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COPQ Tracker

This document outlines key performance metrics and cost of poor quality (COPQ) calculations for a contact center. It includes 8 metrics such as call logging, quick call logs, customer satisfaction survey results, service level, first touch resolution, average handle time, abandon rate, and attrition. For each metric, it defines the target, calculation method, and COPQ incurred for not meeting the target in the given month. Performance is shown for February through June with total COPQ calculated at the bottom.

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389 views2 pages

COPQ Tracker

This document outlines key performance metrics and cost of poor quality (COPQ) calculations for a contact center. It includes 8 metrics such as call logging, quick call logs, customer satisfaction survey results, service level, first touch resolution, average handle time, abandon rate, and attrition. For each metric, it defines the target, calculation method, and COPQ incurred for not meeting the target in the given month. Performance is shown for February through June with total COPQ calculated at the bottom.

Uploaded by

gopalranjan_2000939
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLS, PDF, TXT or read online on Scribd
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COST OF POOR QUALITY (V TITANS - DESKTOP- DELH

Sl No. Parameter
Billable Minutes Revenue Base Rate Total Revenue Performance COPQ 100% $0

Target

Calculation Method
No. of Calls X Lesser of AHT or AHT cap Depends on Call Volume (Not a COPQ Issue) Billable Minutes X Base Rate Calls logged / Total calls As per Attachment 1 of SOW Calls logged without service tag / Total Calls logged As per Attachment 1 of SOW Survey report sent by Client As per Attachment 1 of SOW % calls answered in 12 min As per Attachment 1 of SOW Report sent by Client As per Attachment 1 of SOW

1 Call Logging

Quick Calls Logs Customer Satisfaction

Performance COPQ Performance COPQ Performance COPQ Performance COPQ (FTR)

< 5% $0 85% $0 77 / 720 $0 > 65% $0 > 2% of Baseline $0 NA

4 Service Level

5 FTR

6 FTF

Performance COPQ Performance COPQ (Due to FTR linked AHT adjustment) Performance COPQ

Report sent by Client As per Attachment 1 of SOW Talk Time + Hold Time + Wrap Time

7 AHT

$0 0% $0 < 2% in a month $0

As per Attachment 1 of SOW Calls Abandoned / Calls Offered Calls Abandoned x AHT x Base Rate Attrition /(No. of Persons at Beginning of Month + No. of New Joinees) Attrition x (Hiring, Training & Salary (pre production) per person)

8 Abandon Rate

9 Attrition

Performance COPQ

Total COPQ

S - DESKTOP- DELHI & MUMBAI)


Feb, 2003 Mar, 2003 Apr, 2003 May, 2003 June,2003

99.06%

99.84%

101.70%

101.32%

96.54%

86.10%

88.00%

89.60%

88.40%

0.862

82%

85.53%

87.28%

88.31%

0.81

81%

78%

80.00%

80.70%

0.805

93%

93.30%

93.40%

92.80%

0.94

19.07

17.76

19.17

19.22

19.85

11%

10%

11%

10%

0.16

6.38%

9.36%

17.87%

6.28%

0.0628

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