Professional Documents
Culture Documents
COPC-2000 Customer Service Provider Standard
COPC-2000 Customer Service Provider Standard
COPC-2000 Customer Service Provider Standard
Provider Standard
© 1996 – 2009 Customer Operations Performance Center Inc. (COPC Inc.) All Rights Reserved.
©1996-2009 Customer Operations Performance
Center Inc. (COPC Inc.) All rights reserved. The
reproduction or distribution of any portion or all of
these materials in any form or media without the
prior written agreement of COPC Inc. is strictly
prohibited.
.
Table of Contents
Table of Contents ...............................................................................................................i
Looking Forward: Strategic Direction for the COPC® CSP Standards ................... 20
Applying the COPC-2000® CSP Standard to Outbound Contact Management ..... 125
Applying the COPC-2000® CSP Standard to Face to Face Services ....................... 134
Experience has demonstrated that centers that successfully implement the COPC®
Performance Management System can dramatically lower costs while maintaining or
improving service quality as well as client and end-user satisfaction.
The COPC® Performance Management System and COPC® Family of Standards are
based on the following terminology and relationships:
CSPs
Clients
Customers of clients.
CSPs exploring using the COPC® CSP Standards in “unlisted” areas have experienced
success when they have focused on developing the KCRPs (defined in the Glossary) that
are relevant for their service environments. COPC Inc. professional staff are available to
assist you in determining how to best leverage the COPC® Family of Standards in your
business.
Clients
Clients are (a) the organizations that hire third-party CSPs to provide products and
services to their end users and (b) the groups within a company that obtain CSP services
from a “sister” group, division, department, or team within the same company.
End Users
End users are the customers of internal CSPs and the customers of the third-party CSP’s
clients. They may be consumers, businesses, field organizations, or the retailers,
distributors, and specialists that make up a distribution channel.
Additional terms used in the COPC® CSP Standards are defined in the COPC® Glossary.
• It works! Users of the COPC® CSP Standards have reduced cost, improved
revenue, increased service and quality, and increased customer satisfaction.
• Service is the speed in which things are done from the customer’s perspective. This
might be how long it takes to talk to a live agent or how long it takes to receive a
response to an email.
• Quality is doing things accurately at the first attempt (e.g., giving the correct answer
to an inquiry, inputting an order correctly, and shipping the correct product to the
correct address).
• Cost typically focuses on efficiency and the cost per unit incurred by the CSP to
provide a product or service. Cost is different from price. Price represents what a
The COPC® Performance Management System is used by internal CSPs (i.e., those that
interact with their companies’ own end users), third-party CSPs (i.e., those that interact
with the end users of their clients.), and buyers of third-party services.
• Leading technology companies that outsource and operate contact centers that
provide sales, customer service, order management, technical support, and other
functions (i.e.,Microsoft, Compaq, Intel, Novell, and Dell).
• Companies known for their excellent service provided by their own internally
managed centers in the areas of sales, customer service, distribution/fulfillment
operations, payment processing, and other services (i.e., American Express, L.L.
Bean, and Motorola).
The development team used the criteria and framework of the United States’ Malcolm
Baldrige National Quality Award as the foundation for the COPC-2000® CSP Standard.
To meet the unique needs of the CSP industry, the team then adapted the Baldrige criteria
to accommodate the practical realities of the CSP industry by:
• Emphasizing or adding results, measures, and processes most important to CSPs and
their clients and end users.
• Excluding portions of the criteria that, based on CSP and client experience, did not
readily contribute to the goals of the COPC-2000® CSP Standard.
• Including from other worldwide standards those components that better addressed
practical performance improvement approaches.
• The COPC-2000® CSP Standard reflects the minimum requirements a CSP must
meet to become certified. The 22 Items in the COPC-2000® CSP Standard reflect
those areas the COPC® Standards Committee (see The COPC® Standards
Committee) believes contribute most significantly to achieving high levels of
performance. While each of these Items is critical to achieving high performance,
they collectively do not represent a comprehensive performance management
Copies of each of the COPC® Family of Standards are available on COPC Inc.’s web site
(www.copc.com).
Release 4.3 of the COPC® CSP Standards represents the continual evolution of the
COPC® criteria, and reflects the COPC® Standard Committee’s and the industry’s
continued commitment to the COPC® Family of Standards and their objectives. As has
been the practice since the COPC-2000® CSP Standard was developed, revisions to the
COPC® CSP Standards are only made by the COPC® Standards Committee.
• The COPC® Standards Committee meets twice each year to interpret and refine the
COPC® CSP Standards.
• Users of the COPC-2000® CSP Standard provide input to the COPC® Standards
Committee. Changes to the Interpretations of the COPC® Family of Standards are
made once a year.
• Objective measures in place for all activities that directly impact end users and
clients.
• A system that allows clients and center management to verify that the center is
actively monitoring and managing the system over time to improve performance.
The COPC® CSP Standards describe performance management approaches that a CSP
must institute and defines the metrics a CSP must use to evaluate the effectiveness and
efficiency of its approaches. They are sustainable performance management
frameworks for CSPs. The COPC® CSP Standards link a CSP’s customer-centered
performance objectives with its operational processes and the people who manage and
maintain them. The objectives, processes, and people are in turn linked to the statement
of direction and plans that propel and sustain them. This integration ensures that
customer focus and efficiency drive performance, behavior, and direction. Client- and
end-user-driven excellence and efficiency are the desired end-states for all CSPs that
adopt the COPC® CSP Standards as a management system and improvement
framework.
Many CSPs seek to institute these practices and track these measures to become
compliant with the requirements of the COPC® CSP Standards. This compliance is
assessed and verified during the COPC® Certification Process, which requires the
• The COPC® CSP Standards begin with the driver of customer-focused performance
management, embodied in the leadership characteristics and activities described in
Category 1.0 Leadership and Planning.
• Taken together, Category 2.0 Processes and Category 3.0 People represent the
organization’s enablers: a skilled and motivated work force using well-designed
processes and managing those processes with the appropriate information.
• The goal of the system is a balanced composite of client and end-user satisfaction,
product and service performance and productivity addressed in Category 4.0
Performance.
The Items in the COPC-2000® CSP Standard and COPC-2000 CSP Gold Standard are
listed in the graphic on the following page. It is important to note:
• The COPC-2000® CSP Standard contains 22 Items (shown in black and white).
• The COPC-2000 CSP Gold Standard also includes these 22 Items, although in a
number of cases the requirements for the similar Items in the COPC-2000 CSP
Gold Standard are significantly more demanding. For example, in 2.2 Process
Capability, the COPC-2000 CSP Gold Standard requires more rigorous and
quantitative methods for measuring and managing process capability.
• The COPC-2000 CSP Gold Standard also includes nine additional Items
(highlighted in yellow on the following page).
Enablers
2.0 Processes
Driver Goal
2.1 Implementing New Products,
1.0 Leadership Services, Programs, Clients, 4.0 Performance
and Requirements
and Planning
2.2 Process Capability
2.3 Corrective Action and
1.1 Statement of Direction Continuous Improvement 4.1 Client Satisfaction and
1.2 Management System 2.4 Transaction Monitoring Dissatisfaction
Review 2.5 Forecasting, Staffing and 4.2 End-User Satisfaction
1.G.A Planning and Scheduling and Dissatisfaction
Reviewing Business 2.6 CUIKA 4.3 Service and Revenue
Performance 2.7 End-User Privacy Performance
4.4 Quality Performance
2.8 Data and Information
4.5 Cost and Efficiency
Availability and Update
Performance
2.G.A Technology
4.6 Staff Attrition and
2.G.B Key Supplier Management Absenteeism
2.G.C Data Security 4.7 Achieving Results
2.G.D Contingency Planning 4.G.A Asset Efficiency
4.G.B Cost of Poor Quality
(COPQ)
3.0 People
Evaluation Requirements
CSPs seeking certification to the COPC® CSP Standards must be compliant with the
following Evaluation Requirements as well as with the detailed requirements described in
Categories 1.0–4.0 and Exhibit 1.
• Approaches must include the key elements or components described in the Items in
Categories 1.0–3.0. These Item-specific requirements have proved to be critical for
designing effective and efficient approaches.
• Approaches must be structured, meaning that they must consist of clearly defined
and repeatable procedures or methodologies.
• Deployment must be sufficiently broad meaning that the approach represents “the
way the entity (defined in the COPC® Glossary) works” in the application and use
of a process, practice, or procedure. In this context, effective deployment requires
that managers understand performance targets as well as the performance levels
actually attained.
Results
The COPC® CSP Standards represent an integrated performance management system.
Accordingly, Category 4.0 Performance requires the measuring and managing of the
metrics necessary for a CSP to assess its performance. Improvement in these
performance metrics should, in turn, be due to the pervasive deployment of effective
approaches.
The COPC® CSP Standards require that CSPs evaluate their performance across two
dimensions.
Levels reflect the CSP’s performance at specific times and are evaluated relative to the
performance achieved by appropriate comparisons. These comparisons typically include
one or more of the following:
• The CSP’s performance targets. These targets must be set based on client and end-
user requirements and appropriate comparisons.
Trends are used to evaluate how the CSP’s performance on a metric has changed over
time. Trends should demonstrate sustained improvement for metrics in which the
targeted performance levels are not being consistently met, and proper evaluation of
trends typically requires at least six months of data for KCRP and KSP (defined in the
COPC® Glossary) metrics.
To become certified to the COPC® CSP Standards, a CSP must (1) meet or exceed
targeted performance levels for a minimum of 50% (65% for Gold) of its required
Service, Quality, Revenue, Cost, and Client and End-user Satisfaction metrics, and (2)
meet/exceed targeted performance levels or exhibit sustained improvement in a total of
75% of its required Service, Quality, Revenue, Cost, and Client and End-user Satisfaction
metrics. Please refer to 4.7 Achieving Results for additional detail on the performance
requirements of the COPC® CSP Standards.
• Enable CSPs to get certified with less than a perfect score: As indicated below, to
become certified, CSPs must achieve a 100% score on Approach and Results, but
may be certified with less than a 100% score on Deployment.
The COPC® CSP Standards Scoring System involves the following components:
• The Category (e.g., 1.0 Leadership and Planning) and Item (e.g., 1.1 Statement of
Direction) point values are intended to provide direction and focus to those Items
that have the most significant impact on achieving high performance levels.
2.G.A Technology 40
2.G.B Key Supplier Management 40
2.G.C Data Security 40
2.G.D Contingency Planning 40
3.0 People 300 450
3.1 Defining Jobs, Recruiting and Hiring 70 100
3.2 Training and Development 70 100
3.3 Verifying Skills and Knowledge 80 130
3.4 Staff Performance Management 40 60
3.5 Managing Staff Feedback 40 60
4.0 Performance 1000 1500
4.1 Client Satisfaction and Dissatisfaction 100 100
4.2 End-User Satisfaction and Dissatisfaction 200 300
4.3 Service and Revenue Performance 150 200
4.4 Quality Performance 150 200
4.5 Cost and Efficiency Performance 150 200
4.6 Staff Attrition and Absenteeism 100 100
4.7 Achieving Results 150 200
4.G.A Asset Efficiency 50
4.G.B Cost of Poor Quality (COPQ) 150
Total Points 2000 3000
Items in Categories 1.0 – 3.0 are evaluated based on the Approach and the extent of
Deployment, according to the following scoring guidelines:
−
Scoring Approach for Items in Categories 1.0, 2.0 & 3.0
Note #1: The score for an individual Item will be equal to the lowest
score on either Approach or Deployment. Example--if a CSP scores 75%
on Approach and 50% on Deployment, the Item score would be 50%.
• A score of 50% for Deployment, as the Approach was deployed for greater than 50%
of the programs, but for less than 75% (i.e. two out of three, or 66%, of the programs
were fully deployed).
• An overall score of 50%, as the score for an individual Item is equal to the lowest
score of either Approach or Deployment (see Note #1 in the COPC® CSP Standards
Scoring System matrix).
The overall score of 50% would then be applied to the point value for Item 1.2 (40
points), yielding 20 points for this Item.
Approach Deployment
1.2 Management System Review 100% 50%
At Least 50%
1.2.2 Review Compliant & Less Than
75%
• The overall score of 67% would then be applied to the point value for Item 4.3. For
the COPC-2000® CSP Standard, 67%*150 yields 100.5 points for this Item. For the
COPC-2000 CSP Gold Standard, 67%*200 yields 134 points for this Item.
Levels Trends
Results 45% At Least 1
0.5
Approach
Requirements 100%
4.3.1 KCRP KSP Listed – Metrics Listed in
Compliant
Exhibit 1
4.3.2 KCRP not Listed Compliant
4.3.3 KSP not Listed Compliant
4.3.4 Client Service or Revenue Metrics Compliant
4.3.5 100% of the Data & Analyzed
Compliant
Monthly
4.3.6 Data Must be Maintained Compliant
4.3.7 Targets – Statement of Direction Compliant
4.3.8 Targets – High Performance Compliant
• COPC-2000 CSP Gold Standard: 2,900 out of a possible 3,000 points across all
four Categories, with 100% on Approach in Categories 1.0 – 3.0 and 100% in
Category 4.0.
Users of the COPC® CSP Standards will note that different Items have varying levels of
Requirements. Items may be assessed at different levels of detail depending on the Item.
In order to assess compliance to Approach, Deployment and Results, the COPC® CSP
Standards Scoring Tool that clearly outlines the level of detail at which an Item should be
scored is available at www.copc.com.
• The COPC® CSP Standards will change periodically to reflect the evolution of
the industry. The customer contact center industry is evolving rapidly and the
COPC® CSP Standards will reflect these developments and maintain their status as
the global definition of “state of the art” practices and performance. Changes to the
COPC® CSP Standards will be announced by the COPC® Standards Committee as
the changes are approved and incorporated.
• Change types:
• Requirements will become more specific over time. As the industry evolves,
users should expect the COPC® CSP Standards to change. For example, originally
the COPC-2000® CSP Standard did not require process-level efficiency metrics
− Require that CSR Utilization, AHT, and Cost per Transaction be the three
required metrics.
− Remove the requirement to track Cost per Transaction and introduce specific
criteria for metrics which may be used as the third required efficiency metric.
− Require five cost and efficiency metrics - CSR Utilization, Occupancy, AHT,
Productivity, and Cost per Unit in the Gold Standard.
