Webhelp UK wins Multi-Channel Photobox Contract

One of the UK’s largest customer experience companies – Webhelp UK – has won a significant new contract with PhotoBox, Europe's leading online digital photo service.

The new contract will see over 110 jobs created at Webhelp UKÂ’s Glasgow contact centre. PhotoBox has been working with Webhelp UKÂ’s parent company, the Webhelp Group, since 2006. The UK contract win is an extension of this relationship.

The UK based team will handle European customer management services across multiple channels including inbound calls, email and webchat.

The wide scoping contract is the first multi-lingual brief that the company has secured. This will result in recruitment of customer support specialists with native language skills. In total 12 different languages will be required including French, German, Spanish, Italian and Swedish.

The deal forms an important part of Webhelp UKÂ’s strategy for growth, which includes a focus on its multi-channel capability. Recruitment will begin immediately, with a view to the contract being operational by the beginning of August. 18 current PhotoBox employees in the UK will TUPE across to Webhelp UK.

Webhelp UK, which was formerly known as Webhelp UK was acquired by Webhelp Group earlier this year, creating one of the largest independently-owned customer experience organisations in Europe, with revenues in excess of 350m Euros, 33 centres employing 16,500 people.

Webhelp UK wins multi-channel photobox contractPhotoBox has over 24 million members and creates uniquely personalised products such as photo books, cards, wall decor, mugs and t-shirts through its online service. The company has built an active and extensive online community and prides itself on high quality products and great customer service.

Mike Purvis, Sales & Marketing Director at Webhelp UK said: “This is a great win for Webhelp UK as our strategy for growth gathers pace. This is a truly multi-channel, multi-lingual brief that will be a big boost to our UK operation.

“Our new ownership has presented a huge amount of opportunity for Webhelp UK. Glasgow is an international city, with a talented workforce, which will ensure that we’re able to recruit the right people with the right skills for PhotoBox.”

Helen Ellis, Customer Experience Director at PhotoBox said: “We’re really excited to be broadening our partnership further with Webhelp UK as they partner us in our European growth, providing a high quality extension to our in house Customer Support teams.”


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First Minister Welcomes 400 New Webhelp UK Jobs

Scottish Government release coverage of the First Minister's visit to Webhelp UK Glasgow. Watch interviews with Alex Salmond and Webhelp UK CEO, David Turner as the news of 400 new Scottish jobs is announced.


Just the job for Webhelp UK trainees

First Minister welcomes 400 new jobs alongside a Glasgow project that brings employment skills to job seekers.

First Minister Alex Salmond today visited the Glasgow offices of Webhelp UK, one of the UK’s largest contact centre companies, headquartered in Scotland, to welcome the announcement of 400 new jobs for Scotland.

Webhelp UK was awarded a £1.5m RSA grant from SDI Scotland to support the creation of 400 new jobs in Scotland, which will be a rolling programme of job creation over two years. See the interviews with the First Minister and David Turner, Webhelp UK CEO below.

The First Minister also saluted the pilot project of a jobs skills initiative – the Customer Experience Academy - that has brought employment to a category of the unemployed who couldn’t reach the first rung of the jobs ladder.

The First Minister met a group of Scottish qualifiers from the ambitious trainee programme.

Webhelp UK’s Customer Experience Academy gives vital additional pre-employment training to a growing number of job seekers who lack the necessary communicative knowledge to pass the standard entrance level of most employers.

Backed by Skills Development Scotland, the Webhelp UK trainees completed a five week workskills course - with a job interview by the company on completion.

Those who made it through are now not only employed full time by Webhelp UK, on a standard wage, but are also supported through a modern apprenticeship, which takes 12 months to complete.

In addition the trainees gained a recognised Customer Service qualification, which would assist them in finding a job with a variety of other employers should they wish to develop their careers with other organisations in the future.

The pilot scheme has been so successful that the company is looking to roll it out across its estate. Webhelp UK is also recruiting two managers to help lead the scheme across the UK.

