Webhelp feature – BBC Radio Derby

Qamer Hussain, our Derby-based Customer Experience Manager, recently spoke to local broadcaster BBC Radio Derby on the challenges of working during Ramadan and what measures Webhelp UK had taken to ensure colleagues were supported during this time. 

This year, Ramadan was particularly challenging for the Muslim community in the UK as it fell on the some of the longest and hottest days of the calendar.  

Wesley Mallin, a reporter at BBC Radio Derby, met with Qamer at our Pride Park site to find out what it was like for those who continued working whilst observing the fast. Qamer talked Wesley through his experience as well as the ways in which Webhelp UK supported its colleagues during the month of July. 

Qamer said one of the most helpful tools throughout Ramadan was the ability to keep the mind busy – which his role at Webhelp enabled him to do. He explained that the business was very supportive of colleagues allowing them to swap shift patterns and breaks to accommodate sleep and prayer times. 

You’ll hear more on the changes Webhelp made to assist teams over the fasting period and how this holy month sparked conversation between people of different backgrounds working at the Derby site.    


Recruitment continues in Greenock

 

Webhelp UK is currently recruiting for 20 customer service advisors at its site in Greenock which services a range of entertainment industry clients. Once these roles have been filled the site will be working to full capacity, employing 250 people from the town and surrounding areas.  

 

David Turner, CEO of Webhelp, said: “Webhelp UK is committed to supporting the local economy by providing employment opportunities for residents. We’re looking for individuals who are team players, results driven and enjoy engaging with others offering in return a structured development programme.  

 

“Our people are at the centre of everything we do so new recruits will find that our customer experience centres are more than just workplaces. We offer a vibrant, fresh and positive working environment geared towards learning and career development.”

 

Providing customer experience solutions on behalf of leading brands which include Sky and EE, Webhelp UK has a 6,000-strong team based across ten UK sites.

 

See the article as it appears in the Greenock Telegraph


Is your Business Part of the 90% Neglecting the Customer Experience?

First published by www.freshbusinessthinking.com

By Helen Murray, Chief Customer Solutions Officer, Webhelp UK

Today, the customer holds all the cards. This limitless power has been generated by a seismic shift in how we communicate. Mobile technology means customers are continually in either buying mode or conversation mode; ready to appraise and detract as they feel the need. This gives brands a simple choice - adapt or die.

Pursuing customers as advocates requires businesses to deliver the optimum customer experience. To achieve this, organisations are striving to create genuine one-to-one, omnichannel customer contact; where all communication touch points are integrated and the company has a 360 degree view of each individual customer, regardless of the contact channel they choose.

However, research commissioned by leading customer experience provider, Webhelp UK, which interviewed 200 businesses around the world, paints a very different picture. Alarmingly, 89 per cent of businesses are yet to consolidate their customer experience offering across traditional voice and non-voice channels, despite non-voice contact almost doubling in the last two years (from 36 per cent to 68 per cent).

What’s even more perplexing is that 70 per cent of businesses have invested in the use of analytics to better understand customer journeys which would have almost certainly pointed them towards the increasing importance of an omnichannel model.

It seems that organisations are taking a positive first step by investing in intelligence but are then failing to act on the results and turning a blind eye to crucial analytics, a decision which could cost them dearly in the long run.

It is also surprising that 71 per cent of businesses across North America, Western Europe and Australia are not turning to Outsourcing as a way of breaching the gap between capturing voice of the customer data and then turning this into actionable insight and customer journey improvements. Outsourcing should be seen as a strategic tool to improve customer experience, based on a recognition that resources available in-house are not always going to be enough to deliver change.

As the years roll on and technology advances into the unfathomable, businesses need to keep up with new developments and meet changing demands. Putting the customer experience on the back burner or forgetting about your core audience all together could be the worst decision you ever made.

Read the original article here.

 


Webhelp UK’s Customer Experience Paper

Our latest customer experience paper covers top stories this week on nurturing customer loyalty and how customer centricity can accelerate your commercial growth. The paper is embedded below, click here to read it as published.

 

 


Making business sense of the Voice of the Customer

With customers interacting on more channels than ever before, businesses are able to paint a detailed picture of what their customers think about the company, as well as where and why they’re talking about it.

