To secure COPC® (Customer Operation Performance Center) certification as assurance of the best Customer Experience and Operations Excellence.
To secure COPC® (Customer Operation Performance Center) certification as assurance of the best Customer Experience and Operations Excellence.
COPC® is a results-oriented Comprehensive Management Model that goes one step beyond and, in addition to addressing service quality and processes, also covers end-customer satisfaction. The methodology is based on a High-Performance management model and transforms services by adding order and strictness to every aspect leading to excellent operation.
COPC® is a results-oriented Comprehensive Management Model that goes one step beyond and, in addition to addressing service quality and processes, also covers end-customer satisfaction. The methodology is based on a High-Performance management model and transforms services by adding order and strictness to every aspect leading to excellent operation.
The main benefits of the COPC® methodology include:
We worked side-by-side with the client for 2 years to secure the certification, which made them one of the few companies in the world to have earned the seal.
The main benefits of the COPC® methodology include:
We worked side-by-side with the client for 2 years to secure the certification, which made them one of the few companies in the world to have earned the seal.
Kenwin, auditors of the certification process, emphasize how difficult the methodology is to implement. Flavio Gilardi, Consulting Manager, Kenwin: “The COPC® process certification project is complicated by design. In the case of Atento España, we had to define several activities and functions from the outset. We devoted exclusive resources to this activity and incorporated a new monitoring form and a satisfaction survey. This analysis enabled a better understanding of aspects relevant to end users and of how to focus operations on their management and satisfaction. As a result, we achieved sustained satisfaction gains that have kept up over time.”
Kenwin, auditors of the certification process, emphasize how difficult the methodology is to implement. Flavio Gilardi, Consulting Manager, Kenwin: “The COPC® process certification project is complicated by design. In the case of Atento España, we had to define several activities and functions from the outset. We devoted exclusive resources to this activity and incorporated a new monitoring form and a satisfaction survey. This analysis enabled a better understanding of aspects relevant to end users and of how to focus operations on their management and satisfaction. As a result, we achieved sustained satisfaction gains that have kept up over time.”
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