Webhelp UK smash charity target

Customer experience management company, Webhelp UK, have announced that it has surpassed its fundraising ambitions for its 2014 charity partnership with Macmillan Cancer Support.

The customer experience professionals at Webhelp’s sites across the UK raised £27,705.80 for the worthy cause, beating their initial goal of £23,500.

The money raised will go towards supporting the invaluable work that MacMillan provides communities throughout the UK.

The partnership began with Webhelp UK CEO, David Turner, pledging £1000 from his annual Christmas card appeal and a further £1000 per UK site.

Macmillan’s regional fundraisers then visited Webhelp sites during the course of the year, liaising with each sites Charity Ambassador and coordinating a variety of exciting and creative events for staff.

Proceedings kicked off when Webhelp colleagues competed in a virtual challenge to travel from the company’s first UK site in Rothesay, to Paris and back. Other exciting events included Macmillan’s World Biggest Coffee Morning, where all sites organised cakes and coffee, World Cup dress down day, Halloween dress up days, quiz nights and a onesie walk.

April Davidson, Macmillan Regional Fundraising manager assisted the Webhelp UK teams with their fundraising activities.

April said: “The dedication and enthusiasm of Webhelp’s staff has really left an impression on all of our regional fundraisers and the amazing total raised has surpassed all of our expectations.

“The funds will go towards ensuring that no one has to face cancer alone. Without the help of partners like Webhelp UK we would simply not be able to achieve this”

Beverley Lambert, Head of Human Resources at Webhelp UK, said:

“There are currently two million people living with cancer in the UK and statistics indicate this number is due to double by 2030. It is estimated that every diagnosis affects 44 other people including family, friends and colleagues.

“Charitable contribution is a key part of our company ethos and the work that MacMillan Cancer support does really inspired us to go above and beyond. Beating the target we set last year is a testament to the hard work of staff from all of our sites”

On the back of the partnership’s success, Webhelp announced its charity for 2015 will be Cancer Research UK.


Powering up your customer experience

In the past five years, independent energy suppliers have experienced rapid growth. So far they have acquired 7.6% of the market and, according to some forecasts, are likely to grow by close to 300% in the next five years. But are the challengers ready to cope with the associated massive growth in customer numbers?

This infographic shows how organisations can ensure that they consistently deliver exceptional customer experience so their success
isn稚 short-lived.

 

 

 


The challenge ahead for challenger energy brands

The dominance of the Big Six has been challenged, but if the young pretenders are to make the changes stick, they need to get serious about customer management, as David Turner, Webhelp UK CEO explains.

This is a time of great change in the retail energy market.

Just three years ago, the ‘big six’ energy companies served around 99 per cent of the domestic energy market, according to research by independent analyst Cornwall Energy. At the end of 2014, that figure had fallen to 91.3 per cent – an almost nine-fold increase in the market share of their smaller independent competitors.

Analysts at Citibank predict that a further 25 per cent of the market will defect to smaller competitors by 2020. If this prediction proves correct, these competitors will have achieved growth of close to 300 per cent in just five years – an enticing opportunity for any business.

However, expansion this rapid can result in severe growing pains as systems struggle to cope with the rapid acceleration in customer numbers.

So how can the challengers create a customer experience that will allow them to out-compete the big six in the long term?

This is the challenge discussed in a new white paper from Webhelp UK entitled The Power to Compete – How the Energy Industry’s Challenger Brands Will Beat the Big Six.

Customer centric?

There is a strong argument to be made that by neglecting to keep their customers’ needs at the centre of their business, the big six have opened the door to be out-done by competition, both on price and in terms of quality of service.

The test that challenger brands will face in the years ahead is ensuring that this isn’t allowed to happen in their businesses as they grow. Well managed customer contact is a critical part of this.

Traditionally the telephone has been the number-one channel by which energy customers deal with their suppliers. And it still holds a valuable place.  However, today, online is also a prominent means of communication for the sector.

What most customers want is efficient self-service through the digital channel of their choice – whether they’re using a desktop computer, a tablet or a smaller mobile device. Importantly, they make no distinction between these channels and expect their supplier’s response to be consistent and complete.

Achieving this effectively means keeping customer management in a central resource that can be accessed and updated by an operative however they are dealing with a customer, whether through an online form, a web-chat interface, an email or over the phone.

Easy come, easy go?

As a whole, energy customers tend to be reluctant to switch suppliers – less than 20 per cent of them do so with any regularity. If you look at the customers of challenger brands, however, the picture is entirely different as just about every customer they have has already switched in recent years, and they will do so again if they are not treated well.

