Webhelp Thanks Derby Team

 

Leading global customer experience and business process outsourcer, Webhelp, has spent a day saying thank you to the 35,000 colleagues around the world who have contributed to the business’ success this year.

 

The Advisors’ Day was celebrated across all sites in the 26 countries in which Webhelp operates, and the theme chosen this year was Hawaiian.

 

Senior management, many of them in Hawaiian garb, handed out sweets, drinks, fruit platters and flower garlands, in a light hearted thank you to all the team members for their excellent work over the year.

 

Colleagues were also encouraged to recognise each other for incidents that had inspired them in their daily work.

 

David Turner, CEO of Webhelp UK, said: “Webhelp is a business that is all about people and we are lucky enough to have a fantastic team here. I most sincerely want to thank them for all their hard work this year.

 

“Our Advisors’ Day is a bit of light hearted fun when our senior management team takes a day out to visit the sites and ensure we say thank you in person to our teams. It is very important to us that our colleagues feel appreciated for the work they do and that they have the opportunity to feedback any comments about their working environment. By creating an informal atmosphere we hope it makes it easier for colleagues to talk to us about any issues they may have, while at the same time hopefully ensuring everyone has some fun.”

 

 

Picture caption: Getting into the Hawaiian spirit at Webhelp’s Advisors’ Day in Derby.

 


Webhelp Thanks Dearne Valley Team

Leading global customer experience and business process outsourcer, Webhelp, has spent a day saying thank you to the 35,000 colleagues around the world who have contributed to the business’ success this year.

 

The Advisors’ Day was celebrated across all sites in the 26 countries in which Webhelp operates, and the theme chosen this year was Hawaiian.

 

Senior management, many of them in Hawaiian garb, handed out sweets, drinks, fruit platters and flower garlands, in a light hearted thank you to all the team members for their excellent work over the year.

 

Colleagues were also encouraged to recognise each other for incidents that had inspired them in their daily work.

 

David Turner, CEO of Webhelp UK, said: “Webhelp is a business that is all about people and we are lucky enough to have a fantastic team here. I most sincerely want to thank them for all their hard work this year.

 

“Our Advisors’ Day is a bit of light hearted fun when our senior management team takes a day out to visit the sites and ensure we say thank you in person to our teams. It is very important to us that our colleagues feel appreciated for the work they do and that they have the opportunity to feedback any comments about their working environment. By creating an informal atmosphere we hope it makes it easier for colleagues to talk to us about any issues they may have, while at the same time hopefully ensuring everyone has some fun.”

 

 

Picture caption: Getting into the Hawaiian spirit at Webhelp’s Advisors’ Day in Dearne Valley.

 


Webhelp Thanks Team in Greenock

Leading global customer experience and business process outsourcer, Webhelp, has spent a day saying thank you to the 35,000 colleagues around the world who have contributed to the business’ success this year.

 

The Advisors’ Day was celebrated across all sites in the 26 countries in which Webhelp operates, and the theme chosen this year was Hawaiian.

 

Senior management, many of them in Hawaiian garb, handed out sweets, drinks, fruit platters and flower garlands, in a light hearted thank you to all the team members for their excellent work over the year.

 

Colleagues were also encouraged to recognise each other for incidents that had inspired them in their daily work.

 

David Turner, CEO of Webhelp UK, said: “Webhelp is a business that is all about people and we are lucky enough to have a fantastic team here. I most sincerely want to thank them for all their hard work this year.

 

“Our Advisors’ Day is a bit of light hearted fun when our senior management team takes a day out to visit the sites and ensure we say thank you in person to our teams. It is very important to us that our colleagues feel appreciated for the work they do and that they have the opportunity to feedback any comments about their working environment. By creating an informal atmosphere we hope it makes it easier for colleagues to talk to us about any issues they may have, while at the same time hopefully ensuring everyone has some fun.”

 

 

Picture caption: Getting into the Hawaiian spirit at Webhelp’s Advisors’ Day in Greenock.

 


Webhelp Thanks Team in Kilmarnock

 

Leading global customer experience and business process outsourcer, Webhelp, has spent a day saying thank you to the 35,000 colleagues around the world who have contributed to the business’ success this year.

 

The Advisors’ Day was celebrated across all sites in the 26 countries in which Webhelp operates, and the theme chosen this year was Hawaiian.

 

Senior management, many of them in Hawaiian garb, handed out sweets, drinks, fruit platters and flower garlands, in a light hearted thank you to all the team members for their excellent work over the year.

 

Colleagues were also encouraged to recognise each other for incidents that had inspired them in their daily work.

 

David Turner, CEO of Webhelp UK, said: “Webhelp is a business that is all about people and we are lucky enough to have a fantastic team here. I most sincerely want to thank them for all their hard work this year.

