Rothesay Advisors Raise Money for Children’s Cancer Hospital

A four-woman team from leading global customer experience company, Webhelp, has raised almost £600 for a local children’s hospital.

 

The team from Rothesay climbed one of the best known Munros in the area, Schiehillion, in order to raise funds for the children’s cancer ward at Queen Elizabeth Royal Hospital in Glasgow.

 

One of the team, Charlene Anderson, has a very special reason to thank the hospital, which was formerly known as Yorkhill. Her five year old son, Jake, was treated there for acute myeloid leukemia, and has now been in remission for two years following a transplant he received at the hospital.

 

Pictured from left: At the top of a windy Schiehillion. Webhelp advisors from Rothesay, Pauline Mckay, Katrina Coleman, Hannah Coleman and Charlene Anderson, who raised almost £600 for the children’s cancer ward at Queen Elizabeth Royal Hospital in Glasgow.

 

ENDS

 

Press information:

Heather Astbury, head of PR at Webhelp, on +44(0)7825 593242 heather.astbury@uk.webhelp.com

 

 


Webhelp Shortlisted for Five BPeSA Awards

Following hot on the heels of its success at the 2016 CCMG Awards on Saturday, Aug 27, leading global customer experience and business process outsourcing company, Webhelp, is again celebrating after receiving six nominations in five categories at this year’s BPeSA National Industry Awards.

Craig Gibson, CEO of Webhelp SA, said: “The team did a fantastic job by bringing home trophies in all three categories we were shortlisted in at Saturday night’s CCMG Awards. I am tremendously proud of the great team we have here at Webhelp SA and I am delighted that even more members of that team have been recognised by the industry by being shortlisted in five categories at the BPeSA awards.

“Webhelp is committed to offering consistently high quality customer service across all our sites around the world. Continuing to be shortlisted and win the top industry awards in the country proves that our team in South Africa is one of the best in the region.”

 

Fresh from picking up her gong for Best Contact Centre Operations Manager at Saturday’s CCMG Awards, Katja Alves has been shortlisted for the same award by BPeSA.

The other nominations received by the Webhelp team are as follows:

International Best Outsourced Contact Centre - Mustapha Baker

Best Project Manager - Gerhard Landy and Barry Jacobs

Best Sales Manager - Ashwin Caralous

Best Skills Development - Angela Perdichizzi

 

The winners will be announced at the National Awards Ceremony to be held in Cape Town on Oct 15, 2016.

ENDS

 

Press information:

Heather Astbury, head of PR at Webhelp, on +44(0)7825 593242 heather.astbury@uk.webhelp.com

 

 


Hat Trick of Wins for Webhelp in the 2016 CCMG Awards

The Team Secured Wins In All Shortlisted Categories

Leading global customer experience and business process outsourcing company, Webhelp, secured a hat trick of titles in this year’s Contact Centre Management Group awards announced last night (Aug 27).

Webhelp colleagues Katja Alves, Zahir Harris and Shu-aib Samsodien were chosen as the top operators in their fields this year and took home the titles, Best Contact Centre Operations Manager, Best Contact Centre Support Professional, Workforce Planning and Best Contact Centre Sales Professional respectively.

Craig Gibson, CEO of Webhelp SA, said: “This is fantastic news. We have a wonderful team here at Webhelp in South Africa and I am delighted that they are also being recognised by the industry.

“Webhelp is committed to offering consistently high quality customer service across all our sites around the world. Winning awards like these shows that our team in South Africa is one of the best in the region.”

The Webhelp team joined 500 colleagues from across the industry in the Monte Casino Ballroom at an Alice in Wonderland themed event to hear the results of the highly contested awards, which reward examples of best practice in South Africa’s customer experience industry.

Sharon Haig, CEO of the CCMG, said : “These awards are all about rewarding and recognising those professionals who have made a difference in the industry and ultimately celebrating all that is great in this sector. It is about those companies, teams and individuals that have stood out, broken barriers and ruffled feathers with their unique approach and extraordinary innovations.”

 

ENDS

Press information:

Heather Astbury, head of PR at Webhelp, on +44(0)7825 593242 heather.astbury@uk.webhelp.com

 


What’s The Real ROI When Investing in CX?

It’s clear that the experience a customer has when engaging with a brand shapes their perception of that company. This has become an extremely important measure of business success as a consistently good customer experience is directly correlated with positive business outcomes.

