Performance appraisals should be consistent with the service center s stated mission and vision. Raises and bonuses should support stated business goals. Service centers need to have a clear statement of their commitment to customer service that is understood by their employees. Business and Strategic Planning. The service center needs to have quantifiable financial and non-financial goals, planned actions and identified responsibilities.
Management needs to take time to regularly compare performance to plans.
Disaster Recovery Planning. COPC only includes data that has been verified first-hand through operational reviews and audits. Mediocre operational performance. As a result, agents do not have the necessary skills to perform their jobs. Inadequate focus on operational performance and improvement.