Royal seal of approval for Webhelp UK

Webhelp UK Dearne Valley receives official visit from the Duke of York.

 

The South Yorkshire centre has been a part of the Webhelp UK network since 2004 and employee numbers there have virtually trebled in the past eight years.

Over 830 staff now work there for clients such as Vodafone, E-on and Office Depot and a number of employees had the chance to meet and chat with our VIP visitor as he toured the site – regularly stopping to chat en route.

Welcomed by Sunil Kant Munjal, Webhelp UK Chairman and escorted round the site by company CEO David Turner, the Duke was keen to speak to as many staff as possible and learn many aspects of the job.

The Royal visitor asked a variety of questions. “How long have you worked here” “What opportunities have you had to progress?” – the positive and confident answers explaining why the site continues to grow with an ongoing recruitment and training programme to bring new jobs to the area.

The fact that the Duke of York stayed well over his allotted time and spoke to so many of our staff underlines the positive impression they made with him. - David Turner, CEO

At the end of an informative visit, His Royal Highness unveiled a commemorative plaque and had words of encouragement and praise for the staff he had met.

His Royal Highness visited Webhelp UK following an invitation extended by Sunil Kant Munjal, Webhelp UK Chairman, during The Duke of York’s Diamond Jubilee visit to India in May of this year..

David Turner was delighted at the visit and the response from His Royal Highness.

“The Duke of York had a busy diary on the day – with a number of different engagements in the area,” said the CEO. “The fact that he stayed well over his allotted time and spoke to so many of our staff underlines the positive impression they made with him.

“I was immensely proud of them all.”


Royal visit for Webhelp UK

HRH The Duke of York to visit Webhelp UK Dearne Valley Centre.

 

 

 

 

 

One of the UK’s fastest growing customer management companies is to receive a royal visit later this week.

The Duke of York, KG will visit the Dearne Valley (Rotherham) operation of Webhelp UK on Thursday (September 20) and learn more of the philosophies and innovative training programmes that have seen staff numbers on the site nearly treble in the past eight years.

His Royal Highness is visiting following an invitation extended by Sunil Kant Munjal, Webhelp UK Chairman, during The Duke of York’s Diamond Jubilee visit to India in May 2012.

When Webhelp UK took over the former T-Mobile site in 2004, staff numbers had dwindled to less than 300. Today the thriving South Yorkshire centre has over 830 employees working for leading trade names such as Vodafone, E.ON and Office Depot – with an ongoing recruitment and training programme to bring new jobs to the area.

Chief Executive Officer David Turner will escort His Royal Highness around the site on Thursday and he is proud of the company’s UK-wide growth in recent years – in particular the increasing role of the Dearne Valley operation.

I am confident that His Royal Highness will find his visit here both interesting and enlightening. We are proud of our achievements here – and determined to keep on the front foot. -  David Turner, CEO

“We are well aware of our importance to the community and are delighted that has been recognised by The Duke of York.

“In difficult economic times, we have managed to grow our business, from long-term strategic partnerships with blue chip clients and bring vital jobs here and across other areas of the UK.

“A large percentage of that recruitment is among 16 to 24 year olds, where there is great concern nationwide at the high level of unemployment in that age group.

“His Royal Highness is particularly interested in all aspects of youth training and employment and during his visit he will meet our Head of Youth Employability and be given an overview of our in-house training programme – our Customer Excellence Academy.

“The Duke of York will meet a cross-section of our staff - from senior managers to recent recruits and, I hope, be impressed by the can-do attitude and professionalism of all.

“I am confident that His Royal Highness will find his visit here both interesting and enlightening. We are proud of our achievements here – and determined to keep on the front foot.”

Webhelp UK is one of the UK’s leading customer management companies – with 5350 staff spread over 10 UK sites.


Social media in contact centres – a winners combination

Social media is now a key channel for delivering excellent customer experience.

Andrew Merrick, Digital Analyst

The social media revolution

In life there will always be winners and losers, those who embrace change and those who have to be dragged kicking and screaming towards it. Historically, call centres have relied on the telephone as their preferred method of customer engagement and interaction and it’s been the main source of influence on brand awareness and customer satisfaction: how last century.

65% of consumers now believe that social media is a far better way to communicate with businesses rather than through the traditional call centre routes on offer. – information from Fishburn Hedges & Echo Research.

Fast forward to 2012 and the phenomenal rise of social media, and have a look at recent figures. According to a study by Fishburn Hedges & Echo Research, a staggering 65% of consumers now believe that social media is a far better way to communicate with businesses rather than through the traditional call centre routes on offer.

Sure, everyone’s starting to take notice, but too few are engaging properly with social media outside of global giants like Avaya (Link), which has recently introduced mobile and social features into their software.

Social media customer service: the facts

So why use social media in a call centre? Consumers are spending 22% of their time on social sites, and are becoming increasingly vocal online about their day-to-day life, including their experiences with call centres. A website set up by Fonolo – onholdwith.com – pulls live tweets from customers who are complaining they’re “stuck on hold” as a way of amplifying the need for businesses to become more aware of social as a viable contact method.

62% of consumers have used social media for customer service issues. – information from Zendesk

It’s important to remember that we live in a multichannel age, and it’s fast becoming the norm for consumers to expect companies to engage with them on their chosen platform of communication first time round.  So it seems reasonable to acknowledge that, according to recent research, 62% of consumers have used social media for customer service issues (Zendesk).

This change in consumer behaviour making online or social the first point of contact before resorting to phoning is already great news for call centres and their clients. It could potentially make huge in-roads into lowering call volumes by dealing with the most common queries through social used in combination with an online knowledge base.

Social media savvy consumers are demanding a superior service niftily delivered and to the touch point of their choice.

Another contributing factor to consumer’s high levels of service expectation is smartphone adoption. There are approximately 5 billion mobile phones in the world, 1.08 billion of which are smartphones.  Surely the convenience of posting on a Facebook page, or sending a tweet, outweighs the rigmarole of IVR and waiting in a queue?

Astonishingly though, only 29% of complaints on Twitter were responded to, but reassuringly 83% of complaints on Facebook are liked when a business responds expediently.  This clearly demonstrates that increasingly social media savvy consumers are demanding a superior service niftily delivered and to the touch point of their choice.

Social media won’t kill the call centre

Social media shouldn’t have the industry quaking in its boots and it categorically doesn’t spell the end for call centres. It is already proven that they can work symbiotically.

Social networks can be used to schedule call backs with customers to resolve difficult or complex issues, whereas simple private messaging can be used to resolve less complex issues. Another way to optimise service would be to use SM as a broadcast platform, for instance, to inform and update customers on say a system outage. Businesses should be embracing these online interactions and transforming them into a positive experience for their customer base and a cost saving exercise for their clients, rather than adopting a nervous twitch at the thought of change.