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: Interactive Intelligence Lync Integration

The Contact Center Solutions Community continues to grow in terms of both jobs and the reach of community interests as this week's news highlights. [ Read More ]
10/25/2014

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014
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!