February 12, 2008
COPC Unveils SmartMarks Audited Benchmark Database for Contact Centers and BPO
By Susan J. Campbell, TMCnet Contributing Editor
Customer Operations Performance Center Inc. (COPC (News - Alert)), an authority on operations management and performance improvement for service operations, has announced the unveiling of SmartMarks, the first global, 100 percent audited benchmark database for contact center and BPO operations.
A global database that is designed to enable companies to compare their contact center performance targets and results with peers and competitors, the SmartMarks is comprised of completely audited data from more than 1,000 COPC Inc. global operational assessments. The solution is positioned as the only benchmark in the industry comprised of 100 percent audited data.
“SmartMarks 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, in a Tuesday statement.
“While most benchmark systems in the industry use unreliable self-reported data, SmartMarks draws on fully audited, irrefutable data.”
Said COPC Inc. founder and CEO Alton Martin (News - Alert): “Integrating the full spectrum of critical operational data, SmartMarks 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,” Martin added.
Key features of the SmartMarks solution includes 12 to 36 months of benchmark data culled from more than 150 unique metrics focused on revenue, service, quality and cost, including all metrics required by the COPC Family of Standards.
SmartMarks’ data is drawn from more than 1,000 COPC assessments performed in over 50 countries. The solution also filters data by service application; provider type; end user segments services and assessment type; geography; industry; and volume.
SmartMarks also compares performance to peers by quartiles; performs trend data versus point in time snapshots; breaks down specific target levels within a metric; uses data aggregated and coded to protect client confidentiality at all times; and offers proprietary access for COPC consulting clients.
The contact center industry is becoming more competitive everyday, making it critical that contact center operators continue to monitor performance and measure it against others in the industry.
SmartMarks is designed to do just that and is offering the first 100 percent audited benchmark database. The access to such information is essential in order to ensure best-in-class performance.
This information can also provide keen insight into competitors’ successes and failures in order to push performance. Such access can help to drive differentiation.
Key features of the SmartMarks solution includes 12 to 36 months of benchmark data culled from more than 150 unique metrics focused on revenue, service, quality and cost, including all metrics required by the COPC Family of Standards.
SmartMarks’ data is drawn from more than 1,000 COPC assessments performed in over 50 countries. The solution also filters data by service application; provider type; end user segments services and assessment type; geography; industry; and volume.
SmartMarks also compares performance to peers by quartiles; performs trend data versus point in time snapshots; breaks down specific target levels within a metric; uses data aggregated and coded to protect client confidentiality at all times; and offers proprietary access for COPC consulting clients.
The contact center industry is becoming more competitive everyday, making it critical that contact center operators continue to monitor performance and measure it against others in the industry.
SmartMarks is designed to do just that and is offering the first 100 percent audited benchmark database. The access to such information is essential in order to ensure best-in-class performance.
This information can also provide keen insight into competitors’ successes and failures in order to push performance. Such access can help to drive differentiation.
Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
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