| Customer Operations Performance Centre (COPC-2000) Standard | ||||||||||||||||||||||||||||||
| In 2001, Datacom became the first company in Australia or New Zealand to be certified to the demanding criteria of the COPC-2000 Standard performance management system. In July 2004 Datacom was successfully re-certified to Release 3.1 of the standard and today Datacom is certified to the most up-to-date release, 3.3. During the 5 years of working with the COPC standard Datacom has blended our processes with the COPC framework. This evolution has given Datacom a mature operation unique to the region that we call the “Datacom Way”. Maintaining accreditation to the COPC-2000 Standard requires the ongoing dedication and support of not only the operational staff, but also of a small internal COPC team. Through the application of COPC-2000 Datacom has seen a great improvement in Customer Satisfaction (CSAT). Through our intimate work with the COPC-2000 Standard over the past few years, Datacom has amassed a vast pool of organisational knowledge. We believe that this knowledge and the accompanying implementation skills we have also developed will play a key role in ensuring Datacom provides the highest possible levels of operational excellence. One example of how the business benefited was seen our Microsoft Technical Support Professional department, as summarized by Peter Gossler the Manager of that area:“We changed our transaction monitoring process and correlated the data with CSAT data and could see a direct relation between monitoring results and DSAT (Customer Dissatisfaction). This prompted us to further improve our monitoring and drive DSAT further down from 10% to 8%. As a result of the monitoring, several procedures were changed and helped drive the improvement.” Datacom is the only business in Australia with three fully qualified COPC Registered Co-ordinators, and we feel that this level of expertise, along with a pool of 25 other managers in the organisation who have been successfully trained by COPC in managing to the COPC-2000 Standard, allows us to stand head and shoulders above other competing companies in the contact centre sphere. |
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