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.
2. The CSP must:
b) Meet or exceed targeted performance levels or exhibit sustained improvement in a total of 75% of these performance metrics.
3. “Meeting targeted performance levels” is defined as meeting targeted performance levels in at least three-quarters (3/4ths) of the time periods for each metric.
a) For initial certifications, “meeting targeted performance levels” will be calculated based on a minimum of six consecutive months of data for a minimum of 90% of the required performance metrics. However, only three consecutive months of data are required for newly implemented metrics.
b) For re-certifications to the COPC-2000® CSP Standard, “achieving targeted levels” will be calculated based on 12 months of data for each metric.
c) “Meeting targeted performance levels” is based by metric. As an example, for a CSP with 100 metrics, to be certified, the CSP would have to achieve its target at least three-fourths (3/4ths) of the time in 50 of the 100 metrics.
4. Definitions:
a) “Sustained improvement” is defined as 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. 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:
a) Location in the Entity.
b) Service (e.g., customer service, tech support, outbound, fulfillment, e-commerce, collections, healthcare insurance, business process outsourcing).
c) Major sub-group in the Entity.
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,
and Client and End-User Satisfaction metrics at the levels indicated in the following table:
Item
Metrics included in calculations for Item 4.7 (by level) Client Program 4.1 Client Satisfaction and Dissatisfaction Overall Client Satisfaction 4.2 End-User Satisfaction and Dissatisfaction Overall End-User Satisfaction Overall End-User Dissatisfaction 4.3 Service and Revenue Performance
All KCRP metrics except:
Those managed at the entity or client levels and which have the same targets
4.4 Quality Performance
All KCRP metrics except:
Those managed at the entity or client levels and which have the same targets
4.5 Cost and Efficiency Performance
All KCRP metrics except:
Those managed at the entity or client levels and which have the same targets
Exhibits
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
On Time and Cycle Time
1. The CSP must clearly define the cycle time used to measure on-time performance. 100% of On-time data must be collected; sampling is not permitted. On-time data must be monitored daily and analyzed monthly.
2. For non-phone transactions the CSP can track on time to either 1) what was processed or 2) what should have been processed.
3. On-time shipping (fulfillment) requires a clear definition of cutoff times. 4. On time for phone and chat transactions:
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
5. For programs in which clients determine staffing levels, the CSP must track and CUIKA schedule attainment. For these programs, the CSP must CUIK, but does not have to take action on, on-time performance.
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.
Processing Transactions Direct from Clients
1. The CSP must use all required metrics for all methods of receiving transactions, covering all points of communication (e.g., direct to warehouse, through account management).
2. Controllable and uncontrollable causes must be identified when performance targets are not met. Actions must be taken to address controllable causes.
Processing Exceptions
1. The requirements for Processing Exceptions apply to exceptions experienced in the following KCRPs: Processing end-user calls, processing non-electronic transactions, processing electronic transactions, processing transactions direct from outsourcers, processing end-user payments, and a number of business process outsourcing (BPO) KCRPs.
Managing the IVR
1. If an IVR is used to only route calls to the appropriate CSR queue and/or for self service, the CSP must measure and manage at least one of the most appropriate of the following metrics monthly:
a) Self Service Rate b) Assisted Transfers c) Abandonment Rate d) Opt-Out Rate e) Routing Accuracy
Telecommunications: Blocked Transactions
1. A minimum of one blocked transaction metric (e.g., network, trunk, and PBX busy) must be tracked at least quarterly.
a) Blocked transactions may be measured as the amount of time the network(s), trunk(s), or PBX are at capacity.
b) This frequency must be increased if end-user satisfaction and dissatisfaction data indicates an issue with customer access.
Forecasting Volume Accuracy
1. Forecast Accuracy for volume must be CUIKA’d for two forecasts – Staffing Forecast and Scheduling Forecast.
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.
EXHIBIT 1A: Inbound Customer Contact Center Services
Highlighted metrics are required only in the COPC® CSP Standard or the COPC CSP Gold Standard. Metrics not highlighted are required by both COPC® CSP Standards.
