COPC Inc. (Customer Operations Performance Center Inc.) today announced that Microsoft Global Outsourcing (MGO) has successfully completed Block Recertification for their worldwide procurement and contracting services. This accomplishment makes Microsoft Corp. the first company worldwide to achieve this type of recertification to the COPC Vendor Management Organization Standard (COPC-2000 VMO Standard).
The COPC-2000 VMO Standard is recognized in the customer service operations industry as the highest level of best practices for outsourcing management. Vendor management organizations (VMOs) are comprised of internal and/or external teams that manage a company’s relationship with their outsourced customer service, contact center and business process outsourcing providers. Certification to the industry standard ensures that regardless of being in-sourced or outsourced, corporations can ensure their customers consistently receive high levels of service and quality combined with high levels of operational efficiency with reduced costs.
Block Certifications are an innovative aspect of the COPC-2000 VMO Standard and run on two distinct tracks: one covering Procurement of Vendors, and the other for managing daily operations with vendors. Organizations performing VMO processes are becoming more and more specialized and these separate tracks of Block Certification support this specialization allowing companies to get exactly the certification they need.
Block Recertification has provided benefits to MGO such as receiving a rigorous assessment of their successful business practices and processes; global recertification to a known and ‘valued’ standard in the contact center industry; recognition that their procurement and contracting functions continue to be high performing resources; and sharing of benchmarks and best practices ‘ both within MGO, as well as compared to other high performing VMOs’ processes/approaches.
The Microsoft Global Outsourcing Block Recertification audit took place in concert with the Microsoft North America Customer Service recertification. Both recertifications were achieved the week of April 6, 2010.
‘The Block Recertification of Microsoft Global Outsourcing to the COPC-2000 VMO Standard further demonstrates the company’s dedication to effectively managing their Customer Service Provider relationships,’ said Cliff Moore, COPC Inc. Chairman. ‘Once again, Microsoft has distinguished itself as an innovator and leader in being the first-ever organization to receive this type of recertification.’
‘Being the first global outsourcing entity to receive this recertification is a great achievement for MGO and our company. It demonstrates that our outsourcing practices deliver consistent, reliable, and predictable business results,’ said Mike Simms, MGO General Manager. ‘It again reflects our ongoing commitment to the continuous improvement of our core processes and our core mission of providing outstanding service to our customers.’
COPC also commended Microsoft Global Outsourcing for its commitment to continuous improvements in its procurement and contracting services, including:
Monthly scorecard reviews of team commitments that are linked throughout the organization
A Vendor Scorecard used to assess all vendors on a consistent measurement framework
The Outsourcing Management System (OMS) – documenting each of its processes, making OMS part of each MGO employee’s commitments and adapting the OMS framework for other MGO business engagements
Continuous focus on innovation with projects to test out other outsourcing business models
Microsoft Global Outsourcing (MGO) manages the procurement and contracting activities for contact centers that support the global Consumer, Commercial Technical Support and Customer Service business segments of Microsoft, across approximately 114 sites worldwide.
Source:http://digitaltoys.consumerelectronicsnet.com/articles/viewarticle.jsp?id=1089107
