COPC 2011 Release 5.0 Changes

January 2011

COPC® CSP Standard Release 5.0 Summary of Changes

Page 2

Page

Introduction to Release 5.0 ……………………………………….. 3

High level changes to the Standard

New items …………………………………………………………………. 11

Items that have been split …………………………………………. 13

Items renamed/ changed ………………………………………….. 14

Other item changes …………………………………………………… 15

Detailed item level changes

Category 1.0 …………………………………………………………….. 17

Category 2.0 …………………………………………………………….. 29

Category 3.0 …………………………………………………………….. 51

Category 4.0 …………………………………………………………….. 67

Contents

Page 3

Design Objectives

- Rationalise the two current CSP Standards into one Standard

- Simplify the Standard – reduce complexity and redesign to make it easier to use • Rewrite the Standard so that it is clear that it applies to all

Customer touch organisations and not just high volume call centers

- Enhance the Standard to include use of Social Media for customer support and management

- Better cater for the needs of 3rd party outsource providers

Introduction to Release 5.0

Page 4

The changes were made following extensive consultation with the COPC Community, of

• Certified Companies,

• Users that are not Certified,

• Companies that have shown interest in the Standard in the past but chose not to implement

• Companies that represent a wide range of industries and providing a wide range of services

These consultations were carried out throughout 2010


Page 5

Rationalise the two current CSP Standards into one Standard

- Release 5.0 is based on the requirements of the COPC 2000 Gold Standard, and most of the Gold Items have been retained in release 5.0 • Data Security; Asset Utilisation and the Cost of Poor Quality are

previous Gold items that have been eliminated from release 5.0

- Some of the Gold item requirements have been modified to suit broader use. These are detailed later


Page 6

Simplify the Standard – reduce complexity and redesign to make it easier to use

- The Standard now focuses on best practice for Customer Support and Management. • Explanations and considerations for how to implement best

practice in specific situations or for certification have been removed and placed into one of a series of Guides

- Exhibit 1 has been fundamentally redesigned • Split into three exhibits

> Exhibit 1 KCRPs

> Exhibit 2 KSPs

> Exhibit 3 Key Output Metrics


Page 7


- Exhibit 1 has been fundamentally redesigned (cont’d.) • Where Metric requirements for KCRPs are the same, the Metrics

are only itemized once with a list of those KCRPs to which they apply

• Exhibits now include how to measure and high performing benchmarks for each metric where applicable (previously found in Exhibit 1 Requirements)

• Metrics are not itemised for Specialised applications that have a large number of specific KCRPs. These are listed in the relevant Guide


Page 8


• The following Guides will be available by Q2 2011

> Certification Guide

> Using Social Media

> Case management

> Technical Support

> Outbound

> Collections

> Fulfilment

> Face to Face

> BPO


Page 9

Better cater for the needs of 3rd party Outsource providers

- A new, 3rd Party, Outsource Service Provider Standard will be published by Q2 2011

- The new Standard will be based on the CSP Standard 5.0 but will include additional items of specific relevance to Outsource Service Providers

- Waivers for items of the Standard currently allowed where there are Client requirements that conflict with the Standard, will be allowed in the COPC Outsource Service Provider Standard but not in the COPC 2000® CSP Standard Release 5.0


HIGH LEVEL CHANGES TO THE STANDARD RELEASE 4.4 5.0

Page 11

Items Added Category 1

- 1.2 Business Planning

- 1.3 Setting Targets (the U of CUIKA)

- 1.4 Reviewing Performance (the K&A of CUIKA)


- 2.7 Technology

- 2.8 Key Supplier Management

- 2.9 Contingency Planning

- 2.10 Reporting and Data Integrity (the C and I of CUIKA)

New Items

Page 12


- 4.5 Sales Performance

- 4.7 KSP Performance

New Items (contd.)

Page 13

3.1 Defining Jobs and Recruiting and Hiring (Release 4.4)

• 3.1 Defining Jobs

• 3.2 Recruiting and Hiring

2.6 CUIKA (Release 4.4)

• 1.3 Target Setting

• 1.4 Reviewing Performance

• 2.10 Reporting and Data Integrity

4.3 Service and Revenue Performance (Release 4.4)

• 4.3 Service Performance

• 4.5 Sales Performance

Items That Have Been Split

Page 14

4 Items have been renamed

I Item has changed category

Items Renamed/ Changed

Release 4.4 Release 5.0

1.2 Management System Review 1.5 COPC® Framework Review

2.2 Process Capability 2.2 Processes, Procedures and Methodologies

2.7 Data Privacy 2.6 Compliance


4.6 Staff Attrition and Absenteeism


Page 15

2 Items have been merged

Most items have been renumbered*

(*Note : The numbering for Items 4.1 Client Satisfaction and Dissatisfaction and 4.2 End User Satisfaction and Dissatisfaction in release 4.4 has been switched in release 5.0)

