TSYS and Nationwide announced as Top 25% performer in Bright Index.
London, 4th April 2013 – Today, the largest processor of merchant acquirers and bank credit card issuers TSYS was announced as one of the top 25% performers in Europe’s leading bespoke contact centre benchmarking survey, Bright Index.
Each year up to 100 companies benchmark their contact centre performance against 50 key metrics with an average one million calls per participating company used to form the basis for the analysis. TSYS continues to raise the bar for best in class contact centre performance and is now recognised as an effective contact centre operation delivering quality and efficiency above many of its peers.
Adrian Garton, Managing Director of TSYS Managed Services EMEA:
“We are very pleased to be recognised for the high level of service which we provide at our UK contact centres. We work very closely with Nationwide Building Society and this award highlights the strength of our relationship and the values that we share.”
Adam Slater, Senior Manager, Banking at Nationwide:
“The benchmarking exercise helps us to measure ourselves against the rest of the marketplace and helps ensure that we keep our customers’ needs at the centre of everything we do.”
TSYS signed a long-term agreement with Nationwide Building Society in 2007 to process its portfolio of 2 million consumer credit card accounts and to build, operate and manage a new credit card centre in Binley, Coventry.
The Bright Index is used to identify the top 25% performers across Europe. This benchmark capability is founded on the evidence that to optimise customer management and contact centre performance, three areas in particular need to be monitored continually: internal performance, employee engagement and customer satisfaction. The benchmarking includes measuring efficiency, quality, resourcing, and self-service, sales and resourcing.
Mats Rennstam, Managing Director at Bright UK:
“The key to delivering world-class customer service as well as proving the contact centre’s contribution to the organisation as a whole, is to get a comprehensive and all-encompassing view of how the contact centre operates. We have to recognise 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 centre.”
Bright UK has successfully helped their clients measure and improve overall performance for over 12 years using the Bright Index combined with Bright Employee Index, Bright Navigator and the vast intelligent reporting that clients benefit from.