COPC
Inc., a global consulting firm that helps companies improve
operations to transform the customer experience, is pleased to announce
that Transcom
North America, a global customer experience specialist, has earned
certification to the COPC
Customer Experience (CX) Standard for Outsource Service Providers.
Transcom North America operates a large U.S. and Canadian footprint of
work-from-home advisors supporting a variety of client programs. This
instance of COPC Inc. certification applies to a work-from-home program
providing technical support services for a major Transcom client with
operations throughout the U.S.
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“Transcom demonstrated a tremendous amount of passion, knowledge and
cohesiveness throughout the certification process,” said Cyndy Edwards,
director, COPC Inc., and the lead auditor on the Transcom certification
project. “By completing the COPC Inc. certification process, Transcom
was able to streamline their recruiting practices, improve output, and
strengthen management practices throughout their client’s program. We’re
pleased to see that Transcom and their clients are already reaping the
benefits of COPC certification.”
The COPC CX Standard is a robust, scalable and rigorous performance
management system for contact center operations and is employed by many
of the world’s top brands. The COPC Inc. certification process is
divided into three steps: 1) a COPC Inc. baseline assessment audit of
the call center operation to the COPC CX Standard; 2) COPC Inc.
structured support and training to close any gaps and improve
performance; and 3) a certification audit by the COPC Inc. team to
validate performance and continuous improvement.
Certification
to the COPC CX Standard demonstrates an organization’s commitment to
excellence and validates their achievement of high performance for
quality, efficiency, service, and customer satisfaction. The COPC CX
Standard is managed by the COPC Standards Committee, comprised of
industry leaders and innovators.
“I’m delighted that Transcom AMR has achieved COPC certification given
this is a universally recognized mark of quality, and I trust this adds
to further evidence that Transcom is continuing to invest and grow our
AMR work-at-home business,” states Mark Lyndsell, Transcom CEO, Global
English Region.
To learn more about certification and the COPC CX Standard, visit the
COPC Inc. website at https://www.copc.com/what-we-do/certification/certification-services/.
About Transcom
Transcom is a global customer experience specialist, providing customer
care, sales, technical support and credit management services through
our extensive network of contact centers and work-at-home agents. We are
27,000 customer experience specialists at 50 contact centers across 20
countries, delivering services in 33 languages to international brands
in various industry verticals.
About COPC Inc.
COPC Inc. provides consulting, training, certification and the RevealCX™
software solution for operations that support the customer experience.
The company created the COPC Standards, a collection of performance
management systems for call center operations, customer experience
management, vendor management, and procurement. Founded in 1996, COPC
Inc. began by helping call centers improve their performance. Today, the
company is an innovative global leader that empowers organizations to
optimize operations to deliver a superior service journey across all
channels. COPC Inc. is headquartered in Winter Park, FL, U.S., with
operations in Europe, Middle East, Africa, Asia Pacific, Latin America,
India and Japan. www.copc.com
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