 

“Our Advisors’ Day is a bit of light hearted fun when our senior management team takes a day out to visit the sites and ensure we say thank you in person to our teams. It is very important to us that our colleagues feel appreciated for the work they do and that they have the opportunity to feedback any comments about their working environment. By creating an informal atmosphere we hope it makes it easier for colleagues to talk to us about any issues they may have, while at the same time hopefully ensuring everyone has some fun.”

 

 

Picture caption: Getting into the Hawaiian spirit at Webhelp’s Advisors’ Day in Kilmarnock.

 


Webhelp Says Thank You To Cardiff Team

Leading global customer experience and business process outsourcer, Webhelp, has spent a day saying thank you to the 35,000 colleagues around the world who have contributed to the business’ success this year.

 

The Advisors’ Day was celebrated across all sites in the 26 countries in which Webhelp operates, and the theme chosen this year was Hawaiian.

 

Senior management, many of them in Hawaiian garb, handed out sweets, drinks, fruit platters and flower garlands, in a light hearted thank you to all the team members for their excellent work over the year.

 

Colleagues were also encouraged to recognise each other for incidents that had inspired them in their daily work.

 

David Turner, CEO of Webhelp UK, said: “Webhelp is a business that is all about people and we are lucky enough to have a fantastic team here. I most sincerely want to thank them for all their hard work this year.

 

“Our Advisors’ Day is a bit of light hearted fun when our senior management team takes a day out to visit the sites and ensure we say thank you in person to our teams. It is very important to us that our colleagues feel appreciated for the work they do and that they have the opportunity to feedback any comments about their working environment. By creating an informal atmosphere we hope it makes it easier for colleagues to talk to us about any issues they may have, while at the same time hopefully ensuring everyone has some fun.”

 

 

Picture caption: Getting into the Hawaiian spirit at Webhelp’s Advisors’ Day in Cardiff.

 


Linking the Customer Experience to Business Value

cx business value

Providing a comprehensive customer service function requires investment. It used to be seen as a cost for most companies – money had to be spent on the customer contact centre, but it could have been better invested elsewhere.

Those attitudes have changed. First, the contact centres started cross-selling and up-selling and proving that their direct customer contact could be valuable. Now, customer contact is often published publicly on social networks so the customer service function has become a key part of the marketing strategy for many organisations. The connection to the customer has become critical not only in giving each individual customer a great experience, but in driving new customers to the brand.

But how do you quantify any of this? If your job involves customer service strategy and you need to build a business case for new investment, or even just try to justify your budget projections for the year ahead, how can you determine which customer experience investments really pay off? Is it possible to measure a Return on Investment (ROI) when planning the customer experience (CX)?

The consulting firm McKinsey believes so. Their research is full of failed customer experience programmes where executives tried to wow customers with dramatic changes and innovations. However, McKinsey have seen enough CX programmes, both failures and successes, to draw some conclusions on which measures really pay off and how success can be measured.

You can read the complete McKinsey report on their website here, but I’ll summarise their approach:

  1. Explicitly connect a link between business value and your changes to the CX. Try linking what customers say to what they actually do, and develop a hypothesis for change that focuses on improving what customers really want – not just what they say they want on a survey. Gather historic behavioural data and project into the future using the widest data set you can find.
  2. Prioritise investments to places that will achieve the most good for customers. Determine what really matters to your customers, and also which of the possible issues will have the biggest payout. Then build end-to-end customer journey models and attempt to visualise how your service may work in future. Identify opportunities to completely disrupt the market, rather than just progressing with your existing business model.
  3. Create a road map with early gains that can fund later stages. Ensure that success is broken into chunks, so deliveries are regular and frequent. Identify some changes to your systems that will actually deliver efficiencies or gains without the need for a bigger picture change. These can be seen to be contributing quickly, and therefore funding later projects in the programme of change.

These three pointers are extremely important for any executive planning an investment in CX improvement; focusing on them can help you avoid the initiatives that are ignored or that just never settle in.

What would you add to the list beyond these three key steps? Leave a comment below or get in touch on LinkedIn and let me know.


Johannesburg Colleagues Celebrated at Annual Webhelp Awards

Leading global customer experience outsourcer, Webhelp, celebrated the dedication and commitment of its colleagues at the company’s annual Star Awards held last week in The Bay Hotel, Camps Bay, Cape Town.

 

Representatives from sites across South Africa gathered for a Gatsby-themed gala dinner and drinks reception hosted by actor and presenter Nico Panagio.

 

Also on hand to provide the entertainment were Webhelp’s Got Talent winners singer Terrence Makhaye and hip hop dancers Wesley Henry and Shana-Lee Williams.

 

A total of 11 awards for excellence were handed out on the night, with six of the winners coming from Johannesburg.

