This provides an overview of the eligibility criteria and a
process for entities seeking certification to the COPC-2000®
Standard. Since this certification process will be refined
periodically, companies are strongly encouraged to contact COPC
prior to undertaking a certification effort.
The process defined below is the COPC recommended process for
most entities, based on the experience of COPC with companies that
have sought certification over the past few years. While some
variations of this model may apply to your situation, this is an
excellent place to start.
The Typical Certification Process
- Step 1-Define the Entity Seeking Certification. The
first step towards certification is to properly define the entity.
This is the segment of the company identified for implementation
of the COPC-2000® Standard. Any location/service can be certified
as long as it can be clearly defined. Even a service within a
location can seek certification. The primary drivers of entity
definition are (1) company, (2) location, and (3) services offered
(i.e., these are typically defined as per Exhibit 1 of the
Standard-customer contact center inbound services, technical
support, outbound contact management, electronic commerce,
fulfillment). Of particular note are the following:
entity must include all organizations (e.g., departments/functions
and locations) that perform, participate in, or outsource any of
the processes required to deliver the services being certified.
These processes include (1) Key Customer-Related Processes (i.e.,
processes that "touch" end users or clients) and (2) Key Support
Processes (i.e., processes that provide the entity with the
capability to perform its key customer-related processes). As an
example, the following departments/functions would typically be
included for an inbound customer service entity:
- Call center
- Credit card processing
- E-mail processing
- New program setup
- Fax processing
- Human resources
- Mail processing
- Software, hardware, telecom
- Account management
- Step 2-COPC Conducts a Kickoff Meeting. COPC will be on
site one to two days to conduct the following meetings:
- Executives - Typically, this is a two-hour session to
introduce executives to COPC and to present data on the benefits
- Customer Contact Center and/or Fulfillment Center Managers -
Typically, this is a four-hour session to introduce center
managers to the specific requirements of the Standard.
- COPC Implementation Team - Typically, this is a four to
eight hour session with the team responsible for driving COPC
- Step 3-Your COPC Coordinators become Registered
COPC-2000® Coordinators. At a minimum, you will need one
Registered COPC-2000® Coordinator at each location seeking
certification. To become Registered, a professional must attend a
rigorous week-long classroom session. There is a minimum
requirement of 90% on the written examination given on the last
day of class. Training sessions are typically offered at least
once every two months in North America and on a less frequent
basis in Europe, Japan, Singapore, Canada, South America and
- Step 4-You Complete, and COPC Evaluates, the COPC-2000®
Application. Your COPC Coordinator completes a COPC-2000®
Application prior to the Step 5 Baseline Assessment. The
Application is a series of questions (a soft copy is provided in
Microsoft Word) related to each of the Items of the Standard. The
Application requires a substantial amount of work (about 40-80
hours) to complete.
- Step 5-COPC Conducts a Baseline Assessment with Your
COPC Coordinators. Your COPC Coordinator joins a COPC team of
professionals and together they review locations seeking
certification (this can occur before or after your COPC
Coordinator attends training). During this Baseline Assessment,
COPC focuses on assessing compliance to the Standard and providing
advice to the entity on actions to take to improve service,
quality, and cost performance.
- Step 6-Your Team Fills the Gaps/Implements the
Standard. Your COPC Coordinator is responsible for working with
your operations team to fill the gaps identified in Step 5. COPC
supports your Coordinator by assisting them with a structured set
of conference calls. Initially, these will occur every other week
for several hours per call. An example of what is meant by
- The First Call identifies your Key Customer-Related
- The Second Call identifies the metrics required for your
- The Third Call identifies your Key Suppliers.
- Step 7-You Complete, and COPC Evaluates, the COPC-2000®
Application. Your COPC Coordinator completes a COPC-2000®
Application two months prior to the anticipated Step 8
certification audit. This is the same application, in terms of
format, as in Step 4. In fact, most companies just update the Step
4 application. COPC will score the application and conduct a four
to six hour review session with your implementation team by phone.
Where non-compliance is found, COPC will work with your
Coordinator on subsequent conference calls to rectify your
approach. COPC has found that with this step included, there are
usually no issues of approach in the Step 8 audit. Without this
step, however, issues of approach often arise during the Step 8
audit, delaying certification.
- Step 8-COPC Conducts a Comprehensive Compliance Audit.
COPC will conduct a comprehensive certification audit of your
entity that includes a comprehensive audit of all Items of the
Standard. This audit typically requires two to three COPC auditors
for three to five days on site. The output from the Compliance
Audit will be a certification decision and a written report. There
are four possible certification decisions:
- Certified-The entity is compliant on all scorable Items of
- Conditionally Certified-The entity is compliant on at least
27 Items and has minor deficiencies in the remaining Items.
- Certification Candidate-The entity is compliant on at least
11 Items of the Standard and management formally commits to
becoming fully certified within 12 months.
- No Classification-The entity complies with less than 11
Items of the Standard.
- Step 9-COPC Conducts a Second Compliance Audit (only if
necessary). If non-compliance is found in Step 8, COPC may need to
conduct a second compliance audit. However, as most CSPs become
certified at their first attempt, neither you nor COPC should plan
for additional audits.
Typically, an entity spends 9 to 12 months of diligent effort to
become Certified. The fastest any entity has achieved certification
was three months, however, this company already had a rigorous
internal quality process in place. In addition, the entity seeking
certification was small, in one location, and had a limited number
of key customer-related processes.
Six months after an entity first achieves certification (and thus
six months prior to that entity's first re-certification audit), the
entity must complete, and must evaluate, the COPC-2000®
Re-Certification Application. This application is a modified version
of the application completed prior to certification. It is
particularly focused, however, on examining the latest performance
data required in Category 4.0 of the Standard. COPC will score the
application and conduct a four to six hour review session with the
entity's implementation team by phone. There will be no implications
if the entity has fallen out of compliance. However, the entity will
be responsible for rectifying any non-compliance Items that were
identified. This 6-month review should reduce the chance of
compliance issues arising during the re-certification audit.
Every 12 months following Certification, the entity must be
re-Certified. This will typically require two to three days by one
COPC auditor for each entity. All re-certifications include KCRP
audits and reviews of several additional Items of the Standard. If
deficiencies are found, the entity must prepare and present a
corrective action plan. If corrective action is not implemented
within a reasonable time, the entity's certification is revoked.
Key People Involved
The following are involved when seeking certification within the
- COPC Lead Auditor-a COPC staff professional who oversees the
certification process and authorizes the final certification
- COPC Registered Coordinator(s)- A staff member(s) of the
company seeking certification responsible for implementing the
- CSP Senior Management-the management of the CSP approves and
supports the certification initiative
The following people are involved when seeking certification
outside the United States:
- COPC Headquarters-the organization that issues the
- COPC Licensee-a professional of a COPC authorized firm who
oversees the certification process and submits the final
application to the COPC headquarters
- COPC Registered Coordinators and CSP Senior Management-remain
All information contained in this document is the property of
Customer Operations Performance Center Inc. (COPC) and maintains the
right to modify or change the Certification Process at any time and
without notice. COPC maintains the sole right to determine
Certification Status of any entity.
If you need additional information, email to firstname.lastname@example.org or
call 91-22-460 2519.
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