Founded in 1996, COPC is the worlds leading authority on customer contact center operations. COPC standards acknowledge excellence in customer contact centres with respect to performance, service quality and customer satisfaction, while promoting cost reduction. To accomplish this, COPC studied the practices of more than 600 call centres world-wide, and identified the 150 best practices in order to create the COPC standard - a winning formula based on more than 200 performance indicators. This recognition enables Desjardins to position itself as a world-class leader in customer contact centre operations. Its four existing call centres are already highly productive, handling over 2.5 million calls per year. Centre activities are grouped as follows: customer contact centre (1.8 million calls), technical and product support (240,000), research (60,000) and telemarketing (460,000). Work on obtaining this recognition began in 2003, and has enabled Desjardins to reach international standards for high volume call centres. So far, 50 contact centres have been awarded COPC certification world-wide.
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