CCMP

Implementing your vision through the whole organisation can be quite a challenge. Being a large organisation makes it difficult to check if every employee is aware of your vision, and know how to apply it themselves. The interaction between your employees and your clients is important for the way the organisation is perceived by its target audience. In order to measure your teams efforts you need to define some kind of playbook, or as we call it the roadmap to 90% satisfaction. We can help you to define the proper standards to achieve a higher customer satisfaction, and continuously manage and improve them. We guarantee maximum results by working according to the COPC standards.

What does COPC do for an organisation?

Attaining COPC certification is considered the most renowned level of high performance in customer experience management. It enables CCMP to measure and improve all operational activities within an organisation related to customer experience. Everything based on industry-proven best practices to employ and endeavour the highest level of quality standards. Based on COPC we work with strict processes and a sharp focus on quality to ensure standardisation and commitment across the entire organisation. At CCMP we achieve a COPC certification by translating it into five P’s: processes, planning, people, performance and primacy (leadership).

People & Processes

Create an overview by analysing the current situation in order to see where things go right or wrong. How are your employees doing now? What are the averages of compliancy? How are the customers responding to your employees currently? Where do we need to focus on first? What do we want to tackle now and what comes next? What are our KPI’s, who’s our target audience and how do we think to improve our customer experience? Lots of questions that need to be answered first. All equally important to create the essential foundation for your organisation. It enables us to define which quality standards are important and need to be measured. Combined with a close look into the processes now and the future we'll start to create a plan to achieve a higher customer satisfaction, step by step.

Planning & Performance

At this point we know exactly what the quality standards and points of improvement are for your organisation. Our next step is to come up with a structured plan so we can measure and collect more data. A complete setup, including carefully selected tools and software, is guaranteed with us. Bearing in mind our defined standards it gives us insights about the way our team performs over a certain period. We’ll show you very clear results, points of improvement and records of your employees and their possible errors. A factual analysis on whether your employees perform the way you endeavour and a real-time status of your customer satisfaction. Enough food for thought to discuss in order to achieve that one important goal, the highest level of quality standards.

Primacy

Time to adjust and steer your organisation based on the right metrics and processes now you’re working with us. We can keep monitoring the results of your organisation based on your new adjustments over and over. Constantly improve the quality of your customer care. Giving you the confidence that your customers are getting the highest levels of service possible for your organisation.

Certified

When working with CCMP, it instantly becomes clear you use objective insights derived from clear data to constantly improve your customer care. We offer you the guidance and expertise to maximise your quality to the highest standards. Helping you share your vision with your employees, train them to implement it into customer experience and guide you with streamlined processes. Providing the best performance balancing customer satisfaction, revenue, service, quality and costs. All verifiable with the pre-defined COPC standards in mind!