The COPC® Family of Standards is a globally recognised performance management framework that enables you to measure and improve all operational activities that support the customer experience.
COPC is an acronym for Customer Operations Performance Centre.
Who is COPC?
COPC is a management consulting business founded in the USA in 1996.
Privately held, COPC specialises in customer experience transformation and they provide a range of services including consulting, training, certification and benchmarking.
With specific regards to CX, their Family of Standards include:
- CSP Standard for Customer Service Providers (for internal operations)
- OSP Standard for Outsourcer Service Providers (for outsourced operations)