The hum of the Amman contact center was a low, desperate moan—a thousand voices compressed into a single note of exhaustion. Sara Mansour, the site director, stood on the mezzanine overlooking the main floor. The giant wallboard glowed red. Hold times: 18 minutes. Abandon rate: 34%. Customer Satisfaction (CSAT): 1.9 out of 5.
She’d heard of COPC—a legendary, brutal framework that turned call centers into precision machines. It wasn't a certification; it was a pilgrimage. Most failed. The hum of the Amman contact center was
Twenty-two minutes later, the man laughed. “You actually fixed it. Who are you?” the site director