Webhelp UK shortlisted for prestigious industry award

Webhelp UK, one of the country’s leading customer experience providers, has been announced as a finalist for the ‘Quality Monitoring Customer Focus Award’ at the UK Customer Satisfaction Awards 2015, taking place in London on 3 March.

This distinguished award recognises large scale businesses that have placed the customer at the centre of its operations, displaying a well communicated customer strategy and evidence of employee engagement in executing the plan. 

Webhelp has been nominated for its forward thinking approach after implementing the ‘212 Experience’ across its business –  a concept aimed at helping drive a change in culture.

Mark Ross, Client Director at Webhelp explains: “This framework takes its inspiration from simple science. At 211 degrees water is hot but at 212 degrees it boils creating steam which can power a locomotive. By applying that extra degree of effort you can achieve great success, which in this case is the ultimate customer experience. 

“Part of its principles is to encourage our people to treat customer service as an attitude not a department and to treat others as you would want to be treated.”  

To engage with its customer experience professionals, Webhelp took the team back to their roots, through a variety of sessions reminding them that they had the ability to improve the lives of  customers by providing them with a memorable experience.

As a result, 82% of associates feel they are now being coached around behaviours and not targets. 

The success of this framework was reflected in end of quarter results where 80% of customers who had a previous grievance signed up for future services. 

David Turner, CEO at Webhelp said: “As a team, we pride ourselves on delivering outstanding customer service and are constantly looking for ways in which we can up our game by championing industry leading techniques.  It is a great honour to be nominated for such an award reflecting the innovative approach of our business and the hard work of the 212 Team.”

The UK Customer Satisfaction Awards is run by the Institute of Customer Service – the independent, professional membership body for customer service. The awards recognise organisations and individuals that have implemented successful customer service strategies. 

Next year’s awards take place alongside the Institute’s industry-leading Annual Conference.


Charity Football Tournament Scores For Derbyshire Wish Foundation

A group of East Midlands businesses have come together for an annual charity football tournament, raising over £1,800 for local award-winning charity, The Maria Hanson Foundation.

Now in its third year, the event organised by recruitment specialists, Sellick Partnership and customer experience outsourcers and returning champions, Webhelp UK, aims to raise money for a nominated local charity each year.

This year’s five a side tournament kicked off at the weekend in Pride Park, Derby, with 22 sides competing to clinch the title. Employees from Webhelp, the Sellick partnership, NHS, University of Derby, Flint Bishop LLP plus many more were amongst those involved in the charitable efforts.

The Maria Hanson Foundation, also known as me&dee, is a Derbyshire based charity that provides special experiences for people with life limiting or terminal conditions. The money raised by the tournament will see the continuation of me&dee’s work for children, adults and their loved ones.

Anthony Moorehouse, Customer Experience Manager, at Webhelp, said:

“It was a very successful day with so many coming out to take part in the fun. It always good to see local businesses come together to support a charity such as the Maria Hanson Foundation. There was a lot of healthy competition going on as two Webhelp teams were drawn against each other in the knock out stages. Everyone commented on how great the mood of the day was and can’t wait for next year’s tournament.”

After a long day of competition, the final saw teams from Accrofab and Sherwood Forest Hospital NHS Trust vying for the title. In the end, it was Sherwood who pressed on to score a 1-0 victory and take the coveted trophy.


Compliant interaction and emotional appeal

In my previous blog post, I spoke about the emotional advantage the South African workforce offers to offshore operations. In this post I’d like to discuss the value and compliance aspects of outsourcing to South Africa. With a workforce that is culturally aligned, engaged and emotionally connected, South Africa provides the perfect platform on which to build value from compliant interactions.

Compliant interactions can be defined as those exchanges with customers that deliver the value an organisation seeks. This value could lie in customer experience metrics, first time resolution rates or cost efficiency. Those interactions that don’t deliver against business objectives can be categorised as non-compliant, which often do more than add no value. They have the potential to detract from the value added by compliant interactions. By adopting a focus on compliant transactions, the dynamic of your offshore decision making changes dramatically. On comparing the cost per compliant interaction, we found South Africa to be 12.5% lower than offshoring locations in Asia, lowering true cost and making South Africa’s value return significantly higher.

This focus on compliant interaction is what sets some organisations apart from others. This results in an uncompromising focus on quality, delivering on business objectives and putting the customer at the heart of all contact. The ability to measure interaction compliance with accuracy becomes particularly important in an outsourced relationship. A simple and straightforward contracting model based on payment per compliant interaction is what works best in this scenario.

This approach demands maturity from both client and outsourced solution provider, and we’ve witnessed dramatic improvements in business performance based on our work with clients on exactly this payment model, without compromise.


