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Has an one calculated COPQ in call centre/BPO ?

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  • #37604

    Titu John
    Member

    Has any one calculated Cost of Poor Quality (COPQ) in Call Centre/BPO & what were the approaches to reduce the COPQ ?

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    #111004

    Anonymous
    Participant

    Yes.  I’m working on a project right now designed to reduce repeat call volume in a call center.  The COPQ calculation for my project is actually pretty simple.  For a six month period, I’ve taken a monthly sample of 500 customers who placed calls to the call center.  For each of those customers, I determined the date and reason for their first call and then determined the date and reason for all other calls that they made within 30 days of the original call.
    With that data, I can calculate first call resolution rate for each month in a six month period and I can also calculate the percentage of calls that were repeat calls and the reasons for those repeat calls.
    The COPQ is a simple straight-line calculation of the volume of repeat calls within 30 days of the original with the same call reason as the original times the cost per call (which all call center’s keep track of).
     

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    #145759

    Nalini
    Participant

    Hi,
    Am workin on a project in reducing repeat calls. Can u please share your report with me to help me.
    Regards
    email – [email protected]

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    #145760

    GR
    Participant

    Nalini!!!!!!!!!!!!!!
    No two reports are similar. Describe a little so that u’re benifited.
    Best regards
    GR

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    #145766

    Shantanu Dey
    Member

    Hi,
    So you are doing a project on repeat calls. Is the project Y reduction of repeat calls per issue ? If yes then you would need to get the data around cost per resolution and average no. of contacts per resolution. Also in case your company is a captive and has outsourced any business (same Line of Busi) .. then you may also talk about reducing calls at captive so that you can take some business back from your vendor that you can run/manage with existing FTE’s post the repeat calls reduction. That would be possible only if your CPC is less that what you pay out to the vendor. Can you tell me a little more about the project that you are doing. You can also write to me at [email protected]
    Cheers

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    #145904

    Summerfield
    Participant

    Hi Anonymous, It would be great if you share the report on COPQ for the CC. It would serve as a wonderful insight on projects i wish to persue for CC shortly. You can mail me at [email protected]. Anyone doing SS projects for CC are requested to post inputs and feedbacks on SS implimentation in CC and help me.Thanx
    Ash
     

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