Start of Make Young People Your Business Week marked by new opportunities

Webhelp UK has announced the creation of 70 new jobs for people who havenÂ’t previously been able to reach the first rung of the jobs ladder.

The jobs form the expansion of the companyÂ’s Customer Experience Academy, and will be based at their Glasgow customer experience centre, ensuring that Make Young People Your Business Week gets off to a positive start. Following a successful pilot scheme earlier this year, Webhelp UK is rolling the skills initiative out across its estate.

Minister for Youth Employment Angela Constance said:

“Make Young People Your Business Week is all about selling the benefits of taking on an enthusiastic young person to our employers and what better way to get it all started that the announcement of 70 fantastic opportunities for our 16 to 24 year olds. Webhelp UK clearly need no convincing that young people are the future of their business, but in order to support more young people into jobs, we need more employers to come on board with the idea that the younger generation can aid their economic growth.

“Webhelp UK is just one of the many employers I have come across that are fully engaged and recognise the benefits of bringing in young employees. While our youth employment figures are moving in the right direction, we need more businesses to step up and give our talented young people the chance to shine.”

Webhelp CEO David Turner added:

"We launched the Customer Experience Academy as a pilot project a few months ago and now have 137 people in employment with us who have been through this process. These team members are now thriving in their employment with us at Webhelp UK.

"With a rapidly expanding business throughout the UK we are in almost constant recruitment mode. 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. The pilot scheme proved this to be the case and we have decided to roll the Customer Experience Academy out across our estate including 70 places in Glasgow.”

Webhelp CEO David Turner with the CEA Team

Background

Webhelp UKÂ’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. The Webhelp UK trainees complete a five week work skills course - with a job interview at the company on completion. Those who make it through are 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 traineesÂ’ gain a recognised Customer Service qualification, which will 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 company also participated in the Scottish personal development programme, The Recruit earlier this month and has employed two young people at its Glasgow centre.

Make Young People Your Business Week consists of a series of events and announcements aimed at raising awareness amongst employers of the economic value of taking on a young person. Interested employers can follow the Twitter account @MYPYB and the hashtag #newtalent will be used throughout the week.

Skills Development ScotlandÂ’s ourskillsforce.co.uk provides information to employers on the skills support available from the public sector in Scotland. The Make Young People Your Business area of the site brings together online advice to help employers recruit and develop young people.

 


Webhelp UK helps give Warrington Primary School a Green Makeover

Green-fingered volunteers from Webhelp UK in Warrington have helped transform and create a childrenÂ’s garden at Chapelford Village Primary School in Great Sankey.

Mark Stringfellow and Jeff Strange, who are both based at Webhelp UK on Dalton Avenue in the town gave up their afternoon to spruce up the schoolÂ’s garden and install new flower beds. Mark has worked for Webhelp UK in Warrington for over four and half years and Jeff has been with the company for three years.

The school garden day was organised by Webhelp UK Ambassadors, who are the voice of the team across the Warrington site.  They support their colleagues by managing working relationships and take a creative approach to work and problem solving on keys issues to help make the site a better place to work.

Local charity fundraising is part of the role that Webhelp UK Ambassadors take on at each of the companyÂ’s sites around the UK.

Webhelp UK was created following the acquisition of Webhelp UK by Webhelp Group in February 2013, which formed one of EuropeÂ’s leading independently-owned customer experience companies.

Hannah Espley, lead Ambassador for Webhelp UKÂ’s Warrington site, said: "WeÂ’re so proud of Mark and Jeff for representing Webhelp UK in such a positive way.  They worked extremely hard and achieved fantastic results by transforming the schoolÂ’s garden.

“WebhelpÂ’s support of the Chapelford Village Primary School garden project really demonstrates our continued commitment to supporting the local community.  The school are already enjoying their new garden and have thanked us for our help.”


Dearne Valley Superheroes raise over £800 for Sheffield Cancer Charity

A group of customer experience experts from Webhelp UK in Dearne Valley have raised over £800 for the Weston Park Hospital Cancer Charity in Sheffield, as part of a special fundraising day.

The Webhelp UK team, who are based at Adwick Park near Rotherham, dressed up as their favourite superhero for the day, sold homemade cupcakes and set up a hoopla challenge with raffle prizes to help support their chosen local charity.

The Webhelp UK team wanted a fun way to raise money so decided to swap their usual work clothes for fancy dress costumes, including Mystique from X-Men, He-Man, the Incredible Hulk and Super Girl.

The day was organised by Webhelp UK Ambassadors, who are the voice of the team across the Dearne Valley site. They support their colleagues by managing working relationships and take a creative approach to work and problem solving on keys issues to help make the site a better place to work.