But when planning the budget for new customer experience initiatives it is helpful to be able to estimate just how much effect those efforts will have. What’s the Return on Investment (ROI) of spending more on improving the customer experience? A new study detailed in ZDNet attempts to explain the real business value of investing in the customer experience. Some of their highlighted findings were:

  • US $3 return on investment expected for every $1 invested in customer experience
  • Almost six in ten (58%) have seen increased customer satisfaction over the last 12 months
  • Close to four in ten (37%) have seen improved sales cycles

40% of the companies surveyed (almost 700 companies) found their revenues increased within a year of focusing their strategy on CX improvement. In addition there were several benefits that are specifically customer related, such as:

  • Improved customer satisfaction (58%)
  • Increased customer loyalty (45%)
  • Increased customer retention or acquisition (45%)
  • Improvement in lifetime value of customers (38%)

The complete ZDNet report also highlights many of the challenges faced when trying to make CX a key component of corporate strategy. After presenting the data featuring both opportunities and challenges the report author concludes: “In this day and age, can anyone seriously question the importance of developing relationships with customers that lead to engagement?”

With supporting statistics like this, it’s clear that this conclusion is correct. How can any executive ignore the benefits that a focus on CX brings? Yes, there are challenges with technology systems, skills, and data, but by placing the CX at the heart of your corporate vision these other business areas can approach the problems in a coordinated way.

What do you think of the ZDNet approach to measuring the ROI of CX? Can you add more? Leave a comment here or get in touch via my LinkedIn.

 What to read next? Download our whitepaper on the advantages available by connecting marketing and the contact centre

http://www.zdnet.com/article/cio-workshop-roi-of-customer-experience/


Are You Ready for a Revolution in Retail Banking?

Regulation and technology set to bring unprecedented change to retail banking customer experience

By the end of this decade a raft of new legislation and developments in technology will have brought about a revolution in retail banking that will see only the companies who invest in building the best relationship with their customers emerge as winners , warns leading global customer experience expert, Webhelp.

Following years of high profile failures and growing consumer mistrust in the traditional retail banking sector, new legislation is now coming to the fore which is intended to improve transparency and flexibility and ultimately rebuild the reputation of a damaged sector.

The introduction of PSD2 by January 2018 and last week’s report (Aug 9) from the Competition and Markets Authority show there is a gathering head of steam around this which banks ignore at their peril.

Coming at a time when there are huge leaps in technology, a consequence of this new legislation is that it opens the way for new entrants to gain a foothold in what has always been a closed market.

Increased ability to compare products and greater ease to switch to a better deal combined with the ability to manage a range of financial products through one simple point of contact, potentially an app, will mean retail banks will need to be more agile and more competitive.

Taking the example from other markets in which competition is fierce and customers have the flexibility to choose their provider, such as retail or telecoms, it is likely that customer experience will become the most significant battleground.

As competition becomes fiercer with challenger banks and new entrants to the market able to capitalise on and adopt new technology more easily and quickly than those tied into legacy systems and processes, ensuring the best possible customer experience will be the way to ensure customer loyalty.

The aim of the new legislation is to give consumers more control and greater power over their finances. Coming at a time when technology can make that happen, it is the customer who will decide the ultimate winners and losers in the new retail banking space. Focusing on customer experience, investing in IT and building new skills and capabilities, then become the keys to survival in what will be a more congested and competitive marketplace.

Are you ready?

 Chat to author Helen Murray on LinkedIn

What to read next? Download our whitepaper which explores the steps retail banks need to take to get ready for the PDS2 and CMA report changes

 


The UK Retail Banking Customer Experience… 2026?

What will retail banking look like 10 years from now? With innovations in AI, apps and customer data use, the customer experience will be very different. Here are five fun predictions for retail banking in 2026. Which of these do you think are most likely to come true? Or do you have another prediction? Leave us your comments or tweet to us @WebhelpUK!

The UK Retail Banking Customer Experience.... 2026?

What to read next? Download Webhelp's whitepaper which explores the future of customer experience in retail banking 


The UK Retail Banking Customer Experience… 2026?

What will retail banking look like 10 years from now? With innovations in AI, apps and customer data use, the customer experience will be very different. Here are five fun predictions for retail banking in 2026. Which of these do you think are most likely to come true? Or do you have another prediction? Leave us your comments or tweet to us @WebhelpUK!

