copc brief
TRANSCRIPT
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COPC BRIEF(Customer Operations Performance
Center)
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COPC Statement of Direction
Provide Quality To Ensure Customer Satisfaction
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What is COPCCOPC is….
A Standard that measures QualityPerformance management system designed to
improve customer satisfaction, increase revenues & reduce costs
Roadmap for achieving Customer Service Excellence
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COPC - OriginCOPC 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
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OBJECTIVEOF COPC FAMILY OF STANDARDS
To Improve•Service, •Quality, •Revenue, •Customer Satisfaction and •Profitability
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Objectives Cont’
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CERTIFICATION PROCESSPreparation-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 ,.
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DISCOVERYWe conduct an on-site review to learn: How
yours centers are positionedThe interdependencies between business
unitsThe customer experience Operational capabilitiesTransaction types and key support processes
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AnalysisWe then compare our findings to standards of
high-performing organizations and provide analysis, which could include:
Absenteeism and attritionAgent-level AHT variation Forecast accuracyCost per minute or transactionEfficiency (Utilization, AHT, Occupancy)
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Cont’Sales and revenue performanceOrganizational structure and staffing ratiosService LevelsQuality process and resultsRecruiting, hiring and training process Reporting and data integrity
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REPORTOur team will develop a customized report that provides:A detailed description of each key process
that was reviewedYour center’s performance relative to best
practice benchmarks A listing of recommended operational
improvements Estimated return on investment, if
operational cost data is available
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OUR ROAD MAPOrientation to all staff across boardKick-off meetings and workshopsProvide structured implementation supportIn house Baseline Assessment COPC Benchmark ReviewComplete and evaluated the application to
the COPC, CSP StandardConduct a comprehensive COPC certification
Audit