Webhelp volunteers donate 300 hours to local causes

Customer experience professionals from across Webhelp’s UK sites have been giving up their time for local causes and organisations.

Donating a grand total of 300 hours for Webhelp’s community volunteering day, a number of teams took part in the initiative.

In Dunoon, a team of six customer experience professionals transformed the garden at Clyde Cottage Nursery. Putting their green fingers to good use, the volunteers painted fences, garden furniture and gave the garden’s flowerbeds some TLC.

At Webhelp’s Dearne Valley site, volunteers gave up their time to help out at a local sports event. The Federation of Disability Sports Organisations’ Junior Deaf athletics Championships were held at Doncaster’s Keepmoat Stadium and more than 200 athletes between eight and 16 took part.

In Falkirk, a team of ten volunteers helped renovate the garden at local school, Carrongrange. Not afraid to get their hands dirty the team got stuck into everything from weeding to painting benches.

Five members of Webhelp’s Rothesay team were busy outdoors as well, working hard in the grounds of Rothesay Joint Campus. 

Local contribution and voluntary service has long been a key element of Webhelp’s culture with staff actively encouraged to get involved in a range of charitable and fundraising activities. Each Webhelp site has appointed charity ambassadors who are responsible for organising and co-ordinating activities. 

The recent community volunteering day was a first for the company who is looking to get even more team members involved next year. 

Glyn Beech, Head of Safety, Health and Environment at Webhelp UK, is responsible for coordinating charity activity across the company’s UK sites. Commenting on the hours donated by Webhelp volunteers across the country, Glyn said:

“Webhelp has always encouraged its team members to spend time locally and give back to the communities where we are based. Our teams get a lot out of the volunteering and the feedback we have had from local organisations and charities has been fantastic.

“300 voluntary hours donated is fantastic and we hope to build on this in the coming year.”


The message, not the medium

The face of customer engagement is constantly changing. Although traditional forms of communication still play a predominant role in conversations between companies and their customers, they cannot be offered in isolation.

People now expect to be able to contact companies through multiple channels; switching between them at their convenience. And, while many businesses have developed new channels in response to customer demand, many still fall short of delivering effective customer support through them.

Our recent survey results found

  • Just 15% of the UK’s leading companies responded to tweets from customers
  • Nearly nine in ten (88%) of customers said they had been frustrated by inconsistent information across channels

More than anything, while companies are offering more and more customer communication channels, many are failing to take advantage of their potential by focusing too much on the medium, and not the message.

It’s no longer enough to just provide more channels, these channels have to offer an effortless stream of communication – the ‘omni-channel’. The end result is a smooth and more satisfying customer experience which, for companies, can convert into sales, repeat business and loyalty. Done well, it can also improve efficiency and deliver significant cost savings.


Businesses continue to fail to realise social media potential

Businesses are still not realising the potential of social media and other new channels to engage with their customers, by not responding to their enquiries quickly enough or at all, according to a new report from Webhelp UK.

The customer experience solutions provider’s ‘Connected Customers’ report found just 15% of the UK’s leading companies responded to tweets from customers during a secret shopping exercise carried out by the company. In addition, more than two thirds (64%) of businesses took longer than an hour to respond.

The report, which also polled more than 2,000 UK adults found this lack of meaningful social media engagement means just 10% of people use Facebook, Twitter or mobile apps to make complaints.

Close to two-thirds (62%) of customers said they preferred to make formal complaints by email, while despite the opportunity to vent online, 46% said they would rather pick up the phone to share their frustrations.

When it comes to general enquiries, more than three-quarters (84%) of people would rather communicate by phone, however this falls to 69% for under 35’s. One-fifth (20%) of people under 44 also said they expected companies to provide them with a web chat facility.  Yet just 13% of companies provide this service.

David Turner, Webhelp UK CEO, said:

“Our report clearly demonstrates that the face of customer engagement is constantly changing. Although traditional forms of communication still play a predominant role in conversations between companies and their customers, they cannot be offered in isolation.

“People now expect to be able to contact companies through multiple channels; switching between them at their convenience.”

“However, our report suggests while many businesses have developed new channels in response to customer demand, many still fall short of delivering effective customer support through them.

Nearly nine in ten (88%) of those asked also said they had been frustrated by inconsistent information across channels, pointing to failures in the management of big data, which can be a valuable tool in building profitable customer relations.

David Turner, concluded:

“More than anything, our research suggests while companies are offering more and more customer communication channels, many are failing to take advantage of their potential by focusing too much on the medium, and not the message.

“It’s no longer enough to just provide more channels, these channels have to offer an effortless stream of communication – the ‘omni-channel’.