The UK Retail Banking Customer Experience.... 2026?


WEBHELP SHORTLISTED FOR THREE AWARDS AT THE 2016 EUROPEAN CONTACT CENTRE & CUSTOMER SERVICE AWARDS

Leading global customer experience and business process outsourcing company, Webhelp, has been named as a finalist in three categories at this year’s prestigious European Contact Centre & Customer Service Awards (ECCCSA).

 

In an expanded role in 2016 the ECCCSA covers organisations representing more than 35,000 contact centres in 20 countries with around 4 million employees, making these “the longest-established, highest profile, most rigorously judged awards in the European contact centre and customer service industry”, according to CCMA Chief Executive, Ann-Marie Stagg.

 

Webhelp has been shortlisted for Best Application of Technology for work with its client Post Office Travel Insurance, Innovation in Digital Transformation for its contract with Shop Direct and Best Multi-Channel Customer Service, an award it is nominated for in conjunction with its partner Infinity, who developed the user interface technology employed by Webhelp.

 

David Turner, CEO of Webhelp UK, explained the importance of the awards: “These awards recognise the quality of the work being done across Europe in the contact centre and customer service industries. This is an increasingly competitive market and there are some excellent operators delivering real innovation and change in the industry. To be singled out as forerunners in three highly competitive areas from all of the great companies operating in these fields is a tremendous achievement and an indication that we are getting things right. I am extremely proud of the Webhelp UK team for getting us to this point and look forward to celebrating even more success with them in the future.

 

“This has been a phenomenal 12 months for Webhelp. New acquisitions, new clients and the introduction of global investment group KKR as our major shareholders has really propelled us onto new heights. Our turnover has grown by 250% in the past four years and is expected to top $1bn in 2016. I am delighted to see that our reputation for delivering quality work for our clients is developing at the same pace.”

 

The winners will be announced in front of an expected audience of 1,000 people at a gala dinner at London’s Hilton Park Lane on November 21, 2016.

 

ENDS

 

Press information:

Heather Astbury, head of PR at Webhelp, on +44(0)7825 593242 heather.astbury@uk.webhelp.com

 

______________________________________________________________________

About Webhelp

Webhelp is a global business process outsourcer (BPO), specialising in customer experience and payment management in addition to sales and marketing services across voice, social and digital channels.

From more than 25 countries with a 35,000-strong team, our focus is on engineering performance improvements and delivering a real and lasting transformation in our clients’ operating models to generate financial advantage. We partner with some of the world’s most progressive brands including Sky, Shop Direct, Bouygues, Direct Energie, KPN, Vodafone, La Redoute, Michael Kors and Valentino.

Headquartered in Paris, France, the company has grown its revenues by more than 250% in the last 4 years by investing in its people, the environment they work in and developing its analytical and operating capability to deliver a transformational outsourcing proposition that addresses the challenges of an omni-channel world.

Webhelp is owned by its management and KKR, a leading global investment firm, as of February 2016.

More information can be found at www.webhelp.com

 


Webhelp Shortlisted for Three Awards at the 2016 European Contact Centre & Customer Service Awards

Leading global customer experience and business process outsourcing company, Webhelp, has been named as a finalist in three categories at this year’s prestigious European Contact Centre & Customer Service Awards (ECCCSA).

With an expanded remit in 2016 the ECCCSA covers organisations representing more than 35,000 contact centres in 20 countries with around 4 million employees, making these “the longest-established, highest profile, most rigorously judged awards in the European contact centre and customer service industry”, according to CCMA Chief Executive, Ann-Marie Stagg.

Webhelp has been shortlisted for Best Application of Technology for work with its client Post Office Travel Insurance, Innovation in Digital Transformation for its contract with Shop Direct and Best Multi-Channel Customer Service, an award it is nominated for in conjunction with its partner Infinity, who developed the user interface technology employed by Webhelp.

 

David Turner, CEO of Webhelp UK, explained the importance of the awards: “These awards recognise the quality of the work being done across Europe in the contact centre and customer service industries. This is an increasingly competitive market and there are some excellent operators delivering real innovation and change in the industry. To be singled out as forerunners in three highly competitive areas from all of the great companies operating in these fields is a tremendous achievement and an indication that we are getting things right. I am extremely proud of the Webhelp UK team for getting us to this point and look forward to celebrating even more success with them in the future.