As the First Minister congratulated the trainees from the pilot project, Webhelp UK CEO David Turner explained the driving force behind this company initiative.

"With a rapidly expanding business of over 6,000 people throughout the UK and plans to recruit 400 new team members in the next two years, we are in almost constant recruitment mode," said Turner.

"We noted that there were a growing number of candidates who didn't quite have the interpersonal skills to pass our recruitment tests. But they were only just failing. We felt that it wouldn't take much to get them over the line and once they were in employment, they would blossom.

"With that in mind we devised our Customer Experience Academy where would-be recruits came in for a five week course which would get these people work ready.

"We decided to launch it as a pilot project. We have 137 people now in employment with us through the scheme, 51 of which are located in our Scottish sites. Whilst we’re not able to track all of the graduates, we know that many are also gaining employment elsewhere, in retail for example, on the back of having completed the qualification.

"It is an initiative which can bring employment to a part of our society which desperately needs it and I’m very proud that we have been able to turn the pilot project into a nationwide campaign.”

First Minister said: “Four hundred new jobs across the central belt of Scotland is fantastic news. It means economic boosts in Glasgow, Larbert and Kilmarnock.

“In particular, it offers our young people enormous opportunities. I know Webhelp are keen to target young people for a large number of these jobs, in the hope they remain with the company for many years and are supported in their ambitions to learn and make progress. That is a long-term commitment providing long-term chances for Scotland’s young people and as such is a very welcome development.

“Already, they’ve begun to make a head start and have recruited the first 50 of these 400 new positions, with 350 more to come over the next two years, and I’m very pleased that £1.5 million financial support from Scottish Development International has been leveraged to help support this programme.

“In addition, the company’s creation of a Customer Experience Academy to equip young people with the skills they need for the world of work. Scotland has made big progress overall on youth employment but if we are to maintain this momentum we all need to work together. Webhelp UK’s academy is exactly the kind of initiative that will make a real difference in the months and years to come.

“Webhelp UK’s expansion is based on the success of their existing workforce across Scotland and provides further proof of the attractiveness of Scottish skills and Scottish staff to foreign investors.”

Anne MacColl, Chief Executive of Scottish Development International, said:

“Projects like this are exactly what RSA funding is intended to support –investment in Scotland’s economic growth and jobs for our people, in particular our young people.

“Alongside Skills Development Scotland, we’ve been working with Webhelp UK to support their efforts to expand the Scottish arm of the business. It’s very rewarding to see that support leading to a successful conclusion.

“We look forward to working in partnership with the company for many years to come.”


Webhelp UK creates 50 specialist jobs

Webhelp UK has created an additional 50 new specialist jobs to provide the latest innovations in customer experience management.

Webhelp UK have been recruiting Customer Engagement Specialists for their Derby centre in an expansion they hope will continue to grow.

In time these new jobs could grow to 200 staff members - taking numbers over the 1300 mark.

Unlike the vast majority of their colleagues across the nine UK sites, these new recruits will not be in touch with customers via the traditional phone call method. Instead these advisors will support customer enquiries via, email, webchat and social media platforms.

It is a clear indication of the direction Webhelp UK is taking since its acquisition by Webhelp Group, which is now the largest independently-owned customer experience organisation in the world, with revenues in excess of 350m Euros and 16,500 employees globally. 

Director of Strategic Accounts at Webhelp UK, Anton Manley, said: “This recruitment drive demonstrates the incredible success of Webhelp UK’s relationship with BSkyB. 

“We already have a 3000-strong team at locations across the UK offering assistance to Sky customers. We now have the opportunity to extend our support and provide a fully integrated multi-channel service to all our clients and their customers.

“I am delighted that we’re able to create jobs through expanding our multi-channel offering.”

Mike Purvis, Sales and Marketing Director commented: “The growing partnership between BSkyB and Webhelp UK underlines the bond between two organisations that are leading their industries with innovative offerings and a shared desire to offer an excellent customer experience across both traditional and emerging social and digital media channels.

“This is another important step in Webhelp’s determination to create a European customer experience innovator with multi-channel capability.”