COPC (Customer Operations Performance Center) is a performance management framework originally designed to focus on customer-centric service operations. It was developed in 1996 by a consortium of companies including Intel, Microsoft, Motorola, and Texas Instruments. The goal of COPC is to meet or exceed customer expectations by managing service operations effectively.
COPC is used in a variety of industries, including telecommunications, technology, financial services, travel, and utilities. It's typically implemented by companies that have a significant focus on customer service operations, and it's often used as a benchmark for customer service excellence.
The purpose of COPC is to improve customer service operations by focusing on key performance metrics and processes that directly impact customer satisfaction.
COPC is implemented through a series of steps that include benchmarking current operations, identifying key performance metrics, implementing changes to improve performance, and continuously monitoring and adjusting operations to meet customer needs.
There are several software solutions available that can aid in the implementation of COPC, such as COPC Data System, a performance management system that helps companies measure and manage customer service operations.
Companies that implement COPC may see benefits such as improved customer satisfaction, increased operational efficiency, and improved financial performance. In addition, COPC can help companies identify areas of improvement in their customer service operations and make data-driven decisions.
In conclusion, COPC is a valuable framework for any company that prioritizes customer service. It provides a structured approach to managing customer service operations, with a focus on continuous improvement and customer satisfaction.