consulting services, benchmarking services, training, and installation, a process designed to help companies continually measure customer contact center performance. Based on this performance management system COPC Inc. conducts: Consulting Services: Performance Improvement Consulting – focuses on making business better Strategic Sourcing Consulting – focuses on finding the right partner to work with and making these relationships work better Training Services – a combination of online, in-person and live virtual training, available both publicly and in dedicated sessions providing the right skills to drive continuous improvement Certification Services – a stringent certification process which a call center can achieve; once certified, the center has to be recertified every 2 years to ensure the quality standards are maintained and improved which is more demanding than the initial certification process. Performance Improvement Criteria In 2012 COPC Inc. launched its Performance Improvement Criteria which define best practices for contact centers and BPO companies. Performance Improvement Criteria are a set of operational requirements based on the COPC Customer Service Provider (CSP) Standard. The stated importance of Performance Improvement Criteria is threefold: Improvement: Drive improvements in customer satisfaction and cost to serve consistency of operations Benchmarking: Comparisons with others – competitors or other industry service role models Recognition: Convince customers, staff and/or clients of the effectiveness of the contact center References External links Management consulting firms of the United States