In addition, the COPC® Standards Committee is committed to ensuring the CSP and
Vendor Management Organization (VMO) members of the COPC® Family of
Standards will continue to be aligned.
a) Client Satisfaction
c) Service
d) Quality
e) Cost
2. The CSP must ensure management and employee behavior are aligned with the
statement of direction.
a) Be conducted annually.
3. The CSP must implement corrective actions for areas of non-compliance which
represent deficiencies and gaps in meeting the requirements of the COPC-2000® CSP
Standard.
The CSP must implement new products, services, programs, clients and
requirements to efficiently meet client and end-user requirements and
targets.
1. The approach must:
a) Define new and changed client requirements and targets.
b) Identify the relevant KCRPs, KSPs, and associated metrics required by the client
and the COPC-2000® CSP Standard, as well as KCR jobs and their associated
minimum skills.
c) Ensure that processes are designed to meet client requirements and targets.
d) Create a timeline for implementing requirements (e.g., installing infrastructure,
developing software and data links, and hiring and training staff).
e) Conduct an audit early in the implementation to ensure processes are properly
controlled and to verify that the new product, service, or program is meeting
client and all pertinent COPC-2000® CSP Standard requirements.
2. The CSP must track the timeliness of the implementation and demonstrate
implementation milestones have been met.
During implementation the CSP must:
a) Track the on-time setup of program components
1
Note: Requirements may include new or changed client or internal (CSP) requirements.
The CSP must ensure its KCRPs are defined and operating to
consistently achieving targets.
1. Each KCRP must include clear procedures that have a high probability of achieving:
a) Client, end-user, and CSP requirements, and
b) Targets or specification limits.
2. The CSP must have an approach that ensures the procedures for each KCRP are
performed:
a) As intended.
b) In a consistent manner across all shifts and work teams, i.e., the CSP must
minimize variation.
3. Each KCRP must undergo a detailed end to end evaluation at least annually.
4. KCRPs that exhibit wide variations in performance must be evaluated and corrected
using the continuous improvement process described in 2.3 Corrective Action and
Continuous Improvement.
The CSP must use a structured approach to identify and resolve the root
cause(s) of poor performance for those Category 4.0 Performance
metrics not consistently meeting requirements and targets.
1. The CSP must use a structured problem solving approach to process improvement
that:
a) Defines the problem
b) Analyzes data to determine causes
c) Develops and implements solutions
a) All types of end-user transactions (e.g., calls, faxes, mail, web-based, e-mail,
etc.) are monitored.
d) All information given and received by CSRs (e.g., information entered by CSRs
into information systems) is included in monitoring.
e) End-User Critical Error Accuracy and Business Critical Error Accuracy are
measured and managed. Non-Critical Error Accuracy must be managed and
coached. End-User Critical Error Accuracy and Business Critical Error
Accuracy must be monitored and assessed as distinct components. Non-Critical
Error Accuracy (defined in the COPC® Glossary) and other attributes (e.g.
professionalism, etc.) may be assessed separately or as one combined
component. For example: End-User Critical Error Accuracy and Business
Critical Error Accuracy are two components, Professionalism is a third
component.
3. The CSP must analyze monitoring results and take action at the individual CSR
level.
a) Each CSR must be monitored on an on-going basis at least monthly.
b) New CSRs must be monitored at least once per week for at least their first
month on the job.
c) There must be a plan for communicating the findings of all transactions
monitored to CSRs, including both negative and positive feedback. The plan
must specify the time frame and the format for delivering this feedback.
d) CSRs who pass transaction monitoring must receive the results of all of their
monitorings and must be individually (one-on-one) coached on at least a sample
of transactions that do meet target.
e) CSRs who fail a transaction monitoring must be:
i) Individually (one-on-one) coached on all transactions that do not meet
target.
ii) Monitored more frequently in order to determine if the failure is an isolated
case or symptomatic of poor performance.
f) For CSRs who repeatedly fail transaction monitorings, corrective actions must
be implemented. The CSP’s approach for corrective action must provide for
removing CSRs who repeatedly perform critical errors from handling end-user
transactions until effective corrective action is taken.
b) Taking action during the day when actual performance is significantly different
than assumptions used to create the forecast and/or the schedule (e.g.,
transaction volumes or Average Handle Time [Demand] are significantly above
or below forecasted levels).
c) Taking action when abnormal conditions arise (e.g., telecommunications or
system reduced availability/slowness or outage).
d) Measuring and managing Adherence (Supply) at the interval level.
5. Managing the IVR - The CSP must use a structured approach to ensure the IVR is
working as intended (e.g., calls are routed correctly, customers understand options so
they select correctly, etc.).
The CSP must CUIKA all of the required Category 4.0 Performance
data.
The CSP must collect, analyze, and use performance data to enable the CSP to achieve its
end-user satisfaction, client satisfaction, service, quality, cost, and employee performance
targets. For all performance metrics required in Category 4.0 Performance, the CSP
must ensure that the data:
1. Are Collected.
2. Are Useable; in particular, targets must be clearly identified and enough data must
be provided to discern trends. Targets must be set with respect to high performing
benchmarks where appropriate.
4. Are Known by the appropriate personnel. This includes the requirement that the
appropriate CSP personnel understand the statistical validity of the metrics they use
that are based on samples (e.g., Critical error accuracy and client and end-user
satisfaction, etc.). This understanding must include knowledge of the precision
(confidence interval) of the sampled performance results.
5. Lead to Actions if results fall below targets. The CSP must be able to demonstrate
that performance has improved as a result of its Actions.
The CSP must protect end-user sensitive and proprietary data and
information.
1. The CSP must have a documented privacy policy that considers any legal
requirements and defines how end-user privacy will be protected. External CSPs
must include in this policy those end-user data and information considered by clients
to be sensitive and proprietary.
2. The CSP must document its procedures for protecting end-user privacy.
3. The CSP must verify that these procedures are implemented as designed and
effectively protect end-user privacy.
4. Any violations of this privacy policy must be considered a critical error.
The CSP must make relevant and up-to-date data and information
accessible by all staff who need the data and information to do their jobs
effectively.
1. The processes used by the CSP to manage data and information must include
mechanisms for:
a) Providing relevant data and information to all appropriate staff.
b) Making changes (whether required by clients or end users or internally
generated) to the data and information.
c) Communicating these changes to all relevant staff in a timely manner and
verifying that they understand and use the new data and information.
d) Preventing unauthorized revisions.
e) Removing obsolete data and information.
The CSP must have clear, written definitions of the minimum skills and
knowledge required for each Key Customer-Related (KCR) job2. The CSP
must acquire staff which have a high probability of successfully
performing their KCR jobs.
1. For each KCR job, the CSP must demonstrate that the required minimum skills and
knowledge are appropriate to the job and cover all skills and knowledge required to
perform the job, not just those required to be hired for the position.
a) Minimum skills for phone CSRs must include but may not be limited to:
v) Knowledge of product
b) Minimum skills for e-mail and written correspondence CSRs must include but
may not be limited to writing skills.
c) Minimum skills for supervisors must include but may not be limited to knowledge
of client and end-user requirements.
2. The required minimum skills and knowledge to perform the job must be verifiable (see
3.3 Verifying Skills and Knowledge).
3. The CSP must establish a list of minimum hiring requirements of the individuals to be
hired for each KCR job.
4. The CSP’s recruiting and hiring approaches must identify and successfully recruit
individuals with these minimum requirements.
2
KCR jobs include those that deliver CSR training and perform transaction monitoring.
The CSP must provide the training and development required of all staff
performing KCR jobs3, to acquire and maintain the skills and knowledge
required for their positions.
1. For all staff in all KCR jobs, training must be provided for all the minimum skills and
knowledge required for the KCR jobs (see 3.1 Defining Jobs, Recruiting and Hiring),
unless staff are hired with these minimum skills and knowledge.
2. The CSP’s approach to training and development must be formally defined for all KCR
jobs.
The CSP’s approach must :
a) Identify the setting or methodology (e.g., classroom, in-queue, on-the-job (OJT),
or computer-based).
b) List the specific skills and knowledge required for each minimum skill. For
example, if the minimum skill is “how to use the desktop computer system”, the
specific skills and knowledge would include a list of all programs, information,
and data that a CSR would need to access on the desktop computer system.
c) Identify the personnel authorized to provide the training.
d) Define the desired or required outcome that can be verified (see 3.3 Verifying
Skills and Knowledge).
3. There must be formal retraining for existing staff if skill and knowledge requirements
change.
4. The CSP must develop clear decision criteria to determine at what point formal
training and/or formal verification are required. The CSP must identify the types of
changes requiring formal training.
The CSP must verify that all staff (including indefinite and temporary
staff) in KCR jobs4 have the skills and knowledge required for their jobs.
1. For all staff in all KCR jobs (including existing staff), all minimum skills and
knowledge defined in 3.1 Defining Jobs, Recruiting and Hiring must be verified prior
to allowing staff to perform the job.
2. The verification process for all staff in KCR jobs must include:
3
KCR jobs include those that deliver CSR training and perform transaction monitoring.
3. If the verification process requires multiple observations with sign-off the following
are required:
a) Initial Verification: There must be at least two observations at two different times
by a lead, supervisor, manager, or trainer.
2. Evaluations must consider and be consistent with the findings from skills and
knowledge verification (Item 3.3) and transaction monitoring (Item 2.4).
3. Evaluations should support and must not work at cross purposes with the CSP’s
statement of direction and business performance targets.
4
KCR jobs include those that deliver CSR training and perform transaction monitoring.
Client Satisfaction
1. The CSP must quantify at the program level, across multiple programs for a client, and
at the entity level across clients:
a) Overall client satisfaction.
b) Client satisfaction with specific attributes (e.g., responsiveness, accuracy, report
timeliness).
2. Satisfaction must be measured and analyzed at least annually.
3. Targets must be set consistent with the statement of direction using comparative data
representative of high-performing organizations. Comparative data must be updated at
least every two years.
4. Data must be gathered from each of the clients that collectively represent at least 80%
of the CSP’s transaction volume or revenue. A representative sample from clients
representing the remaining 20% of volume or revenue must also be included.
5. This requirement may be waived if the CSP has used every effort (including surveys,
calls, meetings, etc.) to obtain client satisfaction data and the client refuses to respond
to client surveys. In this case, the CSP must show that the data obtained from other
clients are sufficient to manage the business.
Client Dissatisfaction
6. A client complaint is broadly defined as any negative comment (received in person or
by phone, mail, fax, e-mail, etc.) about any aspect of the CSP’s products, services,
staff, or agents.
7. The CSP must manage complaints and other key indicators of client dissatisfaction.
ii) This process must include the tracking of either “On-time to Respond” or
“On-time to Resolve” metrics.
The CSP must measure and manage the service and revenue performance
of each Key Customer-Related Process (KCRP) and Key Support Process
(KSP) performed by the CSP or a Key Supplier. The objective of this is to
achieve high performance levels and to improve performance where levels
achieved are below targets.
1. For each Exhibit 1 KCRP and KSP that the CSP or a Key Supplier performs, the CSP
must use all of the service and revenue metrics listed in Exhibit 1.
2. For each KCRP not listed in Exhibit 1 that the CSP or a Key Supplier performs, the
CSP must use on-time and backlog metrics and, as appropriate, yield metrics.
3. For each KSP not listed in Exhibit 1 that the CSP or a Key Supplier performs, the CSP
must use, as appropriate, on-time and backlog metrics.
5
End-user dissatisfaction must be assessed using a satisfaction survey instrument. In addition, other
forms of end-user dissatisfaction (such as complaints and returns) may also be included in this
assessment.
5. Data must be gathered from 100% of the data; sampling is not permitted. These data
must be analyzed at least monthly.
6. Data must be maintained for all service and revenue metrics on a continuous basis. A
minimum of three continuous months of data is required for each newly-implemented
KCRP service and revenue metric and each KSP service metric.
7. The CSP must establish targets for each service and revenue metric that are consistent
with the CSP’s statement of direction.
8. The CSP must establish targets for each service metric based on comparative high-
performing organizations. The CSP must gather comparative data representative of the
results achieved by high-performing organizations for service metrics at least every
two years. These data do not have to be at the specific KCRP level; they can be more
generic and can come from other industries, e.g., manufacturing.
The CSP must measure and manage the quality performance of each Key
Customer-Related Process (KCRP) and Key Support Process (KSP)
performed by the CSP or a Key Supplier. The objective of this is to
achieve high performance levels and to improve performance where levels
achieved are below targets.
1. For each Exhibit 1 KCRP and KSP that the CSP or a Key Supplier performs, the CSP
must use all of the quality metrics listed in Exhibit 1.
2. For each KCRP not listed in Exhibit 1 that the CSP or a Key Supplier performs, the
CSP must use accuracy metrics.
3. For each KSP not listed in Exhibit 1 that the CSP or a Key Supplier performs, the CSP
must use, as appropriate, accuracy metrics.
4. The CSP must use any quality metrics required by clients that are not included in
Exhibit 1.
6. Data must be maintained for all quality metrics on a continuous basis. A minimum of
three continuous months of data is required for each newly-implemented KCRP quality
metric.
7. The CSP must establish targets for each quality metric that are consistent with the
CSP’s statement of direction.
2. The efficiency metrics used by the CSP must include units of input compared to units
of output.
3. For each Exhibit 1 KCRP that the CSP performs, the CSP must use all of the efficiency
metrics listed in Exhibit 1.
4. For each KCRP not listed in Exhibit 1 that the CSP performs, the CSP must use an
efficiency metric.
5. CSPs must use any efficiency metrics required by clients that are not included in
Exhibit 1.
6. 100% of efficiency data must be collected; sampling is not permitted. These data must
be analyzed at least monthly.
7. Data must be maintained for all cost and efficiency metrics on a continuous basis. A
minimum of three continuous months of data is required for each cost and efficiency
metric of a newly-implemented KCRP.
8. The CSP may combine the tracking of efficiency metrics from several KCRPs if the
CSP uses “blended” staff (i.e., staff handling a mix of call, electronic and non-
electronic transactions) to process transactions.
9. The CSP must establish targets for each cost and efficiency metric that are consistent
with the CSP’s statement of direction.
The CSP must measure and manage staff attrition for CSRs and
Supervisors and absenteeism for staff in CSR jobs.
The CSP must achieve targeted levels and exhibit sustained improvement
in a majority of its required Service, Quality, Revenue, Cost, and Client
and End-User Satisfaction metrics.
1. Service, Quality, Revenue, Cost, and Client and End-User Satisfaction metrics
included in this calculation include those metrics required in Items 4.1, 4.2, 4.3, 4.4,
and 4.5 plus any client-required metrics. Key Support Process (KSP) metrics are not
included in this calculation.
