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COPC® Implementation Success Story in India |
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» Introduction |
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COPC® is widely regarded as the de-facto standard for Contact Center and BPO operations management and performance improvement across the world. There are over 200 instances of COPC® implementation, over 1000 assessments, and/or usage around the world, across over 50 countries including Argentina, Australia, Brazil, Canada, China, India, Japan, Philippines Singapore, United Kingdom, and the United States.
India, the world’s leading Services provider has adopted COPC® completely. Over 80% of the industry is currently covered by COPC®. QAI is the exclusive implementation partner for COPC® Inc. for Sri Lanka, India and Pakistan.
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» The India Implementation Story |
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India, the world’s largest ITES-BPO operations center, has adopted the usage of COPC® Performance Management System. Some of the key highlights of this adoption are: |
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| a. |
Over 35 organizations (with more than 45 independent entities) have implemented COPC®. This is the largest number of implementations by a single implementation partner in any country outside the USA. |
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| b. |
Over 300 professionals across various organizations are trained and certified as COPC® Registered Coordinators. |
| c. |
The adoption of COPC® is wide and across the sub-segments of the industry – including Captive units, 3rd Party Providers, Outsourcers, Financial BPO majors, Telecom operators, IT Service Providers and Top names in the ITES-BPO industry. |
| d. |
There are over 70 in-depth end-to-end operations assessments based on COPC® that have been conducted in India. |
| e. |
COPC® implementation has covered over 120,000 operators in India. |
| f. |
On an average there is one audit done for COPC® per month in India. |
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» Relevance of COPC® to Indian ITES-BPO Industry |
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| Sr. |
Requirement |
Qualifier |
Comments |
| 1. |
Return on Investment |
Cost reduction & Control / Profit maximization |
The reduction in overall cost base and significant improvement in service quality and revenue through COPC® implementation is one of most visible benefit. We have seen clients recovering their investment in the framework within 4-6 months of certification |
| 2. |
Ensure Customer Satisfaction |
By consistently meeting service delivery commitments |
One of the underlying principals of COPC® is Satisfying the Customer and taking the end users view |
| 3. |
Acceptability |
Of the framework in the Industry / Clients (certification). |
The most relevant and widely accepted standard for ITES-BPOs across the globe. Over 1000 BPO assessments across 50 countries. Especially applicable to 3rd party as well as captive units like HealthNow, Microsoft, DHL, Dell, Citi Group, HP, Reliance Infocomm. |
| 4. |
“Relevance to my situation/ industry” |
Is it specific to an Indian ITES-BPO company’s Domain or is it a generic framework? |
Third party ITES-BPOs, Captive BPOs and Shared Services domain are extensively covered by COPC®. |
| 5. |
Drive Continuous improvement |
Though metrics, standards & benchmarks to follow to improve productivity & reduce Cost |
COPC® is based on the following principles: Setting high performance targets and achieving results, continuous improvement, learning from past performance, improving where not meeting target, managing by data rather than opinion and all required metrics should be tracked. |
| 6. |
Differentiate |
Help Create & maintain a competitive advantage of a company |
The certification journey acts as unique differentiator for the company in the market place as well as help in maintaining its competitive advantage. |
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» Use of COPC® in Non-voice BPOs – the India Example |
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The relevance of COPC® in Non-voice programs is increasingly established over the last few years. Here are some of the demographics and statistics from QAI’s India implementation experience of COPC®: |
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