Thomas Cook to partner with Webhelp at Falkirk customer contact centre

Thomas Cook, one of the world’s leading holiday companies, today announces the transfer of its Falkirk contact centre to Webhelp Group, a global leader in customer experience. As part of the agreement, the 300 person operation will remain in its current premises.

Webhelp is a specialist customer experience outsourcing company, based in Falkirk, which deploys cutting edge technology and highly trained experts to help brand’s put customer service at the heart of their business. Thomas Cook customers will benefit from support from a provider with a wealth of experience working with some of the UK’s leading travel brands.

The agreement with Webhelp is consistent with Thomas Cook’s strategy to form partnerships which allow the business to streamline its operations while maintaining or improving its core offer to its customers.

Ingo Burmester, Chief of UK Source Market, Thomas Cook, commented:

“By using the expertise of a provider like Webhelp for our contact centre in Falkirk, we can keep improving our service while focusing our business where we can create the most value for our customers.”

David Turner, Chief Executive Officer Webhelp UK, commented:

“We’re delighted to have been selected to help deliver world class customer experience for Thomas Cook’s holiday customers and proud that our record of excellence in customer service, technology and IT capability and long term commitment to Falkirk made us the right partner for the brand.”


About Thomas Cook Group Plc.

Thomas Cook Group plc. is one of the world’s leading leisure travel groups, with sales of £9 billion in the year ended 30 September 2017. It is supported by 22,000 employees and has 190 own-brand hotels. It operates from 17 source markets and serves over 20 million customers annually. Thomas Cook Group plc’s shares are listed on the London Stock Exchange (TCG).

Johannesburg Colleagues Win Big 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.
• 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
• 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.
• 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.


Webhelp make waves in Dunoon Beach Clean Up

From left to right : Nial McAllister (Customer Advisor), Judith Dominick  (Customer Advisor), Carole King (Team Manager), Tariq Latif   Customer Advisor), Sarah Cox (Team Manager), Robin Danks (Operations Manager)


Webhelp UK, one of the country’s leading business process outsourcers (BPO), has teamed up with The GRAB Trust to work on a new beach clean initiative which took place in Dunoon.

The event, which was held on Saturday 4th August at Dunoon’s West Bay, saw a 12 strong team from Webhelp take up the challenge to rid the beach of plastic and other waste materials. The GRAB trust - a charitable, social enterprise formed to address waste and recycling issues in Argyll & Bute – supported the Webhelp team by providing bags, equipment to pick up waste materials, and also protective clothing.

Benjamin Appleby at The GRAB Trust, said “As the issue of Marine Litter becomes ever more present in the public eye, it is gratifying to see companies like Webhelp getting out into the community and making a difference. Hopefully their great example will encourage others to get out there and take care of our environment.”

The beach clean was inspired by a wider Webhelp initiative which aims to phase out single use plastic across all of its UK sites. The removal of plastic cups alone will save over 240,000 cups per year, with the use of plastic straws and cutlery also being scaled back.

Anton Manley, Chief Operating Officer at Webhelp UK, said “In Dunoon we are lucky to work in one of the most beautiful parts of Scotland; and as such an integral part of the local community, we see it as our responsibility to support in helping to keep it that way.

“A massive thank you to everyone gave up their time to get involved; their passion and enthusiasm for protecting our environment really shone through.”



Press information:

Ewan McKay, Marketing and Communications Manager at Webhelp, on +44(0)7980 411230,

The importance of a visual brand language

If you are involved with marketing or corporate communications you know the following scenario: your company’s product or service is great, but how do you communicate it to potential clients? This task can be even more challenging if you are offering your services to other businesses rather than products to consumers: often these services are more abstract and need some explanation for better understanding. One of the biggest obstacles when addressing your audience: a tough competition fighting for your audience’s attention.

Between 2000 and 2015 the average visual attention span of a grown-up person dropped by a third – from 12 to 8 seconds. It is crucial to choose the easiest and fastest way to get your customers’ attention. Research shows that visuals are processed 60,000x faster than written content. It’s no surprise if you consider the fact that 70% of our sensory receptors are in our eyes and 90% of info transmitted to the brain is visual.

But nowadays there is an abundance of visuals that try to catch your attention. With Facebook and Instagram as powerful marketing machines, you need to visually stand out in a fierce field of competitors. A key element is a consequent and consistent visual brand language.

This visual brand language – or Corporate Identity (CI) has one main goal: Recognition! Therefore, a coherent look and feel of your brand must be reflected throughout all channels of communication: be it a pitch-presentation at a meeting with a potential client, an image video to showcase your enterprise, your company’s booth at a trade show or your corporate website.

Those different needs for CI conform marketing materials require the help of design specialists, as the tools and programs to create well-designed content become more and more sophisticated. Moreover, creative minds often find new and unconventional solutions to communicate content.

Let’s have a look at the different channels for brand communication:

Catering to your audience on social media is a must! In many cases, communication via Facebook, Twitter or Instagram is as important and efficient as having a corporate website. Therefore, make sure you have branded templates that support your message for different social media channels. For a better control of how different platforms crop and resize pictures, you can go on websites like to find the right dimensions for your images.

Sometimes it’s not enough to work with images or graphics. You may need videos or animations to explain how your product works, what your office space looks like (think 360° videos) or to communicate a more personal message to your audience. Videos or animations are great tools to enhance your visual impact, as they can offer a more dynamic and diverse view on your content. They are also perfect to present remotely, by sending a link of your YouTube channel or embedding it into your corporate website. But beware: There is a risk of overdoing it with effects and neglecting the story side of your video. Don’t fall into this trap, but invest enough time in a thoroughly laid out storyboard or script. Remember to keep it short and sweet.

Visual consistency is a key factor in e-mail marketing. A deep knowledge about where eye-catcher images need to be placed or how to design CTAs (call to action) gives you a competitive edge. E-mail marketing can help build a loyal customer base and lead to a deeper understanding of their needs and preferences. Try A/B tests to find out what works best for your recipients – for both content and imagery.

They are perfect for communicating your company’s values, demonstrating your competencies and finding an interesting mix to cater to many readers. Content editors and designers have to work hand in hand in order to provide excellent results. Magazines work in e-versions as pdfs or hosted on self-publishing platforms but also print-issues still play a major role.

A modern CMS (Content Management System) makes maintaining a website easy: With a few clicks images can be replaced and written content can be added. You don’t need to be a coding-god to provide a perfect user experience. Obviously, the initial set-up of the website needs to be CI compliant, but also pictures and content used to update the site, need to provide consistency.

How do you make sure your visual brand language stays consistent across different marketing channels?