor and manage the system over time to improve performance.
• Drive high performance — improve Revenue, Service, Quality and Cost.