COPC-Aligned Performance Framework

Operations measured against a published standard

COPC (Customer Operations Performance Center) is the long-established performance standard for customer operations. The operations we run are structured, measured and reported against COPC's core KPIs — so the numbers you receive mean the same thing month to month, and can be checked.

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 we run to a published standard

When you outsource a process, the reporting you get back is most of what you can see. Running to COPC means those numbers are defined the same way every month — CSAT measured on a consistent basis, FCR counted against a fixed rule, AHT broken into talk, hold and after-call work, shrinkage planned rather than explained after the fact. It makes the operation auditable, which is the point.

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