Webhelp a organisé le 12 janvier 2012 un petit-déjeuner sur le thème : “Customer delight, au-delà de la satisfaction client”.

Webhelp a organisé en partenariat avec le magazine Relation Client, un petit déjeuner sur le thème : « Customer delight : au-delà de la satisfaction client », le 12 janvier au Four Seasons Hôtel George V.

« Enchanter le client, c’est savoir le surprendre en devançant ses demandes. Avec pour résultat un client fidèle et véritable ambassadeur de la marque »

Des responsables de services clients et marketing tout comme des chefs d’entreprise sont venus comprendre comment passer de la satisfaction client à l’enchantement, comment mettre en œuvre le customer delight et placer l’expérience client au cœur de son organisation, connaitre des illustrations et des exemples de mise en œuvre réussies.

Ils ont pu découvrir l’enchantement client appliqué à l’hôtellerie de luxe grâce à Jean-Pierre Soutric, VP du groupe Four Seasons Hotels & Resorts, l’expérience client telle que vécue chez Fedex avec l’intervention de Jean-Marc Dupont, DG Customer Experience EMEA chez FedEx . Etienne Turion, directeur de Business unit chez Webhelp a donné un cadre théorique ainsi que des exemples opérationnels.




HEROtsc glad to belong to Glasgow

HEROtsc centre opened with 800 staff and the promise of more jobs to come.

Glasgow's newest employers today (Monday April 16) officially opened their state-of-the-art contact centre in the city and vowed in time to bring 900 jobs to their Atlantic Quay site.

HEROtsc, Scotland’s leading customer management company, announced last month that they were coming to Glasgow after expanding their contract to provide sales and service support to Sky.

Four weeks after that announcement Steve MacDiarmid, Sky Director of Customer Sales with HEROtsc CEO David Turner, cut the ribbon of the new site as HEROtsc staff officially started handling calls for the client.

By the time shift patterns are fully established this week 800 HEROtsc staff will be on site. However these numbers are set to grow as HEROtsc steadily ramps up the work done in their three-floor site in Glasgow’s Financial District.

Looking to the future, HEROtsc Chief Executive David Turner said: “I am delighted that we have managed to get this site up and running just a month after we announced we were coming here.

“It is a fantastic achievement to have 800 staff working here so quickly.

“However the site here can accommodate more and we are now actively recruiting to add another 100 or so staff in the next six to eight weeks.”

We’ve got a long and successful history of working in Scotland so we’re very pleased to be partnered with HEROtsc to open this new customer centre in Glasgow – Steve MacDiarmid, Sky

Steve MacDiarmid, Director of Customer Sales, Sky said: “We’ve got a long and successful history of working in Scotland so we’re very pleased to be partnered with HEROtsc to open this new customer centre in Glasgow. Providing first class customer service is of utmost importance so we’re very happy this site is opening to help maintain our excellent standards.”

Founded in Rothesay in the mid 90s with only seven employees, HEROtsc are now one the UK’s biggest in their sector.

Glasgow is now their seventh Scottish site, joining Rothesay, Greenock, Dunoon, Kilmarnock, Aviemore and their HQ Falkirk. They also have three major centres in England in Warrington, Dearne Valley (Rotherham) and Derby, which opened in January. 

Current UK employee numbers are almost 5500 with over 3000 in Scotland. Both figures are scheduled to grow through 2012.

We are delighted to be based in Glasgow and bringing jobs to Scotland’s biggest city – David Turner, HEROtsc

Glasgow is the fourth HEROtsc site to work on HEROtsc’s expanding Sky contract – joining Falkirk, Greenock and their recently opened facility in Derby – and David Turner welcomed his company’s strengthening relationships with this and other blue chip clients

He explained “We now have long-term strategic partnerships with Sky and Vodafone which underline our growing strength in the UK customer management sector and augur well for the future.

“We are delighted to be based in Glasgow and bringing jobs to Scotland’s biggest city.

“I can promise our new employees they are joining a company which will offer them every opportunity to maximise their talent.

“We believe in giving our staff every chance to show exactly what they are capable of. We want to make sure our employees think of HEROtsc as a career, not just a job and have a series of in-house training and development courses – right up to Management University level - where we want to groom and nurture our managers of tomorrow.

“We look forward to our Glasgow site becoming an increasing vital part of the HEROtsc network”.

Webhelp premier centre d’appel certifié PCI-DSS

Webhelp annonce la certification PCI-DSS d'un environnement hautement sécurisé, destiné à ses clients souhaitant se mettre en conformité par rapport au standard PCI-DSS de protection des données de carte bancaire.

Cette plateforme permettant la gestion des activités de réception et d'émission d'appels, s'appuie sur un ensemble de technologies assurant un niveau optimal de protection des données de carte bancaire des clients.


Le dispositif PCI intègre également des processus de gestion strictes concernant toutes les parties impliquées dans la gestion d’un plateau de relation clients : Equipes IT et sécurité, équipes ressources humaines, équipes formation et équipes de production.



Le standard PCI-DSS, composé de 12 clauses regroupant plus de 200 exigences et 1400 points de contrôle, s’applique à toutes les organisations qui traitent, stockent ou via lesquelles transitent des données de titulaires de cartes.