4. Definitions:
b) “Previous performance level” is defined as the average of the previous three data
points (or the average of the previous data points if fewer than three data points are
available).
5. Required metrics without a target, e.g., volume, are not included in this calculation.
6. Required metrics that do not meet CUI (of CUIKA) requirements will be considered to
be neither meeting/exceeding targeted performance levels nor exhibiting sustained
improvement.
7. CSPs seeking certification to the COPC-2000® CSP Standard for an Entity involving
multiple locations, services (within or across locations), or major subgroups (of clients
or programs), must meet or exceed targeted performance levels or exhibit sustained
improvement trends for the required Service, Quality, Revenue, Cost, and Client and
End-User Satisfaction performance metrics for each:
8. To calculate whether it is compliant with the 50% and 75% requirements of this Item,
the CSP must assess its performance on the required Service, Quality, Revenue, Cost,
Exhibit 1 Requirements
Exhibit 1 identifies KCRPs and KSPs for an inbound customer contact service center, a
fulfillment center, a technical support center, an outbound contact management center, an e-
commerce center, a collections center, a healthcare insurance center, a business process
outsourcing (BPO) center, and a face to face operation. Over time, additional functions will
be added to Exhibit 1.
The examples of specific metrics provided in Exhibits 1A through 1I (introduced by “e.g.”
and set off in parentheses) are intended to clarify (but not limit) the scope and focus of the
measures required to be tracked by the CSP. These “e.g.’s” are illustrative only and are not
specifically required by the COPC-2000® CSP Standard. Several options for some of the
required metrics are presented in the material that follows.
For each KCRP not listed in Exhibit 1 that the CSP performs, the CSP must use on-time,
backlog, accuracy, efficiency, and, as appropriate, yield metrics.6
For each KCRP not listed in Exhibit 1 that a Key Supplier performs, the CSP must use on-
time, backlog, accuracy, and, as appropriate, yield metrics.7
For each KSP not listed in Exhibit 1 that the CSP or a Key Supplier performs, the CSP must
use, as appropriate, on-time, backlog, and accuracy metrics.8
2. For non-phone transactions the CSP can track on time to either 1) what was processed
or 2) what should have been processed.
a) If service level is the metric used for phone and chat transactions, the CSP must
track on-time based on the number of calls/chat sessions offered, not the number
of calls/chat sessions answered.
b) If average speed of answer (ASA) is used as the metric for on-time processing of
calls or electronic transactions, the CSP must identify and CUIKA the monthly
distribution of transactions by answer speed around the average.
6
These requirements are enumerated in 4.3.2, 4.4.2, and 4.5.4.
7
These requirements are enumerated in 4.3.2 and 4.4.2.
8
These requirements are enumerated in 4.3.3 and 4.4.3.
Backlog
1. For non-phone KCRPs, this measure must include aging, using appropriate time frames
(or “buckets”) to categorize the age of the items in backlog. The initial bucket cannot
be longer than the cycle time requirement; for example, if the cycle-time requirement is
8 hours, the first bucket in late backlog must be no greater than “0–8 hours late.”
2. 100% of Backlog data must be collected; sampling is not permitted. Backlog must be
managed daily and “average time late” measured, trended, and analyzed monthly.
“Average time late” must be measured with a weighted monthly average of daily
snapshots. Non-late items may not be included in this calculation.
Accuracy
1. The appropriate metric for accuracy is “percent correct,” “percent defective,” or
“defective parts per million (dppm)”.
2. Accuracy data may be sampled. All accuracy data must be analyzed monthly.
3. CSPs must track End-User Critical Error Accuracy and Business Critical Error
Accuracy. Non-Critical Error Accuracy must be managed and coached.
a) CSPs must track End-User Critical Error Accuracy and Business Critical Error
Accuracy by unit (e.g., one mistake in an e-mail means the entire e-mail is
defective).
Contact Resolution
1. Issue Resolution, First Contact Resolution, or First Call Resolution must be tracked.
2. The CSP must analyze Contact Resolution results at least quarterly and understand the
correlation between these results and End-User Satisfaction.
Revenue Generation
1. The CSP must track Conversion Rate or Conversion Volume for those programs in
which sales are required.
b) Assisted Transfers
c) Abandonment Rate
d) Opt-Out Rate
e) Routing Accuracy
a) Staffing – Must account for the operational lag time for both hiring and training.
At a minimum, staffing forecast accuracy must be calculated at the weekly level.
b) Scheduling – Must account for the operational lag time for scheduling (i.e., how
far in advance schedules are established). At a minimum, scheduling forecast
accuracy must be calculated at the daily level.
Absenteeism Calculating the amount of time 7 CSR Absenteeism (e.g., % of hours lost through absenteeism) 4.6
that is lost due to unscheduled Must be measured at the program and entity levels
absenteeism. (Only program level metrics are included in the calculation of
Levels and Trends)
21 Cost per Unit (e.g., cost per unit sold, cost per transaction, cost 4.5
per delivered revenue, cost per sale or cost per subscriber)
22 Occupancy - Must be calculated as (transaction handle 4.5
time)/(transaction handle time + available time)
23 Productivity - Must be calculated as (transaction handle 4.5
time)/(paid time)
37 Cost per Unit (e.g., cost per unit sold, cost per transaction, cost 4.5
per delivered revenue, cost per sale or cost per subscriber)
38 Occupancy - Must be calculated as (transaction handle 4.5
time)/(transaction handle time + available time)
39 Productivity - Must be calculated as (transaction handle 4.5
time)/(paid time)
Case Management
KCRP Description Required Internal Metrics Item
Case Management: Closing Cases that have been 154 On Time Closure of Resolved Cases (e.g., On Time processing 4.3
Closing Cases resolved or when the business of case closure)
rules for number of attempts to Case Backlog - Average Time Late for cases unclosed but 4.3
155
reach a customer to confirm resolved
resolution has been exceeded.
156 End-User Critical Error Accuracy (e.g., accuracy rate of end- 2.4/4.4
user affecting critical errors of transactions monitored)
157 Business Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
business affecting critical errors of transactions monitored)
158 Compliance Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
compliance critical errors of transactions monitored)
159 Non-Critical Error Accuracy (e.g., accuracy rate of attributes 2.4/4.4
that do not make the entire transaction defective, including soft
skills, professionalism, and many data input errors)
160 Volume (e.g., number of cases received per period)
Invoicing clients Invoicing clients for services 164 On Time (e.g., On Time invoicing) 4.3
rendered.
165 Backlog (e.g., average time late of invoices that are not 4.3
processed on time)
166 External Accuracy (e.g., value of credits as percent of value 4.4
invoiced)
167 Internal Accuracy (e.g., error rate found by internal review of 4.4
invoices)
Telecommunications Providing and maintaining 168 Uptime/Accessibility (e.g., % of time the system is fully 4.3
(Technology ) telecommunications hardware, functional, % of time lines are fully available)
software and services (e.g., long Blocked Transactions (e.g., the number of calls not received 4.3
169
distance service, local line due to network, trunk, or PBX limitations and /or settings)
service, telecommunication
switch, CSR phones, and call
management software).
Managing Providing and maintaining 170 Uptime/Accessibility (e.g., % of time the system is fully 4.3
information systems hardware and software functional)
(Technology ) supporting the information 171 System Latency - There is no convincing measure for system 4.3
systems (e.g., order management latency, however where there is evidence of business impact due
system, knowledge base, CSR to system latency, it should be assessed by a sampling approach
terminals or personal computers). through side by side monitoring.
Managing the Keeping the knowledgebases up 174 On Time (e.g., On Time processing of information updates 4.3
Knowledgebase to date and accurate. within targeted cycle times)
(Technology ) 175 Knowledgebase Accuracy (e.g., Accuracy rate of searches 4.4
where information was correct)
176 Knowledgebase Satisfaction (e.g., % of users that agree 4.4
knowledgebase article was helpful)
Forecasting Projecting transaction volume in 177 Staffing Forecast Accuracy (e.g., actual vs. forecasted 2.5/4.4
volume and AHT order to ensure sufficient capacity transaction volume for the forecast developed to identify required
exists to meet service staffing levels to recruit/hire and train staff)
requirements at an optimal
efficiency. 178 Scheduling Forecast Accuracy (e.g., actual vs. forecasted 2.5/4.4
transaction volume at the interval level for the forecast developed
to create schedules for existing staff)
179 AHT Forecast Accuracy (e.g., actual vs. forecasted AHT at the 2.5/4.4
daily level for the forecast developed to create schedules for
existing staff)
Recruiting/Hiring Acquiring the necessary human 180 On Time (e.g., percent of staffing requests filled by the targeted 3.1/4.3
resources to meet the staffing date)
needs of the operation. Quality (e.g., percent of staff which successfully complete new- 3.1/4.4
181
hire training program)
Training Training staff to minimum skill 182 Quality (e.g., percent of staff passing transaction monitoring 30 3.2/4.4
and knowledge requirements. days after completing training)
Implementing New The timeliness of meeting 183 On Time (e.g., percent of program components delivered on 2.1/4.3
Programs implementation milestones. time)
Absenteeism Calculating the amount of time 7 CSR Absenteeism (e.g., % of hours lost through absenteeism) 4.6
that is lost due to unscheduled Must be measured at the program and entity levels
absenteeism. (Only program level metrics are included in the calculation of
Levels and Trends)
Processing returns Issuing returned material 17 On Time (e.g., percent of returns processed On Time) 4.3
authorizations, receiving returned
18 Backlog (e.g., average time late of returns that are not processed 4.3
goods, issuing credits or
on time)
replacement goods, and disposing
of returned goods as prescribed 19 End-User Critical Error Accuracy (e.g., accuracy rate of end- 2.4/4.4
by the client. user affecting critical errors of transactions monitored)
20 Business Critical Error Accuracy (e.g., accuracy rate of business 2.4/4.4
affecting critical errors of transactions monitored)
21 Compliance Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
compliance critical errors of transactions monitored)
22 Volume (e.g., returns received per period)
Invoicing clients Invoicing clients for services 26 On Time (e.g., On Time invoicing) 4.3
rendered.
27 Backlog (e.g., average time late of invoices that are not processed 4.3
on time)
28 External Accuracy (e.g., value of credits as percent of value 4.4
invoiced)
29 Internal Accuracy (e.g., error rate found by internal review of 4.4
invoices)
Providing product Ordering product from product 30 On Time (e.g., percent of product orders delivered On Time) 4.3
suppliers in order to maintain
31 Backorder (e.g., aging of SKUs that have been ordered but have 4.3
sufficient inventory, and
not yet been received)
providing the product necessary
to either assemble kits or ship 32 Accuracy (e.g., percent of correct or undamaged SKUs delivered) 4.4
product to end users.
Controlling Maintaining accurate inventory 33 Cycle Count Accuracy (e.g., SKU accuracy) 4.4
inventory whether it is client or CSP
owned.
Material receipt and Receiving material and putting 34 On Time (e.g., On Time to receipt in the computer) 4.3
put-away material away in both primary
35 Backlog (e.g., average time late of product that has been received 4.3
and secondary bin locations.
on the dock but has not yet been put on the CSP’s system or has
not yet been put away)
Telecommunications Providing and maintaining 36 Uptime/Accessibility (e.g., % of time the system is fully 4.3
(Technology ) telecommunications hardware, functional, % of time lines are fully available)
software and services (e.g., long 37 Blocked Transactions (e.g., the number of calls not received due 4.3
distance service, local line to network, trunk, or PBX limitations and /or settings)
service, telecommunication
switch, CSR phones, and call
management software).
Managing Providing and maintaining 38 Uptime/Accessibility (e.g., % of time the system is fully 4.3
information systems hardware and software supporting functional)
(Technology ) the information systems (e.g., System Latency - There is no convincing measure for system 4.3
39
order management system, latency, however where there is evidence of business impact due
knowledge base, CSR terminals to system latency, it should be assessed by a sampling approach
or personal computers). through side by side monitoring.
Providing internal Responding to staff requests to 40 On Time (e.g., on time by severity level) 4.3
helpdesk fix (or add/move/change)
41 Quality (e.g., accuracy of solution/fix) 4.4
(Technology ) telecommunications or
information systems equipment.
Implementing New The timeliness of meeting 51 On Time - (e.g., percent of program components delivered on 2.1/4.3
Programs implementation milestones. time)
Absenteeism Calculating the amount of time 7 CSR Absenteeism (e.g., % of hours lost through absenteeism) 4.6
that is lost due to unscheduled Must be measured at the program and entity levels
absenteeism. (Only program level metrics are included in the calculation of
Levels and Trends)
21 Cost per Unit (e.g., cost per unit sold, cost per transaction, cost 4.5
per delivered revenue, cost per sale or cost per subscriber)
22 Occupancy - Must be calculated as (transaction handle 4.5
time)/(transaction handle time + available time)
23 Productivity - Must be calculated as (transaction handle 4.5
time)/(paid time)
37 Cost per Unit (e.g., cost per unit sold, cost per transaction, cost 4.5
per delivered revenue, cost per sale or cost per subscriber)
38 Occupancy - Must be calculated as (transaction handle 4.5
time)/(transaction handle time + available time)
39 Productivity - Must be calculated as (transaction handle 4.5
time)/(paid time)
Processing Inquiries that cannot be resolved 74 Rate (e.g., percent of calls requiring escalation to the client) 4.4
escalations (to by the CSP and must be
75 Volume (e.g., number of escalations per period to client)
client) forwarded to the client.
Implementing New The timeliness of meeting 110 On Time (e.g., percent of program components delivered on 2.1/4.3
Programs implementation milestones. time)
Absenteeism Calculating the amount of time 7 CSR Absenteeism (e.g., % of hours lost through absenteeism) 4.6
that is lost due to unscheduled Must be measured at the program and entity levels
absenteeism. (Only program level metrics are included in the calculation of
Levels and Trends)
Processing Printing and mailing appropriate 13 On Time (e.g., percent letters issued in required cycle time, 4.3
campaign campaign materials to end user percent promotions mailed in required cycle time)
literature prospects (e.g., promotion Backlog (e.g., average time late of letters not processed on time) 4.3
14
notices, product/service letters) at
the appropriate time. This
includes telemarketing or Do Not 15 Critical Error Accuracy (e.g., percent of letters sent that were the 4.4
Contact (DNC) verification correct letter)
notifications required by federal
or state/provincial laws.
