SNT always hits the target with COPC
SNT feels very strongly about quality and performance. So it comes as no surprise that SNT was the first Dutch company to obtain the prestigious COPC certificate (a worldwide standard for Customer Contact Centers). We want to expand this certification even more in the course of 2006. To do this, we have created a separate department that will be responsible for the implementation of COPC at the various branches and agencies.
Quality of services is an essential basic condition for SNT. We this achieve by applying the COPC standard throughout SNT. This standard is aimed at the 4 categories: drivers, people, processes and performance.
For the immediate quality of the services, it is vital to position the right employee ¿ with the right knowledge, skills and competencies ¿ in the right place. SNT has optimised its recruitment, selection and training procedures on this level in accordance with the COPC method. We also constantly monitor the knowledge and skills of our staff through transaction monitoring and testing.
In addition, SNT is currently standardising its processes to improve them even more and its aim is to immediately implement those improvements company-wide. We are constantly measuring and monitoring the quality and performance of our services using a COPC-approved dashboard (Table F).
The mission of our team of COPC Registered Coordinators is not just to increase our internal processes and performances. Thanks to our COPC expertise, we also have the capacity to help our customers to further optimise their own processes.
If you would like to know more about our COPC team and COPC in general, please contact SNT on copc@nl.snt.com.
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