Copc brief

1. COPC BRIEF (Customer Operations Performance Center)

2. COPC Statement of Direction Provide Quality To Ensure Customer Satisfaction

3. What is COPC COPC is…. A Standard that measures Quality Performance management system designed to improve customer satisfaction, increase revenues & reduce costs Roadmap for achieving Customer Service Excellence

4. COPC - Origin COPC is a set of performance standards Developed in 1996 by a core group of call center services and other distributor operators The Malcolm National Quality baldridge were used as the basis The standard committee wanted to distinguish between mediocre providers and high performing CSPs

5. OBJECTIVEOF COPC FAMILY OF STANDARDS To Improve Service, Quality, Revenue, Customer Satisfaction and Profitability

6. Objectives Cont ’

7. CERTIFICATION PROCESS Preparation- Data is collected prior to our on-site assessment, such as: Volume data by transaction type Technology utilized by the site KPI for the past six months Process documentation ,. ++

8. DISCOVERY We conduct an on-site review to learn: How yours centers are positioned The interdependencies between business units The customer experience Operational capabilities Transaction types and key support processes

9. Analysis We then compare our findings to standards of high-performing organizations and provide analysis, which could include: Absenteeism and attrition Agent-level AHT variation Forecast accuracy Cost per minute or transaction Efficiency (Utilization, AHT, Occupancy )

10. Cont ’ Sales and revenue performance Organizational structure and staffing ratios Service Levels Quality process and results Recruiting, hiring and training process Reporting and data integrity

11. REPORT Our team will develop a customized report that provides : A detailed description of each key process that was reviewed Your center’s performance relative to best practice benchmarks A listing of recommended operational improvements Estimated return on investment, if operational cost data is available

12. OUR ROAD MAP Orientation to all staff across board Kick-off meetings and workshops Provide structured implementation support In house Baseline Assessment COPC Benchmark Review Complete and evaluated the application to the COPC, CSP Standard Conduct a comprehensive COPC certification Audit