Benchmark Database features fully audited content.
Press Release Summary:
Comprised of completely audited data from more than 1,000 COPC Inc. global operational assessments, SmartMarks(TM) enables companies to compare contact center performance targets and results with peers as well as competitors. Global solution, suited for contact center and BPO operations, helps identify areas where they can enhance service performance and reduce costs. It contains 12-36 months of benchmark data culled from 150+ unique metrics focused on revenue, service quality, and cost.
Original Press Release:
COPC Inc. Launches SmartMarks(TM) the First Ever Global Audited Benchmark Database for Call Center Companies
AUSTIN, Texas, Feb. 11 -- Customer Operations Performance Center Inc. (COPC Inc.), the world's leading authority on operations management and performance improvement for service operations, announces it is unveiling SmartMarks(TM), the first global, 100% audited benchmark database for contact center and BPO operations.
SmartMarks(TM) is a global database that will enable companies to compare their contact center performance targets and results with peers, as well as competitors. The database is comprised of completely audited data from more than 1,000 COPC Inc. global operational assessments. SmartMarks(TM) is the only benchmark database in the industry comprised of 100% audited data.
"SmartMarks(TM) is a truly revolutionary tool for businesses with contact center operations to identify areas where they can enhance their service performance and also reduce costs," said Christine Wright of Customer Contact Insights. "While most benchmark systems in the industry use unreliable self-reported data, SmartMarks(TM) draws on fully audited, irrefutable data."
Said COPC Inc. founder and CEO Alton Martin: "Integrating the full spectrum of critical operational data, SmartMarks(TM) allows for meaningful comparisons on which to make critical business decisions for targeted performance efforts. Backed by the rigor of COPC Inc.'s Performance Management System-auditing 100% of all metrics, providing on-site quality assurance, establishing realistic target levels, and more-provides unparalleled accuracy and value for our clients."
SmartMarks(TM) Key Features:
-- Contains 12 to 36 months of benchmark data culled from over 150 unique metrics focused on revenue, service, quality, and cost, including all metrics required by the COPC(R) Family of Standards.
-- Drawn from more than 1,000 COPC Inc. assessments performed in over 50 countries.
-- Filters data by service application; provider type, end user segment services, and assessment type; geography (region, country, city); industry; volume.
-- Compares performance to peers by quartiles; profiles trend data vs. point in time snapshots; breaks down specific target levels within a metric (e.g. Service Level 80/20 vs. 90/10).
-- Uses data aggregated and coded to protect client confidentiality at all times.
-- Offers proprietary access for COPC Inc. consulting clients.
About COPC Inc.
Customer Operations Performance Center Inc. (COPC Inc.) is the world's leading authority on service-chain operations management, including performance improvement for buyers and providers of customer service, customer contact center and business process outsourcing operations. Since 1996, COPC Inc. has helped more than 1,000 organizations in 50 countries improve customer service by using the COPC(R) Family of Standards, the industry's first and most comprehensive set of performance management operating models for customer service operations. Today, it remains the only performance-driven and industry-governed global best practices model that simultaneously increases both customer satisfaction and profitability. For further information, please visit http://www.copc.com/.
CONTACT: Heather Beckel Guntert, +1-512-288-4054, heather@iandocom.com, for COPC Inc.
