Old Mutual Wealth Announced as Top 25% Performer in Bright Index

A recent update of Europe’s leading bespoke customer service benchmarking survey, the Bright Index, has announced investment company Old Mutual Wealth as one of its top 25% performers.

Each year up to 100 companies benchmark their contact centre performance against 60 key metrics, with an average one million calls per participating company used to form the basis for the analysis. This analysis has uncovered the improvements of  Old Mutual Wealth.

Their team 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.

“We are delighted with the recent Bright Index benchmark results. This pays testament to our commitment to customer service excellence and the passion and drive our Customer Service and Support teams have in delivering on this,” said Anthony Scammell, Service Development Director at Old Mutual Wealth.

Old Mutual Wealth adopted an innovative customer hub approach enabling them to better service telephony and email interactions and enhance the level of service across the business.

“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”, says Mats Rennstam, Managing Director at Bright UK.

“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.

“Old Mutual Wealth has demonstrated they have a firm grasp on delivering excellent customer service in an efficient and cost effect manner.”

For more information about Bright, please visit their website.