Technology Enabler

Technology enablement is a core pillar of Webhelp's role as a strategic partner to its clients. Click here to learn more about how we bring our clients and partners into a truly digital, omni-channel world.


Webhelp for Transformation

Business transformation, whether on a small or large scale, can be done smoothly and effectively in strategic partnership with Webhelp. Click here to download our Webhelp for Transformation white paper, an exploration of the ways Webhelp can engineer change on different scales for our clients and partners.


Webhelp for Performance

Better business performance across the board is a realistic goal, and one that is repeatedly achieved by Webhelp and its partners. Click here to download the Webhelp for Performance white paper, a blueprint for the pursuit of continuous improvement.


Working for Webhelp

People make Webhelp. Each person brings a different energy, a different passion, a different motivation and, critically, their own unique set of skills and talents. Webhelp prides itself on being a great place to work, and providing real opportunities for career progression at every level. To find out more about working for Webhelp, click here.


Data and Analytics

Data and analytics are a vital part of how Webhelp engineers the ideal customer experience. We use the latest technology and a team of highly trained specialists to identify the root causes of problems and develop solutions that are proven to succeed.To learn more about what we do with data and analytics, click here.


Customer Experience. Engineered

Engineering the ideal customer experience requires intelligent use of data and the drive to move away from traditional models and into transformational outsourcing. To learn more about what we do and how we do it, visit our Services page.


Webhelp Wins Gold and Silver at 2016 European Contact Centre & Customer Service Awards

Leading global customer experience and business process outsourcing company, Webhelp, beat off stiff competition to take gold and silver awards at last night’s (Nov 21) prestigious European Contact Centre & Customer Service Awards (ECCCSA), held at the Hilton Park Lane, London.

ECCCSA Gold winner logo webECCCSA Gold winner logo web

Webhelp secured the top award in the Best Application of Technology category for work with its client Post Office Travel Insurance, and was runner up in Innovation in Digital Transformation for its partnership with Shop Direct.

ECCCSA Silver winner logo-web

Competition this year was particularly stiff, with nominations open to organisations representing more than 35,000 contact centres in 20 countries, together employing around 4 million people.

 

David Turner, CEO of Webhelp UK, explained the importance of the awards: “These awards recognise the new standard of contact centres and customer service across Europe. Webhelp and our client partners work tirelessly to create the best possible contact experience for customers. We are committed to raising the bar and challenging our competition.

 

“Webhelp has been recognised in two critical sectors; retail and insurance, and for two areas which are fundamental to our success; technology and transformation. Webhelp’s ability to engineer customer experience transformation and our commitment to enabling our clients and our people with the best technology to deliver the highest quality results is what sets us apart from the competition. Recognition like this confirms to me that we are doing the job we set out to do, for our clients, their customers and our industry.

 

“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.”

 

 

 

Shop Direct's personalisation success story

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Webhelp partnered with Shop Direct in late 2015, with an ambition to create a ‘digital first’ customer experience.

The goal was a transformation of Shop Direct’s customer service operation over three years to shift towards digital service, enhance the customer experience and reduce base cost.

This partnership won Webhelp the Global Sourcing Association award for customer experience provider of the year 2016, as well as the Silver award for Innovation in Digital Transformation at ECCCSA.

Download our case study to learn how we did it.

 


Webhelp Recruits 190 People at Scottish Sites

Leading global customer experience and business process outsourcing company, Webhelp, has announced plans to recruit up to a further 190 people across four sites in Scotland by the end of the year.

This new recruitment drive comes on top of the 80 jobs announced for the Falkirk site last month and the 14 new positions in Rothesay created earlier this month.

This latest demand is for customer service advisors and team leaders at Webhelp’s sites in Glasgow, Kilmarnock, Greenock and Dunoon. The requirement for more people is down to a combination of increased business from existing contracts and new client wins.

David Turner, CEO of Webhelp UK, said: “Scotland has a great reputation for customer service and that is because of the people; we are lucky to have some of the very best. The talent we have here is why we are increasing business with our existing clients and adding more top flight European companies to our growing and fantastic client list.

“We have a wonderful team at Webhelp and I am very proud that we represent some of the country’s best known and most prestigious brands. Our people are often the first point of contact when a customer has a query about a product or service. That provides our advisors with a tremendous opportunity to improve the customer’s relationship with the brand, which is extremely satisfying for our people, and is something we at Webhelp are very proud to do well.

