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18 Years in a Row: Raya CX Extends Its Legacy of COPC-Certified Excellence
That’s how long Raya CX has maintained its COPC Customer Experience (CX) Standard certification — one of the most demanding and prestigious performance benchmarks in the CX and contact center industry.
This isn’t just a certificate on the wall. It’s an ongoing commitment to exceptional service delivery, rigorous performance management, and customer satisfaction at scale — renewed and validated by industry experts year after year.
What Is the COPC CX Standard?
The COPC CX Standard is globally recognized as the gold standard for customer experience operations. It was originally developed in the 1990s by CX leaders from companies like Dell, Microsoft, and American Express — built to improve quality, reduce costs, and elevate performance across customer contact operations.
The certification is based on a data-driven framework with clear benchmarks across five key areas:
1. Leadership & Planning – Ensuring the organization’s strategy is aligned with measurable customer experience outcomes.
2. Processes – Establishing standardized, documented procedures that consistently deliver results.
3. People – Recruiting, training, and retaining talent with clear performance accountability.
4. Performance – Measuring and managing efficiency, quality, and customer satisfaction with precision.
5. Customer Focus – Ensuring the voice of the customer drives action and improvement across all operations.
To be certified, companies must demonstrate excellence across over 30 performance items, undergo detailed audits, and show continuous improvement over time.
Why 18 Years of Certification Matters?
One year of COPC certification is an accomplishment. But 18 consecutive years? That’s a legacy of discipline, maturity, and consistency in delivering operational excellence — no matter the challenges, the trends, or the markets.
Maintaining this level of excellence year after year shows that Raya CX:
– Operates with repeatable, high-impact processes
– Puts customers at the heart of decision-making
– Uses data to drive results and accountability
– Empowers its people to deliver and improve continuously
In short: we don’t just meet expectations — we create new standards.
Who the People Behind the Certification?
While certifications are awarded to companies, they’re earned by people. This 18-year streak belongs to every agent, team leader, quality analyst, trainer, and operations manager who brings their best to work every day.
It’s built on the shoulders of support teams, strategic planners, and governance leaders who ensure that performance isn’t left to chance — it’s engineered.
At Raya CX, quality isn’t an afterthought — it’s part of the culture.
What Comes Next?
Year 18 is not the finish line — it’s fuel for the future.
As customer expectations evolve, digital transformation accelerates, and AI continues to reshape service delivery, we remain committed to keeping the human touch, backed by world-class processes and proven standards.
With our COPC foundation, we’re well-positioned to help our partners scale with confidence — knowing their customer experience is in the best hands.
Final Word
18 years of COPC certification is more than a streak — it’s a signal.
A signal to our partners that quality isn’t negotiable.
A signal to our people that their work matters.
And a signal to the industry that Raya CX is here to lead.
Here’s to 18 years of raising the bar — and to many more ahead.
