Webhelp South Africa announced as a finalist at the 2018 National Business Awards

22 October 2018, Johannesburg - The National Business Awards has announced that Webhelp is a finalist in three categories for its 16th  annual National Business Awards. The highly coveted awards aim to recognise companies that demonstrate outstanding performance in areas including sustainability, customer focus, tech innovation and fast growth. With its rigorous research and criteria, the accolade is recognised as a benchmark for business excellence.

Webhelp South Africa has been shortlisted in the following categories:

  • Education Training and Skills Development
  • Business Solutions Award
  • Innovation through Technology Award

Commenting on the achievement Brandon Aitken, Chief Commercial Officer for Webhelp South Africa said, “We are excited and proud to have been nominated by the National Business Awards in three categories that are particularly close to our hearts.  This is testament to the professionalism, dedication and teamwork of our people and a clear indication of our commitment to driving growth in the South African economy.”

Webhelp South Africa makes significant investments in its people and a wide range of technologies on an ongoing basis to ensure the provision of world class customer experience on behalf of its client partners and rewarding career opportunities and vibrant workplaces for its people.

“Webhelp’s mission is simple: we aim to be the best at engineering the customer experience in order to unlock substantial business benefits for our clients. We do this for some of the world’s most progressive brands and we’re delighted that our efforts are being recognised”, says Aitken.

For more information on Webhelp SA visit: https://www.webhelp.com/en-sa/

Ends//

Kirsten Wilson
Webhelp South Africa
Senior Account Support Manager
+27 (0) 87 285 4390
Kirsten.wilson@za.webhelp.com

 

 

 


The modern selling

B2B expresses new needs, initiated by the digitalization of the customer journey and influenced by individual behaviour, which lead to significant changes:

  • The first contact with the trade occurs later in the proces
  • The purchasing cycle is getting longer
  • Buyers need sales representatives more than ever to answer the most complex questions or negotiate a price.
"B2B buyers are looking for a digital customer experience supported by highly qualified salespeople. "

The customer experience remains at the heart of the concerns, even if more digitalization means that sales teams have fewer opportunities to transform. It is therefore crucial to evolve your approach to offer a unique experience every time, from the company's top layers to the last mile, driven by both the strategy and the compensation plan. In this context of transformation, companies are taking the opportunity to reposition the missions of the sales forces. The most striking example is the IT sector that is migrating from an annual licensing model to rental mode. The "personae" of the account manager has been adjusted to focus fully on development and sales missions, positioning tasks that do not create value on other teams, in order to optimize ROI.

This meets higher market expectations, impacting both growth and NPS. The "premium" has become the norm in customer relations, we even speak of "debt" to our customers.

Now, a new paradigm must be solved: offering more value before the first interaction with sales. The brand must be memorable, for its customers but also for its prospects. Future customers ("leads") expect to be known and recognized, while being contacted in less than twelve hours; from their point of view 60% of the sales journey is already completed. Therefore, sellers must first focus on the highest potential and have immediately accessible sources of information to know and understand their audiences.

Upstream, the idea is to bring together sedentary teams to deliver an end-to-end service, analysis-marketing-sales-customer success, led by sales specialists to accelerate growth. This virtuous alignment is "completed" by the consolidated monitoring of KPIs covering the entire process, from MQL to SQL. It is a model that limits operating expenses and optimizes ROI: the cost is between field sales and distance sales.

Concretely?

The new standard profile of the salesperson is not only based on his commercial fibre, he is a graduate (BAC+3 at least), speaks several languages and has an appetite for the use of digital sales tools, to summarize the tools of the community manager of a few years ago.

Operating from excellent commercial centres, unlike the old cliché of the call-centre, these specialists reclaim the content produced by marketing and communication to prospect and connect with business subjects that will reach the targeted audience. They carry the brand's values both by phone and on digital channels.

They are assisted daily by technology to simplify the process of connecting with decision-makers or to track shared content throughout the sales process. Augmented reality tools help to customize the live demonstration.

The A.I. is available 24/7 to train operational teams and accelerate continuous improvement, aligned across all departments that are in direct contact with customers. With these shared fundamentals, it is the seller's humanity that will make the difference: to establish a diagnosis and respond to the need thanks to his relational intelligence. Influences that are found in products from several brands that focus first on the user experience and then build a technology that will support it.

It is an exciting time for customer relations and the people who ensure it: customer satisfaction is at the heart of all projects.