Local charity fundraising is part of the role that Webhelp UK Ambassadors take on at each of the companyÂ’s sites around the UK.

Webhelp UK was created following the acquisition of Webhelp UK by Webhelp Group in February 2013, which formed one of EuropeÂ’s leading independently-owned customer experience companies.

Danielle Newton, lead Ambassador for Webhelp UKÂ’s Dearne Valley site, said: “Our team really pulled out all the stops to make sure the recent fundraising day was lots of fun and involved as many of the team as possible.  Everyone made a real effort with their costumes and there were prizes for the best dressed male and female.

“We’d like to offer our huge thanks once again to everyone for taking part and for helping raise such a significant contribution to such a worthy local cause.”


Working in Harmony helps Customers get the Answers

Webhelp UK CEO David Turner talks to Derby Telegraph about the key factors that drive customer satisfaction and bestow organisations with a competitive edge. David highlights the importance of multi-channel service with an omni-channel approach - how this can be beneficial for business while meeting and exceeding customer expectations. Click through to read the article.


Webhelp UK Shortlisted for Six Top Industry Awards

Webhelp UK has been shortlisted for six accolades in three top industry award programs: Customer Experience Awards (CEA), Customer Contact Association (CCA) Excellence Awards and the European Call Centre & Customer Service Awards (ECCCSA) 2013.

Three of Webhelp UKÂ’s customer experience specialists have now been shortlisted in four out of five categories in the Customer Experience Awards 2013, including Insight & Feedback for Discovery Labs – a pioneering new approach to staff training and development, based around science and experimentation.  Shortlisted categories also include Customer Experience Professional of the Year, Customer Experience Team of the Year and Large Contact Centre for its Derby site.

The Customer Experience Awards recognise successful innovation in developing and enhancing both the satisfaction of clients and customer experience.  The winners will be announced at an awards ceremony on 17th October at LondonÂ’s Grand Connaught Rooms.

A member of the Webhelp UK team has been shortlisted for the title of Professional of the Year - Team Leader at the CCA Excellence Awards which will be held on November 13th at a yet to be confirmed Scottish location.

Webhelp UK has also been shortlisted for the Best Innovation Strategy Award for their Discovery Labs at the European Call Centre & Customer Service Awards which will take place at Hilton Park Lane in London on October 2nd.

To qualify for the shortlists, Webhelp UK created and delivered presentations to the judging panel and awards organisers, detailing the different methodologies they had designed.

Shortlisted categories:

CEA Insight and Feedback – Discovery Labs - Anton Manley, Client Director.

CEA Customer Experience Professional of the Year - Zoe Bateman, Customer Experience Manager, Dearne Valley.

CEA Customer Experience Team of the Year- 212 Experience - Mark Ross, Client Director, Dearne Valley.

CEA Customer Experience - Large Contact Centre - Anton Manley, Client Director.

CCA Awards Professional of the Year - Team Leader - Michael Whitsed, Operations Manager, Falkirk.
ECCCSA Best Innovation Strategy- Discovery Labs - Anton Manley, Client Director, Falkirk.

ECCCSA Customer Service Business Leader of the Year - Anton Manley, Client Director, Falkirk.

 

 

 

 

 

 

 

 

 

 

David Turner, CEO at Webhelp UK, commented on the commendable merits of the team, saying:

“It’s always a privilege and a pleasure to see fantastic results like these being produced by the people of this company, and that in itself is worth its weight in gold.”

“These national awards recognise and reward team members who go that extra mile in their day to day work.  The dedication and quality of our team, right across the UK, is what sets us apart as a business.”


Transform your Business with a Customer Focussed Approach

Webhelp UK CEO David Turner speaks to Professional Outsourcing magazine about how a shift towards more customer-focussed outsourcing can help transform businesses.

"Today, we live in a more enlightened world. Ninety per cent of organisations now see the drive for customer satisfaction as intrinsic to their strategy and 63% view customer experience as a commercial differentiator. Recognising that customer management operations drive the customer experience, they are looking to outsourced service providers (OSPs) to add value rather than reduce cost."

Click here to read the rest of David's article in Professional Outsourcing Magazine's Thought Leadership section.


Solving for Segmentation on #CXO Twitter Chat

This week's #CXO Twitter chat was all about customer segmentation and how traditional methods of lumping cutomers together to form target audiences is no longer the answer. Various industry experts joined in the discussion, debating topics like analytics and real-time market segmentation, customer experience personalisation and privacy issues as well as the role of social media in segmentation. We've created an infographic using the questions asked, our tweets and retweets (below). You can also view the entire chat and the input from all participants at IBM's Big Data hub here