“The end result is a smooth and more satisfying customer experience which, for companies, can convert into sales, repeat business and loyalty. Done well, it can also improve efficiency and deliver significant cost savings.”

In a separate survey of customer experience professionals, carried out by Webhelp UK to coincide with the YouGov poll, 95% of those asked said the integration of channels into an omni-channel was the most important issue facing the industry. Three-quarters (75%) also said better use of data on customer interactions was needed to improve customer experience.

The results of both surveys have been combined into a report which can be read here and an easy to digest infographic can be found here.


Webhelp UK’s innovation labs

Jim Findlay, Business Solutions Consultant at Webhelp UK, discusses Webhelp's Discovery/ Innovation labs and capabilities in analytics. Jim talks about the company's methodology and the approach adopted in making the most of the insight process - data collation and generation, analytics, solution design and deployment.

 


Operational consolidation and language capability

For many organisations, consolidating their contact centre operations is a first step towards transformation of their customer engagement capability. The objective of consolidation must be to achieve a consistent global operation that follows a set of common processes. It must share common technology, be managed by a united team to meet business-wide objectives and report its performance against those objectives in a comprehensive reporting structure. It must respond to rapidly changing customer demands.

For most multi-national organisations, language presents the most significant barrier to consolidation. Let’s imagine, for the moment, that you are a global business serving, let’s say, forty or more countries around the world with diverse language requirements. You want to consolidate and you want to do so in locations that will give you both longevity and cost efficiency. Where do you go?

By contracting with an OSP that has true international reach, it becomes possible to transfer much of the risk associated with consolidation. Outsourcing commits you to no physical infrastructure or employment contracts, you are free to move as global situations change and, in the context of a mature and strategic outsourcing partnership, you can expect your OSP to keep your location options open.

However agile your OSP is, sourcing multiple languages in only a handful of global locations is a considerable challenge. Creating a matrix of language scalability and requirement helps decide optimum locations and narrow down your OSP choice based on language capability in combination with other key factors like demand optimisation, omni-channel capability, and delivering actionable insight from customer data.

More on consolidation and language capability in this white paper.


Webhelp UK to invest further in Derby

In light of its latest client win, customer experience firm Webhelp UK's ongoing plans to further develop its office in Derby's Pride Park have not gone unnoticed. Webhelp UK CEO David Turner was interviewed by the Derby Telegraph earlier this week about the company's new client and what the partnership means for the local community.

Click on the image to enlarge, or click through to this link to read the article as published by the Derby Telegraph.

Webhelp UK to further invest in Derby after winning EE partnership


The art of omni-channel retailing

Retailers often ignore the need for a seamless omni-channel customer experience, focussing on upselling and cross-selling rather than the customer journey across channels. Following up on this article, which demonstrates why customers are unhappy with the service provided by most retailers, we've created an infographic highlighting the benefits of operationalising omni-channel strategies.

Click here to download infographic (PDF)

Guide: Operationalising omni-channel strategies (PDF) 

 

 

Infographic on customer experience in the retail sector


Webhelp receives Healthy Working Lives Silver Award

Webhelp UK in Kilmarnock has been awarded a silver accreditation from the Scottish Centre for Healthy Working Lives.

The customer experience professionals were recognised for their significant contribution to improving workplace health and wellbeing. 

The Scottish Centre for Healthy Working Lives seeks to create a healthier, safer and more motivated workforce for Scotland. It believes that a healthy workforce makes for a healthy business.

Webhelp Kilmarnock has a 550-strong team. Since February 2013, the site has introduced a range of initiatives to promote best practice and to highlight the importance of leading healthy lives. It is the first Webhelp site to receive the commendation, after achieving its bronze award in 2013.

Webhelp has introduced ‘Fruity Fridays’ and the option for colleagues to have their blood pressure checked. Webhelp also launched its first health fair for employees and a newsletter promoting healthy eating, the benefits of physical activity and the importance of looking after their mental health.

Webhelp UK Kilmarnock wins healthy working lives silver awardCommenting on the achievement, Healthy Working Lives Programme Assessor, Elaine Cooper, said: 

“Webhelp Kilmarnock have taken advantage of every opportunity to support the workforce in healthy living and have demonstrated that employers can take action that has a positive impact on health even in challenging circumstances.”

HR Business Partner at Webhelp UK, Lisa Huggins, said: 

“We are continually amazed by our people’s engagement. Keeping healthy at work is important, and can make a big difference to your lifestyle.

“The Kilmarnock wellbeing programme aims to ensure all staff are better informed and are aware of the support available to them with regards to health and wellbeing in the workplace.  Providing health information, as well as fun and engaging activities for employees to take part in, has really benefited the site and achieving the Silver Award goes a long way to recognise this.”