 

Alexandre Barthel
Head of Demand Webhelp
Let me know what you think, lets get in touch via my LinkedIn


[Fashion] Take advantage of the “Made in Spain” boom

In recent years, the "Made in Spain" tag-line has positioned itself like never before in the fashion footwear area. It has become a "brand" associated with comfort, quality and design, with excellent value for money. A recognition that opens the doors to footwear firms when entering the most demanding markets.

Fashion Made in spain in the US market

One of them is the United States. A complicated market due to its size, payment methods, logistics, but above all, for the structure and mentality of the distribution. This is a challenge for many footwear companies that consider their expansion in this country as an opportunity. Proof of this is the constant increase of Spanish footwear exports to this country, which tops the table of consumers outside of the European Union.

In the first five months of 2018, the United States increased its purchases by 11%. The average price stands at 46 euros, one of the highest in the world for Spanish footwear, and it continues to grow around 20% in the same period. Despite these statistics, the penetration of these brands is not as what is desired expected.

There is a large potential for growth for Spanish companies

There is a large potential for growth for Spanish companies who operate in a country where consumer behaviour is very positive and accepting of the recognised "Made in Spain" footwear, which is on the rise.

The largest segment growth was the "Millennials" who search for luxury and premium brands. According to several studies, this group currently represents 70% of the total volume of sales. Millennials are young people between the ages of 28 and 36, with a high income, excellent education and who prefer to be self-employed and developing their own projects. They are also the largest "age group" in the history of mankind.

"Millennials" choose brands that have a history. They have a keen interest in everything that is part of and that surrounds a product, as well as its quality and design. It’s an excellent opportunity for companies that have products aimed at this consumer group which is going from strength to strength.

The particularities of this market rely on having either agents or distributors. The relationship with department stores is complicated when you don’t know how they operate. These groups, independent stores and online companies, demand that you provide an exact price list for their market, as well as logistics and a strict commitment to the shipping times; In addition, they especially value the existence of stock with fast shipping.

Webhelp Payment Services has been present in the US market for 20 years.

There are more than 50 European fashion brands that have trusted the French multinational, right from their beginnings, to manage their sales in this market.

Angelo Ippoliti, CEO of Webhelp Logbox USA confirms the growing interest in Spanish footwear in the United States. The "Made in Spain" is valued by independent and department stores alike. The clothing and footwear are convincing due to their quality, design and value for money, even to the detriment of "Made in Italy". It is a time when various positive factors come together to favour the introduction of Spanish brands. The potential for growth is very promising thanks to the activation of the consumer market."

In line with the reality of the market, Webhelp Logbox USA has created a customised service, specific to this market. "Runbox: Corporation and Retail management services", launched in 2010 by Webhelp Logbox USA.

Runbox: a Corporation and Retail management services

Runbox provides all the necessary support to those companies that wish to enter the United States market. Companies with a turnover of more than 1.5 million euros, that are committed to innovation, are growing in a fast and constant manner. Its success is based, in part, on the trust placed in Runbox that manages its organizational structure thanks to BPO (Business Process Outsourcing). They thus concentrate their own growth strategy and build solid long-term bases and alliances with the most competent partners in each case.

As Angelo Ippoliti explains, "it is fundamental to decide the distribution channel, prepare the list of final prices "on-site", calculate taxes, implement logistic strategies and manage credit and payments. Also, dealing with the department stores is complicated." Currently, the figure of the agent prevails over that of the distributor, as long as they have a solid support in the management of payments, logistics, stock, amongst other factors. 75% of independent stores work with cheque payments on 60-day terms. The department stores pay on 30-day terms and always by cheque, whilst online stores and other chains pay by cheque on 30-day terms.

With Runbox, the company has a subsidiary in the United States that perfectly handles and knows the strategy of price penetration, the international brand image, the dynamics in the opening of "flagship store", the implementation of electronic commerce, in addition to providing a solution for the "duties".

Companies that are committed to internationalization know that it is necessary to develop a plan on a global level, with teams that are geographically, culturally and structurally apart.


Webhelp Payment Services has had an experienced team trained in international credit management for the last 30 years. It is an approved payment entity with financial strength. It has the capacity to assist companies in the international arena, with the appropriate resources for each case and always connected to the interbank swifnet network.

 

Author : Maite Ruiz Atela 


Webhelp Launches New Derby Site

Webhelp UK, one of the country’s leading customer experience and business process outsourcers (BPO), has proudly launched a new site in Derby. It was officially opened on 8th October 2018, at an event attended by the Deputy Mayor for Derby, Councillor Frank Harwood.