Satisfaction and Dissatisfaction
Description Required Internal Metrics Item
Client Satisfaction and Dissatisfaction
Assessing how
satisfied/dissatisfied Clients are with the service(s) provided by the CSP.
1 Overall Client Satisfaction - Must track overall Client
Satisfaction, at the program level, at the client level, and at the entity level
(Only client level metrics are included in the calculation of Levels and Trends and 4.7 Achieving Results)
4.1
2 On Time Complaint Handling – Must track either on time to
resolve or on time to respond to client complaints
4.1 End-User Satisfaction and Dissatisfaction Assessing how satisfied/dissatisfied End-Users are with the service(s) provided by the CSP.
3 Overall End-User Satisfaction – Must track overall end-user
satisfaction at the program level, at the client level, and at the entity level.
(Only program level metrics are included in the calculation of Levels and Trends and 4.7 Achieving Results)
4.2
4 Overall End-User Dissatisfaction – Must track overall end-user
dissatisfaction at the program level, at the client level, and at the entity level
(Only program level metrics are included in the calculation of Levels and Trends and 4.7 Achieving Results)
4.2
Attrition and Absenteeism
Description Required Internal Metrics Item
Attrition Assessing the rate of staff
departures for Agents and Team Leaders.
5 CSR Attrition - Annualized attrition of CSR staff calculated at
both the program and entity level
(Both entity and program level metrics are included in the calculation of Levels and Trends)
4.6
6 Team Leader Attrition - Annualized attrition of Team Leader
staff calculated at both the program and entity level (Both entity and program level metrics are included in the calculation of Levels and Trends)
4.6
Absenteeism Calculating the amount of time
that is lost due to unscheduled absenteeism.
7 CSR Absenteeism (e.g., % of hours lost through absenteeism)
Must be measured at the program and entity levels
(Only program level metrics are included in the calculation of Levels and Trends)
EXHIBIT 1A: Inbound Customer Contact Center Services
Highlighted metrics are required only in the COPC® CSP Standard or the COPC CSP Gold Standard. Metrics not highlighted are required by both COPC® CSP Standards.
KCRP Description Required Internal Metrics Item
Processing inbound end-user calls
Answering end-user pre-sale and post-sale inquiries and processing end-user orders received by phone.
8 On Time- Must track Service Level (i.e., percent of calls answered
within target time period), Average Speed of Answer (ASA), or Schedule Attainment (programs in which clients determine staffing levels)
4.3
9 Abandonment Rate (e.g., % of transactions abandoned before
being answered by a live CSR)
4.3
10 Schedule Adherence (e.g., actual work time to scheduled work
time based on time of day and type of work)
2.5/4.3
11 End-User Critical Error Accuracy (e.g., accuracy rate of end-
user affecting critical errors of calls monitored)
2.4/4.4
12 Business Critical Error Accuracy (e.g., accuracy rate of business
affecting critical errors of calls monitored)
2.4/4.4
13 Compliance Critical Error Accuracy (e.g., accuracy rate of
compliance critical errors of calls monitored)
2.4/4.4
14 Non-Critical Error Accuracy (e.g., accuracy rate of attributes
that do not make the entire call defective, including soft skills, professionalism, and many data input errors)
2.4/4.4
15 Contact Resolution - Must track Issue Resolution, First Contact
Resolution, or First Call Resolution
4.4
16 Revenue Generation - Must track conversion rate (e.g., percent of
calls with a sale) or conversion volume (e.g., dollars sold)
4.3
17 Volume (e.g., number of calls received per period)
18 CSR Utilization - Must be calculated as (transaction handle time
+ available time)/(paid time)
4.5
19 AHT- Must be calculated as (transaction handle time)/(number of
transactions processed)
4.5
20 Cost per Unit or Occupancy - Must track cost per unit (e.g., cost
per unit sold, cost per transaction, cost per delivered revenue, cost per sale or cost per subscriber) or occupancy [(transaction handle time)/(transaction handle time + available time)]
4.5
21 Cost per Unit (e.g., cost per unit sold, cost per transaction, cost
per delivered revenue, cost per sale or cost per subscriber)
4.5
22 Occupancy - Must be calculated as (transaction handle
time)/(transaction handle time + available time)
4.5
23 Productivity - Must be calculated as (transaction handle
time)/(paid time)
EXHIBIT 1A: Inbound Customer Contact Center Services
Highlighted metrics are required only in the COPC® CSP Standard or the COPC CSP Gold Standard. Metrics not highlighted are required by both COPC® CSP Standards.
