Contact Center Solutions Featured Article

Malaysia BPO, Contact Centers to Improve Performance Using CCAM-COPC

June 03, 2013

The Customer Relationship Management and Contact Centre Association of Malaysia (CCAM) will implement a performance management system in order to stay competitive with other business process outsourcing (BPO) destinations, according to an article in Bernama.

“Malaysia is already a leader in the Asia-Pacific region and our work with COPC (News - Alert) will provide a structure and a framework for all of our contact centers, regardless of their size or location," CCAM President Mohd Irwan Rizal said.

The association will implement CCAM-COPC Performance Improvement Criteria (CCAM-COPC PIC), which defines best practices for contact centers and BPO companies. CCAM expects ten percent of its members to implement the system by the end of the year. The system is geared for both large and small contact centers and businesses. It’s based on COPC’s OPC Customer Service Provider (CSP (News - Alert)) Standard, a popular performance management benchmark for contact centers all over the world.

“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 centers have the opportunity to implement and use COPC Inc. approaches to drive improvements in service, quality, cost and customer satisfaction.” Ian Aitchison, CEO of the Asia Pacific region division of COPC said.

The implementation of the PIC is also expected to create more than 40,000 new jobs in Malaysia by 2020. It’s also expected to increase satisfaction, lower the cost of doing business, improve performance and reduce staff turnover. The move will also make Malaysia more competitive with other outsourcing centers in the region, including the Philippines.

“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 centers and BPO sites for international organizations,” Munirah Looi, CEO of Brandt International and CCAM vice president, said.




Edited by Rory J. Thompson

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