COPC® Management Training Series
A collection of 12 online
training modules, the COPC
Management Training Series
provides you and your staff with
best practices and benchmarks
in a broad spectrum of topics
for operations and support
functions in the contact center
Features include:
Nearly 16 hours of training
developed by COPC Inc. and
based on the COPC Family
of Standards
No travel expenses are incurred;
you or your staff can access each
training module from work or
home, 24 hours a day, any day
of the week
Manage your own participation
and time, taking longer or shorter
modules as your schedule permits
Track progress and class
transcripts for your training or
to manage group training
Each module includes a course
outline and knowledge checks
to ensure understanding
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This series of online training was designed for contact center
professionals who want to expand their learning with the benefits
of a flexible, modular approach. The COPC® Management Training
Series is based on the COPC® Family of Standards, including best
practices and benchmark performance levels observed in high-
performing operations throughout the world.
Participants have the flexibility to focus on one module at a
time, choosing topics that are the most beneficial or timely to
their immediate needs. Topics include:
• Applying the COPC Family of Standards in your work environment
• An introduction to the fundamentals of the contact center industry
• How to adjust “real time” to fluctuations in volume, handle
time and adherence
• Identifying and correcting pitfalls in your quality program
• Inbound phone service metrics and how to set appropriate
performance targets
• Managing deferred, “non-phone” or “batched” transactions
• Understanding operational costs of a contact center
and techniques to improve overall efficiency
• Techniques for the key areas of recruiting, hiring, training,
skills and knowledge verification
• Creating attractive, impactful charts and graphs in the
contact center
• Important elements of real time management and forecasting,
staffing and scheduling
• Measuring and managing absenteeism and attrition
This training series is available online for individuals or groups at
www.copctraining.com. You must become a member of the COPC
Training Center to access any online training. Membership is free.
COPC Management Training Series Modules
Introduction to COPC Inc.
The perfect introduction to any COPC Inc.
training program, this overview introduces you to
the complex relationship between end users,
customer contact centers, and vendor
management organizations. This brief class also
shows you how companies can apply the COPC®
Family of Standards to improve their overall
performance in their customer contact centers.
Length of course: 15 minutes
An Introduction to the Contact Center Industry
Geared towards those who are new to the
contact center industry, this program covers a
broad range of foundational topics enabling the
newcomer to “speak the language” and
understand how best to perform their role in the
contact center. This program also covers key
metrics that a newcomer should understand, such
as service level, average speed of answer, and
average handle time.
Length of course: Approximately 1 hour
Inbound Phone Service Management and Metrics
The journey of a call, from when the customer
finishes dialing to when the call is answered by a
contact center agent, is an important concept to
understand to achieve a high level of customer
satisfaction. In this training program, we will
review the inbound phone service process and its
related metrics, and you will learn how to set
appropriate inbound phone service performance
targets. This module is essential for contact
center operations staff.
Length of course: Approximately 1 hour
2
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Cost, Efficiency and Productivity Metrics
and Management
An important metric that should be managed
effectively in a contact center is cost and
efficiency. In this program, you will learn the
components necessary to understand costs from
a contact center’s view and also techniques to
improve overall efficiency. This module will
provide efficiency measurements and guidance
on practices that should help reduce overall costs
associated with operating a contact center. This
training is fundamental for the operational
management staff of a contact center.
Length of course: 1.5 hours
Deferred Transactions Management and Metrics
The purpose of this course is to provide an
overview to the management of deferred or
“non-phone” or “batched” transactions. In this
program, you will learn what deferred transactions
are, how to measure them, and how to manage
them.
Length of course: Approximately 1.5 hours
Quality: Common Pitfalls and How to Avoid Them
Most centers have quality programs that add little
return on investment (ROI). These centers invest
heavily in time, resources and systems in their
quality program, but see little to no impact on
customer satisfaction, sales, cost, efficiency or
compliance performance. This course covers the
most common pitfalls that plague most quality
programs. When applied correctly, a company’s
quality program can produce a significant ROI in
a center. Key approaches to quality included in
this program are strategy, form design, metrics,
calibration, and more. This program is essential
for all contact center management and is a good
overview for quality analysts and managers.
Length of course: Approximately 2 hours
 Good Graphing Tips for Contact Center Customer Satisfaction and Dissatisfaction
Professionals
Customer satisfaction is a measure of how products
Intended for those who need to create attractive,
and services supplied by a company or organization
impactful charts and graphs in the contact center,
meet or surpass customer expectations. It is seen as
this course is beneficial for all contact center
a key performance indicator within a contact center
groups responsible for skillfully showing
operation and it is often part of a balanced
performance results. This includes operations,
scorecard. In a competitive marketplace, customer
workforce management, human resources, quality
satisfaction can be a key differentiator and
and finance. This is not a generic Microsoft® Excel
increasingly has become a key element of business
course, although this program will show you how
strategy. The purpose of this course is to give you a
to use Excel to create specific contact center-
solid grounding in how customer satisfaction is
related charts and graphs.
measured and managed. This training also will
Length of course: Approximately 2 hours
provide you key analysis that is typically utilized in
contact centers, and explain how this links to quality,
WFM Introduction: Real Time Management
transaction monitoring and overall performance on
Real time management (RTM) is the operational service, quality, costs and profitability.
management of the contact center and actions Length of course: Approximately 1 hour
taken to adjust for real-time service performance
variations. This introductory program demonstrates Length of course:
Recruiting, Hiring,Approximately
Training, Skills1 and
hour
how the workforce management (WFM) team can Knowledge Verification
adjust in “real time” to fluctuations in volume,
Meeting performance targets and improving
handle time and adherence. Effective RTM can
performance levels requires a workforce that is
enable achievement of service and cost targets.
appropriately skilled, knowledgeable and
This program is essential for floor management
motivated. This program defines high performance
and WFM professionals.
practices and benchmarks in the key areas of
Length of course: Approximately 30 minutes
recruiting, hiring, training, skills and knowledge
verification. This program also includes effective
Length of course: Approximately
WFM Introduction: Forecasting, 30 minutes
Staffing people management approaches to ensure that
and Scheduling your organization has staff with identified skills to
This program introduces and explains the successfully perform key customer-related jobs.
important elements of forecasting, staffing and This training is suitable for all levels of recruiting,
scheduling. You will review the importance of training and call center management staff.
strong WFM techniques and the impact these Length of course: Approximately 45 minutes
techniques can have on your contact center’s
results. This course will illustrate these concepts
with contact center analyses, graphics and best
practices. This interactive program is designed for
supervisors, managers and WFM professionals.
Length of course: Approximately 1 hour

