Webhelp Rewards 600 Years of Loyal Service

Webhelp has celebrated the commitment of some of its longest serving colleagues at a special dinner at the Waldorf Astoria Caledonian Hotel in Edinburgh.

Andy Doig, Chief Operating Officer and Gillian Campbell, People Director, joined loyal Webhelp team members who were marking 10 and 15 years of service with the company at the glittering event.

Andy Doig said:

“We are the type of business that lives and dies by the quality of our people, so I am very proud and happy to be here tonight to reward such a brilliant group of loyal colleagues. These people have chosen to make long term careers with us here at Webhelp and I am delighted to have this opportunity to personally thank and reward them for that choice and for being such a great team of people to work with.”

In total 51 colleagues, who together were celebrating 605 years of service to the business, were invited to the event, which included a champagne reception, a three course meal and an individual presentation.

The 19 employees celebrating 15 years with Webhelp are:

Jim Buchan - Greenock, Gary Kirsop - Dunoon, Viv Hunt - Dearne Valley, Caroline Murray - Falkirk, Robin Danks - Dunoon, Eileen Campbell - Dunoon, Lynne Duffie - Falkirk, Ron Adam - Falkirk, Elaine Clark - Falkirk, Julie Geoghegan - Dunoon, Neil Forgan - Falkirk, Richard Grant - Falkirk, Patrick Bowie - Dunoon, Mark Wilson - Dunoon, Jemima Mason - Falkirk, Gordon Mccall - Falkirk, Linda Hughes-barr - Dunoon, Scott Mcdonald - Dunoon, Pamela Risk - Falkirk.

The 32 employees celebrating 10 years with Webhelp are:

Jane Adlington - Dearne Valley, Christina Cunningham - Dunoon, Stephanie Black - Falkirk, Bryan Wallace - Falkirk, Darren Drew - Dearne Valley, Graeme Blackstock - Falkirk, Kate Asquith - Dearne Valley, Martyn Lawrence - Rothesay, Susan Weir - Falkirk, Lisa Wilson - Dearne Valley, Ian Clapton - Dearne Valley, Samantha Gamble - Dearne Valley, Michael Mckeever - Falkirk, Alistair Mclellan - Dearne Valley, Moyra Creelman - Dunoon, Brian Lake - Falkirk, Gordon Hunter - Falkirk, Rachel Emerson - Dunoon, Clive Jaques - Dunoon, Amanda McFarlane - Falkirk, Donna Easton - Falkirk, Carol Mccrimmon - Kilmarnock, Ross Batty - Dearne Valley, Jennifer Davidson - Falkirk, Nichola Mcloughlin - Dearne Valley, Anne Mcintosh - Falkirk, Ross Mckellar - Falkirk, Charlene Cowie - Rothesay, Ross Malcolm - Rothesay, Pauline Mackay - Rothesay, Karen McKirdy - Rothesay, Suzanne McGinty - Rothesay.


How Omni-Channel Is Influencing Customer Centricity

I saw two different stories about different media and telecoms companies this week that were both in the technology journal Computer Weekly and both reflected the way that omni-channel is influencing business strategy at present.

The mobile operator Three is implementing an omni-channel strategy in Ireland to revamp their relationship with customers and Virgin Media in the UK is similarly shaking up their own business from top to bottom.

I have linked to the news stories at the bottom of this article if you want to click and read about the projects, but as I saw this link between top-level corporate strategy and the use of omni-channel, three key attributes jumped out.

1. These are not technology projects. It is clear that these companies don’t consider omni-channel changes to just be the installation of some software – it is a fundamental change to the way they organise their business so it becomes more customer-centric.

2. Many internal departments are being linked so that silos are being busted. For example, connecting the activities of the marketing team to the billing team so that a complete picture of customers can be created.

3. These companies are redefining the very essence of what they offer to customers. You might think of a company like Virgin or Three as a “phone company” or Internet Provider. They would probably argue that the content they deliver is now just as important as the network – they are focusing on what the customer enjoys when using their service and in some cases this can completely change how the company sees itself.

These projects are not linked, but it is clear to me that when companies say they are taking an omni-channel approach it now means they are jumping into a new world where the customer is really at the heart of what they do – not just in the sales literature.

Read both original articles by clicking the links below:

http://www.computerweekly.com/news/450296663/Virgin-Media-uses-Salesforce-to-build-omni-channel-sales

http://www.computerweekly.com/news/450295912/Three-Ireland-sets-out-to-become-an-omnichannel-operator


Webhelp Secures Two New Retail Contracts

Webhelp, has secured two new significant contracts with retailers Freemans Grattan Holdings and BrightHouse. Both companies appointed Webhelp on the strength of its retail experience and its ambition for customer experience standards in the sector.

This latest business expansion news follows a period of sustained growth, which has seen Webhelp secure partnerships with Shop Direct and easyJet amongst others, in the past 12 months.

Freemans Grattan Holdings, the home shopping retailer, which owns freemans.com, grattan.co.uk, lookagain.co.uk and kaleidoscope.co.uk and others, has agreed an initial six-year contract. Webhelp will deliver multi-channel customer contact including customer enquiries, inbound sales, and retentions via traditional voice contact as well as webchat, email and white mail management.

BrightHouse, the UK’s leading rent-to-own retailer, will work with Webhelp over an initial contract period of six years, with intent to extend for a further five years. Webhelp will partner with BrightHouse, managing market leading, customer contact across payments and sales.

Both Freemans Grattan Holdings and BrightHouse customer management contracts were operated by Serco from its site in Sheffield. Following Serco’s announcement to exit its private sector business, Webhelp has assumed responsibility for both contracts and the Sheffield site from today. The majority of staff, around 600 people, will now transfer to Webhelp. Webhelp aims to leverage the impressive Sheffield facilities and its teams by attracting further business and introducing training to broaden skills across digital and social contact channels.

Employing 30,000 people globally and with revenues in excess of €750 million for 2015, Webhelp has grown its presence in the UK significantly over the past six years, more than tripling its UK headcount to over 7,000 people.

David Turner, CEO of Webhelp UK, comments:

“Over the past few years we have significantly increased our capability within the retail sector. We have been appointed by both retailers for our ability to help them realise their ambitious growth plans with our analytical and scientific approach to customer experience.

“Our further expansion in the sector and within the UK is yet another milestone in our story of sustained growth as we continue to challenge customer service standards.

“At Webhelp we aim to deliver exceptional customer journeys. We’re looking forward to welcoming our new colleagues in Sheffield and working with them to continue to deliver unparalleled customer service.”

John Hinchcliffe, CEO of Freemans Grattan Holdings, said:

“We are very committed to outstanding customer service and treating customers fairly at all times. We believe that Webhelp can assist Freemans Grattan Holdings move to the next stage of development of our ambitious growth plans.”

Dave Poole, Chief Risk Officer at BrightHouse, said:

“There is a great team of people working with us in the Sheffield contact centre. Under Webhelp’s leadership, I’m looking forward to that continuing, so that together we can provide excellent service to our customers across the UK.”

 

Press Information:
For more information, or to arrange an interview, please contact
Heather Astbury, head of PR at Webhelp, on +44(0)7825 593242 heather.astbury@uk.webhelp.com