Standards are frameworks for compliance to assist organizations in defining the expected performance; and putting checks in place to ensure that the expected performance is being achieved and met. It creates a basis for learning and improvement, orientation and training. Ultimately it is an overall framework for linking goals to results using analysis and measurement. There are existing quality standards available which contact centers may embark on ultimately leading to certification.

Why implement quality standards in a contact center? The objectives include streamline operation processes, reduce costs, eliminate redundancy, improve communication among members, increase employees’ quality awareness and pride in their jobs, provide quality training for all personnel, and offer opportunities for continuous improvement.

The ISO Standards is a result of translation of good practices into a set of standard requirements for a quality management system by a group of people. The group is the International Organization for Standardization (ISO). Based in Geneva, Switzerland, the ISO is a worldwide federation of national standards bodies from approximately 100 countries. It is originally called ISO 9000 standards and was designated for application in manufacturing for global trade as a result of the European Economic Community. Eventually the standards were being applied increasingly in the service sector.

COPC (Customer Operation Performance Center) was formed by a group of companies that felt that their contact centers, internal or outsourced, were not meeting expectations. Customers were complaining, targets were not being met and cost was more than expected. The COPC standards are based on four key areas: Planning & Leadership, Processes, People and Performance Measurement. It is metric focused and is applicable to all contact centers in general.

SCP (Support Center Practices) is an outgrowth of the technical support community. It was established in 1997 to address the need for technical support standards and excellence. It is data driven and measures on approximately 100 elements in 11 categories. The SCP helps build a certification program which technical support center or helpdesk can follow step by step in a self instructive approach to achieve world-class technical service delivery.

Contact center intending to embark on certification should evaluate the features, benefits and drawbacks of each of the certification standards prior to make a decision. This will ensure that the implemented certification standards meet the strategy, goals and objectives of the contact center operation. Thorough analysis is also crucial in determining the success of such an important initiative within the contact center.