Copc Application for Baseline

7/29/2019 Copc Application for Baseline

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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



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



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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