"But what I most proud of is that these nominations come in sectors that are new for us - retail and insurance - and highlight how much we have to offer companies operating in these markets.

“This has been a phenomenal 12 months for Webhelp. New acquisitions, new clients and the introduction of global investment group KKR as our major shareholders has really propelled us onto new heights. Our turnover has grown by 250% in the past four years and is expected to top $1bn in 2016. I am delighted to see that our reputation for delivering quality work for our clients is developing at the same pace.”

 

The winners will be announced in front of an expected audience of 1,000 people at a gala dinner at London’s Hilton Park Lane on November 21, 2016.

 

ENDS

 

Press information:

Heather Astbury, head of PR at Webhelp, on +44(0)7825 593242 heather.astbury@uk.webhelp.com

 

______________________________________________________________________

About Webhelp

Webhelp is a global business process outsourcer (BPO), specialising in customer experience and payment management in addition to sales and marketing services across voice, social and digital channels.

From more than 25 countries with a 35,000-strong team, our focus is on engineering performance improvements and delivering a real and lasting transformation in our clients’ operating models to generate financial advantage. We partner with some of the world’s most progressive brands including Sky, Shop Direct, Bouygues, Direct Energie, KPN, Vodafone, La Redoute, Michael Kors and Valentino.

Headquartered in Paris, France, the company has grown its revenues by more than 250% in the last 4 years by investing in its people, the environment they work in and developing its analytical and operating capability to deliver a transformational outsourcing proposition that addresses the challenges of an omni-channel world.

Webhelp is owned by its management and KKR, a leading global investment firm, as of February 2016.

More information can be found at www.webhelp.com

 


Webhelp Shortlisted for Top Environmental Award

Leading global customer experience and business process outsourcing company, Webhelp, has been shortlisted for this year’s Vision in Business for the Environment of Scotland (VIBES) Awards.

The VIBES Awards, now in their 17th year, recognise the commitment, actions and achievements of Scottish companies working hard to reduce their impact on the environment.

Webhelp has its UK headquarters in Falkirk and has additional sites across the country in Greenock, Dunoon, Kilmarnock, Rothesay and Glasgow, together employing several thousand people.

David Turner, CEO of Webhelp explained why this award is so important to the company: “We are very committed to protecting the environments in which we operate and we’ve invested around £250,000 in the last three years to improve our performance in this area. We are lucky enough to work in some of the most beautiful parts of the world and it is our responsibility to ensure we do our part to keep them that way.

“I’m delighted by the improvements we have made and I would like to thank each and every one of the dedicated ambassadors and team members whose commitment to this cause has resulted in us receiving this nomination.”

Identifying five main areas to tackle, Webhelp is dedicated to reducing its consumption of energy and water, reducing waste, decreasing its carbon footprint and ensuring employees are engaged with and aware of the aims of the campaign.

And the business has very positive results to show:
Energy Management (kWh)
- Electricity – 24% reduction in consumption since 2012. (4861 Tn CO2)
- 179 kWh v 150kWh per employee
- Gas – 26% reduction in consumption since 2013. (570 Tn CO2)
- 70kWh V 66kWh per employee

Water Management (Litres M3)
- 21% reduction in usage since 2014 (6.71 m3 Vs 5.31m3 per employee)

Waste Management (Tonnes)
- 0% waste to landfill.
- Internal recycling rate of 56% (this is further sorted off site)
- 220 tonnes recycled.

Travel Emissions (CO2 Tonnes)
- 57% reduction is emissions from business travel
- 13.4 kWh Vs 4.9 kWh per employee

Gillian Bruce, chair of the VIBES Awards, said: “It’s been a fantastic start to the 17th annual awards with a record number of entries keeping our judges busy. VIBES is dedicated to recognising companies which have taken significant steps to reducing their environmental impact so it’s extremely rewarding to see such a wide range of businesses sharing their great work with us.

“The variety of entries really highlights the different steps businesses are taking and how even the smallest of changes can positively impact the environment and indeed the business. Those shortlisted each impressed the judges with their creative ideas, passion and commitment to the environment and business issues and we are very much looking forward to celebrating their efforts at the ceremony later this year.”

The winners will be announced at a gala ceremony on November 8 at the Radisson Blu in Glasgow.

ENDS

Press information:
Heather Astbury, head of PR at Webhelp, on +44(0)7825 593242 heather.astbury@uk.webhelp.com