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COPC Certification Process





COPC (Customer operations performance centre - overview)                  PPT Presentation

Highly Valued Certification


CERTIFICATION PROCESS

Introduction

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:

    --The 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
    • Training
    • 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 of certification.
    • 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 implementation.


  • 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 India.

  • 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 "structured" follows:
    • The First Call identifies your Key Customer-Related Processes (KCRPs).
    • The Second Call identifies the metrics required for your KCRPs.
    • 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 the Standard.
    • 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.


Timing

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-Month Review

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.

Re-Certification Audits

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 United States:

  • 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 Standard
  • 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 certification decision
  • 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 the same

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 ashit@copc.com or call 91-22-460 2519.







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