Other Item Changes


2.1 Implementing New Products, Services, Programs, Clients, and Requirements

2.1 Managing Change 2.8 Data and Information Availability and Update

DETAILED CHANGES TO THE COPC 2000® CSP STANDARD RELEASE 5.0

Page 17

1.1 Statement of Direction

1.2 Business Planning

1.3 Setting Targets

1.4 Reviewing Business Performance

1.5 COPC® Framework Review

Category 1.0

Page 18

Change Map for Category 1.0

Category 1.0




1.3 Target Setting


1.1 Statement Of Direction

1.2 Management System Review

1.G.A Planning and Reviewing Business Performance

Release 4.4 Gold Release 5.0

2.6 CUIKA

Page 19

What Happened to the Item?

- Based on Gold Release 4.4

- Retains Standard Release 4.4 requirement for the SOD to address one or more (Gold was to address all of) the following: • Client Satisfaction; End User Satisfaction; Service; Quality; Cost.

- Retains Gold requirement for individual departments to work together and goals and actions aligned


Page 20

Rationale:

- As the Business Planning item is retained from Gold, then the requirement for departments and functions to work together is required in the SOD

- To retain consistency with existing users, the requirement for the SOD to address all aspects of performance was dropped in favor of the Standard requirement


Page 21


- Based on 1.G.A from release 4.4

Added: Provision for Social Media

Removed: The Approach for Reviewing Plans (Removed to 1.4 Reviewing Business Performance)


Page 22

Rationale:

- To keep this item focussed on Business Planning, the “reviewing performance” part of 1.G.A was removed to a new item (1.4 )

- It was felt that at this stage of maturation, Social Media Management should be introduced into business planning, so that companies would be forced to review how Social Media could be used for their customers and clients.

- Even if they decide that they do not want to introduce Social Media Management at this time, they will have reviewed the options


Page 23


A new Item that was created around the U of CUIKA. This has been extended to incorporate continuous improvement as well as setting high performance targets.

1.3 Target Setting

Page 24

Rationale:

CUIKA is an important concept in the COPC Standard but CUIKA as an item is not intelligible to new or untrained users of the Standard. CUIKA was split into three items

- 1.3 Target Setting (U of CUIKA)

- 1.4 Reviewing Business Performance (K and A of CUIKA)

- 2.10 Reporting and Data Integrity (C and I of CUIKA)

1.3 Target Setting

Page 25

What happened to the Item

This is a new item that is generated from the K and A of 2.6 CUIKA with the reviewing performance against Business Plans of 1.G.A.


Page 26

Rationale:

In the COPC® Standard, the concept of driving high performance is a key concept. Yet in release 4.4 of the Standard, there is no explicit item that addresses regular formal review of performance.

It is an unstated assumption that for the CSP to achieve high levels of performance an effective performance review system must be in place.

This item is intended to drive a formal, monthly review of performance to business targets and objectives for all required metrics. Some metrics which are analyzed quarterly or less frequently would be reviewed at the appropriate time.


Page 27

What happened to the Item

This item has been renamed and re-numbered.

- In release 4.4 this was Item 1.2 Management System Review.

The requirement that alternative management Systems could be used instead of the COPC® CSP Standard has been removed.


Page 28

Rationale:

The item was renamed, so that the name more accurately reflects the intent of the item.

It was repositioned at the end of the category as from a points weighting it is less important than other items in the category.

The reference to other management systems has been removed for simplicity as it is an interpretation that does not apply to every CSP. The intent is that the interpretation would still apply.


Page 29

2.1 Managing Change

2.2 Processes, Policies and Methodologies

2.3 Corrective Action and Continuous Improvement

2.4 Transaction Monitoring

2.5 Forecasting Staffing and Scheduling

2.6 Compliance

2.7 Technology

2.8 Key Supplier Management

2.9 Contingency Planning

2.10 Reporting and Data Integrity

Category 2.0

Page 30

Category 2.0

2.1 Implementing New Products etc.

2.2 Process Capability


2.3 Corrective Action & Continuous Improvement

2.5 Forecasting Staffing & Scheduling

2.6 CUIKA

2.7 End-User Privacy

2.8 Data and Information Availability and Update

2.G.A Technology

2.G.B Managing Key Suppliers

2.G.C Data Security

2.G.D Contingency Planning

2.1 Managing Change

2.2 Processes, Procedures and Methodologies



2.6 Compliance

2.5 Forecasting Staffing & Scheduling

2.7 Technology



2.10 Reporting & Data Integrity

Release 4.4 Gold Release 5.0

1.3 Target Setting 1.4 Reviewing Performance

Page 31

What happened to this Item

This item is the merger of 2.1 Implementing New Products, Services, Programs, Clients, and Requirements, and 2.8 Data and Information Availability and Update.