“Webhelp connects our clients with the very latest technology and invests heavily in data analytics to ensure we can capture information about how brands are interacting with their customers. We feed that information back to our clients and develop solutions to improve their interactions with and loyalty from their customers.

“Webhelp uses intelligence from customer contact data to engineer customer experience standards for the future. We anticipate the trends that will come in customer engagement and offer solutions to businesses to ensure they are meeting their customers’ demands. This makes Webhelp an exciting place to work and a place where there are lots of opportunities to develop a career in many different areas. The business is growing and winning awards and clients. This is a fantastic time to come and join us.”

 

Between now and the end of the year Webhelp is looking to recruit 40 people in Kilmarnock, 45 people in Greenock, 15 in Dunoon and 86 in Glasgow. All the positions are full time.

If you are interested in finding out more about the opportunities that exist in Scotland or at Webhelp’s other UK sites, contact recruitment@uk.webhelp.com

 

 

 

 


Webhelp Given ‘Special Judges’ Award at CCA Excellence Awards

 

Leading global customer experience and business process outsourcing company, Webhelp, received one of only two ‘Special Judges’ Awards handed out at last night’s (Nov 17) Contact Centre Association (CCA) Excellence Awards, held in the Hilton Hotel in Glasgow.

 

The CCA Excellence Awards are in their 20th year of recognising and celebrating those companies who have achieved extraordinary success or individuals who have shown extraordinary leadership, passion and commitment.

 

The judges felt the quality of entries was so high this year from both UK and international companies, that they decided to award two ‘Special Judges’ awards for the first time ever.

 

Webhelp received their ‘Special Judges’ award for Innovation in BPO – A Partnership Approach for the outsourcer’s work with leading online retailer, Shop Direct.

 

Chairman of the judging panel, Andrew Mends, said: “This year’s winners should be exceptionally proud because it was by far the most competitive field ever with a record number of international as well as UK entrants. Our panel of 30 judges had a very difficult task due to the quality of submissions being so high. We would like to congratulate everyone who made the shortlist, because each one demonstrated a serious commitment to superior customer service.”  

 

David Turner, CEO of Webhelp UK, said: “I am extremely proud of the team for winning this award. They have shown great commitment and dedication to our client Shop Direct and have worked tirelessly with the team there to drive transformation and improvements in the retailer’s customer experience. Working together the people from both companies have achieved improvements in customer experience and savings in costs much more quickly than anticipated. I am delighted that this great work is being recognised by the industry with this special award.”

 

CCA Chief Executive, Anne Marie Forsyth, said: “Delivering world class customer service consistently in today’s 24/7 world requires exceptional people who can live up to exacting standards. I would like to warmly congratulate all of our winners who do just that on a daily basis.”

 

 

 

 


Going Beyond Personalisation to Explore a New Kind of CX

social-media

Improving the customer experience by offering a more personal service is a subject that has been talked about a lot recently. With the customer journey now being more complex and defined more as a relationship between the customer and brand, there are enormous opportunities to get closer to customers.

Some of these may even be entirely new channels that did not exist until now. Look at Makeup Genius from L’Oreal for a great example of this. Makeup Genius is an app that can be installed on smartphones. It allows users to take a selfie and then apply makeup to the photo - testing different L’Oreal products using a virtual environment.

Think for a moment about how makeup has traditionally been sold. For years the retail format was dominated by concessions inside department stores – although recently more dedicated makeup retailers like Sephora have been improving the in-store experience. Other formats included the independent representatives: your neighbour selling Avon, for example. The sales channels are well established and have not really changed for a long time.

Now take a look once again at the app and think about how this changes the customer relationship for a company like L’Oreal:

  • Try before you buy: customers can test any product at their own convenience - at any time and any place so long as they have their phone. All products are available and can be tested using the simulation.
  • Buy immediately: if you create a look that you like, you can click a button and order all the products used during that simulation. This is an entirely new sales channel.
  • Advocate: users can share their selfies after makeup is applied. By sharing images with their friends, they are not just having fun and passing on selfies – they are actively promoting the L’Oreal brand. That’s extremely powerful - nothing promotes a brand more than a personal recommendation from a friend.

This idea of getting more personal and closer to customers is often framed within the boundaries of learning about customer preferences so improved deals and recommendations can be offered, but it’s clear that there are opportunities to create entire new sales channels and customer relationships. Explore beyond the obvious and you will be rewarded.

What do you think the possibilities are for new sales channels and personalisation? Leave a comment below and let me know, or get in touch on LinkedIn.