Prospect Tracing Locating potential prospects with 16 Success Rate (e.g., percent prospects that are located) 4.4
unknown phone numbers and/or
addresses.
Processing Attempting to contact end users 17 Right Party Connect (RPC) Rate (e.g., RPCs per attempt) 4.3
outbound end-user either using automated (dialer) or
calls manual dialing methods. 18 List Backlog (e.g., average time late of list not yet contacted or 4.3
not attempted outside time required)
19 End-User Critical Error Accuracy (e.g., accuracy rate of end- 2.4/4.4
user affecting critical errors of calls monitored)
20 Business Critical Error Accuracy (e.g., accuracy rate of business 2.4/4.4
affecting critical errors of calls monitored)
21 Compliance Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
compliance critical errors of calls monitored)
22 Non-Critical Error Accuracy (e.g., accuracy rate of attributes 2.4/4.4
that do not make the entire call defective, including soft skills,
professionalism, and many data input errors)
23 Cost per Unit (e.g., cost per RPC, cost per sale, cost per call, cost 4.5
per account, cost per hour))
24 RPC (e.g., RPCs per labor hour) 4.5
25 Yield (e.g., sales per hour, contacts per hour, pledges per hour) 4.5
26 Completion Rate (if CSP uses an automated dialer) (e.g., actual
attempts/total records)
27 CSR Utilization - Must be calculated as (transaction handle time 4.5
+ available time)/(paid time)
28 AHT- Must be calculated as (transaction handle time)/(number of 4.5
transactions processed)
41 Cost per Unit (e.g., cost per unit sold, cost per transaction, cost 4.5
per delivered revenue, cost per sale or cost per subscriber)
42 Occupancy - Must be calculated as (transaction handle 4.5
time)/(transaction handle time + available time)
43 Productivity - Must be calculated as (transaction handle 4.5
time)/(paid time)
Processing Do Not Deleting contact information for 44 On Time (e.g., On Time scrubbing of DNC list) 4.3
Contacts end users who have requested not
45 Backlog (e.g., average time late of DNCs not processed on time) 4.3
to receive outbound contacts.
Invoicing clients Invoicing clients for services 101 On Time (e.g., On Time invoicing) 4.3
rendered.
102 Backlog (e.g., average time late of invoices that are not processed 4.3
on time)
103 External Accuracy (e.g., value of credits as percent of value 4.4
invoiced)
104 Internal Accuracy (e.g., error rate found by internal review of 4.4
invoices)
Managing dialer Providing and maintaining 107 Uptime/Accessibility (e.g., % of time the dialer is fully 4.3
hardware and software to support functional)
the CSP's automated dialing
function.
Managing Providing and maintaining 108 Uptime/Accessibility (e.g., % of time the system is fully 4.3
information systems hardware and software functional)
(Technology ) supporting the information System Latency - There is no convincing measure for system 4.3
109
systems (e.g., order management latency, however where there is evidence of business impact due
system, knowledge base, CSR to system latency, it should be assessed by a sampling approach
terminals or personal computers). through side by side monitoring.
Providing internal Responding to staff requests to 110 On Time (e.g., on time by severity level) 4.3
helpdesk fix (or add/move/change)
111 Quality (e.g., accuracy of solution/fix) 4.4
(Technology ) telecommunications or
information systems equipment.
Managing the Keeping the knowledgebases up 112 On Time (e.g., On Time processing of information updates 4.3
Knowledgebase to date and accurate. within targeted cycle times)
(Technology ) 113 Knowledgebase Accuracy (e.g., Accuracy rate of searches 4.4
where information was correct)
114 Knowledgebase Satisfaction (e.g., % of users that agree 4.4
knowledgebase article was helpful)
Forecasting volume Projecting transaction volume in 115 Staffing Forecast Accuracy (e.g., actual vs. forecasted 2.5/4.4
and AHT order to ensure sufficient transaction volume for the forecast developed to identify
capacity exists to meet service required staffing levels to recruit/hire and train staff)
requirements at an optimal
efficiency. 116 Scheduling Forecast Accuracy (e.g., actual vs. forecasted 2.5/4.4
transaction volume at the interval level for the forecast
developed to create schedules for existing staff)
117 AHT Forecast Accuracy (e.g., actual vs. forecasted AHT at the 2.5/4.4
daily level for the forecast developed to create schedules for
existing staff)
Recruiting/Hiring Acquiring the necessary human 118 On Time (e.g., percent of staffing requests filled by the targeted 3.1/4.3
resources to meet the staffing date)
needs of the operation. Quality (e.g., percent of staff which successfully complete new- 3.1/4.4
119
hire training program)
Training Training staff to minimum skill 120 Quality (e.g., percent of staff passing transaction monitoring 30 3.2/4.4
and knowledge requirements. days after completing training)
Implementing New The timeliness of meeting 121 On Time (e.g., percent of program components delivered on 2.1/4.3
Programs implementation milestones. time)
Absenteeism Calculating the amount of time 7 CSR Absenteeism (e.g., % of hours lost through absenteeism) 4.6
that is lost due to unscheduled Must be measured at the program and entity levels
absenteeism. (Only program level metrics are included in the calculation of
Levels and Trends)
65 Cost per Unit (e.g., cost per unit sold, cost per transaction, cost 4.5
per delivered revenue, cost per sale or cost per subscriber)
66 Occupancy - Must be calculated as (transaction handle 4.5
time)/(transaction handle time + available time)
67 Productivity - Must be calculated as (transaction handle 4.5
time)/(paid time)
Case Management
KCRP Description Required Internal Metrics Item
Case Management: Closing Cases that have been 117 On Time Closure of Resolved Cases (e.g., On Time processing 4.3
Closing Cases resolved or when the business of case closure)
rules for number of attempts to 118 Case Backlog - Average Time Late for cases unclosed but 4.3
reach a customer to confirm resolved
resolution has been exceeded.
119 End-User Critical Error Accuracy (e.g., accuracy rate of end- 2.4/4.4
user affecting critical errors of transactions monitored)
120 Business Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
business affecting critical errors of transactions monitored)
121 Compliance Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
compliance critical errors of transactions monitored)
122 Non-Critical Error Accuracy (e.g., accuracy rate of attributes 2.4/4.4
that do not make the entire transaction defective, including soft
skills, professionalism, and many data input errors)
123 Volume (e.g., number of cases received per period)
KSP Description Required Internal Metrics Item
Reporting Reporting information as 124 On Time (e.g., percent reports sent On Time) 4.3
performance to required by clients. Commonly
125 Backlog (e.g., average time late of reports not sent on time) 4.3
clients referred to as daily, weekly, or
monthly reports. 126 Critical Error Accuracy (e.g., report accuracy rate) 4.4
Invoicing clients Invoicing clients for services 127 On Time (e.g., On Time invoicing) 4.3
rendered.
128 Backlog (e.g., average time late of invoices that are not 4.3
processed on time)
129 External Accuracy (e.g., value of credits as percent of value 4.4
invoiced)
130 Internal Accuracy (e.g., error rate found by internal review of 4.4
invoices)
Telecommunications Providing and maintaining 131 Uptime/Accessibility (e.g., % of time the system is fully 4.3
(Technology ) telecommunications hardware, functional, % of time lines are fully available)
software and services (e.g., long 132 Blocked Transactions (e.g., the number of calls not received 4.3
distance service, local line due to network, trunk, or PBX limitations and /or settings)
service, telecommunication
switch, CSR phones, and call
management software).
Managing Providing and maintaining 133 Uptime/Accessibility (e.g., % of time the system is fully 4.3
information systems hardware and software functional)
(Technology ) supporting the information System Latency - There is no convincing measure for system 4.3
134
systems (e.g., order management latency, however where there is evidence of business impact due
system, knowledge base, CSR to system latency, it should be assessed by a sampling approach
terminals or personal computers). through side by side monitoring.
Managing the Keeping the knowledgebases up 137 On Time (e.g., On Time processing of information updates 4.3
Knowledgebase to date and accurate. within targeted cycle times)
(Technology ) 138 Knowledgebase Accuracy (e.g., Accuracy rate of searches 4.4
where information was correct)
139 Knowledgebase Satisfaction (e.g., % of users that agree 4.4
knowledgebase article was helpful)
Forecasting Projecting transaction volume in 140 Staffing Forecast Accuracy (e.g., actual vs. forecasted 2.5/4.4
volume and AHT order to ensure sufficient capacity transaction volume for the forecast developed to identify required
exists to meet service staffing levels to recruit/hire and train staff)
requirements at an optimal
efficiency. 141 Scheduling Forecast Accuracy (e.g., actual vs. forecasted 2.5/4.4
transaction volume at the interval level for the forecast developed
to create schedules for existing staff)
142 AHT Forecast Accuracy (e.g., actual vs. forecasted AHT at the 2.5/4.4
daily level for the forecast developed to create schedules for
existing staff)
Recruiting/Hiring Acquiring the necessary human 143 On Time (e.g., percent of staffing requests filled by the targeted 3.1/4.3
resources to meet the staffing date)
needs of the operation. Quality (e.g., percent of staff which successfully complete new- 3.1/4.4
144
hire training program)
Training Training staff to minimum skill 145 Quality (e.g., percent of staff passing transaction monitoring 30 3.2/4.4
and knowledge requirements. days after completing training)
Implementing New The timeliness of meeting 146 On Time (e.g., percent of program components delivered on 2.1/4.3
Programs implementation milestones. time)
Absenteeism Calculating the amount of time 7 CSR Absenteeism (e.g., % of hours lost through absenteeism) 4.6
that is lost due to unscheduled Must be measured at the program and entity levels
absenteeism. (Only program level metrics are included in the calculation of
Levels and Trends)
Skip Tracing Locating debtors with unknown 18 Success Rate (e.g., percent skips that are located) 4.4
phone numbers and/or addresses.
Processing Attempting to contact end users 19 Right Party Connect (RPC) Rate (e.g., RPCs per attempt) 4.3
outbound end-user either using automated (dialer) or
20 List Backlog (e.g., average time late of list not yet contacted or 4.3
collection calls manual dialing methods.
not attempted outside time required)
21 End-User Critical Error Accuracy (e.g., accuracy rate of end- 2.4/4.4
user affecting critical errors of calls monitored)
22 Business Critical Error Accuracy (e.g., accuracy rate of business 2.4/4.4
affecting critical errors of calls monitored)
23 Compliance Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
compliance critical errors of calls monitored)
24 Non-Critical Error Accuracy (e.g., accuracy rate of attributes 2.4/4.4
that do not make the entire call defective, including soft skills,
professionalism, and many data input errors)
25 Cost per Unit (e.g., cost per RPC, cost per dollar collected, cost 4.5
per call, cost per account, cost per hour))
26 RPC (e.g., RPCs per labor hour) 4.5
27 Yield (e.g., dollars collected per hour) 4.5
28 Completion Rate (if CSP uses an automated dialer) (e.g., actual
attempts/total records)
29 CSR Utilization - Must be calculated as (transaction handle time 4.5
+ available time)/(paid time)
30 AHT- Must be calculated as (transaction handle time)/(number of 4.5
transactions processed)
44 Cost per Unit (e.g., cost per dollar collected, cost per account) 4.5
45 Occupancy - Must be calculated as (transaction handle 4.5
time)/(transaction handle time + available time)
46 Productivity - Must be calculated as (transaction handle 4.5
time)/(paid time)
Processing client Processing entire account files 47 On Time (e.g., On Time processing) 4.3
files to/from debt issuing clients.
48 Backlog (e.g., average time late of files not processed on time) 4.3
49 Critical Error Accuracy (e.g., percent of files with no errors that 4.4
would cause the client to contact the CSP)
50 Volume (e.g., files sent/received per period)
Case Management
KCRP Description Required Internal Metrics Item
Case Management: Closing Cases that have been 81 On Time Closure of Resolved Cases (e.g., On Time processing 4.3
Closing Cases resolved or when the business of case closure)
rules for number of attempts to Case Backlog - Average Time Late for cases unclosed but 4.3
82
reach a customer to confirm resolved
resolution has been exceeded.
83 End-User Critical Error Accuracy (e.g., accuracy rate of end- 2.4/4.4
user affecting critical errors of transactions monitored)
84 Business Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
business affecting critical errors of transactions monitored)
85 Compliance Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
compliance critical errors of transactions monitored)
86 Non-Critical Error Accuracy (e.g., accuracy rate of attributes 2.4/4.4
that do not make the entire transaction defective, including soft
skills, professionalism, and many data input errors)
87 Volume (e.g., number of cases received per period)
KSP Description Required Internal Metrics Item
Reporting Reporting information as required 88 On Time (e.g., percent reports sent On Time) 4.3
performance to by clients. Commonly referred to
89 Backlog (e.g., average time late of reports not sent on time) 4.3
clients as daily, weekly, or monthly
reports. 90 Critical Error Accuracy (e.g., report accuracy rate) 4.4
Invoicing clients Invoicing clients for services 91 On Time (e.g., On Time invoicing) 4.3
rendered.
92 Backlog (e.g., average time late of invoices that are not processed 4.3
on time)
93 External Accuracy (e.g., value of credits as percent of value 4.4
invoiced)
94 Internal Accuracy (e.g., error rate found by internal review of 4.4
invoices)
Telecommunications Providing and maintaining 95 Uptime/Accessibility (e.g., % of time the system is fully 4.3
(Technology ) telecommunications hardware, functional, % of time lines are fully available)
software and services (e.g., long Blocked Transactions (e.g., the number of calls not received due 4.3
96
distance service, local line to network, trunk, or PBX limitations and /or settings)
service, telecommunication
switch, CSR phones, and call
management software).
Managing dialer Providing and maintaining 97 Uptime/Accessibility (e.g., % of time the dialer is fully 4.3
hardware and software to support functional)
the CSP's automated dialing
function.
Providing internal Responding to staff requests to 100 On Time (e.g., on time by severity level) 4.3
helpdesk fix (or add/move/change)
101 Quality (e.g., accuracy of solution/fix) 4.4
(Technology ) telecommunications or
information systems equipment.