3
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How to Review Data and Reporting with CUIKA
In this training program, you will learn what to
look for when examining contact center reports.
By relying on CUIKA—Collected, Usable, Integrity,
Knowledgeable, Actions—you will learn a proven
method for reviewing data and the resulting
actions for improvement. You will finish this
course with tangible skills in reviewing contact
center reports, understanding the importance of
what to look for, and with a new perspective on
what it means to take actions that matter.
Length of course: Approximately 1.5 hours
Measuring and Managing Absenteeism
and Attrition
Most organizations do not understand the true
cost of attrition and absenteeism and their
impact on service, quality, customer satisfaction,
and profits. This program defines absenteeism
and attrition and teaches you how to correctly
measure and track performance. It covers the
important concepts of ownership and taking
corrective action when necessary. It identifies
common causes of poor performance and best
practices for reducing absenteeism and attrition
to desired levels. This course is vital for business
leaders in finance, operations, human resources,
recruiting and workforce management.
Length of course: Approximately 1.5 hours

About COPC Inc.

COPC Inc. provides consulting, training, certification and the RevealCX™ software solution for
operations that support the customer experience. The company created the COPC Standards, a
collection of performance management systems for call center operations, customer experience
management, vendor management, and procurement. Founded in 1996, COPC Inc. began by helping
call centers improve their performance. Today, the company is an innovative global leader that
empowers organizations to optimize operations to deliver a superior customer experience across all
channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and with operations
in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. www.copc.com.

ASIA PACIFIC AUSTRALIA CHINA EMEA

Lay-Pheng Ng Soledad Del Riccio Dorothy Cheng Angela Brace
lpheng@copc.com sdelriccio@copc.com dcheng@copc.com abrace@copc.com
+65 9657 7988 +61 439 430 050 +86 158 1126 0869 +44 1908 255767

INDIA JAPAN LATIN AMERICA NORTH AMERICA

Shreekant Vijaykar  Naoki Nemoto Alejandro Del Riccio James Cammareri
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+91 981 842 5646  +81 3 6212 2107 +54 11 5246 5990 +1 904 547 1979

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