KCRP Description Required Internal Metrics Item
Processing web chat contacts
Processing or hosting web chat lines (e.g., technical support, on- line Q&A).
24 On Time- Must track Service Level (i.e., percent of chats
answered within target time period), Average Speed of Answer (ASA), or Schedule Attainment (programs in which clients determine staffing levels)
4.3
25 Schedule Adherence (e.g., actual work time to scheduled work
time based on time of day and type of work)
2.5/4.3
26 Abandonment Rate (e.g., % of transactions abandoned before
being answered by a live CSR)
4.3
27 End-User Critical Error Accuracy (e.g., accuracy rate of
end-user affecting critical errors of transactions monitored)
2.4/4.4
28 Business Critical Error Accuracy (e.g., accuracy rate of business
affecting critical errors of transactions monitored)
2.4/4.4
29 Compliance Critical Error Accuracy (e.g., accuracy rate of
compliance critical errors of transactions monitored)
2.4/4.4
30 Non-Critical Error Accuracy (e.g., accuracy rate of attributes
that do not make the entire transaction defective, including soft skills, professionalism, and many data input errors)
2.4/4.4
31 Contact Resolution - Must track Issue Resolution, First Contact
Resolution, or First Call Resolution
4.4
32 Revenue Generation - Must track conversion rate (e.g., percent of
calls with a sale) or conversion volume (e.g., dollars sold)
4.3
33 Volume (e.g., number of chat sessions received per period)
34 CSR Utilization - Must be calculated as (transaction handle time
+ available time)/(paid time)
4.5
35 AHT- Must be calculated as (transaction handle time)/(number of
transactions processed)
4.5
36 Cost per Unit or Occupancy - Must track cost per unit (e.g., cost
per unit sold, cost per transaction, cost per delivered revenue, cost per sale or cost per subscriber) or occupancy [(transaction handle time)/(transaction handle time + available time)]
4.5
37 Cost per Unit (e.g., cost per unit sold, cost per transaction, cost
per delivered revenue, cost per sale or cost per subscriber)
4.5
38 Occupancy - Must be calculated as (transaction handle
time)/(transaction handle time + available time)
4.5
39 Productivity - Must be calculated as (transaction handle
time)/(paid time)
EXHIBIT 1A: Inbound Customer Contact Center Services
Highlighted metrics are required only in the COPC® CSP Standard or the COPC CSP Gold Standard. Metrics not highlighted are required by both COPC® CSP Standards.
KCRP Description Required Internal Metrics Item
Processing inbound non- electronic transactions
Processing faxes, mail, and other non-electronic transactions.
40 On Time- Must track Service Level (i.e., percent of transactions
processed within target time period) or Schedule Attainment (programs in which clients determine staffing levels)
4.3
41 Backlog (e.g., average time late of transactions not processed on
time)
4.3
42 Schedule Adherence (e.g., actual work time to scheduled work
time based on time of day and type of work)
2.5/4.3
43 End-User Critical Error Accuracy (e.g., accuracy rate of end-
user affecting critical errors of transactions monitored)
2.4/4.4
44 Business Critical Error Accuracy (e.g., accuracy rate of business
affecting critical errors of transactions monitored)
2.4/4.4
45 Compliance Critical Error Accuracy (e.g., accuracy rate of
compliance critical errors of transactions monitored)
2.4/4.4
46 Non-Critical Error Accuracy (e.g., accuracy rate of attributes
that do not make the entire transaction defective, including soft skills, professionalism, and many data input errors)
2.4/4.4
47 Volume (e.g., number of faxes received per period)
48 Efficiency (e.g., average processing time per transaction,
transactions processed per hour, cost per transaction)
4.5
Processing inbound electronic transactions
Processing e-mail, web-based, or other electronic transactions. This does not include bulk transactions provided direct from clients (see below).
