copc application for baseline
TRANSCRIPT
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Column TitleA S. No
B Client
C Program
D LOB
E Product
F Transaction Type
G Direction
H Service
I # of Full Time CSRs
Fill in all cells highlighted in yellow.
Number the programs/rows sequentially
The name of the client associated with the program
Name of the programLine of Business (if the client has multiple business
lines, e.g., games and hardware)
The product supported by the program
The type of transaction processed in the program
Transactions are either inbound or outbound
The type of service provided in the program (seeExhibits 1A-1H)
The number of CSRs on the program who are
considered full time employeesTh b f CSR th h
Do not attempt to complete this application without first discussing it with your COPC contact.
Based upon entity size and other factors, auditors may choose to only require data from thelargest program or a selection of programs.
The CSP is not expected to have all the requested information/data available. The objective of
a Baseline Audit is not to be compliant, but to gather information. Therefore, if an item
requested is not readily available, do not try to create it or spend a lot of time looking for it.
This is just an indication it is not regularly used in the entity, which is valuable information for
the audit team. Remember - we expect a lot of blanks:)
Entity Overview
Big Entity TableEach program within the entity should be listed in a row. If a program consists of more than one
Service and/or Transaction Type, each one should be listed as a row (a program may appear in more
than one row).
Description
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The number of CSRs on the program who are
V KB System
W Start Date of Program
X Billing
Y-AB Forecasting
Section 1 - CSR Data for the Last Three Months
The Knowledge Base system which contains policies
and procedures related to the program
The first day the program was in operationThe basis for calculating client billing, e.g., FTE,
transactions, AHT, etc.
Section 4 - Recruiting and Attrition Data
For each period, indicate who develops the volume
forecast, e.g., client or CSP
DocumentsSubmit these documents with this application. An "X" should be placed in the appropriate column.
CSR and Program DataCopy the worksheet and create a separate worksheet in this workbook for each month's data for a
single program. Which program should be used will be decided by the Lead Auditor in consultation
with the CSP's Registered Coordinators. Name the worksheet Program Name - Month.
Section 2 - Forecasting, Staffing, and Scheduling
This section should be completed for seven days of any week considered representative of business
as usual. Data for seven 24-hour periods in 30-minute intervals (if the CSP uses 15-minute intervals,
the data should be reported in 15-minute intervals) should be entered. This should be done for each
inbound voice and web chat program.
Section 3 - Daily DataEach row should represent a service (voice, chat, etc.) within the program.
The data for each CSR should be entered in a row. Remember to create one worksheet for each
month of data (three for each program). The CSR ID may be the CSR name or some other identifier
associated with the CSR. List each agent under every type of transaction (voice, e-mail, etc.) whichhe/she processes.
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Entity Applying for CertificationCOPC Coordinator Name
COPC Coordinator AddressCOPC Coordinator Telephone Numbers Office
CellularHomeFax
COPC Coordinator E-mail Address
Parent Company of Entity (if differentfrom the applying entity)
List the name and physical location of each site that is included in the entity.Location Name
Entity Overview0
Physical Location
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Transaction
Type Direction Service
# of Full
Time
CSRs
# of Part
Time
CSRs
Voice/ Chat/ E-
mail/
Backoffice/
Hybrid
Inbound/
Outbound
Tech Supp/
CustServ/
Outbound/
Electronic
Commerce/ BPO/Fulfillment
No. No.
1
Big Entity Table0
ProductS.No. Client Program LOB
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# of
Contract
CSRs
# of
Sups
Transaction
Volume
Hours of
Operation
# of
Shifts
Shift
Changeover
Times
Peak
Hours
Days of
Operation Queue
No. No. No. From - To No From-To From - To MTWTFSSShared/
Dedicated
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Monthly Weekly Daily Intraday
Billing
System for
Staffing and
Scheduling
KB SystemForecastingStart Date
of
Program
System for
Processing
Transactions
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Item
Number Document Submitted
Not
Available
Not
ApplicableDirections from the airport to the site
A selection of nearby hotels
Any logistical/security requirements, e.g.,
picture identification, business cards, etc.
Organizational charts for the Entity and, if
appropriate, the relationship of the Entity to
a parent company
1.1 Statement of Direction
Strategic Plan
Annual Entity Plan
All Department Plans
Transaction Monitoring Process
Process-Level Analysis of Data
Approach to Calibration of Monitors3.3 Table of Contents for New CSR and
Supervisor Training
3.5 Completed Sample Performance Evaluation
Forms (for CSRs and supervisors at a
minimum)
3.6 Any Financial Incentive Plans in Place
2.6
Documents0
1.3
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Item
Number Document Submitted
Not
Available
Not
Applicable
Documents0
Approach to Measuring and Managing
Client Satisfaction
Client Satisfaction and Dissatisfaction
Results for Last Year
Approach to Measuring and Managing
Client Dissatisfaction
Approach to Measuring and Managing End-
User Satisfaction and Dissatisfaction
Analysis of Results, Including Identification
of Drivers of Satisfaction and Dissatisfaction
Summary of Client Requirements
Table F
Approach to Measuring and Managing Staff
SatisfactionMethod of Calculating Absenteeism
Absenteeism Results For Each Program for
Last Three Months (by month) By Shift and
By Team
4.8
4.2
4.3
4.1
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CSR ID Batch No.