For this reason, Voice of the Customer (VOC) is very much the word of the moment amongst customer management circles. But despite all the buzz around VOC, very few businesses are using this wealth of information to bring about positive change within their organisation.

Let’s think differently about VOC for a moment. Instead of just being a pile of unintelligible data, look at VOC as insight that extends beyond all of the figures and lists, to ask what all of this actually means for both customers and the business.

Turning to technology alone is unlikely to give you the answer. For the time being at least, there is no single technology player out there that can establish a ‘cause and effect’ link between data from multiple channels and a company’s own customer systems. Businesses need to turn to themselves instead, pulling together outputs from several different technology systems to make sense of what they’re seeing.

With all of this data flying around, it can be easy to forget how important it is to have the right people in place as part of the VOC process. After all they are the ones who actually know how to transform data into actionable insight.

We find that in many customer management operations where analytics skills do exist, they are largely focussed on operational metrics rather than thinking about how VOC could be used to bring benefit to other areas of their business. Having identified this gap, we built a team of customer insight specialists whose dedicated role is to turn data into intelligence.

This is where collaboration comes in. For insight teams to be effective – no matter how great their technology and insight capabilities – they must be closely integrated to the wider business so that their recommendations will be listened to, evaluated and, ultimately, put into action.

Our own team has so far delivered some fantastic results, using their insight to put forward plans for change and new initiatives designed to improve customer experience, reduce operational costs and boost revenue for our clients.

But how do you measure if all this effort has been worthwhile for the customer? You have to come full circle here, returning once again to VOC. If a company has successfully resolved a customer issue, then any noise about it will have gone away. A simple idea, maybe, but VOC is a powerful tool that is capable of bringing about tangible change across your whole business. If you know how to use it, that is.


First stop…Romania

Business Solutions Director at Webhelp Netherlands, Jasper Klootwijk,explains how on a recent trip to Romania he was struck by the dedication and problem solving skills of one particular team looking to overcome talent management challenges.   

I had never been to Romania before. I’ll be honest, I didn’t know what to expect. The purpose of my trip was to prepare for an important international client site visit, so you can understand how pleased I was to receive a very warm welcome from both the locals and my Webhelp colleagues on the ground!

I was keen to learn more about the outsourcing industry in Romania and had the opportunity to do so over a delicious lunch of national dishes and delicacies. It was clear from the very first conversation that I was in the company of experts. With Webhelp being present in Romania since 2000, I also wanted to understand how its team had remained successful despite an influx of competition over the years?

Walking around the customer experience centre, the answer suddenly occurred to me – it’s people. I was struck by the level of dedication every colleague showed and the high level of skill present in every department. There were people who were bilingual and multilingual coming from all corners of Europe; France, Italy, Germany, Spain and the UK. Such diversity plays a key role in every business communicating to a global audience, but is it possible to sustain such a high level of talent?

My host informed me that recruitment of specialised roles has become harder over the years. Whilst French and Italian speakers are plentiful, German speakers are harder to find since its government brought in new wage laws. The team’s response to this challenge was amongst the best I’d seen.

What really counted here was knowing the market and what was available in the vicinity. The team had developed a database specifically designed to deal with this challenge. It screened around 100,000 prospective employees and categorised them into skills and abilities so it could determine whether they were suitable for specific assignments and projects.

Alongside this, the team had invested heavy resource in partnerships with local universities in order to extend the talent pool. To wrap it all up, new employee incentives were developed to encourage team retention. 

It was so refreshing to see the can-do attitude of the Webhelp team in Romania. A lot can be learnt from its commitment to always find solutions to a problem. I look forward to seeing how things have progressed next time I drop by.

These views are my own and do not reflect that of The Webhelp Group.  


Time to tune in

Time to tune in: a quick to digest visual of the how and the why of Voice of the Customer

There is a general consensus that it is beneficial to gain insight into your customersÂ’ thoughts and opinions about your brand and products. This must mean that 100% of organisations are delivering value from their VOC programmes, or does it? Our infographic shows an alarming disparity between the theory and the reality.