Craig Gibson, CEO of Webhelp SA, said:

“Tonight is about thanking the team for a job well done this year. It has been an amazing year for Webhelp. We’ve gained major new clients, such as Unilever, announced significant acquisitions, including the recent purchase of top Nordic customer excellence firm, GoExcellent, now known as Webhelp Nordic, and brought on board a fantastic new major shareholder, the global investment group, KKR.

“None of these amazing achievements would have been possible without the dedication, hard work and commitment to creating the highest quality customer experience that our colleagues deliver day in and day out. I am tremendously proud of the team and congratulate them on their wonderful performance this year.”

 

The 11 awards were as follows:

  • Brightest Star of the Year – Palesa Meletse, who has worked at the Parktown, Johannesburg site for two and a half years.

Palesa Meletse

  • Making a Difference Award – Nomthandazo Qobose, who has worked in Parktown, Johannesburg for two years

Nomthandazo Qobose

  • Rising Star of the Year – Kgomotso Kgatitsoe, who has also been at Parktown, Johannesburg for two years

Kgomotso Kgatitsoe

  • The WOW Factor – Carika Smith, another colleague with two years’ tenure at Parktown, Johannesburg

Carika Smith

  • Role Model of the Year (Operations) – Darish Morgan, who has been at Parktown, Johannesburg for just 14 months
  • Role Model of the Year (Support) – joint winners were Bruce Husie, from the Finance team at Parktown, Johannesburg and Adnaan Ajam, a member of the Learning and Development team at Claremont, Cape Town.

Bruce Husi

  • Spirit of Webhelp – Laura Theunissen, a project manager from Claremont, Cape Town
  • Webhelp Team of the Year – Katja Alves, Jyde Witten, Thaabiet Daniels and Debbi Fourie, who all work at Claremont, Cape Town
  • Mandisa Nzima Award –Mathew Carolissen, who has worked at Claremont, Cape Town for three years
  • Team Leader of the Year – Farenaaz Lester, who has worked at Claremont, Cape Town for 12 months
  • Shining Star of the Year – Edward Quinn, who has worked at The Point, Pretoria, for 18 months

 

Each of the winners received a trophy, a certificate and R5,000.

 


Pretoria Colleague is Webhelp SA’s Shining Star

 

Leading global customer experience outsourcer, Webhelp, celebrated the dedication and commitment of its colleagues at the company’s annual Star Awards held last week in The Bay Hotel, Camps Bay, Cape Town.

 

Representatives from sites across South Africa gathered for a Gatsby-themed gala dinner and drinks reception hosted by actor and presenter Nico Panagio.

 

Also on hand to provide the entertainment were Webhelp’s Got Talent winners, singer Terrence Makhaye and hip hop dancers Wesley Henry and Shana-Lee Williams.

 

A total of 11 awards for excellence were handed out on the night, with Edward Quinn, who works at The Point in Pretoria, scooping the title of Shining Star of the Year. Craig Gibson, CEO of Webhelp SA, said:

 

“Edward is a hard worker and the quality of his work reflects this. He embodies the Webhelp values of commitment and unity, always delivers on his objectives and is driven to succeed. He has not only outperformed expectations but has also excellently dealt with complaints and helped out fellow colleagues to deliver excellent service to our clients. Edward is always ready for challenges, has fantastic attention to detail and always acts with integrity.  He is a credit to himself and to Webhelp.

 

“Tonight is about thanking the team for a job well done this year. It has been an amazing year for Webhelp. We’ve gained major new clients, such as Unilever, announced significant acquisitions, including the recent purchase of top Nordic customer excellence firm, GoExcellent, now known as Webhelp Nordic, and brought on board a fantastic new major shareholder, the global investment group, KKR.

 

“None of these amazing achievements would have been possible without the dedication, hard work and commitment to creating the highest quality customer experience that our colleagues deliver day in and day out. I am tremendously proud of the team and congratulate them on their wonderful performance this year.”

 

The 11 awards were as follows:

  • Shining Star of the Year – Edward Quinn, who has worked at The Point, Pretoria, for 18 months
  • Spirit of Webhelp – Laura Theunissen, a project manager from Claremont, Cape Town
  • Webhelp Team of the Year – Katja Alves, Jyde Witten, Thaabiet Daniels and Debbi Fourie, who all work at Claremont, Cape Town
  • Mandisa Nzima Award –Mathew Carolissen, who has worked at Claremont, Cape Town for three years
  • Team Leader of the Year – Farenaaz Lester, who has worked at Claremont, Cape Town for 12 months
  • Role Model of the Year (Support) – joint winners were Bruce Husie, from the Finance team at Parktown, Johannesburg and Adnaan Ajam, a member of the Learning and Development team at Claremont, Cape Town.
  • Brightest Star of the Year – Palesa Meletse, who has worked at the Parktown, Johannesburg site for two and a half years.
  • Making a Difference Award – Nomthandazo Qobose, who has worked in Parktown, Johannesburg for two years
  • Rising Star of the Year – Kgomotso Kgatitsoe, who has also been at Parktown, Johannesburg for two years
  • The WOW Factor – Carika Smith, another colleague with two years’ tenure at Parktown, Johannesburg
  • Role Model of the Year (Operations) – Darish Morgan, who has been at Parktown, Johannesburg for just 14 months

 

 

Each of the winners received a trophy, a certificate and R5,000.

