Contact Center Solutions Featured Article

Bright Names Shop Direct One of the Top Call Centers in Europe

December 24, 2012

When it comes to contact centers in Europe, few do it as well as the Shop Direct Group.

One of the British Isle’s top online retailers, Shop Direct is known for its catalogues and web sites. But at least among industry insiders, it also is known for its contact center excellence.

This view was recently reconfirmed by Bright, a UK-based performance management company. Bright listed Shop Direct as a Top 25 percent performer in Europe in its recent contact center benchmarking study, the Bright Index.

The Bright Index is founded upon evidence that to optimize customer management contact center performance, three areas need to be monitored continually, according to a Bright news release. These areas are:

  • Internal performance
  • Employee engagement
  • Customer satisfaction

The Bright benchmarking includes measuring efficiency, quality, resourcing, self-service, sales and resourcing.

Each year up to 100 companies benchmark their call center performance with the index.

The index uses 50 key metrics with an average of one million calls per participating company as the basis for the analysis, according to Bright.

“Shop Direct continues to raise the bar for best in class contact centre performance and is now recognized as an effective contact centre operation delivering quality and efficiency above many of its peers,” noted Bright on its site.

Shop Direct is pleased to be listed as a top performer, too.

“Bright has become our trusted advisor in measuring and improving our contact centre performance,” noted Hilary Bennett, Head of Site for Shop Direct, as reported by Bright in the news release.

Being a top performer means taking the contact center in the context of the whole organization, noted Mats Rennstam, managing director for Bright.

“The key to delivering world-class customer service as well as proving the contact center’s contribution to the organization as a whole is to get a comprehensive and all-encompassing view of how the contact center operates,” he wrote.

Rennstam added: “We have to recognize that there are inherent dangers in examining areas in isolation, which is why the Bright Index is designed to adopt a holistic approach including all areas of managing a best-in-class contact center.”

Bright UK helps clients measure and improve overall performance using its Bright Index. This is the twelfth year of the index, according to Bright. The company also produces the Bright Employee Index.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Peter Bernstein

Article comments powered by Disqus

Related Contact Center Solutions Articles

Looksery Enables Face to Face Communication Capabilities for Call Centers

Now call centers can handle calls face to face (though avatars) with their customers. Looksery, a company that provides face tracking and modification technologies for real-time video messaging, has made its unique technology available for call centers. This software takes the call center communication to the next step by providing the much needed personal visual interfaces to the entire call process. [ Read More ]
08/01/2014

China Mobile Jiangsu Selects Nuance Communications

China Mobile Jiangsu Branch has selected Nuance's speech and Natural Language Understanding (NLU) technology as to enhance the experience of callers who need service support from the company. [ Read More ]
08/01/2014

Israel HFC Call Center Fields Citizen Concerns Amidst Rocket Fire

The Home Front Command call center is a bastion of safety and information for Israeli residents in this current time of fighting with groups such as Hamas and the rocket fire pummeling the country. [ Read More ]
08/01/2014

Acqueon U-Nexis Now Integrates with UCCX 10.5

Acqueon Technologies is a developer of software solutions for the customer collaboration industry. The company recently announced the availability of its U-Nexis, an outbound solution for the new Cisco Unified Contact Center Express 10.5 platform. [ Read More ]
07/31/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!