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Column Title
A S. No
B Client
C Program
D LOB
E ProductF Transaction Type
G Direction
H Service
I # of Full Time CSRs
J # of Part Time CSRs
K # of Contract CSRs
L # of Sups
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 programThe type of transaction processed in the program
Transactions are either inbound or outbound
The type of service provided in the program (see
Exhibits 1A-1H)
The number of CSRs on the program who are
considered full time employeesThe number of CSRs on the program who are
considered part time employees
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 number of CSRs on the program who are employedby an outside firm
The number of supervisors on the program
The volume of transactions received/processed last
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 morethan one row).
Description
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p
Y-AB Forecasting
Section 1 - CSR Data for the Last Three Months
Section 4 - Recruiting and Attrition DataThis section should appear in the worksheet containing the first month's data for each program.
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 each
program. Name the worksheet Program Name - Month.
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 eachinbound voice and web chat program.
Section 3 - Daily Data
Each row should represent a service (voice, chat, etc.) within the program.
For each table, enter data for the previous six months. For the recruiting table, enter thenumber
of
applications received, the numberof interviews conducted, etc. by class or hiring batch. For the first
attrition table, enter the numberof CSRs who left the program by class/batch.
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.) which
he/she processes.
Section 2 - Forecasting, Staffing, and Scheduling
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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
1.2 Approach to Planning
Strategic Plan
Annual Entity Plan
All Department Plans
Approach to Reviewing Performance to
Annual Business PlansBusiness Plan Review Reports
Corrective Action Plans
Management System Review Report (Eval
Tool)
Corrective Action Plans
New Capability Development Process
Opportunities Identification
Filters and Selection
Two Examples of Services Developed inLast Twelve Months and Processes Used
Implementation Plans of at Least Two
Programs/Clients/Services
1.5
2.1
2.2
Documents0
1.3
1.4
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Item
Number Document Submitted
Not
Available
Not
Applicable
Documents0
Correlation Between Transaction Monitoring
and End-User Satisfaction Results for the
Same Program
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Item
Number Document Submitted
Not
Available
Not
Applicable
Documents0
Historical and Forecasted Arrival Patterns
Approach to Staffing - Required vs.
Scheduled and Scheduled vs. Actual
Example of Changes Made to Staffing/Work
Rules Based on Arrival Patterns
Over/Under Report - Required vs.
Scheduled
Over/Under Report - Scheduled vs. Actual
Schedule Adherence/Attainment Report
Outbound Dialer Strategy (for each
program)
Outbound Dialer Results (for each
program), e.g., abandonment rate, list
penetration, etc.Contingency Plans (minor/major
interruptions)
Actual or Simulated Results
Data Security Policy
List of Sensitive and Proprietary Data and
Key Opportunities for Security Breaches
Security Audit Report
Privacy Policy
Implementation Verification2.12 Approach to Providing Timely Information
3.1 Minimum Skills Listings for all KCR Jobs
Hiring Profiles
2.10
2.7
2.11
3.2
2.8
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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
Analysis of Complaints
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 (this will
be verified on site, so all contracts must be
available during the audit)Table F
Output of Backlog Calculation for One
Program for Previous Three Months
Approach to Supplier Management
SLAs
Feedback to Key Suppliers
Action Plans
4.7 Method of Calculating Attrition
Approach to Measuring and Managing StaffSatisfaction
Method of Calculating Absenteeism
Absenteeism Results For Each Program for
4.8
4.3
4.1
4.2
4.4
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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
Inbound Voice
E-Mail/Back Office Processing
Chat
Data
0
Section 1 - CSR Data
Program Name:
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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
Inbound Voice
Section 2 - Forecasting, Staffing, and Scheduling
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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
Any Other
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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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