Malaysia Chosen To Pilot COPC® Performance Improvement Criteria Program

May 3rd, 2013

The Customer Relationship Management and Contact Centre Association of Malaysia (CCAM) has agreed to endorse the new COPC® Performance Improvement Criteria (COPC PIC) for a pilot program in Malaysia. The COPC PIC is a set of operational requirements based on the COPC Customer Service Provider (CSP) Standard, the industry’s most well recognised and highly regarded performance management system for customer contact centres.

The COPC PIC defines the minimum level of good practices to effectively manage a contact centre and focuses on those items that have a major impact in determining the performance of the centre for its clients and end users. This set of requirements is designed for rapid and affordable implementation and works well for both small and larger contact centres and business process outsourcing (BPO) organisations.

Mr. Mohd Irwan, President of the CCAM, said, “We’re very excited about the improvement the COPC Performance Improvement Criteria will bring to our members and to the industry as a whole. Malaysia is already a leader in the Asia Pacific region and our work with COPC Inc. will provide a structure and a framework for all of our contact centres, regardless of their size or location.”

Ian Aitchison, CEO, Asia Pacific region, COPC Inc. said, “We are pleased to be piloting the COPC Performance Improvement Criteria in Malaysia and to be working in partnership with our friends from the CCAM. Our goal here in Malaysia is to ensure that all contact centres have the opportunity to implement and use COPC Inc. approaches to drive improvements in service, quality, cost and customer satisfaction.“

Organisations that implement the COPC PIC will compare their performance against world-class operations and work to achieve minimum standards for high performance. Upon completion of the COPC PIC, contact centres and BPO organisations will increase customer satisfaction, lower cost to serve, improve operational performance, and reduce staff attrition.

Munirah Looi, CEO of Brandt International and Vice President of the CCAM added, “We feel that implementation of the COPC PIC, along with the continued adoption of the COPC CSP Standard, will improve the customer experience and help promote Malaysia as a destination of choice for contact centres and BPO sites for international organisations.”

Media Contact :

Mohd Irwan Rizal
President, CRM & Contact Centre Association of Malaysia (CCAM)
HP: 019-3085916

Munirah Looi
CEO, President & Founder, Brandt International /
Vice President, CRM & Contact Centre Association of Malaysia (CCAM)
HP: 012-2881289

Ian Aitchison
CEO, Asia Pacific Region, COPC Inc.
HP : +61 423 021 291

About COPC Inc.
Since 1996, COPC Inc. has provided consulting services and training to help companies improve revenue, reduce costs, and increase customer satisfaction in operations that support the customer experience. COPC Inc.’s main offering is performance improvement services for customer contact centers, including in-house and outsourced, as well as vendor management organizations.
The foundation of all COPC Inc. work is the COPC Family of Standards, a collection of the most prestigious and rigorous performance management systems for the customer contact industry. COPC Inc. is privately held with headquarters in Winter Park, Florida, U.S., and with operations in Europe, Asia Pacific, Latin America, India and Japan.

About the CCAM
The Customer Relationship Management and Contact Centre Association of Malaysia (CCAM) was inaugurated in September 1999. Since then, it has been at the forefront of developing the local CRM and contact centre industry in Malaysia. The organisation is a strategic think tank, an educational platform, and a progressive establishment geared towards constantly improving the calibre of industry professionals. The CCAM operates out of its headquarters in Kelana Jaya.

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