Issue in Implementing Customer Operations Performance Center (COPC)

Yingyu Xu, Xinyuan Xi, Yuki Todo

China Soft International Technology Service Ltd., Shanghai, China.
Department of Electrical and Computer Engineering, Kanazawa University, Kanazawa, Japan.
LeLe Mother’s Maternal Store Ltd., Shanghai, China.

DOI: 10.4236/jsea.2013.68053                

Abstract

Customer Operations Performance Center Inc (COPC) is the world’s leading authority on Contact Center Operations Management. The COPC 2000 Standard is a comprehensive operating model for Contact Centre Operations. It is a world-wide benchmark and certification for contact centers. As well as an overall performance management system, COPC is designed to reduce costs, increase revenue, and improve service, quality and customer satisfaction. However, many COPC implementation projects failed. In this study, we first review the process of implementing COPC. Then, we identify major barriers in implementing COPC. Organizations should take proper measures in overcoming these barriers to ensure successful implementation of COPC.

Keywords

COPC; IT Management

Conflicts of Interest

The authors declare no conflicts of interest.

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