SINGAPORE & KUALA LUMPUR, Malaysia--(BUSINESS WIRE)--COPC Inc., a global consulting firm that helps companies improve operations to transform the customer experience, is pleased to announce a partnership with Quest Learning in Kuala Lumpur, Malaysia, to provide call centre and customer experience management training that qualifies for the Human Resources Development Fund (HRDF) subsidy. The first two COPC Inc. classes offered in partnership with Quest are COPC® Customer Journey Mapping Certification on 25-27 September 2018, and COPC® Best Practices for Customer Experience (CX) Operations on 29 October – 2 November 2018. Additional dates for these two classes will be available in 2019. Companies that participate in the Malaysian government’s HRDF program can take these classes and receive a subsidy on class fees under the HRDF guidelines.
“We have been working with clients in the Malaysian market for the past few years and this is the next step to helping companies improve both operational performance and the customer experience. Quest Learning has an excellent reputation within the Malaysian business community and we look forward to partnering with them to offer our call centre and customer experience training programs,” said Ian Aitchison, CEO Asia Pacific region, COPC Inc.
All COPC Inc. training offered through Quest Learning will be presented by Andy Cranshaw, director South East Asia operations, COPC Inc. Cranshaw is a call centre industry specialist with over 25 years of experience working with some of the largest call centres in South East Asia to drive performance improvement and increase customer satisfaction. Based in Kuala Lumpur, Cranshaw is a registered trainer through the HRDF.
“COPC Inc. is a global thought leader and has worked with many well-known companies to improve their customer experience operations. Their call centre management training is the best in the business, and we are pleased to partner with them. Working together, and with the benefit of the HRDF fund, we will help to enhance Malaysia’s regional and global competitiveness,” said K.C. See, founder and CEO, Quest Group of Companies.
Overview of the two COPC Inc. classes currently being offered by Quest:
This is a four-day, in-depth training program about how to deliver a world-class customer experience (CX) operation. A half-day exam is available on the fifth day for participants who want to become a Certified COPC Implementation Leader. Topics include:
- How to apply real-world benchmarks, implementation tips and best practices for achieving high performance
- Fundamentals of measuring the customer experience, including key metrics to accurately measure the customer experience for one channel or multiple channels, customer satisfaction benchmarks, and how to prioritize actions
- Methods for gathering and analyzing customer feedback through a structured approach
- Understanding key drivers of the customer experience and leveraging the customer care function as a listening post
- A proven quality approach to drive customer experience improvements by ensuring quality is aligned with key drivers of customer satisfaction
This is a two-and-a-half day class that provides the knowledge and tools to lead a customer journey mapping project. The class features how to execute the COPC Customer Journey Mapping methodology, along with how to use the COPC Inc. customer journey mapping tools and techniques. At the end of the class and upon successful completion of the exam, participants will be certified in COPC Customer Journey Mapping. For more information about COPC Inc. training offered through Quest Learning, go to www.copc.com or www.qscasia.com. For more information about the HRDF program go to www.hrdf.com.my/.
About COPC Inc.
COPC Inc. provides consulting, training, certification and the RevealCX™ software solution for operations that support the customer experience. The company created the COPC Standards, a collection of performance management systems for call center operations, customer experience management, vendor management, and procurement. Founded in 1996, COPC Inc. began by helping call centers improve their performance. Today, the company is an innovative global leader that empowers organizations to optimize operations to deliver a superior customer experience across all channels. COPC Inc. is privately held with headquarters in Winter Park, FL, U.S. and with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. www.copc.com
About Quest Learning
Quest Group has been established since 1984 and has enjoyed a leading position in the market place, covering the area of consulting, training and event management. The company’s goal is to help organisations improve performance, productivity and profits through result-based training, coaching and consulting. For over 30 years, Quest has worked with global brands and hundreds of organisations throughout Asia, bringing tangible results and improvement to their organisations. Quest provide organisation- and industry-specific solutions in 6 areas: Business Acumen, Leadership & Management, Persuasive Communication & Influence, Sales & Marketing, Service Quality, and Organisational Development. Headquartered in Kuala Lumpur, Malaysia, Quest serves global clients throughout the region from offices in China, Singapore, Hong Kong and Indonesia, providing their clients the opportunity to work on a regional platform.