It has been renamed as managing change, and additional requirements have been added to identify future change, and to differentiate if this change is major or minor.

The requirement to determine at which point a change is significant enough to require training and skill verification has been added to this item and removed from 3.3 Training and development and 3.4 Skills verification.

2.1 Managing Change

Page 32

Rationale:

The previous item was more focussed on Outsource Service Providers. This has now been expanded and re-focussed on managing any type of change. These changes can be either Major changes that need extensive project management or lesser changes which cover minor changes to processes, procedures, systems or information, which will not need project management.

The latter type of change encompasses the necessary procedures that were defined in 2.8 Data and Information Availability and Update.

2.1 Managing Change

Page 33

What happened to this Item?

This item has been renamed from 2.2 Process Capability, and follows the Standard Item more closely than the Gold item.

The additional requirement is for CSPs to improve KCRPs that have low performance by managing variation, and investigate if the process needs to be improved

2.2 Processes Procedures and Methodology

Page 34

Rationale:

The differences from Gold to Standard for this Item were about measuring and managing process capability. This has been simplified in the release 5.0.

The CSP is now required to manage performance of low performing KCRPs by managing variation.

The requirement to audit KCRPs every 6 months (release 4.4 Gold requirement) has been altered to every 12 months as in release 4.4 the Standard, as it is thought that the increased work does not yield sufficient return for the CSP.

2.2 Processes Procedures and Methodology

Page 35

What has happened to this Item?

This item is relatively unchanged from release 4.4 Gold. There have been minor wording updates.

The requirement to have a minimum of 3 examples of improvement using this methodology has been replaced by the CSP must be able to show that performance improved as a result of the use of this process.


Page 36

Rationale

The requirement to have 3 examples of improvement using this methodology was a certification requirement. This has been removed from the Standard, and has been included in the Certification Guide.


Page 37


This item remains relatively unchanged from the Gold item.

There have been changes to remove some interpretations and examples, but no change to the actual wording of the Gold Standard


Page 38


There have been minor changes to this item to bring it in line with the rest of the Standard.

There are 3 significant changes to the requirement of the release 4.4 Gold Item

1. The requirement to measure and manage adherence has been modified to “a form of “ adherence.

2. Allocating transactions – reviewing the approach for allocating transactions every three months now includes a requirement to consider routing accuracy performance of the IVR as part of this review

3. The requirement to monitor overall network and site level performance is clearly only required if the CSP is managing a shared Queue environment.


Page 39

Rationale:

The change to the adherence measurement is to make it clear that the CSP does not only have to measure schedule adherence; they can manage conformance, attainment or other metrics.

The Change to Consider routing accuracy performance of the IVR is to force CSPs to recognise that poor programming of the IVR can cause allocation issues.

By focussing the requirement to allocate transactions between sites to those multi site queues prevents CSPs from having to monitor overall network metrics.


Page 40


This item was called 2.7 Data Privacy in release 4.4. It has been renamed Compliance and renumbered as 2.6.

The only real change is that the item has been extended to cover data privacy and compliance.

2.6 Compliance

Page 41

Rationale:

Compliance with International, National and Regional regulations is a growing requirement in customer service departments.

The item has been extended to cover this.

2.6 Compliance

Page 42


Based on 2.G.A of release 4.4 Gold, there have been the following modifications

1. Updated the wording to incorporate the current Standard terminology

2. Added a section on CSP requirements for Support Systems (Transaction/Quality Monitoring Systems, WFM, Reporting Systems etc.)

3. 2.7.2.e. Has been modified for simplicity

2.7 Technology

Page 43


Based on 2.G.A of release 4.4 Gold, there have been the following modifications

1. Updated the wording to incorporate the current Standard terminology

2. 2.7.2.e. Has been modified for simplicity

3. Added a section on CSP requirements for Support Systems (Transaction/Quality Monitoring Systems, WFM, Reporting Systems etc.)

