Understanding how your customer service operation is really performing compared to your competitors means you can focus your budget and resources where they will have the greatest impact on your customers and bottom line. The only real way to gain this insight is through external contact centre benchmarking.
Bright Index is Europe’s largest bespoke contact centre benchmarking survey. We have carried out over 1,000 performance reviews and know what best practice looks like and where your competitors are at! On average we identify savings of £1M per site benchmarked, alongside showing them how to improve customer satisfaction by 10-30 percentage points.
WHY BRIGHT INDEX?
The Bright Index is recognised as the most reliable benchmark available in the contact centre and customer service industry. It is robust, relevant, comparable and actionable. As a result of doing the Bright Index, you’ll be able to:
- Focus your time improving the right things
- Direct your budget to deliver the greatest return
- Identify where your people can have a greater impact
- Understand how to close the gap to best practice
- Better align your teams to your goals
- Learn what to measure going forward to improve performance
- Identify savings of normally more than £1M per site
- Improve your customer satisfaction by up to 30%
WHAT IS BENCHMARKING?
Benchmarking takes the guesswork out of your operations, you will know and be able to justify whether changes should be made or not. Your business case to CEOs and Finance managers becomes clear-cut and obvious.
There are a number of ways businesses can benchmark their performance; from assessing yourself against industry reports to using management consultants to conduct expensive evaluation based on limited data. Others use mystery shopping to assess advisor behaviour but this does not cover cost efficiency, utilisation levels, productivity etc. and is normally based on too small a sample.
HOW DOES BRIGHT DO IT?
Step 1: Scope Definition
Bright will work with you to clearly identify the objectives that you are looking to achieve, agree which departments to assess and against whom to assess them.
Step 2: Data Gathering
Robust benchmarking requires using the exact same definitions of metrics for all participants. Bright will support you in identifying and collecting the right data for the programme. We use data from the previous six months from your management information systems.
Step 3: Stakeholder Interviews
The Bright team will undertake a number of interviews with agents, team leaders and managers to develop a qualitative understanding of business process, operational challenges and development opportunities.
Step 4: Benchmarking
Bright will submit your data into the Bright Index, a sophisticated benchmarking system. The results will be analysed by our senior consultants, working through correlations and trends.
Step 5: Presenting the Results
The results and analysis will be presented back to your business in the form of a workshop and report presentation approximately two weeks after we have received your data. It will include:
- A comparison of over 60 of the most relevant metrics with appropriate peers
- Quantitative and qualitative review findings including GAP analysis
- Achievable recommendations on how to close the gap to best practice
Step 6: Progress Review
Six months after the results are presented, Bright consultants will return to review progress against the agreed action plan. Bright will benchmark your performance again to demonstrate the impact of the changes made. The results will also show how your peer group and total averages have developed over the period.
WIDE RANGE OF METRICS
Over 60 relevant metrics reviewed and benchmarked based on 20 years of reviewing top performers; we know what matters.
Results presented against peers (cost and productivity focus) and other sectors (quality focus). Your customers compare you against everyone, not just your competitors.
Gap analysis identifies areas of focus and our experienced consultants will bring examples of successful change programmes for those specific areas.
Actionable recommendations to achieve best practice. You will be able to start putting the recommendations in place the very next day.
“The survey results have enabled us to build a career journey so that advisors can see what they need to achieve to reach certain pay grades. Already the impact has seen a reduction in attrition by 10% and advisors are driving their own careers.”
Customer Escalations Manager
“NPS has increased by 19 points and is now tracking at 83 for the completion stage of the process. We couldn’t have got to the bottom of the problem without Bright Navigator.”
Customer Experience Manager
“Winning the Best Voice of the Customer Award at the European Contact Centre and Customer Service Awards was the icing on the cake. We couldn’t have done it without Bright.”
Head of Member and Customer Services
“We wanted insight to be both authentic and statistically relevant. We were not disappointed. Fully automating the process delivered an amazing 20% uplift in response rates. The confidence we now have in our understanding of the customer experience is so much greater.”
Customer Service Director
“Before having the Bright data, moving away from the traditional 80/20 Service Level was an emotive subject and not an option. Now we have external benchmarking data, I can have those conversations based on facts rather than just my opinion.”
Contact Centre Strategy and Transformation Manager
“Working with Bright is easy. They are like a mentor to us in measuring our contact centre performance – and they are not scared to tell us how it is. We value that in the relationship. There is no doubt that without Bright we would have missed out on the guidance and evidence to change what we measure and we would not have identified the areas of the business that needed greater focus to achieve our business goals.”
Head of Offline Operations
“Camelot entered Bright’s benchmarking to get a reality check on service level targets and outputs compared to peers and best practise. This helped us seeing what good and great really looked like. The subsequent operational change programme reduced costs by 40%.”
Head of customer services.
“To continue to improve our processes and customer experience we need to move away from traditional call centre measures and benchmark our performance against measures that will provide insight on where we are not adding value and where we are outperforming within our sector.”
Contact centre strategy manager.
“Using Bright to benchmark helps give an impartial assessment of our business. The Bright review drives continuous improvement plans designed to further enhance the service provided to our customers.”