COPC-2000® 顾客服务提供商标准 中文版

Introduction to the COPC® PerformanceManagement SystemCOPC® 绩效管理体系介绍The COPC® Performance Management System is a set of management practices, keymetrics/measurements and training for customer-centric service operations designed to:COPC®绩效管理体系是一套管理做法、关键指标/测量以及一套以顾客为中心的运营服务培训体系，设计用来：• Improve customer satisfaction through improved service and quality通过改善服务和质量提高顾客满意度；• Increase revenue (for centers that are revenue driven)提高收入（对于产生收入的中心而言）；• Reduce the cost of providing excellent service降低提供优质服务的成本Experience has demonstrated that centers that successfully implement the COPC®Performance Management System can dramatically lower costs while maintaining orimproving service quality as well as client and end-user satisfaction.经验表明成功执行 COPC®绩效管理体系使得中心在大大降低了成本的同时，保持甚至提高了服务质量及客户和最终用户满意度。