4. Added a requirement for the CSP to determine applicability of Social Media Management solution

2.7 Technology

Page 44

Rationale:

The modifications have been added to aid understanding and use of this item.

Social media management will require the implementation of Social Media Management Systems which will be either proactive or reactive systems.

2.7 Technology

Page 45


This item has been renumbered from 2.G. B to 2.8

The waiver has been removed as this relates to 3rd Party CSPs.


Page 46


This item was renumbered from 2.G.D in release 4.4 to 2.9 in release 5.0

A requirement has been added that the CSP must conduct a risk assessment of potential problems that could affect the centre as part of their Contingency planning.

Otherwise there are no changes to the item.


Page 47

Rationale:

Not having a Risk assessment of potential problems that could affect the center was an omission in the original creation of the item.


Page 48


This is a new Item that has been formed from the disbanding of CUIKA as an item.

This is concerned with the C and I of CUIKA


Page 49

Rationale:

Reporting completeness and data integrity are given higher prominence by being a separate item rather than part of CUIKA.


CATEGORY 3.0 PEOPLE

Page 51

3.1 Defining Jobs

3.2 Recruiting and Hiring

3.3 Training and Development

3.4 Verifying Skills

3.5 Staff Performance Management

3.6 Managing Staff feedback


Category 3.0

Page 52

Category 3.0

3.3 Training & Development

3.4 Verifying Skills and Knowledge


3.6 Managing Staff Feedback



3.2 Training & Development

3.3 Verifying Skills and Knowledge



3.1 Defining Jobs, Recruiting and Hiring 3.1 Defining Jobs 3.2 Recruiting and Hiring

Page 53


Formed from the split of Item 3.1 in release 4.4 Gold.

The specific Skill requirements for agents and other KCR jobs has been removed

Otherwise the Item was unchanged apart from updates to wording for consistency with the new Standard terminology

3.1 Defining Jobs

Page 54

Rational:

Combining defining jobs and recruiting and hiring in the same item caused confusion between Minimum Skills and Minimum Requirements to Hire.

The detailed skills requirements for KCR jobs was removed for simplicity. They have migrated to the Certification Guide.

3.1 Defining Jobs

Page 55


Formed from the split of release 4.4 Item 3.1, this item is mostly unchanged from the Recruiting and Hiring section in the release 4.4 item.

Changed have been made for consistency with the new Standard Terminology.

3.2 Recruiting and Hiring

Page 56


This item was renumbered in release 4.4 it was item 3.2

Wording has been updated for consistency with the new Standard Terminology.

The requirement that the CSP develop clear decision criteria to determine when a change to knowledge would require training has been removed from this item and moved to 2.1 Managing Change.

A new sub item has been added, requiring a Structured Approach to career planning for Front Line Staff and Supervisors.


Page 57

Rational:

The addition of the agent and supervisor career planning was in response to feedback from the CSP survey carried out earlier in the year.

Lack of career prospects is often cited as a cause of Front Line Staff attrition.


Page 58

Actual Wording (additional Sub item 3.3.5)

3.3. Training and Development

Page 59


This item was renumbered, it was 3.3 in release 4.4 Gold

The requirement that the CSP develop clear decision criteria to determine when re-verification is required following changes has been removed from this item and added to item 2.1 Managing Change

The sub item describing what to do if verification requires “multiple observation and sign off” has been removed from this item and incorporated into the Certification Guide

Otherwise the item is unchanged

3.4 Skills Verification

Page 60

Rational:

The decision criteria for when training or verification are required following change, belongs in the change management process.

The multiple observation and signoff provision, is an explanation of what is required for certification so has been removed for simplicity and added to the Certification Guide.

3.4 Skills Verification

Page 61


This item has been renumbered, it was 3.4 in release 4.4 Gold.

Wording has been updated for consistency with the new Standard Terminology

Otherwise there is no change to this item


Page 62


This item has been renumbered, it was 3.5 in release 4.4 Gold.

Wording has been updated for consistency with the new Standard Terminology

The requirement to conduct Staff Satisfaction surveys for Front Line Staff and Supervisors at least annually, has been added to this item


Page 63

Rational:

The requirement for conducting Staff Satisfaction Surveys was added following feedback from the COPC User Survey we conducted earlier this year.


Page 64


This item has been added to Category 3.0 and renumbered. In release 4.4 Gold it was Item 4.6 Staff Attrition and Absenteeism.

