Training Course – BPMOS

COPC® Best Practices in Managing Outsourced Service Operations

Do you procure and/or manage outsourced call centers, dispatch technicians or other customer-facing suppliers? If so, this program is just for you! Get ready to become an expert in the outsourcing management field!

In this course, you will learn how to:

  • Set clear requirements to ensure you have internal alignment
  • Issue requests for proposals with a clear understanding of what you require
  • Objectively evaluate and select suppliers that meet your unique situation
  • Develop contracts with terms and conditions that drive performance and consistency

As a vendor management professional, you will also come away from this training with the knowledge to meet your strategic goals through supplier management must-haves such as:

  • Scorecards that measure what is most important
  • Quarterly business reviews that drive transparency and accountability
  • Strategies that balance service with cost containment

In this course, you will learn how to:

  • Key Functions of a Vendor Management Organization (VMO)
  • Service Journey Thinking
  • Gathering and Analyzing Customer Feedback
  • Managing by Metrics
  • Workforce Management Fundamentals
  • Channel Metrics and Management –Real-Time and Deferred Transactions
  • Recruiting, Hiring and Training
  • VMO Design Best Practices, Key Functional Roles and Minimum Requirements for Vendor Account Managers
  • Quality Management Fundamentals
  • Agent Monitoring and Development
  • Outsourcing Services Process
  • Implementing Programs and Change Management
  • Cost and Efficiency Fundamentals
  • Process Control and Performance Improvement
  • VMO Metrics Beyond Service Delivery KPIs
  • Live Facilitated Quarterly Business Review (QBR)

Training Fee

Member - USD 3,325
Non Member - USD 3,500

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Training Date

2nd - 13th Feb 2026, 10.30am - 3:00pm, Live Virtual

Course Benefits:

  • Get better performance and demonstrate return on investment (ROI) from your outsourced service operations
  • Effectively manage the work-from-home (WFH) environment
  • Improve the customer experience while meeting business objectives
  • Understand both the client and supplier aspects of various processes
  • Learn how to apply concepts in “real life” using actual examples

Ideal for anyone involved in the sourcing or management oversight of outsourced CX operations, including subject matter experts in support areas.

Become a Customer Experience Performance Leader

To earn the designation of Customer Experience Performance Leader, attendees must successfully complete the course exam.