Contact Centre Featured Article

December 26, 2012

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


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 Bright. These areas are internal performance, employee engagement and 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


Related Contact Center Solutions Articles

    E-value International to Launch in Thriving Romanian Contact Center Market

    According to a recent article published by The Diplomat, E-value International (EI) has opened a call center in Romania. The new facility is the latest addition to a growing contact center market in the country. [ Read More ]
    03/31/2015

    Satmetrix Finds Costco, USAA, Amazon.com and Apple Rank Highest for Customer Loyalty

    Obviously one of the most important metrics for answering the question, "so how are we doing?" when it comes to providing compelling customer experiences is customer loyalty. In fact, measuring customer loyalty in general and against competitors is critical. In a world where alternatives are always a click away, and where customer acquisition costs are much higher than retaining existing ones, reducing churn and having permission to upsell is huge. [ Read More ]
    03/31/2015

    Report: Customer Service a Primary Concern for Consumers, Businesses

    In the latest report from The Economist Intelligence Unit, "Creating a seamless retail customer experience," it asked consumers what exactly they want in their customer service and asked companies how they felt they deliver positive service through new technologies. [ Read More ]
    03/30/2015

    JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

    One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
    03/27/2015

FOLLOW US

Contact Center Solutions Glossary of Terms

Featured eBook

    All Things Customer Interaction Solutions eBOOK
    It has been said that customer interaction centers are the front door to any organization's value chain. This is an accurate description of the transformations taking place in contact centers as a result of enhancements in multichannel communications, speech analytics, IVR capabilities, integrations with unified communications capabilities (UC) and other collaboration tools and applications, and the move to the cloud...

Featured Whitepaper

    Microsoft® Lync® in the Contact Center: Integrating with Customer Interaction Center™ to Provide a Barrier-free Customer Experience To implement contact center functionality, organizations using Microsoft Lync Server 2010 can follow the unified communications blueprint of open standards interoperability and integrate to a contact center solution of their choice. Customer Interaction Center (CIC) from Interactive Intelligence is a proven best of breed contact center solution that merits consideration ...

Featured Success Story

    Contact Center Solutions Featured Success Story
    Interactive Intelligence all-in-one IP communications software suite integrated with Microsoft Lync helps Bentley save $200,000 annually.

Featured Product Demo

    Contact Center Solutions Interaction Analyzer™
    Interaction Analyzer™
    Real-time word and phrase spotting. Alerting. Analytics. Scoring. Coaching. Watch how Interaction Analyzer turns every moment, of every past and present call, into data that lets you deliver an exceptional customer experience.

Featured Resources

Ask the Expert