49 On Time- Must track Service Level (i.e., percent of transactions
processed within target time period) or Schedule Attainment (programs in which clients determine staffing levels)
4.3
50 Backlog (e.g., average time late of transactions not processed on
time)
4.3
51 Schedule Adherence (e.g., actual work time to scheduled work
time based on time of day and type of work)
2.5/4.3
52 End-User Critical Error Accuracy (e.g., accuracy rate of end-
user affecting critical errors of transactions monitored)
2.4/4.4
53 Business Critical Error Accuracy (e.g., accuracy rate of business
affecting critical errors of transactions monitored)
2.4/4.4
54 Compliance Critical Error Accuracy (e.g., accuracy rate of
compliance critical errors of transactions monitored)
2.4/4.4
55 Non-Critical Error Accuracy (e.g., accuracy rate of attributes
that do not make the entire transaction defective, including soft skills, professionalism, and many data input errors)
2.4/4.4
56 Contact Resolution - Must track Issue Resolution, First Contact
Resolution, or First Call Resolution
4.4
57 Volume (e.g., number of transactions received per period)
58 Efficiency (e.g., average processing time per transaction,
transactions processed per hour, cost per transaction)
EXHIBIT 1A: Inbound Customer Contact Center Services
Highlighted metrics are required only in the COPC® CSP Standard or the COPC CSP Gold Standard. Metrics not highlighted are required by both COPC® CSP Standards.
KCRP Description Required Internal Metrics Item
Processing callbacks
Outbound calls to end users with solutions that could not be resolved on the end-user’s first call, but do not require escalation.
59 On Time- Must track Service Level (i.e., percent of transactions
processed within target time period) or Schedule Attainment (programs in which clients determine staffing levels)
4.3
60 Backlog (e.g., average time late of callbacks not made on time) 4.3
61 Schedule Adherence (e.g., actual work time to scheduled work
time based on time of day and type of work)
2.5/4.3
62 End-User Critical Error Accuracy (e.g., accuracy rate of end-
user affecting critical errors of transactions monitored)
2.4/4.4
63 Business Critical Error Accuracy (e.g., accuracy rate of business
affecting critical errors of transactions monitored)
2.4/4.4
64 Compliance Critical Error Accuracy (e.g., accuracy rate of
compliance critical errors of transactions monitored)
2.4/4.4
65 Non-Critical Error Accuracy (e.g., accuracy rate of attributes
that do not make the entire transaction defective, including soft skills, professionalism, and many data input errors)
2.4/4.4
65 Volume (e.g., number of callbacks required per period)
66 Efficiency (e.g., average handle time, CSR utilization, or cost per
call)
4.5
Processing escalations (internal)
Responding to inquiries that have been escalated from one level to another (e.g., Level 1 to Level 2).
67 On Time- Must track On Time (e.g., On Time response) or
Schedule Attainment (programs in which clients determine staffing levels)
4.3
68 Backlog (e.g., average time late of escalations not responded to on
time)
4.3
69 Schedule Adherence (e.g., actual work time to scheduled work
time based on time of day and type of work)
2.5/4.3
70 End-User Critical Error Accuracy (e.g., accuracy rate of end-
user affecting critical errors of transactions monitored)
2.4/4.4
71 Business Critical Error Accuracy (e.g., accuracy rate of business
affecting critical errors of transactions monitored)
2.4/4.4
72 Compliance Critical Error Accuracy (e.g., accuracy rate of
compliance critical errors of transactions monitored)
2.4/4.4
73 Volume (e.g., number of escalations per period by level)
74 Efficiency (e.g., average handle time, CSR utilization, or cost per
escalation)
4.5
Processing escalations (to client)
Inquiries that cannot be resolved by the CSP and must be