Webhelp UK signs up Vodafone executive

Jonathan Dryland joins our executive team as Director of Planning, Performance and Change for Vodafone.

 

 

 

 

 

No stranger to the mobile phone sector, Jonathan previously spent eight years working for Vodafone UK in its Retail Operations teams, running major change programmes, including the introduction of Concept Stores.

He also led a transition for the company’s retail units from sales-only to full sales and service function.

"Jonathan’s breadth of knowledge with the company provides us with genuine insight, which we can use to shape and tailor an even stronger customer service experience." - David Turner, Chief Executive Officer

Jonathan said: “Both Webhelp UK and Vodafone UK have a shared value of putting customer experience at the heart of everything they do. Working in the retail arm of the business allowed me to develop an understanding of the Vodafone customer and I’m hoping to put that knowledge to use by creating even more focussed, customer-led approaches at Webhelp UK.”

Webhelp UK CEO David Turner commented: “Jonathan’s appointment further strengthens our Vodafone UK account. We have hundreds of team members across the country providing the highest levels of customer service on behalf of Vodafone UK. Jonathan’s breadth of knowledge with the company provides us with genuine insight, which we can use to shape and tailor an even stronger customer service experience.”

To find out more, read the story on CallCentreClinic.com


The Big Interview with David Turner

The Big Interview by Call Centre Focus reveals insights from leading figures in the customer solutions industry.

 

Our CEO David Turner became the most read Big Interview of 2012.

Here's another chance to read the interview

As CEO of Webhelp UK, David Turner is the driving force behind Scotland's largest customer management centre company. During his career he has also helped run Trinity Horne Consulting, and was an executive with M&S where he set up their home delivery service. Here he tells Call Centre Focus about his passion for people development – and his natural musical talent…

How did you get into customer service?

It hails back to my early days of employment at M&S, when I was a Glasgow store manager. It was then impressed upon me by the management team the importance of customer service within a store environment through ensuring the right products were displayed attractively and customers could make their selection and payment as easily as possible. It was at this time that I was told and still remember today the importance of ‘having a seeing eye and enquiring mind’. I then made the leap to the services environment when I was charged with building the M&S direct and online strategy. That took me into the realms of understanding the workings of contact and fulfilment centres and on-line retailing.

And how did you end up in your current role?

I left M&S to take up the role of MD of Trinity Horne Consulting – a business that specialised in driving efficiency in customer service centres and field engineering. Among its clients was TSC, as it was known in those days. I got to know the company pretty well and struck an affinity with the then management team. I was then introduced to the company’s shareholders and, when the HERO Group bought the company in 2007, I was invited to take over the role of CEO.

How has the industry changed since you’ve been involved in it?

It all boils down to the analogy of understanding that customer is king. We’ve moved away from what was a commoditised business that delivered satisfaction to gaining insight on what drives customers’ beliefs and values so that we can offer a fantastic experience. Without doubt, the biggest change is the role that data plays in the way we do business. We are privileged to have many millions of conversations with customers, but it’s crucial that we collect and more importantly analyse that data to provide solutions that promote improved customer experience – when we get it right we can truly differentiate our offering.

What is your greatest achievement?

In my work life, it’s transforming Webhelp UK into a business that delivers truly robust customer solutions. In the past two years, the business has more than doubled in size (from 2,000 employees to 5,500). I consider it a major achievement to be able to offer the people who come into this industry sustainable, worthwhile employment with real opportunity for career progression.

From a personal point of view, I share with my wife, Sue, another major achievement - watching our three children growing up to become responsible adults who are realising their full potential. That gives me more pleasure than any business accomplishment. They are so alive to new ideas, and change is part of their everyday agenda, which has truly inspired me.

What is your biggest regret?

Rather than reflect on things, I prefer to concentrate on moving forward. In truth, there will have been set-backs in my career, but I’ve never considered them regrets. Instead, I’ve used them as learning opportunities to improve myself and my abilities and look to the future.

What is the best thing about your job?

As CEO, I am, of course, responsible for driving revenue and profitability. What motivates me is to explore the changes we need to introduce in order to develop the talents of the people in this business. Meeting and chatting to people who are fulfilling and optimising their career potential is so rewarding and is where I get my ideas on what we need to do better. In my job, I’d say it’s more important developing people and being an agent for change. Get that right and you will achieve the financial targets.

Who has had the greatest influence over your life or your career?