Voice of the customer


Businesses are failing to recognise the wider benefits of Voice of the Customer

Voice of the Customer (VOC) is probably the most talked about subject in customer management circles right now but it’s also the most misunderstood, with skills gaps and a lack of joined up thinking stopping organisations  from recognising how VOC can bring broad benefits for their business.

Positive steps are being taken by many to improve how and where they look to gather VOC, moving away from the idea of prompted customer feedback, to also capturing conversations the company has with its customers as well as what  they say about the business in the wider social world.

However even with all of this customer insight, very few businesses are successfully measuring the impacts of VOC, as well as what this means for revenue, engagement, loyalty and cost.

Unless organisations are prepared to change the way they operate, this myriad of customer voices won’t actually let them hear very much at all. For VOC to make real business sense, it has to be not only captured and analysed, but, perhaps most importantly, acted upon.

This presents a significant challenge for companies not only to think about how they join up technology to get the best out of VOC, but their wider business too. At present, there is no single technology player that can truly deliver VOC insight from data collected across multiple channels. Instead, businesses need to find a way to make sense of what they’re seeing using multiple technology solutions.

Keeping VOC as the preserve of the customer management department may somewhat improve the service experience but the impact of VOC on the wider company and its financial performance will be greatly limited, unless all areas of the business are willing to work together.

For VOC to have a tangible effect on the wider business, it needs to be managed by a multi-disciplinary team that can break down organisation silos and galvanise each department to resolve issues identified by VOC.

At Webhelp UK, we recognised that analytical skills used by customer management teams were purely focused on operational metrics, instead of thinking about the broader uses and benefits of VOC. Responding to this skills gap, we built a new team of customer insight specialists whose dedicated role is to turn data into intelligence that can provide real insight into customer behaviour and needs.  Armed with this insight, the team recommend changes and new initiatives to improve customer experience, reduce operation costs, and, wherever possible, boost revenue for our clients.

But how can a business tell if all this effort has paid off? The answer is to return once again to VOC. If a company has successfully resolved a customer issue, then any noise about it will have gone away. VOC may seem very simple but, when used effectively, it is an extremely powerful tool to drive positive organisational change.

Now what?

Download our Voice of the Customer white paper

Talk to Helen Murray, Chief customer solutions officer, on LinkedIn

Keep in touch with us


Webhelp UK shortlisted for three UK Customer Experience Awards

Customer experience provider, Webhelp UK, has been shortlisted in three categories at this year’s prestigious UK Customer Experience Awards, taking place in London on 25 September.

The business’ Derby site is in the running for ‘Large Contact Centre’ for its outstanding customer experience as part of the sector specific category. The team has been successful in establishing a culture that places the customer at the heart of everything they do, achieved through implementing a collaborative approach that ensures colleagues are all working towards the same goal.

Furthermore, Webhelp has been shortlisted twice in the people specific category for ‘Team of the Year’ led by Jaclyn McKenzie in Derby and ‘Professional of the Year’ for Mark Charlton, Compliance Manager at Webhelp’s Derby site.

The professionalism and results delivered by Mark over the last 12 months has led him to be a standout employee providing sound advice and improved quality of care for clients. In this time, Mark has also forged successful working relationships which has enabled him to drive up client audit and compliance scores.

The team in Derby is further recognised for the huge impact it has had on speed and accuracy of service as well as enhancing customer satisfaction for clients. It surpassed client expectations by fostering a genuine culture of innovation and improvement by implementing new metrics and measures that would positively impact both the customer and employee career development.

Team members attended workshops aimed at highlighting key strengths and weakness designed to help them advance in their role and offer a truly first class customer experience.  Key results included a customer response rate below 20 seconds and a higher than average team commitment score.

Commenting on the nominations, David Turner, CEO at Webhelp UK, said: “To be shortlisted in not one but three categories is testament to the hard work and dedication demonstrated by teams and individuals across the business.

“What’s even more exciting is that we’ve been recognised across the categories for both our sector expertise and our people. As a business that constantly strives to deliver the best in customer experience, it’s great to know we’re putting our best foot forward and that our approach to best practice is being recognised.”

The UK Customer Experience Awards celebrate and recognise the very best in Customer Experience across all sectors and multiple categories. Now in its sixth year, the Awards ceremony presents an opportunity for people and businesses to learn and share best practice.