 

 


Cape Town Colleagues Celebrated in Annual Webhelp Awards

Leading global customer experience outsourcer, Webhelp, celebrated the dedication and commitment of its colleagues at the company’s annual Star Awards held last week in The Bay Hotel, Camps Bay, Cape Town.

 

Representatives from sites across South Africa gathered for a Gatsby-themed gala dinner and drinks reception hosted by actor and presenter Nico Panagio.

 

Also on hand to provide the entertainment were Webhelp’s Got Talent winners singer Terrence Makhaye and hip hop dancers Wesley Henry and Shana-Lee Williams.

 

A total of 11 awards for excellence were handed out on the night, with five winners coming from Cape Town. Craig Gibson, CEO of Webhelp SA, said:

 

“Tonight is about thanking the team for a job well done this year. It has been an amazing year for Webhelp. We’ve gained major new clients, such as Unilever, announced significant acquisitions, including the recent purchase of top Nordic customer excellence firm, GoExcellent, now known as Webhelp Nordic, and brought on board a fantastic new major shareholder, the global investment group, KKR.

 

“None of these amazing achievements would have been possible without the dedication, hard work and commitment to creating the highest quality customer experience that our colleagues deliver day in and day out. I am tremendously proud of the team and congratulate them on their wonderful performance this year.”

 

The 11 awards were as follows:

  • Spirit of Webhelp – Laura Theunissen, a project manager from Claremont, Cape Town

Laura Theunissen

  • Webhelp Team of the Year – Katja Alves, Jyde Witten, Thaabiet Daniels and Debbi Fourie, who all work at Claremont, Cape Town

Vodafone Team

  • Mandisa Nzima Award –Mathew Carolissen, who has worked at Claremont, Cape Town for three years

Mathew Carolissen

  • Team Leader of the Year – Farenaaz Lester, who has worked at Claremont, Cape Town for 12 months

Farenaaz Lester

  • Role Model of the Year (Support) – joint winners were Bruce Husie, from the Finance team at Parktown, Johannesburg and Adnaan Ajam, a member of the Learning and Development team at Claremont, Cape Town.

Adnaan Ajam

  • Brightest Star of the Year – Palesa Meletse, who has worked at the Parktown, Johannesburg site for two and a half years.
  • Making a Difference Award – Nomthandazo Qobose, who has worked in Parktown, Johannesburg for two years
  • Rising Star of the Year – Kgomotso Kgatitsoe, who has also been at Parktown, Johannesburg for two years
  • The WOW Factor – Carika Smith, another colleague with two years’ tenure at Parktown, Johannesburg
  • Role Model of the Year (Operations) – Darish Morgan, who has been at Parktown, Johannesburg for just 14 months
  • Shining Star of the Year – Edward Quinn, who has worked at The Point, Pretoria, for 18 months

 

 

Each of the winners received a trophy, a certificate and R5,000.

 


Webhelp Says Thank You To Gurgaon Colleagues

Leading global customer experience and business process outsourcer, Webhelp, has spent a day saying thank you to the 35,000 colleagues around the world who have contributed to the business’ success this year.

 

The Advisors’ Day was celebrated across all sites in the 26 countries in which Webhelp operates, and the theme chosen this year was Hawaiian.

 

Senior management, many of them in Hawaiian garb, handed out sweets, drinks, fruit platters and flower garlands, in a light hearted thank you to all the team members for their excellent work over the year.

 

Colleagues were also encouraged to recognise each other for incidents that had inspired them in their daily work.

 

David Turner, CEO of Webhelp UK, said: “Webhelp is a business that is all about people and we are lucky enough to have a fantastic team here. I most sincerely want to thank them for all their hard work this year.

 

“Our Advisors’ Day is a bit of light hearted fun when our senior management team takes a day out to visit the sites and ensure we say thank you in person to our teams. It is very important to us that our colleagues feel appreciated for the work they do and that they have the opportunity to feedback any comments about their working environment. By creating an informal atmosphere we hope it makes it easier for colleagues to talk to us about any issues they may have, while at the same time hopefully ensuring everyone has some fun.”

 

 

Picture caption: The Webhelp team in Gurgaon getting into the Hawaiian spirit at Webhelp’s Advisors’ Day.