Performance Improvement
Are you realizing an acceptable return from your transaction monitoring program? Do you know what your performance level is today for your prime intervals? Do you have insight to real staff activity metrics?
The COPC Inc. Performance Improvement consultation delivers results by
identifying high ROI opportunities and implementing the changes required
to drive operational and financial improvements. We are particularly
interested in identifying steps that can be executed quickly without
requiring significant infrastructure investments.
Each Performance Improvement engagement is defined and executed based
on the unique needs of the client. We work with you to build internal
teams tasked with improving revenue, cost structure, delivery and
reporting accuracy, and cycle times.
We often discover that unique issues stem from a common source.
Our 'SmartSolutions' toolbox coupled with years of experience
identifying problem areas enables us to quickly pinpoint performance
issues and implement solutions.
Transaction monitoring represents a tremendous investment for customer contact
centers. Yet many organizations struggle with the question — Are we realizing
an acceptable business return from our transaction monitoring program?
SmartScore® is a suite of services that enables customer contact centers to
realize positive returns by:
- Improving customer satisfaction, loyalty and repurchase rates
- Decreasing costs and/or increasing revenue
- Establishing a more consistent customer experience
- Improving agent compliance with legal requirements
SmartScore® introduces calibration as a critical element linking transaction
monitoring to business metrics (e.g. customer satisfaction). Our quantitative
calibration approach ensures data integrity by measuring accuracy, reproducibility
and repeatability. This dynamic solution empowers organizations to improve
performance and boost ROI.
The COPC Inc. SmartScore® suite includes eight component services:
- Calibration Methodology
- Form Design for Customer Satisfaction
- Inspection System Process Design
- Organizational Structure Design
- Data Management
- Statistical Analysis
- Performance Improvement
- Audit Training and Certification
Most monitoring tools provide standard agent-level reports based on self-reported data.
What if you could retrieve agent and program level reports using a web-based tool
customized to your process?
COPC® SmartMonitor uses an online form to score each call, entering data in report
modules for security, professionalism and fatal or non-fatal errors. The result
is a meaningful measure of data that impacts performance at the root level.
COPC® SmartMonitor analyzes run charts over time, providing a Pareto chart showing a
historical perspective on failure issues for quick corrective action.
Call monitoring can be a cumbersome, time-intensive process showing little or
no return. COPC® SmartMonitor helps you accurately measure ROI and boost
overall performance.
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