ccc is COPC Certified!

I am delighted to share that ccc by STC has achieved the prestigious COPC? (Customer Operation Performance Center) OSP Standard Release 6.2 certification for its delivery centers in Saudi Arabia. The company is the first in Saudi Arabia to earn this distinction.

COPC is the most important Customer Experience (CX) certification standard for Outsource Service Providers (OSPs) and is specifically for companies that provide outsourced and customer experience services for their clients. In order to be certified by COPC, a company must adopt and consistently implement best practices to manage customer satisfaction, service, quality and costs. Certified organizations can ensure clients and end-users consistently receive exceptional levels of service and quality, combined with operational efficiency and reduced costs.

CCC’s journey to attain COPC certification for it’s operations started almost 1.5 year back in January of 2021 with an initial assessment of its operations and the training of a group of internal auditors who were responsible for rolling out COPC approaches.?Since then, it has been a pleasure to watch the COPC CX Standard take root and flourish across the company.?I congratulate all the CCC Senior Directors of operations and my colleagues in HR, Sales, Corporate Affairs as well as support functions for their outstanding efforts with the constant leadership and guidance from our CEO. CCC’s Certification to the COPC CX Standard began with an assessment of the company’s operation covering four key areas: leadership and planning, processes, people, and performance. Next, the COPC Inc. team developed a structured plan with a list of actionable recommendations that were prioritized for activities that would deliver the greatest return on investment for the company. This included COPC Inc. providing training and support to implement operational change to close gaps and improve key metrics within CCC. The final step for the company was to be awarded COPC Inc. certification through an audit that validated that the improvements were scalable, sustainable and consistently implemented. The journey was tough and yet full of key learnings, hard work and satisfying to say the least. This is a tremendous example of our commitment towards excellence and differentiation, as well as exceeding the needs of our clients’ customers. Certification to the COPC OSP Standard allows us to leverage our capabilities to continue transforming the industry and delivering better business outcomes. This is also a great milestone that aligns with our goal to one of the greatest customer engagement services company in Saudi Arabia and the Middle East. This certification validates that our staff are working with the most advanced and sophisticated management and digital techniques in the industry. This achievement showcases our differentiation in the marketplace.

This accomplishment makes CCC the only organization in Saudi Arabia with multiple centers certified to the COPC OSP Standard. Those centers include sites in Riyadh and Jeddah. Achieving certification shows our customers and stakeholders that our organization is dedicated to being the best in managing the customer experience. COPC certification gives us:

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·??????Recognition by a trusted and respected source, increasing awareness of our brand and driving customer loyalty.

·??????A way to prove our commitment to?providing a consistent and superior customer experience.

·??????Confidence that our customers will receive the highest levels of service, regardless of how or where they interact with us.

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CCC joins other leading brands across the world as it earned the prestigious COPC certification. Certification provides industry-recognized validation that our organization has consistently met high performance levels in managing customer satisfaction, revenue, service, quality, and costs.

Benefits of Certification:

• Has given CCC a competitive advantage and helps us stand out from the crowd of CX suppliers.
• Validates that we are running an effective and a global world classed benchmarked CX operations.
• Gives us the opportunity to exceed client expectations, leading to stronger client relationships and secured revenue streams.
• Continually improve the customer experience across the entire journey.
• Ensure processes, metrics and targets are consistently implemented.
• Effectively collect, understand and incorporate customer feedback.
• Leverage best practices that are consistently updated in the Standard.

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What is COPC Certification?

Certification by COPC Inc. is an evaluation and improvement process based on the COPC Customer Experience (CX) Standard, the most widely used and highly recognized performance management system for customer experience operations. Certification by COPC Inc. validates your organization is using consistent processes and best practices specific to?leadership and planning, processes, people, and performance.

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COPC certification is the most prestigious recognition in the industry for any customer experience operation. The certification process is an independent and objective assessment of a company’s operation’s current performance compared to the requirements found in the COPC Customer Experience (CX) Standard. Certification by COPC Inc. validates an organization’s commitment to delivering the highest levels of service to it’s customers.?If a company earns a COPC Certification, it means that this company’s customers and stakeholders can be assured that they are using consistent processes and best practices that drive and sustain improvement in the areas of leadership, people, processes and performance.

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Certification to the COPC Customer Experience (CX) Standard provides recognition and validation of a company’s outstanding operational performance in providing an exceptional customer experience. COPC-certified companies are innovative leaders in their respective industries and are committed to operational excellence.?