WINTER PARK, Fla.--(BUSINESS WIRE)--COPC Inc. today announces that Minacs, a global business solutions outsourcing company, has earned re-certification to the COPC Outsource Service Provider (OSP) Standard for two contact centers in Peterborough and Niagara Falls, Ontario, Canada. The COPC OSP Standard is a performance management system for third-party providers of call center services and is part of the COPC® Family of Standards. Certification is achieved after COPC Inc. conducts an operational review to verify an outsourced contact center meets benchmark performance for quality, efficiency, service, customer satisfaction, cost and revenue.
Minacs provides customer lifecycle, marketing, finance and accounting, procurement and IT solutions, including contact center services. The company has 35 call centers in North America, Europe and the APAC region. The two call centers in Ontario were re-certified to the COPC OSP Standard at the end of 2014. The Peterborough center has been certified by COPC Inc. since 2005. The Niagara Falls location has been certified since 2008.
Two other Minacs contact centers in Southfield, Michigan, and Bangalore, India, are in review for re-certification to the COPC OSP Standard. A fifth call center in Montreal, which opened this month, is also planning to apply for certification to the COPC OSP Standard. These five Minacs contact centers include approximately 3,000 agents and provide customer support services for a major technology company.
“Minacs has been working with COPC Inc. since before its first contact center was certified in 2005. As the company has grown and expanded locations, our relationship has grown with them. The team at Minacs is a dedicated group of professionals who strive to reach the top level of benchmark performance. We commend them for their drive to provide quality contact center services to their clients,” said Scott Flewelling, vice president, COPC Inc.
The COPC OSP Standard includes best practices for a multi-channel contact center—one that interacts with end users by text, voice, chat, email, or back-office interactions. Additionally, this Standard provides guidance regarding client requirements, sales and business development, and managing client relationships.
“At Minacs, we take seriously our responsibility for satisfying our clients’ customers and we pride ourselves on our quality of service. Our ongoing certification to the COPC OSP Standard proves our commitment to excellence. Being recognized by COPC Inc. is not only an honor for our team internally, but obtaining this prestigious and well known certification is a signal to current and future clients that we are an industry leader,” said Keith Callahan, chief delivery officer, Minacs.
To achieve certification to the COPC OSP Standard, an organization commits to an extensive process to review, revise and implement change in their contact center operations. This process begins with a baseline assessment as compared to the requirements of the COPC OSP Standard. Then the COPC Inc. team provides support and training to address deficiencies and recommend operational changes based on best practices. Certification to the COPC OSP Standard validates that the contact center’s improved operations are scalable, sustainable and consistently implemented.
For more information about COPC Inc. certification, visit http://www.copc.com/certification/.
About COPC Inc.
COPC Inc. is an innovative global leader that empowers organizations to manage complex customer journeys. With a focus on driving improvement, the company provides consulting, training and certification for operations that support the customer experience. Founded in 1996, COPC Inc. began by developing the COPC® Family of Standards and helping call centers increase their performance. Today the company works with hundreds of leading brands worldwide to optimize key customer touch points and deliver a seamless experience across channels. COPC Inc. is privately held with headquarters in Winter Park, Florida, U.S., and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. For more information, please visit www.copc.com.
About Minacs
Minacs is a leading outsourcing business solutions partner to global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare, and public sectors. 21,000 Minacs experts across 35 centers worldwide deliver customer experience, marketing, and back office solutions to power superior business results for clients. www.minacs.com.
