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Global Standards in Service Excellence

Global Standards in Service Excellence. May 2013. Ian Aitchison, CEO Asia Pacific Region. PRESENTED BY:. Why do we need Standards anyway?. More than 30,000 contact centres in Asia Pacific. Quality & Customer Experience Timeline. COPC CSP Standard & COPC OSP Standard . Key Relationships.

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Global Standards in Service Excellence

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  1. Global Standards inService Excellence May 2013 Ian Aitchison, CEO Asia Pacific Region PRESENTED BY:

  2. Why do we need Standards anyway?

  3. More than 30,000 contact centres in Asia Pacific

  4. Quality & Customer Experience Timeline

  5. COPC CSP Standard & COPC OSP Standard

  6. Key Relationships In the Customer Service Provider (CSP) relationship, Internal Clients have entrusted the CSP with providing customer service to the End-Users End-UsersCustomers Products and Services Clientsfor Internal CSPs Customer Service CSPs Customer Service Providers

  7. Why Focus on Customer Satisfaction?

  8. Why Focus on Customer Satisfaction?

  9. But you need to focus on the right things…

  10. How we manage will drive the results we want…

  11. How we manage will drive the results we want… End-User Satisfaction Voice of the Customer As measured by Dissatisfaction Satisfaction Quality Accuracy Monitored using Critical Accuracy Transaction Monitoring Issue Resolution Agent Knowledge Skills Verification Minimum Skills New Hire Training Training Ongoing Training Information Updates Recruitment

  12. How we manage will drive the results we want…

  13. A balanced approach to contact centre performance

  14. What is service excellence?

  15. Ian Aitchison CEO, Asia Pacific Region, COPC Inc. +61 423 021 291 iaitchison@copc.com

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