COPC Customer Experience Performance Management Training Course

Course overview

Customer experience leaders are expected to improve service quality, customer satisfaction and operating cost at the same time, yet many teams manage performance through disconnected dashboards, average handling-time targets and periodic survey results. This course addresses the gap by applying the COPC approach to customer experience performance management: defining customer-critical requirements, translating them into measurable processes, setting operational targets and using structured review routines to correct performance. Participants learn how to distinguish useful indicators from vanity metrics and how to connect frontline activity to customer, financial and business outcomes.

The course covers the COPC CX Standard principles relevant to contact centres, customer operations and outsourced service environments. Participants work with performance-management frameworks, customer requirements, key performance indicators, targets, tolerances, process measures, root-cause analysis and corrective-action governance. They practise building KPI hierarchies that link customer experience measures such as customer satisfaction, customer effort, quality and resolution to operational measures including service level, first-contact resolution, defect rate, schedule adherence and cost per contact. The programme also addresses data integrity, metric ownership, performance calibration and supplier governance.

Instruction combines expert-led COPC method briefings with KPI design workshops, operational case studies, metric-review simulations and team critique. Participants analyse a realistic customer service operation, identify performance gaps, test measures against COPC requirements and develop a practical management response. Each participant leaves with a COPC-aligned performance management blueprint: a customer requirement map, KPI scorecard, target-setting logic, governance cadence and 90-day implementation plan that can be adapted for their own operation.

The course is designed for experienced customer service, contact centre, quality, workforce management, operations and outsourcing professionals who already work with service metrics and need a more disciplined method for managing end-to-end customer experience performance.

Course objectives

By the end of this course, participants will be able to:

• Apply COPC CX Standard performance-management principles to a customer service operation
• Translate customer requirements into measurable service, quality and process indicators
• Build a KPI hierarchy linking customer outcomes, operational drivers and financial results
• Set KPI targets, tolerances and escalation thresholds using baseline performance data
• Design a balanced scorecard for contact centre or customer operations performance reviews
• Conduct root-cause analysis using Pareto charts, process data and defect classifications
• Establish metric ownership, data-validation controls and corrective-action governance
• Produce a 90-day COPC-aligned performance management implementation plan

Benefits of attending

Target competencies

Who should attend

• Customer Experience Managers — who must connect customer outcomes to daily operational controls
• Contact Centre Operations Managers — who manage service levels, quality, productivity and resolution performance
• Quality Assurance Managers — who need to align monitoring programmes with customer-critical requirements
• Workforce Management Leaders — who must relate staffing, scheduling and adherence measures to service outcomes
• Business Process Outsourcing Managers — who govern supplier scorecards and contractual performance commitments
• Customer Service Analysts — who build dashboards, investigate performance variation and support management reviews

Requirements and prerequisites

Participants should have at least one year of experience in customer service, contact centre, customer operations or outsourced-service management. They should be comfortable reading common operational measures such as service level, average handling time, first-contact resolution, quality scores, customer satisfaction, backlog and schedule adherence. Basic spreadsheet skills, including filtering data and creating simple charts in Microsoft Excel, are assumed. Experience with a BI dashboard is helpful but not essential. Prior COPC training, statistical certification, coding knowledge and access to a live contact-centre platform are not required.

Training methodology

The five-day programme uses short instructor-led sessions to explain COPC performance-management concepts, followed by applied work on a simulated customer service operation. Participants inspect customer requirements, metric definitions, trend data, quality findings and operating reports; then test whether the measures support effective control. Small groups build scorecards, set targets and tolerances, run a performance-review meeting and develop corrective actions from a case-data pack. The final day is an application workshop in which participants convert the course outputs into a 90-day implementation plan for their own environment.

Course outline

Day 1: COPC foundations and customer requirements

• COPC CX Standard performance-management principles
• Customer requirements versus internal operational targets
• Critical-to-quality requirements in service delivery
• Customer journey touchpoints and failure-demand signals
• End-to-end process ownership for customer operations
• Leading, lagging and diagnostic performance measures
• Performance-management maturity assessment

Workshop: Participants map customer requirements and operational failure points for a contact-centre case, producing a customer-to-process requirement matrix.

Day 2: KPI architecture and measurement integrity

• KPI hierarchy from business outcome to frontline behaviour
• Definitions for service level, response time and accessibility
• First-contact resolution and repeat-contact measurement
• Quality, defect and compliance measurement design
• Customer satisfaction, customer effort and advocacy measures
• Data sources, calculation rules and metric ownership
• Data-validation checks and reporting-period controls

Workshop: Participants create a KPI dictionary and draft a balanced scorecard for the case operation, including definitions, sources and accountable owners.

Day 3: Targets, variation and performance diagnosis

• Baseline analysis and target-setting logic
• Tolerances, control limits and escalation thresholds
• Trend analysis and performance segmentation
• Pareto analysis of defects and contact drivers
• Root-cause analysis using five whys and fishbone diagrams
• Process capability concepts for service operations
• Distinguishing special-cause from common-cause variation

Workshop: Using a case-data pack in Microsoft Excel, participants diagnose a deteriorating resolution rate and produce a prioritised root-cause hypothesis.

Day 4: Governance, reviews and corrective action

• Daily, weekly and monthly performance-review cadences
• Role-based accountability and KPI ownership
• Management review agendas and decision logs
• Corrective-action plans with measurable completion criteria
• Quality calibration and evaluator consistency
• Cross-functional escalation between operations, WFM and quality
• Supplier scorecards and outsourced-service governance

Workshop: Teams conduct a simulated monthly performance review, producing an action register with owners, due dates, measures and escalation decisions.

Day 5: Implementation planning and COPC alignment

• Gap assessment against COPC performance-management requirements
• Prioritising scorecard and reporting improvements
• Dashboard design principles for operational control
• Microsoft Power BI visualisation requirements
• Change management for metric adoption
• 90-day implementation roadmap and milestones
• Sustaining performance management through audit and review

Workshop: Participants complete and peer-review a COPC-aligned performance management blueprint and 90-day implementation plan for their own operation.

Tools & standards covered

COPC CX Standard, Microsoft Excel, Microsoft Power BI, Minitab

A typical training day

Live online deliveries follow the same structure in the East Africa Time zone, with shorter screen blocks and longer breaks.

What the fee includes

How you can take this course

Certification

Participants who complete the full five days receive the Skillset Development Certificate of Completion, stating the course title, course code, dates and delivery format — suitable for professional-development records and employer reimbursement.

Frequently asked questions