COPC-2000 is a certification mark of the

Customer Operations Performance Center Inc.

The certification mark is registered with the
United States Patent and Trademark Office.
Applications are pending in other countries.
COPC and COPC with design are trademarks
of Customer Operations Performance Center
Inc.
1996 - 2004 Customer Operations Performance Center Inc.
All rights reserved. The reproduction of any
portion of these materials without the prior
written agreement of the Customer Operations
Performance Center Inc. is strictly prohibited.

Table of Contents
Table of Contents...............................................................................................................i
Introduction to the COPC Performance Management System ....................................1
Purpose of the COPC Performance Management System .........................................2
The COPC-2000 CSP Standards ...............................................................................2
The COPC Standards Committee...............................................................................3
Going for the Gold.................................................................................................4
Strategic Direction for the COPC-2000 Standards ...................................................5
Why Get Certified to the COPC-2000 CSP Gold Standard? .....................................6
A Commitment to Improving Service and Quality, Increasing Revenue, and
Decreasing Cost.........................................................................................................7
COPC-2000 CSP Gold Standard Framework................................................................8
Concepts Underlying the COPC-2000 CSP Gold Standard.........................................8
Concepts Underlying the COPC-2000 CSP Gold Standard.........................................9
Key Terms and Relationships.....................................................................................9
Evaluation Requirements .........................................................................................13
Approach and Deployment ......................................................................................13
Results......................................................................................................................14
Integration among Items within the COPC-2000 CSP Gold Standard.....................14
1.0

Leadership and Planning ..................................................................................16

1.1 Statement of Direction ......................................................................................16
1.2 Strategic and Annual Planning Processes ........................................................16
1.3 Business Strategies and Plans...........................................................................17
1.4 Reviewing Performance ....................................................................................17
1.5 Management System Review .............................................................................18

2.0

Processes.............................................................................................................19
2.1 Developing New CSP End-User Servicing Capabilities ...................................19
2.2 Implementing New Products, Services, Programs, and Clients ........................20
2.3 Process Control.................................................................................................20
2.4 Process Improvement........................................................................................21

COPC-2000 CSP Gold Standard Release 3.4 February 2004

2.5 Process Audits...................................................................................................21

2.6 Transaction Monitoring ....................................................................................22
2.7 Staffing and Scheduling ....................................................................................23
2.8 Contingency Planning.......................................................................................24
2.9 CUIKA ..............................................................................................................25
2.10 Data Security ..................................................................................................26
2.11 Data and Information Availability and Update ..............................................27
3.0

People..................................................................................................................29
3.1 Defining Jobs ....................................................................................................29
3.2 Recruiting and Hiring .......................................................................................29
3.3 Training and Development ...............................................................................30
3.4 Verifying Skills and Knowledge ........................................................................30
3.5 Staff Performance Management........................................................................31
3.6 Compensation and Recognition ........................................................................31
3.7 Work Environment ............................................................................................32

4.0

Performance.......................................................................................................33
4.1 Client Satisfaction and Dissatisfaction .............................................................33
4.2 End-User Satisfaction and Dissatisfaction .......................................................34
4.3 Service and Quality Performance .....................................................................36
4.4 Key Supplier Performance ................................................................................37
4.5 Process-Level Efficiency ...................................................................................38
4.6 Resource Utilization..........................................................................................39
4.7 Staff Attrition.....................................................................................................39
4.8 Staff Satisfaction, Absenteeism, and Safety.......................................................40
4.9 Achieving Results ..............................................................................................41
4.10 Cost of Poor Quality (COPQ).........................................................................43

Exhibits............................................................................................................................44
Exhibit 1 Requirements ............................................................................................44
EXHIBIT 1A: Inbound Customer Contact Center Services......................................47
EXHIBIT 1B: Fulfillment (Bulk and Direct to End User) .........................................51
EXHIBIT 1C: Technical Support/Help-line/Help Desk .............................................54

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COPC-2000 CSP Gold Standard Release 3.4 February 2004

EXHIBIT 1D: Outbound Contact Management.........................................................57

EXHIBIT 1E: Electronic Commerce ............................................................................60
Exhibit 1F: Collections ...................................................................................................64
EXHIBIT 1G: Healthcare Insurance ............................................................................67
EXHIBIT 1H: Business Process Outsourcing (BPO) .................................................70
Applying the COPC-2000 CSP Standards to Internal Customer Service Providers 75
Applying the COPC-2000 CSP Standards to Fulfillment Operations........................76
Applying the COPC-2000 CSP Standards to Outbound Contact Management .......77
Applying the COPC-2000 CSP Standards to e-commerce ..........................................79
Applying the COPC-2000 CSP Standards to Collections............................................80
Applying the COPC-2000 CSP Standards to Healthcare Insurance..........................81
Applying the COPC-2000 CSP Standards to Business Process Outsourcing (BPO) 82
Glossary of Terms...........................................................................................................84

COPC-2000 CSP Gold Standard Release 3.4

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