Managing the Keeping the knowledgebases up 102 On Time (e.g., On Time processing of information updates 4.3
Knowledgebase to date and accurate. within targeted cycle times)
(Technology ) 103 Knowledgebase Accuracy (e.g., Accuracy rate of searches 4.4
where information was correct)
104 Knowledgebase Satisfaction (e.g., % of users that agree 4.4
knowledgebase article was helpful)
Forecasting Projecting transaction volume in 105 Staffing Forecast Accuracy (e.g., actual vs. forecasted 2.5/4.4
volume and AHT order to ensure sufficient capacity transaction volume for the forecast developed to identify required
exists to meet service staffing levels to recruit/hire and train staff)
requirements at an optimal
efficiency. 106 Scheduling Forecast Accuracy (e.g., actual vs. forecasted 2.5/4.4
transaction volume at the interval level for the forecast developed
to create schedules for existing staff)
107 AHT Forecast Accuracy (e.g., actual vs. forecasted AHT at the 2.5/4.4
daily level for the forecast developed to create schedules for
existing staff)
Recruiting/Hiring Acquiring the necessary human 108 On Time (e.g., percent of staffing requests filled by the targeted 3.1/4.3
resources to meet the staffing date)
needs of the operation. 109 Quality (e.g., percent of staff which successfully complete new- 3.1/4.4
hire training program)
Training Training staff to minimum skill 110 Quality (e.g., percent of staff passing transaction monitoring 30 3.2/4.4
and knowledge requirements. days after completing training)
Implementing New The timeliness of meeting 111 On Time (e.g., percent of program components delivered on 2.1/4.3
Programs implementation milestones. time)
Absenteeism Calculating the amount of time 7 CSR Absenteeism (e.g., % of hours lost through absenteeism) 4.6
that is lost due to unscheduled Must be measured at the program and entity levels
absenteeism. (Only program level metrics are included in the calculation of
Levels and Trends)
21 Cost per Unit (e.g., cost per unit sold, cost per transaction, cost 4.5
per delivered revenue, cost per sale or cost per subscriber)
22 Occupancy - Must be calculated as (transaction handle 4.5
time)/(transaction handle time + available time)
23 Productivity - Must be calculated as (transaction handle 4.5
time)/(paid time)
44 Backlog (e.g., average time late of claims not made on time) 4.3
45 Schedule Adherence (e.g., actual work time to scheduled work 2.5/4.3
time based on time of day and type of work)
46 End-User Critical Error Accuracy (e.g., accuracy rate of end- 2.4/4.4
user affecting critical errors of transactions monitored)
47 Business Critical Error Accuracy (e.g., accuracy rate of business 2.4/4.4
affecting critical errors of transactions monitored)
48 Compliance Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
compliance critical errors of transactions monitored)
49 Non-Critical Error Accuracy (e.g., accuracy rate of attributes 2.4/4.4
that do not make the entire transaction defective, including soft
skills, professionalism, and many data input errors)
50 Volume (e.g., number of claims received per period)
51 Efficiency (e.g., average processing time per claim, claims 4.5
processed per hour, cost per claim)
Processing Processing adjustments to correct 52 On Time- Must track Service Level (i.e., percent of transactions 4.3
adjustments transactions for customers (e.g., processed within target time period) or Schedule Attainment
over/under payments, billing (programs in which clients determine staffing levels)
issues).
53 Backlog (e.g., average time late of adjustments not made on time) 4.3
54 Schedule Adherence (e.g., actual work time to scheduled work 2.5/4.3
time based on time of day and type of work)
55 End-User Critical Error Accuracy (e.g., accuracy rate of end- 2.4/4.4
user affecting critical errors of transactions monitored)
56 Business Critical Error Accuracy (e.g., accuracy rate of business 2.4/4.4
affecting critical errors of transactions monitored)
57 Compliance Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
compliance critical errors of transactions monitored)
58 Volume (e.g., number of adjustments received per period)
59 Efficiency (e.g., average processing time per adjustment, 4.5
adjustments processed per hour, cost per adjustment)
61 Backlog (e.g., average time late of appeals not made on time) 4.3
62 Schedule Adherence (e.g., actual work time to scheduled work 2.5/4.3
time based on time of day and type of work)
63 End-User Critical Error Accuracy (e.g., accuracy rate of end- 2.4/4.4
user affecting critical errors of transactions monitored)
64 Business Critical Error Accuracy (e.g., accuracy rate of business 2.4/4.4
affecting critical errors of transactions monitored)
65 Compliance Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
compliance critical errors of transactions monitored)
66 Volume (e.g., number of appeals received per period)
67 Efficiency (e.g., average processing time per appeal, appeals 4.5
processed per hour, cost per appeal)
Processing member Processing and authorizing 68 On Time- Must track Service Level (i.e., percent of transactions 4.3
referrals member referrals. processed within target time period) or Schedule Attainment
(programs in which clients determine staffing levels)
69 Backlog (e.g., average time late of referrals not made on time) 4.3
70 Schedule Adherence (e.g., actual work time to scheduled work 2.5/4.3
time based on time of day and type of work)
71 End-User Critical Error Accuracy (e.g., accuracy rate of end- 2.4/4.4
user affecting critical errors of transactions monitored)
72 Business Critical Error Accuracy (e.g., accuracy rate of business 2.4/4.4
affecting critical errors of transactions monitored)
73 Compliance Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
compliance critical errors of transactions monitored)
74 Volume (e.g., number of referrals received per period)
75 Efficiency (e.g., average processing time per referral, referrals 4.5
processed per hour, cost per referral)
Processing Processing enrollment 84 On Time- Must track Service Level (i.e., percent of transactions 4.3
enrollment applications for new and existing processed within target time period) or Schedule Attainment
applications members and subscribers. (programs in which clients determine staffing levels)
85 Backlog (e.g., average time late of applications not made on time) 4.3
Case Management
KCRP Description Required Internal Metrics Item
Case Management: Closing Cases that have been 105 On Time Closure of Resolved Cases (e.g., On Time processing 4.3
Closing Cases resolved or when the business of case closure)
rules for number of attempts to 106 Case Backlog - Average Time Late for cases unclosed but 4.3
reach a customer to confirm resolved
resolution has been exceeded.
107 End-User Critical Error Accuracy (e.g., accuracy rate of end- 2.4/4.4
user affecting critical errors of transactions monitored)
108 Business Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
business affecting critical errors of transactions monitored)
109 Compliance Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
compliance critical errors of transactions monitored)
110 Non-Critical Error Accuracy (e.g., accuracy rate of attributes 2.4/4.4
that do not make the entire transaction defective, including soft
skills, professionalism, and many data input errors)
111 Volume (e.g., number of cases received per period)
KSP Description Required Internal Metrics Item
Reporting Reporting information as 112 On Time (e.g., percent reports sent On Time) 4.3
performance to required by clients. Commonly
113 Backlog (e.g., average time late of reports not sent on time) 4.3
clients referred to as daily, weekly, or
monthly reports. 114 Critical Error Accuracy (e.g., report accuracy rate) 4.4
Invoicing clients Invoicing clients for services 115 On Time (e.g., On Time invoicing) 4.3
rendered.
116 Backlog (e.g., average time late of invoices that are not 4.3
processed on time)
117 External Accuracy (e.g., value of credits as percent of value 4.4
invoiced)
118 Internal Accuracy (e.g., error rate found by internal review of 4.4
invoices)
Telecommunications Providing and maintaining 119 Uptime/Accessibility (e.g., % of time the system is fully 4.3
(Technology ) telecommunications hardware, functional, % of time lines are fully available)
software and services (e.g., long Blocked Transactions (e.g., the number of calls not received 4.3
120
distance service, local line due to network, trunk, or PBX limitations and /or settings)
service, telecommunication
switch, CSR phones, and call
management software).
Managing Providing and maintaining 121 Uptime/Accessibility (e.g., % of time the system is fully 4.3
information systems hardware and software functional)
(Technology ) supporting the information System Latency - There is no convincing measure for system 4.3
122
systems (e.g., order management latency, however where there is evidence of business impact due
system, knowledge base, CSR to system latency, it should be assessed by a sampling approach
terminals or personal computers). through side by side monitoring.
Managing the Keeping the knowledgebases up 125 On Time (e.g., On Time processing of information updates 4.3
Knowledgebase to date and accurate. within targeted cycle times)
(Technology ) 126 Knowledgebase Accuracy (e.g., Accuracy rate of searches 4.4
where information was correct)
127 Knowledgebase Satisfaction (e.g., % of users that agree 4.4
knowledgebase article was helpful)
Forecasting Projecting transaction volume in 128 Staffing Forecast Accuracy (e.g., actual vs. forecasted 2.5/4.4
volume and AHT order to ensure sufficient transaction volume for the forecast developed to identify required
capacity exists to meet service staffing levels to recruit/hire and train staff)
requirements at an optimal
efficiency. 129 Scheduling Forecast Accuracy (e.g., actual vs. forecasted 2.5/4.4
transaction volume at the interval level for the forecast developed
to create schedules for existing staff)
130 AHT Forecast Accuracy (e.g., actual vs. forecasted AHT at the 2.5/4.4
daily level for the forecast developed to create schedules for
existing staff)
Recruiting/Hiring Acquiring the necessary human 131 On Time (e.g., percent of staffing requests filled by the targeted 3.1/4.3
resources to meet the staffing date)
needs of the operation. 132 Quality (e.g., percent of staff which successfully complete new- 3.1/4.4
hire training program)
Training Training staff to minimum skill 133 Quality (e.g., percent of staff passing transaction monitoring 30 3.2/4.4
and knowledge requirements. days after completing training)
Implementing New The timeliness of meeting 134 On Time (e.g., percent of program components delivered on 2.1/4.3
Programs implementation milestones. time)
Absenteeism Calculating the amount of time 7 CSR Absenteeism (e.g., % of hours lost through absenteeism) 4.6
that is lost due to unscheduled Must be measured at the program and entity levels
absenteeism. (Only program level metrics are included in the calculation of
Levels and Trends)
81 Backlog (e.g., average time late of requests not made on time) 4.3
82 Schedule Adherence (e.g., actual work time to scheduled work 2.5/4.3
time based on time of day and type of work)
83 End-User Critical Error Accuracy (e.g., accuracy rate of end- 2.4/4.4
user affecting critical errors of transactions monitored)
84 Business Critical Error Accuracy (e.g., accuracy rate of business 2.4/4.4
affecting critical errors of transactions monitored)
85 Compliance Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
compliance critical errors of transactions monitored)
86 Volume (e.g., number of requests received per period)
87 Efficiency (e.g., average processing time per request, requests 4.5
processed per hour, cost per request)
Processing reports Creating and transmitting 88 On Time (e.g., On Time processing of transactions) 4.3
summary information to the
89 Backlog (e.g., average time late of transactions not processed on 4.3
originator or external agencies.
time)
90 Critical Error Accuracy (e.g., accuracy rate of transactions 2.4/4.4
monitored)
91 Compliance Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
compliance critical errors of transactions monitored)
92 Volume (e.g., number of transactions received per period)
93 Efficiency (e.g., average processing time per transaction, 4.5
transactions processed per hour, cost per transaction)
Case Management
KCRP Description Required Internal Metrics Item
Case Management: Closing Cases that have been 115 On Time Closure of Resolved Cases (e.g., On Time processing 4.3
Closing Cases resolved or when the business of case closure)
rules for number of attempts to 116 Case Backlog - Average Time Late for cases unclosed but 4.3
reach a customer to confirm resolved
resolution has been exceeded.
117 End-User Critical Error Accuracy (e.g., accuracy rate of end- 2.4/4.4
user affecting critical errors of transactions monitored)
118 Business Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
business affecting critical errors of transactions monitored)
119 Compliance Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
compliance critical errors of transactions monitored)
120 Non-Critical Error Accuracy (e.g., accuracy rate of attributes 2.4/4.4
that do not make the entire transaction defective, including soft
skills, professionalism, and many data input errors)
121 Volume (e.g., number of cases received per period)
KSP Description Required Internal Metrics Item
Reporting Reporting information as 122 On Time (e.g., percent reports sent On Time) 4.3
performance to required by clients. Commonly
123 Backlog (e.g., average time late of reports not sent on time) 4.3
clients referred to as daily, weekly, or
monthly reports. 124 Critical Error Accuracy (e.g., report accuracy rate) 4.4
Invoicing clients Invoicing clients for services 125 On Time (e.g., On Time invoicing) 4.3
rendered.
126 Backlog (e.g., average time late of invoices that are not 4.3
processed on time)
127 External Accuracy (e.g., value of credits as percent of value 4.4
invoiced)
128 Internal Accuracy (e.g., error rate found by internal review of 4.4
invoices)
Telecommunications Providing and maintaining 129 Uptime/Accessibility (e.g., % of time the system is fully 4.3
(Technology ) telecommunications hardware, functional, % of time lines are fully available)
software and services (e.g., long 130 Blocked Transactions (e.g., the number of calls not received 4.3
distance service, local line due to network, trunk, or PBX limitations and /or settings)
service, telecommunication
switch, CSR phones, and call
management software).
Managing Providing and maintaining 131 Uptime/Accessibility (e.g., % of time the system is fully 4.3
information systems hardware and software functional)
(Technology ) supporting the information System Latency - There is no convincing measure for system 4.3
132
systems (e.g., order management latency, however where there is evidence of business impact due
system, knowledge base, CSR to system latency, it should be assessed by a sampling approach
terminals or personal computers). through side by side monitoring.