I can’t pinpoint a single individual. I do, however, look back to my secondary school education, when there were two or three teachers who encouraged me to consider university and pushed me to increase my learning and to experience the many challenges that presents.

Which companies do you admire and why?

Within the customer services industry, it must be Amazon. They do what it says on the tin. Whenever I’ve shopped with them, it’s been a positive experience. On the rare occasion when things go wrong, they mend it really quickly. They make their people accountable for my experience as a customer. When dealing with them, it feels as though customer service is driven from the top, and cascaded throughout the organisation.

On the product front, I’m a devotee of Apple. Its products are intuitive, modern and innovative - which resonates with my approach to life.

By the nature of my work, I travel the world frequently, which means staying in many hotels. The hotel group that always stands out for me and is head and shoulders above the rest is Ritz Carlton. It doesn’t matter which hotel I go to in which part of the world. They seem to know who I am without asking the question. Staying there is like living in my own home – and it’s so unobtrusive.

What do you do for fun?

I golf – although I’m unable to devote as much time as I’d like to the fairways. I’m also an avid reader – and like nothing more than dining in nice restaurants with my wife, Sue.

Tell us one unusual thing about yourself.

Living in Scotland and heading a Scotland-headquartered company with seven Scottish sites, everyone associates me with everything Scottish. I was, however, born in England – and played rugby for Scotland at under-19 level. I also have a good ear for music and am fortunate to have the ability to pick up a musical instrument and play some notes. I recently purchased a clarinet and am trying desperately hard to play it. To date, I’m self-taught – but have just signed up for a course of lessons.

Name one thing you couldn’t live without.

My mobile phone! I’m of a generation old enough to remember when the first mobile phones came out, and you needed two hands to pick it up. On the rare occasions I’m without it, I feel completely naked.

What keeps you awake at night?

Having grown the Webhelp UK workforce from 2,000 two years ago to 5,500 today, the enormity of the decisions we make cannot be underestimated. 5,500 families depend on my team and me getting those decisions right. Our employees’ jobs are not about enabling them to have a second car or second foreign holiday. Those jobs are about allowing them to pay the mortgage and feed and clothe their children. I never lose a sense of responsibility for the people who work here.

 


CEO David Turner reports Webhelp UK operating profit up 117% in 2012

Webhelp UK is well placed for further growth and expansion in 2013, despite operating in a harsh economic environment.

 
The business saw a surge in profit and a healthy rise in turnover in the year to March 2012. Turnover moved from just over £63million in 2011 to just under £82million in 2012 and operating profit increased from £4.1m to £8.9m.

"We have performed strongly in difficult times, demonstrating year-on-year growth.” – David Turner, Chief Executive Officer.

The strong results were largely driven by the development of new accounts and solid growth within our existing client base. Alongside this, the business improved efficiency through economies of scale, which enhanced the underlying profit margins.

  • 30% increase in turnover to £82m from £63m

  • 117% operating profit increase from £4.1m to £8.9m

  • Employs 6000 team members across nine contact centres – a 33% increase in employee numbers in 12 months

Product innovation has been a key focus for Webhelp UK, which will provide the business with cutting edge solutions to drive continued growth. A key product launched in 2012 is our Smart Solution offer, which has been warmly received by our client base.

"With £11.2m in capital investment having been spent or planned across 2012 and 2013, the platform for further growth is strong." – David Turner, Chief Executive Officer.

To meet increasing client demand, we opened a 1200-strong centre in Derby on behalf of Sky in February and an additional site in Glasgow in April.

David Turner commented: "We have performed strongly in difficult times, demonstrating year-on-year growth. Over the past 12 months we’ve made significant improvements to the business, both in terms of how we’re structured and the quality of product we’re delivering. For example, we’ve developed a Smart Solutions product offer to customers, which is providing us with the cutting edge to provide better results for our clients and differentiate us from  our competitors. This innovation in our business has continued post March 2012 and will have a long-term positive impact on our business.

"The full benefits of the two sites we opened earlier this year, in Derby and Glasgow, are still to be reflected in the company's performance. With £11.2m in capital investment having been spent or planned across 2012 and 2013, the platform for further growth is strong.

“It is particularly pleasing to see the strong results reflected in job creation. We have seen a phenomenal increase in the number of team members we employ. Just four years ago we totalled 1800 staff, today this is now 6000. Importantly, the quality and professionalism of the teams we have is of the highest standard and our customer experience centers are performing outstandingly. Our clients can continue to look forward to that level of service and delivery as we head into 2013."