The new site has three main operational areas, two in-house training rooms, catering facilities and dedicated meeting spaces. It will house over 250 Webhelp employees working on behalf of 6 major household brands.
David Turner, CEO of Webhelp UK, India and SA, said, “We’re very proud to open our new Derby site. People are the heart of all we do, so investing in great facilities that create better working environments are not only a key element of our strategy, but also fundamental to our success. Our vibrant workplaces continue to contribute to our growth across the UK.”

The Deputy Mayor for Derby, Frank Harwood added, “It is refreshing to hear of Webhelp’s continued confidence in expanding in the UK and selection of a base in the City of Derby. To join in with you on that journey is greatly appreciated.”

ENDS

Press information:
Ewan McKay, Marketing and Communications Manager at Webhelp, on +44(0)7980 411230, ewan.mckay@uk.webhelp.com


Webhelp nominated for Eighteen Awards in Customer Experience and HR

An exciting Awards season lies ahead for leading global Customer Experience (CX) and Business Process Outsourcing (BPO) expert, Webhelp, which has been named as a finalist eighteen times across five different awards programmes.
Firstly, Webhelp has been recognised by the UK Customer Experience Awards which will be held at Wembley stadium on Thursday, 11th October. Now in its 9th year, the awards have grown to become one of the biggest CX events in the world. 22 all-inclusive categories aimed at both B2B and B2C ensure that SMEs and large organisations are recognised for their inspiring CX innovations.
Webhelp is a finalist in two categories:

  • Best Contact Centre Large – Webhelp and sky (Larbert)
  • Best Contact Centre Small – Rothesay

Secondly, the Hr NETWORK Awards, which will be held in Glasgow’s Hilton Hotel on the 8th November has shortlisted Webhelp for three categories. Now in their 12th year, The Hr NETWORK (SCOTLAND) National Awards are designed to recognise, acknowledge and reward the champions of the Scottish HR profession. Webhelp is proud to be a finalist for:

  • CEO of the Year
  • Attraction and Resourcing of the Year
  • HR Specialist of the Year

On Monday, 12th November, the Engage Awards take place at the Westminster Park Plaza. The Engage Awards recognise the very best in customer and employee engagement with Webhelp a finalist in two categories:

  • Best Outsourcing Partnership - Webhelp and sky (Larbert)
  • Best Contact Centre - Webhelp and sky (Larbert)

On Thursday, 15th November, it’s the turn of the CCA Excellence Awards, which will be held once again at the Hilton in Glasgow. Aimed at recognising world class professional achievement in customer service, these awards are judged by a panel of experts from a range of specialisms and sectors, with the final decision being made by a 20-strong judging committee. Webhelp is a finalist in the following categories:

  • Excellence in BPO Collaboration – Webhelp and sky
  • Excellence in BPO Collaboration – Webhelp and Vodafone
  • Excellence in BPO Collaboration – Webhelp and Unilever
  • Team of the Year, BPO and Outsourcing - Webhelp and Boots
  • Team of the Year, BPO and Outsourcing - Webhelp and sky sales

Last but not least, Webhelp is a contender for the ECCCSA (European Contact Centre and Customer Service Awards) which will be held at Evolution in London’s Battersea Park on Tuesday, 27th November. Now in their 18th year these awards are the largest and longest running awards in the customer contact industry. Webhelp has received six nominations in the following categories:

  • Best Outsourcing Partnership +150 seats – Webhelp and sky
  • Best Outsourcing Partnership +150 seats – Webhelp and Vodafone
  • Best Outsourced Contact Centre - Webhelp and sky (Larbert)
  • Best Contact Centre Large - Webhelp and sky (Larbert)
  • Best Quality Team - Webhelp
  • Best Contact Centre Medium - Rothesay

CEO of Webhelp UK, India and SA, David Turner, said:

“We are absolutely delighted that Webhelp has been nominated for so many awards by these prestigious organisations. With a variety of clients across different sectors, Webhelp is really able to demonstrate how much we care about our people, our clients and their customers, and the communities in which we operate. I am very proud that our people are doing such a fantastic job and I would like to thank everyone involved in gaining these nominations!”

 
ENDS
Press information:
Ewan McKay, Marketing and Communications Manager at Webhelp, on +44(0)7980 411230, ewan.mckay@uk.webhelp.com