Wording has been updated for consistency with the new Standard terminology

Otherwise there is no change to this item


Page 65

Rational:

It was felt that attrition and absenteeism while having a marked impact on Service, Quality and Cost are input metrics and so do not fit well in Category 4.0

Both Absenteeism and Attrition are heavily influenced by other Category 3.0 items so it made sense to relocate it.


CATEGORY 4.0 - PERFORMANCE

Page 67

4.1 End User Satisfaction and Dissatisfaction

4.2 Client Satisfaction and Dissatisfaction

4.3 Service Performance

4.4 Quality Performance

4.5 Sales Performance

4.6 Efficiency and Cost performance

4.7 KSP Performance

4.8 Achieving Results

Category 4.0

Page 68

Category 4.0




4.G.A Asset Efficiency

4.G.B Cost of Poor Quality

4.3 Service and Revenue Performance


4.5 Cost and Efficiency Performance







4.6 Cost and Efficiency Performance


4.7 KSP Performance


Page 69


This item has been renumbered. It was item 4.2 in release 4.4 Gold Standard.

Wording has been updated for consistency with the new Standard terminology.

The sub-item that deals with the % of transactions or revenue of programmes to be covered by CSAT surveys has been removed.

The waiver if the client does not allow CSP to get CSAT data has been removed.

The NPS footnote has been removed.

4.1 End User Satisfaction

Page 70

Rationale:

End User Satisfaction and Client Satisfaction have switched as EU Satisfaction has a higher impact on performance in a Customer Management Center

The sub item that deals with the % deployment as measured by transactions or revenue is a certification requirement and has been moved to the Certification Guide

The waiver is also a Certification of OSPs requirement and this has been moved into the OSP Standard

4.1 End User Satisfaction

Page 71


This item is renumbered, it was item 4.1 in release 4.4 Gold.


The sub-item that deals with the % of transactions or revenue of Clients to be covered by Client Satisfaction surveys has been removed

The waiver if the client does not allow participate has been removed

4.2 Client Satisfaction

Page 72

Rationale:

The waiver and deployment question have been moved from this item to the OSP standard and the Certification Guide respectively

4.2 Client Satisfaction

Page 73

What has happened to this item?

This is part of the 4.3 Service and Revenue performance in release 4.4 Gold

The Revenue part has been moved into a separate item

This item now only applies to KCRP metrics – KSP metrics are in a separate item

The provisions for what to do if the KCRP is not listed in Exhibit 1 has been removed to the introduction of the Exhibits.


Page 74

Rationale:

By splitting Service and Revenue performance this makes the Item more focussed

By focusing on KCRPs, this will make this item tougher currently KSPs count towards the meeting of levels and trends

The text of the Standard is simplified by moving out exceptions


Page 75


This item now only applies to KCRP metrics – KSP metrics are in a separate item

The provisions for what to do if the KCRP is not listed in Exhibit 1 has been removed to the introduction of the Exhibits.


Page 76

Rationale:

By focusing on KCRPs, this will make this item tougher. Currently KSPs count towards the meeting of levels and trends

The text of the Standard is simplified by moving out exceptions


Page 77


This is a new item split out from 4.3 Service and Revenue performance

Revenue Performance has been renamed as Sales performance.


Page 78

Rationale:

By having a separate item this gives greater focus on Sales activity and gives a clear prominence to the applicability of the Standard in a Sales environment.

Revenue has been renamed Sales as this is more easily recognised as the function that generates revenue.


Page 79



What to do If KCRPs are not listed in Exhibit 1 has been moved to Exhibit 1

What to do if the CSP uses blended staff has been moved to the Certification Guide

4.6 Efficiency and Cost Performance

Page 80

Rationale

Exceptions and Explanations have been removed from the text for simplicity.

4.6 Efficiency and Cost Performance

Page 81


This is a new Item, and collects all the KSP requirements from items 4.3 and 4.4

4.7 KSP Performance

Page 82

Rationale:

By removing KSP performance from Items 4.3 and 4.4 it makes achieving item level results more impactful for these items.

4.7 KSP Performance

Page 83


This has been renumbered from 4.7 in release 4.4 Gold

This is based on the Gold requirements of meeting target on 65% of metrics

All the definitions 4.7.3 and the table that defines at what level to include data in the calculation have been moved to the Certification Guide


Page 84

Rationale:

The definitions have been removed for simplicity.

Adopting the Gold requirement of 65% of metrics meeting targeted performance ¾ of the time period, is to focus companies on high performance

For initial certifications this can be relaxed to 50%; this provision is added to the Certification Guide


Documents

COPC 2011 Release 5.0 Changes