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CCAM to improve contact centre operations in M’sia

Posted on May 6, 2013, Monday

KUALA LUMPUR: The Customer Relationship Management and Contact Centre Association of Malaysia (CCAM) has signed an agreement with US-based COPC Inc to help improve the operations of contact centre and business process outsourcing (BPO) industry in Malaysia.

CCAM has agreed to endorse the new COPC Performance Improvement Criteria (COPC PIC) for a pilot programme in Malaysia, according to a joint statement by CCAM and COPC.

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 contact centre for clients and end users.

This set of operational requirements are 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.

It is designed for rapid and affordable implementation and works well for both small and larger contact centres and BPO organisations.

CCAM president Mohd Irwan Rizal said, “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 contact centres, regardless of their size or location.

“We are excited about the improvement the COPC PIC will bring to our members and the industry as a whole.”

Meanwhile, Ian Aitchison, chief executive officer, Asia Pacific region, COPC Inc said its goal in Malaysia was to ensure that all contact centres have the opportunity to implement and use COPC’s 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. — Bernama

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