Bright was founded in Sweden in 2000. We specialise in helping companies with a high level of customer contact to develop and manage their customer relationships across Europe.
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Bright have two business units that complement each other. A consultancy practise and a benchmarking business with our leading product the Bright Index. The consultancy practise focuses on development and improvement of call centres and other service units. The starting point is always customer interaction and how it can be improved and handled more efficiently.
Bright index is produced twice a year, delivering key performance indicators of call centres in different industries. The results form a platform for participants’ target setting and improvement plans. The end goal is to significantly improve their competitive edge.
Increasing your weaknesses?
The best way to increase your weaknesses is to not know what they are!
It’s one thing to follow-up and compare your own figures for call duration, abandoned calls, service levels etc., month after month. But what does this say about your competitiveness? What level is acceptable? What level is good? How good are the competitors, or how bad?
Bright Index - twice a year
We measure and follow 50+ key performance indicators for a large number of call centres in different industries. The results are presented in March and September every year.
By participating in Bright Index you will have a unique opportunity to:
- Continuously measure yourself against peers
- Analyse areas for improvement and their potential
- Continuously follow-up your actions and your position.
We optimize call centres
To compete successfully you have to be better than the competition on most of the indicators below. It´s as simple as that.
Do you know how good or bad your competitors are? We know. We also know how you can identify your critical business weaknesses and help you prioritise and remedy them. So you don´t lose money...
7 great ways to lose money
1, Long hold times
2, High cost per contact
3, Low closure rate
4, Low call resolution
5, Low self service rate
6, Low utilisation of agents’ time
7, High level of sick leave & staff turnover
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