As a result, these young businesses find themselves between a rock and a hard place. They can’t afford to get their customer service delivery wrong, but nor can they afford large-scale investment in expensive processes to ensure they get it right, as this will put upward pressure on the prices they’re able to offer to customers.

It is inevitable that a growing business must invest in developing its capabilities to maintain standards as it grows, but any investment must be justified by guaranteed improvements in customer management capabilities and carefully planned to ensure it doesn’t cause cash flow issues.

It must also be sustainable in the long term and this means ensuring that customer management cost growth is significantly less rapid than revenue growth.

Customer experience Outsourced Service Providers (OSPs) could be the answer as they offer pay-as-you-go access to the technology required to deliver on the challenges described above without the significant up-front investment required to build the systems in-house.

The sophistication and level of customisation offered by these hosted services has developed rapidly in recent years, building-in advanced knowledge resources to ensure contact operatives always have the latest information to hand, and analytical tools to track contact in detail and identify areas where improvements or change to the service are required.

While the challengers might initially win customers by offering an enticing price, they will only retain them by providing a service that delivers consistently - not only on price but also on quality of customer experience.

The advent of hosted services means growing businesses no longer need to go it alone in developing these capabilities.

 

Contact David on LinkedIn with your questions or comments.


Webhelp UK Larbert team to support Strathcarron hospice

Leading customer experience provider, Webhelp UK’s Larbert Centre has joined forces with Strathcarron Hospice as their charity partner this year.

This week Anton Manley, Director of Strategic Accounts and Craig McIntosh, Site Leader at Webhelp in Larbert visited Strathcarron Hospice to sign their partnership.

During their visit to the hospice Craig presented a cheque for £580.25 raised from Webhelp’s support of the ‘In Memory Christmas Tree Tags’ campaign.

The money raised throughout the year will go towards supporting the invaluable work that the Strathcarron Hospice provides for families throughout Stirlingshire.

Anton Manley said, “Being able to support Strathcarron Hospice is a real privilege.  The centre provides such a quintessential service for families in need of their specialist care which is provided free of charge.  Therefore it is essential that businesses and individuals continue to fund their good work.

“Our Webhelp team at our Larbert Centre will be raising funds throughout the coming year with various fundraising initiatives already being planned.  Many of my colleagues have also offered to volunteer at the hospice which is fantastic.

“Strathcarron Hospice is a charity close to the hearts of many of our Larbert team and we very much look forward to supporting everyone’s efforts.”


GoExcellent opens Gothenburg office – recruiting starts now

STOCKHOLM - Press release - February 11th 2015.

GoExcellent opens Gothenburg office

GoExcellent is starting operations in Gothenburg during spring 2015. When GoExcellent opens Gothenburg office, they will be located in Gårda Park, near Ullevi and public transportation. Recruiting starts this week.

- Gothenburg is a very important location for GoExcellent – and we are very happy to have landed the deal that made this expansion possible for us, says GoExcellent CEO Terje Andreassen.

Our research has proven that the Gothenburg region offers great competencies within contact center operations for our latest addition of locations, which is vital for our as well as for our client’s success, he continues.
GoExcellent is currently implementing and preparing for some 140 seats with great possibilities for further expansion.

GoExcellent’s recruiting process of both advisors and management personnel will officially kick off with job ads this week.

Read more about GoExcellent: www.goexcellent.com

For more information about GoExcellent opens Gotheburg office, please contact:

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


Webhelp UK builds on its partnership with Sky

Webhelp UK, a leading customer experience management organisation, has been awarded the Sky Customer Retention Team (CRT) campaign, strengthening its position as strategic partner for Europe’s leading entertainment company.

The campaign will be managed from Webhelp’s Glasgow site, which currently employs over 880 customer service professionals in the city. Experienced advisers already contracted to Sky CRT will join Webhelp and increase the businesses capacity when the contract commences on 1st March.

Webhelp currently supports Sky on a number of campaigns across its Glasgow, Derby, Falkirk, Greenock and Warrington sites. The CRT is a hands-on team that looks to resolve customers’ most complicated technical problems and issues.

Webhelp UK CEO David Turner said, “Our relationship with our partner Sky continues to grow from strength to strength and reaffirms our pledge to deliver industry leading customer service and provide job opportunities for the local communities in which we are based.

“We have again proven that our capabilities as a preferred customer experience management provider, thanks to our leadership in learning and development, market understanding and advanced omni-channel technology support, which put us as the forefront of the industry.”

In the UK, Webhelp UK employs over 6,000 people at its contact centres in Dunoon, Glasgow, Greenock, Kilmarnock, Rothesay, Falkirk, Dearne Valley, Derby, Warrington, with a corporate office in London and its UK headquarters in Falkirk.