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COPC-Aligned Performance Framework

We speak the same language as
the world's top CX operations

COPC (Customer Operations Performance Center) is the global gold standard used by Amazon, Teleperformance, Concentrix, Genpact, and every serious BPO on earth. Every engagement we run is structured, measured, and reported against COPC's core KPIs — so your clients and leadership get numbers they can trust.

COPC KPI · 01

Customer Satisfaction (CSAT)

The primary measure of service quality. COPC defines industry-specific thresholds and mandates structured measurement cycles. We audit your current score, identify root causes of dissatisfaction, and build a sprint-based improvement plan with before/after tracking.

Target ≥ 85%Monthly TrackingRoot Cause Analysis
COPC KPI · 02

Average Handle Time (AHT)

Efficiency without sacrificing quality. COPC breaks AHT into Talk Time, Hold Time, and After-Call Work — and sets targets for each independently. We analyse all three components, identify where agents are losing time, and optimise scripts and processes accordingly.

Talk + Hold + ACWWeekly ReviewScript Optimisation
COPC KPI · 03

First Contact Resolution (FCR)

Resolving issues on the first interaction is the single highest-impact lever in CX. COPC benchmarks FCR at ≥70%. We identify your top repeat-contact reasons, eliminate them at the source, and build empowerment frameworks so agents can resolve without escalating.

Target ≥ 70%Repeat Contact AnalysisAgent Empowerment
COPC KPI · 04

Service Level (SL) & ASA

Speed of answer defines the first impression before a word is spoken. The COPC standard is 80% of contacts answered within 20 seconds. We assess your staffing model, forecast accuracy, interval-level scheduling, and queue routing to hit and hold this target.

80/20 StandardInterval ForecastingReal-time Monitoring
COPC KPI · 05

Shrinkage & Occupancy

COPC defines acceptable shrinkage thresholds (25–35%) and occupancy targets (85–90%). Mismanaging either burns agents out or wastes headcount budget. We run a full shrinkage audit — planned vs. unplanned — and redesign your occupancy model to protect both people and performance.

Shrinkage ≤ 30%Occupancy 85–90%Workforce Modelling
COPC KPI · 06

Quality Monitoring (QM)

COPC mandates structured QA with calibrated scoring — not ad-hoc spot checks. We build your entire QM framework: evaluation forms scored by contact type, bi-weekly calibration sessions, coaching loops tied to individual performance data, and a feedback cycle that agents actually trust.

Calibrated ScoringBi-weekly CalibrationCoaching Loops

Why presenting COPC KPIs wins clients immediately

When you walk into a client meeting with COPC-structured data — CSAT baselines, FCR rates, AHT breakdown, shrinkage reports — you're speaking the same language as Amazon's WFM team and Teleperformance's ops directors. It signals you're not guessing. You're measuring what actually matters, the same way the best in the world do. That's what closes deals and retains contracts.

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