Our way of working
Our way of working is inspired by the COPC management methodology. We use COPC as a framework for our actions, not as a straitjacket. COPC stands for Customer Operations Performance Centre and is the best-known and most widely used management model worldwide for continuously improving the customer experience. COPC provides a set of management practices and measurement systems for organisations involved in managing the customer experience across a single channel or across multiple channels. COPC is based on common terminology and demonstrable links and patterns specific to managing contact centres. COPC has proven to really contribute to improving the customer experience by increasing service, quality and revenue, reducing costs and, as a result, increasing customer satisfaction and profitability. COPC is based on goals being set and employees and business processes (enablers) needing to be managed to achieve the desired results. COPC provides the structure to clearly identify whether there is underperformance, performance in line with target or above target. This is reflected in the quality approach used.