COPC Introduces SmartScore(TM), Unique Transaction Monitoring and Calibration Process Management Services Driving Improved Performance and Customer Satisfaction

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Customer Operations Performance Center (COPC) announces the introduction of SmartScore(TM), a suite of services featuring a powerful web-based application tool, designed to ensure consistency among auditors, helping to provide objective measurement of people and process variations. Focusing on calibration and process level analysis, SmartScore(TM) suite of services increases data integrity and enables clients to yield a positive business return from transaction monitoring.

In line with its on-going commitment to facilitate Contact Center Excellence, Customer Operation Performance Center (COPC) has developed SmartScore(TM), a suite of services, featuring a powerful web-based application tool, measuring value-add activity as a mechanism to improve performance. SmartScoreä ensures consistency among auditors, helping to provide objective measurement of people and process variations. Focusing on calibration and process level analysis, SmartScore(TM) suite of services increases data integrity and enables clients to yield a positive business return from transaction monitoring.

COPC is the exclusive authorized entity for auditing and certifying compliance to the COPC-2000® Standard, the first and only certification process designed specifically for the needs of contact centers. As a world-class benchmark of productivity, efficiency and cost-effectiveness for customer contact operations, it ensures Contact Center Excellence worldwide.

COPC's SmartScore(TM) offers contact centers a dynamic solution to bridging the gap between QA scores and customer satisfaction data, two statistics that often contradict, and conduct performance improvements in both cost savings and customer satisfaction. SmartScoreä provides best practice transaction monitoring process solutions that ensure the monitoring form is effective and measures items directly related to CSAT (customer satisfaction) and ROI.

Through its calibration process implementation, SmartScore(TM) achieves consistency among auditors that allows management to gauge agent and process level performance. By objectively measuring the consistency of auditors, reducing variation among them, and identifying people and process variation, transaction monitoring data becomes more reliable for use in process improvement. As a result, the process gains efficiencies from the resources being utilized.

"Transaction monitoring isn't new to the contact center environment, for some time now it has been seen as a critical measure of quality," said Alton Martin, co-founder and CEO of COPC.

"A mechanism to determine a real return on investment as a result of the transaction

monitoring process, however, has been lacking. SmartScoreä focuses on calibration

because most TM systems produce data that isn't capable of driving positive results. They

tend to focus more on mistake catching, than on process improvement. With SmartScoreä our

goal is to take transaction monitoring to the next level."

The SmartScore(TM) suite of services takes a two-phase approach: Current State Assessment followed by Solutions Implementation.

1)    Calibration Methodology

2)    Form Design and Correlation with CSAT

3)    Inspection System Process Design

4)    Organization Structure Design

5)    Data Management

6)    Statistical Analysis

7)    Performance Improvement

8)    Training & Certification for Monitoring Coaches

About COPC

Headquartered in Amherst, New York, Customer Operations Performance Center, Inc. (COPC) is the leading authority on customer contact center and transaction processing services operations. COPC services clients on a worldwide basis, and has representatives in Argentina, Australia, Brazil, Canada, India, Japan, Singapore, United Kingdom, and the United States.

The COPC Standard was developed in 1995; representatives from various companies volunteered to join a work team concerned about performance and service quality provided by third party Customer Service Providers (CSPs). These firms included American Express, Compaq, Dell, Intel, L.L. Bean, Microsoft, Motorola and Novell. Several hundred locations in 30 countries are using the Standard to improve performance, reduce costs, and increase customer satisfaction. Users include firms in e-commerce, computer hardware and software, financial services, healthcare, telecommunications and consumer products.

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MJ Caliendo