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

    Contact Center Solutions Week in Review

    The word "spanning" comes to mind in looking at the news and insights this past week in the Contact Center Solutions Community. Not only were there items that speak to the global impact of contact center solutions, but we spanned a broad range of important topics including omnichannel and metrics. [ Read More ]
    08/30/2014

    Rise in Cloud Contact Center Traffic Volume in 2014

    Voxbone says it saw a 14 percent increase in call volume (in minutes) over the last six months which it points out has been validated recently by IDC Research who is predicting that spending for on-demand cloud contact centers in the U.S. alone will increase from $733.3 million in 2013 to $1.6 billion in 2018. [ Read More ]
    08/29/2014

    Scripts and Metrics Only Take Call Centers So Far

    Performance metrics are not the end-all be-all of call center performance. Companies desperately struggle to make their call centers operate more efficiently, at lower costs, with more calls completed per hour, and with fewer return complaints. However, when reaching for those goals, some businesses fail to make their centers better overall, as if the sum of those individual parts was something more. [ Read More ]
    08/28/2014

    CSG Announces New Agreement with Leading Latin American Mobile Operator

    A top Latin American Mobile Operator recently signed a new agreement with CSG International to support its next-generation data and analytics capabilities. [ Read More ]
    08/28/2014

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