They used COPC’s "transaction walk." Sara, Rami, and Viktor literally followed a single call from ring to resolve. It was a call from a widow named Fatima. Her husband had died; she needed to close his account and transfer a refund. The call took 47 minutes. It crossed six departments. Fatima cried twice. At minute 40, she whispered, “Does anyone at your company know I am a human?”
Viktor introduced the four levers of COPC: People, Process, Technology, and Data. They used COPC’s "transaction walk
The first COPC principle was brutal: Define, Measure, and Control. They started with a single metric: . It was at 42%. Sara set a target of 85%. The call took 47 minutes
The applause was quiet. Because everyone in the room knew that was the hardest KPI of all. At minute 40, she whispered, “Does anyone at
: Selecting which health issue to tackle first (e.g., childhood immunization or chronic disease management).