PR - COPC INc. Launches SmartMarks Audited Benchmark Database for Call Centers

Customer Operations Performance Center Inc. (COPC Inc.), a provider of operations management and performance improvement for service operations, announces it is unveiling SmartMarks, the first global, 100% audited benchmark database for contact center and BPO operations.

• 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 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.