Managing the Keeping the knowledgebases up 135 On Time (e.g., On Time processing of information updates 4.3
Knowledgebase to date and accurate. within targeted cycle times)
(Technology ) 136 Knowledgebase Accuracy (e.g., Accuracy rate of searches 4.4
where information was correct)
137 Knowledgebase Satisfaction (e.g., % of users that agree 4.4
knowledgebase article was helpful)
Forecasting Projecting transaction volume in 138 Staffing Forecast Accuracy (e.g., actual vs. forecasted 2.5/4.4
volume and AHT order to ensure sufficient capacity transaction volume for the forecast developed to identify required
exists to meet service staffing levels to recruit/hire and train staff)
requirements at an optimal
efficiency. 139 Scheduling Forecast Accuracy (e.g., actual vs. forecasted 2.5/4.4
transaction volume at the interval level for the forecast developed
to create schedules for existing staff)
140 AHT Forecast Accuracy (e.g., actual vs. forecasted AHT at the 2.5/4.4
daily level for the forecast developed to create schedules for
existing staff)
Recruiting/Hiring Acquiring the necessary human 141 On Time (e.g., percent of staffing requests filled by the targeted 3.1/4.3
resources to meet the staffing date)
needs of the operation. Quality (e.g., percent of staff which successfully complete new- 3.1/4.4
142
hire training program)
Training Training staff to minimum skill 143 Quality (e.g., percent of staff passing transaction monitoring 30 3.2/4.4
and knowledge requirements. days after completing training)
Implementing New The timeliness of meeting 144 On Time (e.g., percent of program components delivered on 2.1/4.3
Programs implementation milestones. time)
Absenteeism Calculating the amount of time 7 CSR Absenteeism (e.g., % of hours lost through absenteeism) 4.6
that is lost due to unscheduled Must be measured at the program and entity levels
absenteeism. (Only program level metrics are included in the calculation of
Levels and Trends)
40 Backlog (e.g., average time late of requests not made on time) 4.3
41 Schedule Adherence (e.g., actual work time to scheduled work 2.5/4.3
time based on time of day and type of work)
42 End-User Critical Error Accuracy (e.g., accuracy rate of end- 2.4/4.4
user affecting critical errors of transactions monitored)
43 Business Critical Error Accuracy (e.g., accuracy rate of business 2.4/4.4
affecting critical errors of transactions monitored)
44 Compliance Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
compliance critical errors of transactions monitored)
45 Volume (e.g., number of requests received per period)
46 Efficiency (e.g., average processing time per request, requests 4.5
processed per hour, cost per request)
Processing Processing faxes, mail, and other 47 On Time- Must track Service Level (i.e., percent of transactions 4.3
inbound non- non-electronic transactions. processed within target time period) or Schedule Attainment
electronic (programs in which clients determine staffing levels)
transactions
48 Backlog (e.g., average time late of transactions not processed on 4.3
time)
49 Schedule Adherence (e.g., actual work time to scheduled work 2.5/4.3
time based on time of day and type of work)
50 End-User Critical Error Accuracy (e.g., accuracy rate of end- 2.4/4.4
user affecting critical errors of transactions monitored)
51 Business Critical Error Accuracy (e.g., accuracy rate of business 2.4/4.4
affecting critical errors of transactions monitored)
52 Compliance Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
compliance critical errors of transactions monitored)
53 Non-Critical Error Accuracy (e.g., accuracy rate of attributes 2.4/4.4
that do not make the entire transaction defective, including soft
skills, professionalism, and many data input errors)
54 Volume (e.g., number of faxes received per period)
55 Efficiency (e.g., average processing time per transaction, 4.5
transactions processed per hour, cost per transaction)
Processing Processing transactions that are 81 On Time- Must track On Time (e.g., On Time application 4.3
transactions direct received in bulk from clients. processing) or Schedule Attainment (programs in which clients
from clients These can be received either determine staffing levels)
electronically or manually.
82 Backlog (e.g., average time late of transactions not processed on 4.3
time)
83 Schedule Adherence (e.g., actual work time to scheduled work 2.5/4.3
time based on time of day and type of work)
84 End-User Critical Error Accuracy (e.g., accuracy rate of end- 2.4/4.4
user affecting critical errors of transactions monitored)
85 Business Critical Error Accuracy (e.g., accuracy rate of business 2.4/4.4
affecting critical errors of transactions monitored)
86 Compliance Critical Error Accuracy (e.g., accuracy rate of 2.4/4.4
compliance critical errors of transactions monitored)
87 Non-Critical Error Accuracy (e.g., accuracy rate of attributes 2.4/4.4
that do not make the entire transaction defective, including soft
skills, professionalism, and many data input errors)
88 Efficiency (e.g., average processing time per transaction, 4.5
transactions processed per hour, cost per transaction)
89 Volume (e.g., number of transactions received per period)
Invoicing clients Invoicing clients for services 127 On Time (e.g., On Time invoicing) 4.3
rendered.
128 Backlog (e.g., average time late of invoices that are not 4.3
processed on time)
129 External Accuracy (e.g., value of credits as percent of value 4.4
invoiced)
130 Internal Accuracy (e.g., error rate found by internal review of 4.4
invoices)
Telecommunications Providing and maintaining 131 Uptime/Accessibility (e.g., % of time the system is fully 4.3
(Technology ) telecommunications hardware, functional, % of time lines are fully available)
software and services (e.g., long Blocked Transactions (e.g., the number of calls not received 4.3
132
distance service, local line due to network, trunk, or PBX limitations and /or settings)
service, telecommunication
switch, CSR phones, and call
management software).
Managing Providing and maintaining 133 Uptime/Accessibility (e.g., % of time the system is fully 4.3
information systems hardware and software functional)
(Technology ) supporting the information 134 System Latency - There is no convincing measure for system 4.3
systems (e.g., order management latency, however where there is evidence of business impact due
system, knowledge base, CSR to system latency, it should be assessed by a sampling approach
terminals or personal computers). through side by side monitoring.
Managing the Keeping the knowledgebases up 137 On Time (e.g., On Time processing of information updates 4.3
Knowledgebase to date and accurate. within targeted cycle times)
(Technology ) 138 Knowledgebase Accuracy (e.g., Accuracy rate of searches 4.4
where information was correct)
139 Knowledgebase Satisfaction (e.g., % of users that agree 4.4
knowledgebase article was helpful)
Forecasting Projecting transaction volume in 140 Staffing Forecast Accuracy (e.g., actual vs. forecasted 2.5/4.4
volume and AHT order to ensure sufficient capacity transaction volume for the forecast developed to identify required
exists to meet service staffing levels to recruit/hire and train staff)
requirements at an optimal
efficiency. 141 Scheduling Forecast Accuracy (e.g., actual vs. forecasted 2.5/4.4
transaction volume at the interval level for the forecast developed
to create schedules for existing staff)
142 AHT Forecast Accuracy (e.g., actual vs. forecasted AHT at the 2.5/4.4
daily level for the forecast developed to create schedules for
existing staff)
Recruiting/Hiring Acquiring the necessary human 143 On Time (e.g., percent of staffing requests filled by the targeted 3.1/4.3
resources to meet the staffing date)
needs of the operation. Quality (e.g., percent of staff which successfully complete new- 3.1/4.4
144
hire training program)
Training Training staff to minimum skill 145 Quality (e.g., percent of staff passing transaction monitoring 30 3.2/4.4
and knowledge requirements. days after completing training)
Implementing New The timeliness of meeting 146 On Time (e.g., percent of program components delivered on 2.1/4.3
Programs implementation milestones. time)
Overall Approach
All Items of the COPC-2000® CSP Standard apply to Internal Customer Service Providers. In addition, the
following key terms and relationships are defined as they relate to Internal CSPs:
Internal Customer Service Provider (CSP)
The Internal CSP is the contact center that is used by customers, field organizations, retail arms and other
distribution channels of the same enterprise.
Clients
Clients refer to the internal or external organizations that the contact center contracts with to provide services
or products to their end users, (e.g., marketing department).
Exhibit 1
Internal CSPs use the same Exhibits (1A, 1B, 1C, 1D, 1E, 1F, 1G, 1H, and 1I) that are utilized by External
CSPs.
4.1 Client Satisfaction and Dissatisfaction: Client Satisfaction and dissatisfaction does not have to be
tracked unless there is a well-defined organization or department that contracts or otherwise formally
arranges for the services provided by the customer contact center.
Overall Approach
Only one Item of the COPC-2000® CSP Standard, 2.4 Transaction Monitoring, is not applicable to
Fulfillment.
Exhibit 1B
Exhibit 1B contains typical KCRPs and KSPs and corresponding required metrics. Note that most of the
KCRPs and KSPs are very different from those in a contact center or e-commerce center.
Overall Approach
All Items of the COPC-2000® CSP Standard apply to Outbound Contact Management.
If the CSP is a third-party CSP, its client refuses to allow the CSP to contact end users and the client will
not provide end-user satisfaction data in a manner that is compliant to the requirements of the COPC-
2000® CSP Standard, the following exception applies:
The CSP must be certified in at least one other service (e.g., Inbound Customer Contact Center
Services, Technical Support/Help-line/Help Desk, etc.), and through this certification demonstrate
the capability to measure and effectively manage end-user satisfaction and dissatisfaction data.
The burden of proof is on the CSP to demonstrate that it has made “every effort” to obtain client
permission to collect end-user satisfaction data. This includes documented evidence, (e.g., letter
from client).
The CSP must have an effective complaint management system as per 4.2.8 of the COPC-2000® CSP
Standard.
.
Exhibit 1D
Exhibit 1D contains typical KCRPs and KSPs and corresponding required metrics. CSPs should note
interpretations to the following metrics in Exhibit 1D:
Metric 8 – Completion Success (e.g., sales dollars, number of leads, generated, total pledge value, product
value): It is preferable (but not required) to track more than one metric to measure the impact of contact
performance on overall success. It may be tracked at any appropriate aggregate level (e.g., client,
campaign, portfolio, company). This is a revenue metric.
Metric 9 – Closure Rate: This is a revenue metric.
Metric 17 – Right Party Connect (RPCs per hour): Right Party is defined as the right person to call
(i.e., the targeted prospect). CSPs may track this metric differently depending on the dialing
methodology used (automated or manual). To be compliant with 2.5 Forecasting, Staffing, and
Scheduling, however, it is most likely that the CSP will have to track RPCs per attempt.
Metrics 23-25 – Efficiency: The requirement is different for Outbound and Inbound Calls if (1) the
CSP does not use blended staff, or (2) the CSP has significant inbound volume. If the CSP uses
blended staff or does not have significant inbound volume, the CSP must track all of:
Cost per Unit (e.g., cost per RPC, cost per sale, cost per call, cost per account, cost per hour).
At least one metric to measure RPC efficiency (e.g., RPCs per labor hour).
At least one Yield metric to measure overall contact efficiency (e.g., sales per hour, contacts per
hour, pledges per hour).
Overall Approach
Exhibit 1E
Exhibit 1E contains typical KCRPs and KSPs and corresponding required metrics. However, if the CSP is just
processing emails and/or web-based inquiries, it should use Exhibit 1A.
Overall Approach
Exhibit 1F
Exhibit 1F contains typical KCRPs and KSPs and corresponding required metrics. Note that these
metrics are very different than those used in most contact centers. CSPs should note interpretations to the
following metrics in Exhibit 1F:
2.4 Transaction Monitoring: Must include observations of the individual collector’s performance in
terms of any federal (e.g., FDCPA in the U.S.) or state/provincial collection law compliance.
2.5 Forecasting, Staffing, and Scheduling:
Must address both Inbound and Outbound contacts. Outbound forecast and demand
requirements should be based on Attempt Volume, RPC Rate, AHT, Utilization, etc.
Must use a quantitative model to forecast required Outbound contact hours by interval.
Must conduct Right Time to Contact analysis to create an outbound contact schedule which will
yield the most effective RPC rate.
3.1 Defining Jobs, Recruiting and Hiring: Must include knowledge of relevant federal and
state/provincial collection laws.
3.2 Training and Development: Must include training on relevant federal and state/provincial
collection laws.
3.3 Verifying Skills and Knowledge: Must include initial certification and annual re-certification for
knowledge of relevant federal and state/provincial collection laws. The CSP must have a process for
addressing collectors who do not initially meet the certification requirements. This process cannot
result in collectors remaining uncertified for an extended period.
4.2 End-User Satisfaction and Dissatisfaction:
Must track end-user satisfaction only for those end users that retain their fiduciary capabilities
(i.e., end users who can still use their product or service (e.g., credit card users who retain their
charging privileges)).
Must investigate each alleged collection law violation complaint and must track complaint
resolution cycle time.
At a minimum, must CUIKA all end-user complaints that allege any collection law violation
(written or oral). Complaints must be tracked at the individual collector level and analyzed at
the entity level.
4.3 Service and Revenue Performance and 4.4 Quality Performance: Must CUIKA all Exhibit 1F
metrics. In particular, note:
KCRP Requirements for Collecting debt, Activating accounts, Processing letters, Skip tracing,
Processing outbound end-user collections calls, are specific to collections.
The definition of what is included in Processing Non-Phone Transactions is unique to
collections.
List Backlog for Processing outbound end-user collections calls is typically a function of work
intensity (i.e., which files should be worked how often). It is therefore possible to have a
compliant backlog metric that is not average time late (e.g., work intensity).
Overall Approach
The rationale for applying the COPC-2000® CSP Standard to Healthcare Insurance is that the COPC®
Framework defines the criteria for customer service excellence and hence is adaptable to the requirements of
all organizations, including healthcare organizations.
Employers, Group Purchasing Organizations and other Healthcare Insurance purchasers can also benefit from
the COPC-2000® CSP Standard by:
Requiring that the healthcare plans, third party administrators (TPAs), network managers and others with
whom they have an existing relationship meet the requirements of the COPC-2000® CSP Standard (or
develop a plan for doing so).
Using the COPC-2000® CSP Standard to support selecting new healthcare plans, TPAs and network
managers and managing ongoing relationships with existing contracts.
All Items of the COPC-2000® CSP Standard apply to Healthcare Insurance. The following key terms and
relationships are defined as they relate to healthcare:
Customer Service Provider (CSP)
Sources of customer contact for customer service including phone, mail, fax, e-mail, and walk-in. The CSP
may be an internal department of a larger organization (e.g., Blue Plan, Managed Care Organization, Third
Party Administrator, and Network Manager) or a third-party in an outsourcing relationship.
End Users
Refers to those receiving services through a customer contact center (e.g., subscribers, members, and
providers).
Clients
Refers to the companies or organizations that typically contract with the Insurance Plan or the Benefits
Administrator that manages the relationship.
Exhibit 1G
Exhibit 1G contains typical KCRPs and KSPs and corresponding required metrics.
Overall Approach
All Items of the COPC-2000® CSP Standard apply to all BPO services.
Exhibit 1H
This Exhibit contains typical KCRPs and KSPs and corresponding required metrics. Note that many of the
KCRPs and KSPs are very different from those in a contact center. This Exhibit is primarily applicable to
situations where the client captures end-user transactions and transfers them to the CSP (in bulk or batch form)
for subsequent processing by the CSP. If the CSP processes inbound calls, e-mails, faxes or mail directly from
end users, it should also use Exhibit 1A.
NOTE: All interpretations to these services must be individually approved by COPC Inc. prior to their use
by any CSP.
CSR Definition: Includes staff that process end-user and/or client transactions.
2.2 Process Capability: In some situations (e.g., where processing of a single transaction is shared by two
or more CSRs) it may be more appropriate to measure process control at a transaction level (from the end
users’ perspective).
2.4 Transaction Monitoring: The CSP must monitor all transaction types, regardless of whether the
transactions are end-user or client initiated. In some situations (e.g., where processing of a single
transaction is shared by two or more CSRs) it may be more appropriate to monitor and coach a group of
CSRs. In some situations (e.g., where transaction processing occurs very rapidly) it may not be appropriate
to monitor transactions in a side-by-side mode. In some situations (e.g., where an error in any part of a
transaction causes the transaction to ‘fail’) it may be more appropriate for the CSP to consider errors
detected by clients or end users as End-User Critical Errors and errors which add cost to the CSP’s business
as Business Critical Errors. Where there is no direct contact with end users it may be more appropriate to
ensure that monitoring scores are consistent with the client experience.