Time to chat: How to capture value in the next generation of web chat

Dave Pattman, Solutions Director for leading customer experience provider Webhelp UK, argues web chat needs to be done carefully or bad things can happen.

As people increasingly prefer the speed and ease of online interaction, web chat has rapidly become a favoured customer communication channel. As a result, more than one third (30.7%) of organisations now use web chat to support customer service, while 29.7% use it to support sales, according to the most recent industry Global Benchmarking Report from Dimension Data.

But it would be churlish to assume web chat is some kind of panacea for customer engagement that will boost sales and improve customer satisfaction scores instantly. Without the proper implementation, it simply won’t. And when used indiscriminately it could be just as likely to drive cost up while having a negative impact on customer satisfaction.

Nor is it an instant means of overcoming existing weaknesses in the customer experience. To be effective, companies must strategically consider when, where, why and how to use web chat. They also need to give due consideration to how it will impact on sales performance, and perhaps most importantly of all, put in place appropriate measures to analyse and evaluate its impact.

At the outset, organisations must also realise web chat cannot be used in isolation. Its use has to be considered as part of an overall strategy to deliver personalised, targeted customer experience as part of an omni-channel approach.

But above all, the main consideration in implementing effective web chat is to ensure its use does nothing to impact the customer journey. If customers are troubled by persistent invitations to join a web chat while shopping, or looking for a resolution to their issue online, there is a real possibility of them becoming disengaged by the process.

If companies can get this right, they stand to gain significantly. According to a recent survey of internet shoppers by Boldchat, those customers engaged in the right kind of proactive chat are up to eight times more likely to buy.

So how can you ensure these interactions add value, and don’t take away from the sales experience?

Analytics have a significant role to play. Reviewing the outcomes of previous web chat interactions with customers, by evaluating their effectiveness in sales performance and customer satisfaction, can help to identity weaknesses in customer service and prevent valueless chat.  Sampling touchpoint Net Promoter Scores (tNPS) at the end of a chat conversations  can be a simple and effective means of achieving this.

Mining big data to anticipate customers’ needs and wants also allows organisations to ensure their web chat interactions are more warmly accepted. But regardless of whether they know their customers next move or not, all organisations should bear in mind these people have chosen self-service for a reason. They want to self-serve.

One of the earliest adopters of web chat, working with Webhelp UK, Sky has been using the tool to great effect for more than nine years. Having progressively adopted the use of analytics algorithms to identify the best moments to proactively engage customers in chat, it has seen sales conversions jump and NPS scores respond positively.

More than one third of Sky’s online sales are now delivered by chat, 90% of which may not have happened without the channel.

Selecting the right people, and providing them with the necessary training and support to manage web chat interactions is also essential. To be effective, agents must be able to handle multiple interactions at once, smoothly and efficiently. For us, experience indicates 2.4 concurrent chats for enquiries of moderate complexity should be the goal.

As with all customer interactions however, the abiding consideration should be quality, rather than quantity. Some interactions take longer, while some require more in depth support so require increased concentration to handle effectively.

If an agent is distracted by too many conversations, it will show and if the tempo of the conversation is off, customers will become frustrated quickly. All of which will lead them to pick up the ‘phone, negating any efficiencies or cost reductions arising from the use of web chat.

As the true role of chat in omni-channel customer journeys becomes further defined, the next generation of web chat deployments must be strategic rather than tactical. As we discuss in our latest white paper Chat in isolation will certainly bring benefits, but through careful implementation and integration into the wider customer experience it has the power to truly transform how customers interact with organisations, for the benefit of both.


EE and Webhelp UK launch Derby contact centre

This morning, EE and Webhelp UK hosted an event to mark the official launch of a new contact centre in Derby. 

Earlier this year, EE partnered with Webhelp UK as part of its commitment to return 1,000 customer service jobs to the UK. This event  marks the next stage in the partnership and demonstrates EE and Webhelp UKÂ’s pledge to deliver industry leading customer service and provide job opportunities for the local community. 

Olaf Swantee, CEO at EE and David Turner, CEO at Webhelp UK, were both in attendance to celebrate the opening. 

Olaf Swantee said: “The opening of our new contact centre in Derby underlines our continued investment in creating jobs across the UK, as well as our ongoing determination to provide the leading customer service in the UK telecoms sector. 

David Turner, CEO at Webhelp UK, commented: “It’s fantastic to welcome EE into the Webhelp fold, the addition of such a premium brand to our client base is testament to the gold standard customer experience management services that we provide.

“We’re privileged to be working with a company that has achieved such success and growth since it began, and look forward to working with the team and delivering outstanding customer service to their customers.”

Pictures of the launch event will be added to this page shortly.

Panoramic view of the EE and Webhelp UK customer experience centre in Derby