Global in Scope & Experience

Since 1996

Performance Management System in the

CX industry
Key Features of the COPC CX Standard, Release 7.0:

q Improved Management of the Customer’s Service Journey – Identifies and targets

improvement for the critical service journeys that impact customer experience and business
success

q Updated Digital Assisted Channel Management – Includes new roles, measurements and
processes for improved management of digital service channels

q Enhanced Employee Engagement – Focuses on critical drivers of employee engagement that

reduce attrition and increase satisfaction

q New Metrics – Provides improved and streamlined metrics for CX operations

Improving Customer q Customer Satisfaction
Experience q Profitability
1.0
3.0

2.0 4.0
 Improve Service, Customer Satisfaction &
Quality & Revenue Profitability
Reduce Cost
(Efficiency)
Service
Service is speed

Quality
Doing things correctly

Metric:
1. Contact Resolution
2. Critical Error Accuracy
3. Escalation Accuracy
Monthly Mencakup
Interaction monitoring atas;
Penilaian tidak
• Customer Critical
menggunakan Data sampling mempengaruhi Error Accuracy
pendekatan tidak bias nilai secara • Business Critical
statistik sample langsung Error Accuracy
size • Compliance Critical
Error Accuracy
Tidak prkatis jika harus mengukur Un Realiable, Jumlah sample tidak tepat
seluruh transaksi untuk mewakili populasi data

Penilaian atas seluruh populasi Un Representative, tidak mewakili

tersebut bisa di prediksi dari hasil seluruh populasi karena berpihak/
sampling tendensius

Akurasi hasil tergantung pada besaran

sample
Batas toleransi kesalahan

Tingkat keyakinan atas hasil

sampling

Jumlah Populasi

Jumlah Ideal Sample

sampling secara acak dari Simple
seluruh populasi Systematic sample di ambil
Random
(sering digunakan utk
Sampling setiap n transaksi
monitoring) Sampling
 Melakukan investigasi
hasil menitoring harus bisa
frequent couse menggunakan
mengidentifikasi penyebab Melakukan tindaklanjut
corrective action approach
defect yang sering muncul
(2.8)
Quality
Doing things correctly

Metric:
1. Critical Error Accuracy
2. Contact Resolution
3. Escalation Accuracy
 Critical Error Accuracy

Customer Business Compliance

Perspective Perspective Tindakan atau
Customer Bisnis statement yang
bertentangan
• Proses sikap • Impact ke dengan hukum
dan Layanan Bisnis dg Client atau kebijakan
• Solusi tidak • Impact ke lost perusahaan
sesuai revenue
 Critical Error Accuracy

Customer Business Compliance

Perspective Perspective Tindakan atau
Customer Bisnis statement yang
bertentangan
• Proses sikap • Impact ke dengan hukum
dan Layanan Bisnis dg Client atau kebijakan
• Solusi tidak • Impact ke lost perusahaan
sesuai revenue