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

    Ytel Picks VoiceBase for Cloud Contact Center Speech Analytics Enhancement

    It is no secret that contact centers are now intensely interested in Big Data and sophisticated analytics to improve operational efficiency, effectiveness and the customer experience. Let's face it, knowing who is saying what, when, where, why and with what result is extremely valuable. In fact, it is this need to know that has driven large volume contact centers to increasingly look to sophisticated speech analytics to give them the business intelligence they desire not just about customer inte… [ Read More ]
    03/03/2015

    Carrier iQ Showcases New Capabilities at 2015 Mobile World Congress

    Carrier iQ adds three enhancements for obtaining actionable business intelligence from mobile devices. [ Read More ]
    03/03/2015

    Plantronics' DA80 Makes Customer Service Centers Smarter

    The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
    02/25/2015

    Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

    We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]
    02/25/2015

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