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

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Hiring Spree in the US

There are two interesting trends that continue to make their appearance in Contact Center Solutions Community news on almost a weekly basis, and this week they are prominent. They happen to also be closely related. The first is that that with customer experience improvement being such a large priority for companies around the world, the investment in contact centers is clearly increasing. The second is that whether it is contact centers for individual companies and government agencies of relying… [ Read More ]
09/20/2014

Tellwise Smart Messages Integrated with Salesforce.com CRM

Tellwise Smart Messages has been integrated with Salesforce.com CRM software. This integration offers automated buyer communications, which enables continuous tracking, analysis, reporting and increased sales forecast accuracy. [ Read More ]
09/18/2014

Creating Customers for Life

Finally, a paramount piece to the puzzle is advocacy. By identifying who one's most active users are, and seeing who is gaining the high value from your offerings, it creates the opportunity for walking, talking advertisements. Communities of users can be developed to create best practices, and by fostering these relationships the door is left wide open for a very profitable long-term partnership. Referrals earn these advocates entrance in a loyalty program. To measure levels of advocacy, the me… [ Read More ]
09/18/2014

Xerox Bringing 1,000+ Call Center, Other Jobs to Kentucky

When it comes to the call center world, the growing trend for the market is for companies to return to the United States. Xerox is just one of the companies moving its call center operations back to the U.S. [ Read More ]
09/18/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!