2.5 Forecasting, Staffing, and Scheduling: The CSP must align staff capacity with all incoming and
outgoing transaction patterns, across all applicable KCRPs, at a frequency that is appropriate based on the
cycle time target(s). In some situations (e.g., transaction handling is controlled by the client), it may be
more appropriate to productivity goals rather than to arrival patterns. In some situations (e.g., transactions
are handled in batch mode) it may be more appropriate to staff to batch arrival patterns rather than at the
transaction level.
4.2 End-User Satisfaction and Dissatisfaction: Must only track end-user satisfaction and dissatisfaction for
those transactions in which:
Activities performed by CSP staff at the CSP’s location, remotely, or at client locations.
Transfer of end-user information to/from the client or directly from end users (whichever is
applicable).
Activities performed by third-party suppliers (if applicable).
Tracking of On Time based on transactions processed.
Backlog must be calculated and reported as a weighted average of Time late ‘snapshots’ and
include transactions which have been processed and those not yet processed.
“Processing Accuracy” and “Accuracy” have the same definition and may be used
interchangeably. “Compliance Accuracy” refers strictly to compliance with appropriate laws
and regulations of the country of origin and processing of the transactions – and applies as
appropriate.
4.7 Achieving Results: Refer to 4.2 End-User Satisfaction and Dissatisfaction for applicability of end-user
satisfaction and dissatisfaction metrics calculations.
All Items of the COPC-2000® CSP Standard apply to Face to Face services.
Most companies face the challenge of aligning their processes between what is delivered in their central
contact centers and what is delivered in their Face to Face regional centers.
In addition, processes are often designed so that a customer who contacts the contact center has to finish the
process at a Face to Face center or vice versa. If the Face to Face part of the process is not effective, the end to
end customer experience will be poor, regardless of the experience the customer had with the rest of the
process.
The Face to Face centers pursuing certification under this Exhibit must have a queuing system in place that
allows tracking of at least Service Level, Abandonment Rate, Average Waiting Time, Average Handle Time
and Staffed Time.
Exhibit 1I
Exhibit 1I contains typical KCRPs and KSPs and corresponding required metrics.
Metric 8- On Time: The denominator must include those customers who left (abandoned) the Face to Face
center before they were seen by a CSR, not just the customers who were attended to.
Metric 9- Average Wait Time: The CSP must measure and manage the Average Wait Time in addition to
On-Time.
Metrics related to Processing Inbound End-User Calls: This KCRP, as well as the KSPs for
Telecommunications (Blocked Calls and Uptime/Accessibility) apply if the Face to Face Center processes
end-user calls.
Metrics related to inventory and product management processes (Providing Product, Controlling
Inventory, Material Receipt and Put-Away, Cycle Count Accuracy): These KSPs apply if physical product
is kept in the Face to Face center (e.g., products for sale, products for repair, spare parts, or service items
such as application forms check books, etc.).
Metric 132- Blocked Transactions: This metric must be tracked if customers have the ability to contact the
Face to Face center by phone.
Absenteeism A measure of the percentage of staff that are not present during their scheduled shift (see 4.6
Staff, Attrition and Absenteeism).
Accuracy The quality of the transaction. This measurement is usually separated into End User
Critical, Business Critical and Non Critical (and sometimes Compliance) error accuracy.
Accuracy may be measured as “percent correct”, “percent defective”, or “defective parts per
million (dppm)”.
After Call Work A component of Average Handle Time (AHT). An ACD work-state that tracks how long a
(ACW) CSR is unavailable to take another call because of additional activities necessary to
complete the previous call, while the CSR is still logged-on to the ACD system. This
includes online entries that could not be completed during the call, such as call wrap-up
codes, free text comments, and research. On some ACD systems this is also called Wrap.
Aging Categorization of the age of items in backlog that have not been processed. It must be
calculated as: “Average Time Late” (ATL).
Application CSP data and documents provided by the CSP to COPC Inc. that will provide the
certification or benchmark review team with an outline of the approaches and practices used
by an entity to comply with each of the Items of the appropriate COPC-2000® CSP Standard
and its performance results. Applications are submitted prior to Baseline Assessments,
Benchmark Reviews, and Certification Audits.
Applied A designation from COPC Inc. identifying entities that have formally committed to pursue
certification to the COPC-2000® CSP Standard.
Approach The processes, practices, and procedures CSPs must develop and implement to meet the
requirements of the COPC-2000® CSP Standard or COPC-2000 CSP Gold Standard.
®
Applying the COPC A defined set of restrictions, rules or exceptions to the Requirements of the COPC-2000®
CSP Standards CSP Standard or COPC-2000 CSP Gold Standard, which must be applied for each service
type (as applicable).
Asset Efficiency There are multiple definitions of asset efficiency. Common metrics include: seat utilization,
revenue/asset, and other metrics that relate the performance of assets (dollars or units) to
output. Asset efficiency may be measured and managed at either the entity or program level.
Attrition Voluntary and involuntary staff separations (see 4.6 Staff Attrition and Absenteeism).
Automatic Call The system used by inbound call centers to answer and distribute calls on a first-come/first-
Distributor served basis amongst the available CSRs. These systems can be standalone or part of larger
(ACD) telecommunications systems. They usually have the capability to hold callers in queue, play
announcements, and store data about the calls for report purposes.
Auxiliary Time (Aux) Non-telephone time in a CSR’s scheduled day. This often includes time spent on training,
breaks, meetings, special projects, restroom visits or getting coffee. Most customer contact
telephone systems have a feature called ‘Aux Time’ or ‘Aux State’ that is tracked through
CSR use of one or more telephone buttons. Larger than expected segments of auxiliary time
should be noted by Supervisors to identify and analyze possible performance metric
deviations.
Available Time The time between transactions in which a CSR is ready to accept the next transaction.
Average Time Late A weighted average calculation used to monitor late backlog (see Exhibit 1 Requirements
(ATL) section).
Average Handle Time The average amount of time a CSR spends processing a transaction. This includes time
(AHT) spent communicating with end users, putting end users on hold (Hold Time), and wrapping
up the transaction after the end user has ended his/her participation in the transaction.
Average Speed of The average amount of time all end users wait in queue before their calls or chat requests
Answer are answered by a CSR. For comparison purposes, COPC Inc. would also suggest this
(ASA) metric include IVR menu time and automated attendant time. Because abandoned calls can
distort the value of this metric, it is important to clarify if and how abandoned calls are used
in this calculation.
Average Talk Time The average length of time a CSR is on the telephone with a caller. (Ideally, the time the
(ATT) caller spends on hold is not included in this metric. If Hold Time cannot be separated,
consider this in the staff utilization formula). ATT is typically calculated as the total
amount of time on the phone divided by the total number of calls taken. This is also called
ACD time in some telephone systems.
Baseline Assessment A COPC® Audit designed to provide a gap analysis of where the entity stands on all Items
of the appropriate COPC-2000® CSP Standard. It is used to identify the non-compliant
Items so the entity can take appropriate action prior to the COPC® Certification Audit.
Benchmark Data COPC Inc.’s first-hand experience from audits and reviews conducted around the world and
across industry and/or business sectors. These are the best examples of performance and
practices observed by COPC Inc. to address Category 4.0 Performance of the COPC-2000®
CSP Standard.
Best Practice COPC Inc.’s first-hand experience from audits and reviews conducted around the world and
across industry and/or business sectors. This is the best approach, process or method
witnessed by COPC Inc. to address either a particular requirement of the COPC-2000® CSP
Standard, or a process that is performed in a customer contact or fulfillment center.
Blended Staff Staff processing a mix of call, electronic and non-electronic transactions.
Blocked Transactions The number of calls not received due to network, trunk, or PBX limitations and /or settings.
Blocked transactions may be measured as the amount of time the network(s), trunk(s), or
PBX are at capacity and must be tracked at least quarterly. This frequency must be
increased if end-user satisfaction and dissatisfaction data indicates an issue with customer
access.
Business Critical Errors Inaccuracies that cause an entire transaction to be deemed defective from the CSP, Client or
business point of view. These errors will have a direct impact on cost or client satisfaction.
These normally include data privacy or compliance errors if Compliance Critical Errors are
not tracked separately.
Calibration Sessions Meetings during which individuals responsible for the monitoring of transactions compare
scoring results for selected transactions and discuss the scoring of these transactions to
ensure consistency of scoring. These sessions include quantitative evaluation of the
consistency of the scores via comparison to a gauge or reference at the attribute level and
their correlation with end-user satisfaction and scores provided by clients.
Callback An outbound CSR call to an end user which must be made as a result of previous CSP
action which, in-turn, is directly related to a previous inbound end-user call.
Client Clients are (a) the organizations that hire third-party CSPs to provide products and services
to their end users and (b) the groups within a company that obtain CSP services from a
“sister” group, division, department, or team within the same company.
Complaint Any negative comment (received in person or by phone, mail, fax, e-mail, etc.) about any
aspect of the CSP’s products, services, staff, or agents or its clients’ products, services, staff,
or agents.
Compliance Critical Inaccuracies that cause an entire transaction to be deemed defective from a legal or
Error Accuracy regulatory point of view. These errors are typically based on international, national, or local
legal or regulatory requirements.
Compliant Meeting the detailed, individual Item requirements of the COPC-2000® CSP Standard or
COPC-2000 CSP Gold Standard (as appropriate).
Confidence Interval Based on a given set of sample data, a confidence interval gives an estimated range of
(Precision) values which is likely to include an unknown population parameter, e.g., mean. Confidence
intervals are expressed as a +/- percentage. For example, the results of an end user
satisfaction survey may indicate the average score is 87% with a confidence interval of +/-
3%. This indicates the actual average satisfaction of the population is between 84% (87%-
3%) and 90% (87%+3%).
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COPC Registered The person from the entity responsible for coordinating all activities for compliance to the
Coordinator COPC-2000® CSP Standard or COPC-2000 CSP Gold Standard (as appropriate). This
person is usually the primary interface between the entity and COPC Inc.
Cost Typically focuses on efficiency and the cost per unit incurred by a CSP to provide a product
or service. Cost is different from price. Price represents what a CSP might charge for its
services or the cost burden transferred to the parent corporation.
Critical Errors Inaccuracies that cause an entire transaction to be deemed defective. Typically, these are
errors that will cause the end user to contact the CSP again or result in unnecessary expense
for the end user (End User Critical Errors), CSP, or Client (Business Critical Errors) (see
also Compliance Accuracy).
CSR Utilization An efficiency metric that represents the time CSRs are engaged in a customer interaction or
are waiting for an incoming customer interaction as a percent of the time CSRs are paid (this
excludes paid time off and any non-paid breaks). This is calculated as:
CSR Utilization is commonly used to show how effectively CSRs are being managed and
how much of CSRs’ time is truly available to handle end-user transactions.
CUIKA COPC Inc. acronym used to describe the collection, analysis, and use of performance data to
enable the CSP to achieve its service, quality, cost, and satisfaction targets (as appropriate).
All performance data in Category 4.0 Performance, must be “CUIKA”. See 2.6 CUIKA for
a detailed description.
Customer Customer is used to refer to the CSP’s clients and end users.
Customer Contact Call center, customer service centers, technical support centers, help desks, collection
Center centers, telemarketing centers, electronic response centers, sales support centers,
(CCC) outsourcing centers, and customer order centers, etc. that handle end-user contacts of
varying types (inbound calls, outbound calls, fax, white mail, e-mail, web transactions and
other electronic end-user interactions).
Customer Service Customer Service Providers, or CSPs, provide services to end users on behalf of clients.
Provider CSPs encompass most if not all, types of service environments.
(CSP)
Customer Service Customer Service Representative, or CSR, is a term that is used in the family of COPC®
Representative CSP Standards to refer to staff in a customer-contact center that process end-user
(CSR) transactions (e.g., calls, e-mails, web inquiries, fax, mail, etc.). Alternative terminology
often used in the industry includes agents, technical service representatives, communicators,
consultants, and cyber-agents.
Defect An error or an undesired result that is different from the planned or expected outcome.
Demand A calculation which identifies the expected CSR resource needs, based on the forecasted
(Demand Requirement) transaction volume and AHT (“Unloaded Demand”) or, based on the forecasted transaction
volume, AHT and shrinkage (“Loaded Demand”).
Department Within an entity, a distinct group or segment of the operation most often defined by the
entity’s organization structure. The department may be comprised of the operation’s service
delivery customer contact component or a support service (e.g., human resources,
information technology).
Department Business The annual plan, prepared at the departmental level, which must contain quantified financial
Plan targets (e.g., improving productivity and efficiency, increasing revenue, reducing costs, or
achieving budget) and non-financial targets for those Category 4.0 Performance metrics that
relate to the statement of direction and annual entity business plan. For each quantified
financial and non-financial target, the CSP must define:
• The actions that will be taken to achieve the target.
• Milestones for implementing these actions.
• The manager(s) who will be responsible for implementation.
The approach for reviewing each departmental plan must include:
• Formal monthly analysis of performance to the plan.
• Development of corrective actions when performance does not meet target.
• Ensuring that corrective actions result in performance improvement.
Deployment The extent to which Approaches are used throughout the organization.
Download Usually refers to data being sent between clients and the CSP. See ‘Electronic Download’
also.
Efficiency Metrics Refers to units of input (typically labor hours or costs) divided by units of output (typically
number of transactions, time or revenue). Also referred to as productivity metrics.
Electronic Data Electronic computer-to-computer data exchange, such as invoices or orders. Typically, this
Interchange (EDI) is between clients and the CSP.
Electronic Download The activity that occurs when an end user accesses the Web or FTP site and requests a
download of information or software. See ‘Download’ also.
E-mail Electronic memos and letters sent over an internal or external network. These can be free-
form messages or information provided by filling in an electronic form.
End-to-End Evaluation Analysis of processes from start to finish with start being defined as the time the transaction
is delivered to the CSP (e.g., day and time an e-mail is received, day and time a fax is
received) and finish being defined as the time that the transaction is completed from the
customer’s perspective (e.g., when the product ships, when an e-mail response is sent to the
customer).
End User End users are the customers of internal CSPs and the customers of third-party CSPs’ clients.