Tenure of
CSR With
Company
Tenure of CSR
With Process/
Program
Perf. Appraisal Score- If
appraisal score is not
available, then rate
CSR as: Top Performer/
Average Performer/
Needs Improvement
Total No. of
Transactions
Processed by
CSR in the
Month
No. of
Transactions
Monitored in
the Month
Transaction
Monitoring
Score for the
Month
Accuracy
Score for
the Month
CSR ID Batch No.
Tenure of
CSR WithCompany
Tenure of CSR
With Process/Program
Perf. Appraisal Score- If
appraisal score is not
available, then rateCSR as: Top Performer/
Average Performer/
Needs Improvement
Total No. of
Transactions
Processed byCSR in the
Month
No. of
TransactionsMonitored in
the Month
Transaction
MonitoringScore for the
Month
Accuracy
Score forthe Month
Data
0
Section 1 - CSR Data
Program Name:
Inbound Voice
E-Mail/Back Office Processing
Chat
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CSR ID Batch No.
Tenure of
CSR With
Company
Tenure of CSR
With Process/
Program
Perf. Appraisal Score- If
appraisal score is not
available, then rate
CSR as: Top Performer/
Average Performer/
Needs Improvement
Total No. of
Transactions
Processed by
CSR in the
Month
No. of
Transactions
Monitored in
the Month
Transaction
Monitoring
Score for the
Month
Accuracy
Score for
the Month
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Time
No of CSRs
Required
No of CSRs
Scheduled
No. Of CSRs
Available Forecasted calls
Actual Calls
Offered
No. in Service
Level
Rate (if there is
more than one
switch routing
calls, please
mention
abandonmentfor each switch
in a separate
column) ASA
0:00
0:30
1:00
1:30
2:00
2:30
3:00
3:304:00
4:30
5:00
5:30
6:00
6:30
7:00
7:30
8:00
8:30
9:009:30
10:00
10:30
11:00
11:30
12:00
12:30
13:00
13:30
14:00
14:30
15:00
15:30
Section 2 - Forecasting, Staffing, and Scheduling
Inbound Voice
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16:00
16:30
17:00
17:30
18:00
18:30
19:00
19:30
20:00
20:3021:00
21:30
22:00
22:30
23:00
23:30
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Time
No of CSRs
Required
No of CSRs
Scheduled
No. Of CSRs
Available Forecasted Chats
Actual Chats
Offered
No. in Service
Level
Abandonment
Rate ASA
0:00
0:30
1:00
1:30
2:00
2:303:00
3:30
4:00
4:30
5:00
5:30
6:00
6:30
7:00
7:30
8:00
8:30
9:00
9:30
10:00
10:30
11:00
11:30
12:00
12:30
13:0013:30
14:00
14:30
15:00
15:30
16:00
16:30
17:00
17:30
18:00
18:3019:00
19:30
20:00
Chat
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20:30
21:00
21:30
22:00
22:30
23:00
23:30
S.No. Date
Calls Offered
(call volume)
Rate (if there is
more than one
switch routing
calls, please
mention
abandonment for
each switch in a
separate
column) Service Level AHT Avail. Time
Forecast
Accuracy
Schedule
Adherence
Section 3 - Daily Data
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Month Year
# of CSRs at
Beginning of
Month
External
Attrition: # of
CSRs Who Leave
Company
Internal Attrition: # of
CSRs Who Move Out of
the Program
Section 4 - Recruiting and Attrition Data
Recruiting
Applications Received
Tests Conducted
Interviews Conducted
Offers Proffered
No. Hired
Attrition
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Training
Score
Coaching
Period,
Hrs
Payroll
Hrs, Hrs
Logged
Time, Hrs
Talk Time,
Hrs
Hold Time,
Hrs
Wrap Time,
Hrs
Ready/
Available
Time, Hrs
AUX Time,
Hrs
Callback
Volume in
the Month
Callback
Time, Hrs
TrainingScore
Coaching
Period,
Hrs
PayrollHrs, Hrs
LoggedTime, Hrs
No. ofEscalations
EU SatScore
AHT, Hrs TransactionsTransferred
FTR Score
Any Other
Metrics
Used
(either aspart of
KPIs or for
reporting
to mgmt)
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Training
Score
Coaching
Period,
Hrs
Payroll
Hrs, Hrs
Logged
Time, Hrs
Chat Time,
Hrs
Wrap Time,
Hrs
Ready Time,
Hrs
AUX Time,
Hrs
No. of
Escalation
s
EU Sat
ScoreAHT, Hrs
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ATT Hold ACW
No. of Calls
Abandoned
at IVR
No of Calls
Abandoned
at Trunk
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ATT Hold ACW
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Absenteeism
Repeat
Calls %
(based on
offered)
Aux
Time
Calls
Monitored
Logged
Hours
Billed FTE/
Hrs (if
applicable)
Sales $ /
Hour (if
applicable) Payroll Hours
Fatal
Errors EU Sat Downtime
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No. of
Escalations
EU Sat
ScoreAHT, Hrs
Transactions
Transferred
FTR
Score
Any Other
Metrics
Used
(either as
part of
KPIs or for
reporting
to m mt
A Oth
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Transactions
Transferred
FTR
Score
Any Other
Metrics
Used
(either as
part of
KPIs or
for
reporting
to m mt
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Backlog
(Avg. Cycle
Time) FTR
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