It’s time to change Telemarketing

In July 2013, the Information Commissioner’s Office (ICO) and the Office of Communications (Ofcom) published a joint action plan to tackle irresponsible sales practice across all channels, aiming to stamp out unsolicited contact. Legislation of outbound telemarketing is driving costs up while customer fatigue is driving returns down. One third of the UK population have placed themselves ‘beyond contact’.

This infographic shows why itÂ’s time to change telemarketing behaviours across voice and digital channels in order to see a dramatic difference in sales and customer retention rates.

Infographic on customer attraction and retention


Webhelp UK team join Sky and other partners to raise £50,000 for construction of school in India

Europe’s leading entertainment company, Sky, has teamed up with counterparts at leading customer experience provider, Webhelp UK, and other partners in a bid to raise £50,000 to fund the construction of a school in India.

The challenge, initiated by Sky's Director of Service Operations, Danielle Macleod, encouraged all partner employees to take part so it would truly be a community effort.

Over the last six months Sky and Webhelp employees up and down the country agreed to take part in reaching the target, which will allow for construction to begin on the school in the southern Indian state of Tamil Nadu.

Efforts have so far included a charity football match between members of Webhelp’s Falkirk site and Sky Livingston. Wear a Christmas Jumper for £1 and other individual events raised the majority of funds over the festive period with activities such as 500 mile cycle pledges and 250 mile runs undertaken by a brave few.

Danielle Macleod, Director of Service Operations at Sky, said: “The effort that everyone has gone to for this challenge is brilliant. We’re well on our way to hitting the target so building of the school can start. Some of the activities that teams and individuals have taken on, including cycling 500 miles, is amazing. It’ll be a great sense of achievement when we’ve raised the last few pennies and make it all worthwhile when we see the delight on the children’s faces.”

David Turner, CEO of Webhelp UK, added: “The challenge set by Sky has been very well received by the team at Webhelp, there’s been a lot of buzz around it. It’s great to see so many people going the extra mile and undertaking some hard tasks to raise money for such a worthy cause.”


Webhelp UK Greenock volunteers make over local nursery playground

Volunteers from Webhelp UK’s Greenock customer experience centre have been exploring their artistic side at a local nursery school.

Staff from the customer experience provider spent the day cleaning and decorating Lady Alice Nursery School’s playground at the end of last year.

Arty duo Sophie McDade and Stephanie Wilkinson created games and shapes on the newly cleared ground, while the rest of the team got stuck in giving the fencing area around the playground a much needed coat of paint.

The work was completed after Donna Coyle, Customer Experience Manager at Webhelp UK, whose husband is a teacher at the nursery, informed her team that a bit of work was needed to get the play area back on track. Many of the children who attend the nursery have parents that work at the Greenock contact centre.

Group leader Peter Best said: “When Donna told us that some work was needed to make the playground more accessible and appealing to the children we leapt at the chance to give something back to our local community. We had a very enjoyable day and look forward to getting involved with more initiatives in the future.”


Glasgow volunteers go green at local primary school

Green fingered people from Webhelp Glasgow have been chipping in at Kilpatrick School in Dalmuir.

The volunteering team including DCEL; Paul Gillon, CEL; Jaime Duffy and Advisors; Billie Cochrane, Ross Craig, Phil Pomphrey, Hazel Black, led by Operations Manager; Martin Green, spent the
afternoon weeding and clearing the sensory garden at the school with help from some excited pupils as part of a project, which took place at the end of last year.

The school caters for children with mental and physical disabilities. The garden area acts as a therapeutic space for pupils to relax and play in.

After six hours, 20 bin bags full of leaves were cleared by the group, allowing the path around the garden to be more accessible to wheel chairs.

Emily Dixon, Head Teacher of Kilpatrick School, said: “The team from Webhelp UK have made a great difference to our sensory garden. Their hard works means that all of our pupils can now access the garden easily and benefit from the experiences it provides. The children loved getting stuck in alongside Martin and the rest of the team and all of our teachers and support staff want to extend their sincerest thanks for their efforts.”


GoExcellent certifies SLCC and Viasat for the COPC OSP Standard*

STOCKHOLM - Pressmeddelande - 2015-01-19

GoExcellent certifies SLCC and Viasat for the COPC OSP Standard

- We are happy to announce that we successfully have been able to achieve compliance for SLCC and Viasat for the COPC OSP Standard*, Release 5.1

GoExcellent certifies SLCC and Viasat for the COPC OSP Standard*
GoExcellent is now re-certified - now the work and preparation begins to the next re-certification audit, in October 2015.

- We are very happy to receive this recognition for our high quality performance, from COPC, says GoExcellent’s CEO Terje Andreassen. World leading standards within Customer Experience guide us in our daily work for our clients.

* The COPC OSP Standard is a performance management system designed to meet client needs, sales, business development, and managing client relationships and improve process-, quality- and people management for an Outsourced Service Provider.

- For selected programs GoExcellent has been certified since 2005, being the first contact center in the Nordics within this framework.
- In 2012 GoExcellent were the first contact center in the world to achieve compliance to release 5.0 of the COPC standard.
- Currently GoExcellent has on-going implementations of the standard on a Nordic level

GoExcellent certifies SLCC and Viasat for the COPC OSP Standard*

About GoExcellent
GoExcellent Group specializes in running Contact Centers in the Nordics. With more than 20 million customer interactions per year, annual revenue of 80 MEUR, 9 locations and 2000 employees, GoExcellent has become one of the largest vendors in the Nordic Region. Among the clients are Canal Digital, Fortum, RiksTV, and Samhall. Head office is in Stockholm, GoExcellent’s contact centers are in Stockholm, Copenhagen, Oslo, Helsinki, and five other places in Finland, Norway and Sweden.

About COPC

www.copc.com

For more information about GoExcellent certifies SLCC and Viasat for the COPC OSP Standard*, please contact:

Terje Andreassen, CEO
terje.andreassen@goexcellent.com
+46 70 226 42 85