They may be consumers, businesses, field organizations, or the retailers, distributors, and
specialists that make up a distribution channel.
End-User Critical Errors Inaccuracies that cause an entire transaction to be deemed defective from the end user’s
point of view. These errors will have a direct impact on End User Satisfaction/
Dissatisfaction
End State Objectives Statements that describe the level of achievement/performance to which the CSP aspires.
Examples include market leader, high levels of customer sat, lowest cost, etc. COPC Inc.
recommends these objectives be quantified, but this is not required for certification to the
COPC® CSP Standards.
Entity The company, organization, or service operation applying, or seeking certification to, the
COPC-2000® CSP Standard or COPC-2000 CSP Gold Standard (as appropriate).. As an
example, any of the following could be considered an entity for the purposes of COPC®
Certification:
• Valu-Write Service Corporation.
• The San Jose Customer Service Center of Valu-Write Service Corporation.
• The Technical Support Operation of the San Jose Customer Service Center of
Valu-Write Service Corporation.
• The Megasoft PowerNotes Unit of the Technical Support Operation of the San Jose
Customer Service Center of Valu-Write Service Corporation.
Entity Business Plan The annual plan, prepared at the entity level, which must contain quantified financial targets
(e.g., improving productivity and efficiency, increasing revenue, reducing costs, or
achieving budget) and non-financial targets for those Category 4.0 Performance metrics
that relate to the statement of direction. For each quantified financial and non-financial
target, the CSP must define:
• The actions that will be taken to achieve the target.
• Milestones for implementing these actions.
• The manager(s) who will be responsible for implementation.
The approach for reviewing the plan must include:
• Formal monthly analysis of performance to the plan.
• Development of corrective actions when performance does not meet target.
• Ensuring that corrective actions result in performance improvement.
Fax Back or Fax-on- Two different names for the same service. This service allows an end user with a touch-
Demand tone telephone to enter digits that will generate a request for an automatic document to be
sent to a fax machine. This can also be activated internally by a CSR to send documents to
an end-user’s fax machine.
First Call Resolution The percentage of calls successfully processed during the first call made by the end user and
not resulting in a repeat call on the same issue. Sometimes referred to as ‘FCR’.
First Contact Resolution The percentage of transactions successfully processed during the first contact made by the
end user and not resulting in a transfer or repeat call on the same issue. Sometimes referred
to as ‘FCR’.
Forecast Accuracy Forecast accuracy is defined and must be measured at two levels:
• Staffing Forecast Accuracy (e.g., actual vs. forecasted transaction volume for the
forecast developed to identify required staffing levels to recruit/hire and train staff).
• Scheduling Forecast Accuracy (e.g., actual vs. forecasted transaction volume for
the forecast developed schedules for existing staff).
Forecasting Analysis of historical transaction volume and AHT arrival patterns and shrinkage to
determine future patterns and demand requirements
Full Time Equivalent Usually defined by the entity. It requires standardizing full-time and part-time employees to
(FTE) a full-time equivalent. For example, two part time CSRs who each work half time would be
considered one FTE.
High-Performing Companies and entities that are generally recognized as having achieved high levels of
Organizations service, quality, revenue, cost, and client and end-user satisfaction.
Issue Resolution The percentage of processed transactions in which the end users’ requests were successfully
resolved.
Key Business KBPs are those processes that are critical to a VMO’s ability to deliver high levels of
Processes performance to end users and clients for the products and services it offers.
(KBPs)
Key Customer-Related KCRPs (key customer-related processes) are those processes that are critical to the CSP’s
Processes ability to deliver high levels of performance to end users for the products and services it
(KCRP) offers. These processes are identified in Exhibit 1.
Key Suppliers Key suppliers are those organizations, external to the entity, that perform a KCRP or KSP.
These suppliers need not be external to the company; other parts of the company that are not
part of the entity may also be considered key suppliers. Corporate departments that provide
information systems and telecommunications represent key suppliers. Key suppliers may
also include clients and client-designated companies.
Key Support Processes Key support processes are those necessary to enable or perform KCRPs to meet targeted
(KSPs) levels. These almost always include reporting performance to clients, invoicing clients,
information systems, forecasting, hiring and recruiting, training, and telecom (for customer-
contact centers). KSPs are identified in Exhibit 1.
Lag Time The time between when a forecast is prepared and when the resulting action will be
completed (often called the operational lag time). For example, if six weeks are required to
successfully recruit, train and assign new CSRs to handle an expected future transaction
volume, then the forecast must be prepared at least six weeks earlier (i.e., it has a lag time of
six weeks).
Lead or Lead CSR Normally a position within an entity that is partially CSR and partially responsible for first
line management functions for the team, such as monitoring, coaching, being a product or
procedure/policy expert reference, handling escalated calls, etc.
Levels Measurements which reflect performance at specific times that are evaluated relative to the
performance achieved by appropriate comparisons.
Licensee Companies that are licensed by COPC Inc. to determine compliance to the COPC-2000®
CSP Standard and nominate entities for certification to the COPC-2000® CSP Standard.
They perform audits and reviews using the COPC-2000® CSP Standard or COPC-2000
Gold Standard. Licensees must follow specific guidelines to ensure the integrity of the
COPC® CSP Standards and the COPC® Certification Audit.
Logged-off CSRs log-off to tell the ACD system they are no longer working. Log-off rules vary by
company (e.g., CSRs log-off during lunch hours and/or at the end of each shift only).
COPC Inc. recommends that CSRs log-off only at shift end. Also referred to as sign-off.
Logged-on CSRs log-on to tell the ACD system they are starting work. This usually means entering a
touchtone code or agent number. Also referred to as sign-on.
Net Promoter Score The difference between the percentage of customers who are promoters and the percentage
of customers who are detractors.
Non-critical Errors Inaccuracies that do not cause an entire transaction to be deemed defective. Examples
include errors in professionalism, soft skills, and some data input errors.
Occupancy is commonly used to show how effectively CSRs are scheduled to work to meet
the arrival of transactions.
On Time The percentage of transactions processed within the targeted cycle time.
Paid Time Paid working time. This typically refers to the hours for which a CSR is paid during his/her
work day (this often excludes paid time off and lunch breaks).
Performance Metrics Measures used by the CSP to track performance, particularly of KCRPs. Examples and
Requirements are presented in Category 4.0 Performance and Exhibit 1.
Performance The organizational structure, procedures, processes and resources needed to ensure overall
Management System service, quality, revenue, and cost performance, particularly with regard to consistently
meeting customer requirements.
Previous Performance The average of the previous three data points (or the average of the previous data points if
Level fewer than three data points are available).
Process Audits, Audits of KCRPs that follow the process from the first process step through the output of
End-to-End the process. These audits often cross multiple departments within the CSP, including those
outside the entity, as well as key suppliers.
Process Capability The measure of how capable a process is of consistently meeting target, specification limits
or End User requirements. A capable process will show little variation and will be achieving
targets.
Program A program is support provided for a specific product or service for a specific client.
Individual clients often have multiple programs. These might be services provided to
different divisions or departments within the client organization, a similar service provided
for different products, different services provided for the same product, or individual
campaigns. Programs should be defined based primarily (although not exclusively) on the
client’s and the CSP’s organization structures. The more distinct the organization structure,
the more the CSP is likely to have different programs. Thus, a CSP that uses two different
teams for one client probably has two programs for that client.
Quality Doing things accurately at the first attempt (e.g., giving the correct answer to an inquiry,
inputting an order correctly, and shipping the correct product to the correct address).
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COPC Re-certification Entities certified to the COPC-2000® CSP Standard must be re-certified on an annual basis.
Audit The COPC® Re-certification Audit is an abbreviated version of a COPC® Certification
Audit. See COPC® Certification Process for more detailed requirements (separate
document).
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COPC Registered Someone who has successfully completed the COPC® Registered Coordinator Training and
Coordinator passed the exam by scoring 90% or higher.
Request for… A term created by COPC Inc. for any Requests made by VMOs to potential CSPs for
(RFX) Information (RFI), Proposal (RFP), or Quote (RFQ).
Request for Proposal A document normally prepared by a client and sent to CSPs asking them to present a
(RFP) proposal detailing the methods and price to perform the services to be outsourced as
described in the RFP.
Requirement There are two definitions of this term as it is used in the COPC-2000® CSP Standard,
COPC-2000 CSP Gold Standard, and COPC-2000 VMO Standard:
1. Any need that the CSP or VMO has to fulfill (e.g., respond to e-mails). Reference is
made throughout all the COPC® Family of Standards to client and end-user
requirements.
2. An element of any of the COPC® Family of Standards that is a subset of an Item. For
example, 1.1.1 is a requirement in 1.1 Statement of Direction.
Calculation
[15 (actual break) – 5 (late start) – 5 (late return)] / [15 (scheduled break)] = 33%.
Schedule Attainment Schedule attainment is the percentage of FTEs in the client-required staffing plan which are
actually available during a time period. This measurement must include the absolute value
of the difference of the number of FTEs in the client-required staffing plan and the actual
number of FTEs available.
On a daily, weekly, and monthly basis, this measurement must include the weighted average
(based on the number of client-required FTE) of schedule attainment for the relevant 30-
minute intervals.
To illustrate this calculation, assume the client-required staffing plan calls for 15 FTE to be
available from 10:00 am to 10:30 am.
If 14.5 FTE are available during this interval, the schedule attainment would be calculated
as follows:
Calculation
1‐ (ABS(Actual FTE ‐ Required FTE)/Required FTE)
Scope of Work A definition of requirements created by a client and a CSP that clearly delineates the work
(SOW) product to be delivered by the CSP.
Service There are two definitions of this term as it is used in the COPC-2000® CSP Standard,
COPC-2000 CSP Gold Standard, and the COPC-2000 VMO Standard:
1. The speed in which things are done from the customer’s perspective. This might be
how long it takes to talk to a live agent or how long it takes to receive a response to an
email.
2. A specific function that the CSP or VMO has to provide, e.g., Inbound Customer
Service, Technical Support, Collections, etc.
Service Level Written contracts or agreements with suppliers of products or services. These usually
Agreements consist of agreed upon performance levels and targets.
(SLA)
Shrinkage (Lost Time) There are multiple definitions of shrinkage. The definition COPC Inc. finds most useful is:
the estimated amount of scheduled time that will not be realized because of absenteeism,
sick/late time (and FMLA), training, coaching, team meetings, etc. that are not included in
the work schedule.
Skill-based Routing Software controlled ACD function that routes callers to specific CSR(s) based upon
predetermined parameters and calling conditions (e.g., CSR language capability, call
priority, etc.).
Specific Attribute An individual element or component used to break down overall satisfaction into the
elements that create or contribute to satisfaction (e.g., accuracy, timeliness).
Specification Limit Used where a process is to be managed to a band around target rather than a single target
value. Upper Specification Limit (USL) will determine the highest permitted result, and the
Lower Specification Limit (LSL) will determine the lowest permitted result from a process.
Staff Classification Two distinct staff classifications within CSPs describe positions (as opposed to the
personnel occupying those positions) from the end-user perspective.
• Indefinite staff occupy positions with no known end date. They are employed either
by the CSP, or by a staffing or recruiting firm (in which case they are often called
“temps”). A CSR position that is occupied during the course of a year by four three-
month “temps” is de facto an indefinite position for the purposes of the COPC® Family
of Standards.
• Temporary staff occupy positions for which there is a known end date, such as for a
holiday rush.
Staff, Contract Full- and part-time staff on the payroll of a staffing/recruiting agency.
Staffing Calculating the estimated number of CSR resources by period (regardless of who will
actually be assigned) that are required to handle the forecast transaction load (loaded
demand).
Standard Operating The sequential steps to be followed for a particular process. The COPC® Family of
Procedure Standards does not require these to be written documents, although they often are
(SOP) documented.
Statistical Process A structured approach, using statistical tools, to minimize process variation and improve
Control (SPC) process performance (when targets are not achieved). Typically SPC tools include Six
Sigma, DMAIC, Cpk, etc.)
Supervisor The managerial position within a CSP to which a CSR reports (also referred to as a first line
management).
Support Staff The personnel responsible for supporting staff in KCR jobs. This usually includes
information systems, information technology, telecom, human resources,
schedulers/forecasters, and management.
Sustained Improvement Three consecutive data points which are statistically significantly above the previous
performance level. The three points do not have to demonstrate successive improvement,
i.e., each point does not have to demonstrate higher performance than the previous data
point, but all three data points have to be statistically significantly above the previous
performance level. For the COPC-2000 CSP Gold Standard, the CSP must be able to
demonstrate improvement through the use of a statistical measure such as a moving average
or R-square on a trend line.
Target A quantified level of performance for a requirement (e.g., respond to 95% of e-mails within
24 hours of receipt).
Technical Support COPC Inc. uses this term interchangeable with CSR, agent, representative, rep or other
Representative (TSR) terms used to refer to the line staff that handle end-user contacts.
Temporary Staff Staff occupying positions for which there is no known end date.
Time on Phone The actual length of time a CSR is talking on the phone with an end user including hold
time (commonly referred to as average talk time). See Utilization, CSR Utilization, and
Occupancy.
Transaction Handle The total time spent handling transactions including talk time (inbound and outbound calls),
Time non-phone (e-mail, correspondence) time, and any after call work.
Transaction Monitoring Reviewing the style, format, professionalism, knowledge, and accuracy of information as it
is provided by CSRs to end users (see 2.4 Transaction Monitoring). For calls, this is usually
performed by remote or side-by-side observation of actual calls. For e-mails or
correspondence, this is usually performed by reviewing the CSR’s written responses to end-
user inquiries.
Uptime The percentage of time that systems are available to be used as intended (computer systems,
telephone lines, ACDs and desktop terminals).
Upload Data being sent from the end user to the CSP/Client or other designated location.
Vendor Management An organizational unit or group of individuals, typically within the client enterprise,
Organization responsible for managing at least a portion of the enterprise’s programs with CSPs.
(VMO)
Voice-Over-Data Incoming calls to agents direct from end users that are using the client’s website. The
Internet circuit is shared between the audio for the call and the data for the screen(s).
Requires speakers (or headset) and a receiver associated with the user’s terminal.
Web Callback Callbacks generated when the end user activates a button on the clients website that sends a
message with the telephone number to an automatic out-dialer at the CSP. The out-dialer
dials the end user and connects to a CSR.
Web Chat On a network, real-time exchange of written communication between customers and a CSR.
Usually used for technical support, product queries, idea generation or customer satisfaction
discussions. Typically a CSR chats concurrently with two or more end users.