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 Contact Centers Certification Program |
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Customer Operations Performance Center (COPC) Model
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Scope of Work
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Information Technology Industry Development Agency (ITIDA), represented by Software Engineering Competence Center (SECC) aims at supporting, encouraging and funding Contact Centers operating in Egypt, which export their services worldwide. The aim of such an initiative is to help Contact Centers compete worldwide, increase their revenue sharing and competitive edge; as well as improve their quality of services to ensure customer satisfaction. SECC found that the best model to use is the COPC-2000® CSP Standard Certification.
The certification process will be managed, monitored and supervised by SECC under this scope of work.
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Importance of COPC-2000® CSP Standard
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The COPC-2000® Standard is a Performance Management Framework delivering results in all contact center operations, especially in Call Centers, E-Commerce Centers and Transaction Processing Operations. It is relied on worldwide as a valued strategy for implementing contact center best practices that improve performance in customer satisfaction and service, inbound and outbound sales, service dispatch, collections, retention, remittance processing, fulfillment, and other service operations.
Certification to the COPC-2000® CSP Standard ensures the Performance Management System is installed, implemented, and producing results.
COPC CSP Performance Management system is a set of management practices, key metrics/ measurements and training for customer- centric service operations.
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Project Phases
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- Phase 1: Management Awareness Seminar (Date will be announced later)
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COPC will provide a one-day management seminar aimed at senior managers within the contact centers operating in Egypt. The aim and content of this seminar is:
- Provide an in depth review of the COPC management framework and what being COPC certified means
- Explain the benefits of being COPC certified
- Describe the COPC certification process and the roles and responsibilities within COPC and the Certification Candidate
- Explain in greater detail what is involved in certification and what is expected from candidates
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- Phase 2 : Registered Coordinator Training (Date will be announced later)
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Each contact center applying for certification must have at least one COPC registered coordinator. COPC will deliver a 5 day Registered Coordinator class in Cairo. This class will be held collectively to the contact centers interested in applying to this program.
Participants receiving a minimum score of 90% will achieve CSP Registered Coordinator Status.
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- Phase 3 : Certification Process:
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There are three major parts to the certification process:
Baseline Audit: This is a week long audit of each center. COPC will at the end of each audit provide the center with an assessment of its status with regards to certification as well as how it compares to our benchmark database built from over 800 Client site audits.
Structured Support: Provision of structured support for each participating center. This allows for 6 months of support per center.
Certification Audit: When the center is ready COPC will conduct a certification audit for each center.
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Application
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Please download the application, complete & send via e-mail to Ms. Sherien Faragallah sfaragallah@itida.gov.eg. Deadline to submit application is Thursday- July 16th, 2009.
- Download COPC Application: COPC Application...
 
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Cost Sharing
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- Total cost is USD 100,000
- ITIDA
will subsidize 90% of the total cost (i.e USD 90,000).
- Each center
cost sharing will be 10% of the total cost (i.e USD 10,000).
For more information about the COPC Model
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