Copc

[Fresno]

Recently someone talked to me about COPC for the call center. I have read some things concerning it but wondered if anybody had any opinions.

Thanks

[hermach]

My call center looked into getting COPC certified in 1998. I attended their auditor training and was very impressed. Their Standards are excellent. We did not end up going for their certification but I would recommend it. My company still maintains a good relationship with COPC and we have had other parts of our business certified (not call center related).

[Michcall]

My company currently has 4 centers undergoing review for COPC. We've actually gone back and forth on it a few times. It's not unlike ISO certification however it is directed specifically for call centers, so it is more relevant. I agree with the first poster that their standards are excellent, and they force you to think about each aspect of your business rather than just those that are the hot topics of the time. Managers who have attended the training have been impressed.

[CCPro]

My company became COPC certified in Dec 2002. It took over 2 years and was very frustrating and time consuming. I would agree that the standards are well defined and proper, yet there is too much rigidity with not enough room for a company to modify and "think outsider of the COPC Box." It's their box or no box. We embarked on the COPC adventure by the lure of signing new business. The resulting net income realized ZERO!!! I have yet to find a Client who cares about, yet alone even has ever heard of COPC. In fact, our company is losing a 350 seat site in Washington State this summer and our once profitable, well-run company has been sold to a non-Call Center firm, presumably to liquefy the remaining assets. For my company it has been a total bust; frustrating, causing friction and discontent in abundance, too-long, too expensive, too non-value. I suppose for others it has been a boom. I'd love to hear from legitimate Call Centers, not the COPS folks themselves regarding how much legitimate revenue gains can be attributed to this Certification. With ISO there are countless firms who realize tremendous ROI from their certifications - what about it? Who will "belly-up to the bar" and tout some actual successes???

[cindy.szpanelewski]

I am not familiar with COPC but our help desk went through the HDI or Help Desk Institute Audit and Certification. Our customer does care about this certificaiton. They have an excellent set of standards and are not unreasonble but are outlined to show you how a best in class help desk should operate. This was very beneficial for the desk and we also used their individual certifications for career progression for people on the help desk and their development. I even went through the auditor program and found it very valuable.




Cindy Szpanelweski
Certified Help Desk Institute Auditor
gedas, Inc.
(248) 754-5422

[Saramencia]

I would like to know if this certification is valuable only for outsourcers or for internal CC.

When i say internal CC i refer to CC that functions as departments within the organization.