中文摘要：

顾客运营绩效中心（COPC）标准作为服务领域的国际知名标准，近年来发展迅速，在我国的认知度不断上升，越来越多的相关组织希望能够深入了解该标准。文章介绍了目前该标准最广为应用的3．2版本，以及我国客服中心开展相关认证的情况，并解释了造成这种情况的原因。

英文摘要：

As a famous standard in the international service field, COPC has developed very rapidly in recent years. In China, a lot of organizations come to know it and want to get more details. This article introduces the standards of the most widely used of the COPC-2000 3.2 version, describes the situation of the standard certificated in China＇ s customer service centers and interprets the reasons for this situation.