Webhelp and SKY make it a hat trick of awards

London, UK, 30/11/2018

Global customer experience expert, Webhelp, and leading telecommunications provider, Sky, were celebrating again after taking home the award for Best Outsourced Contact Centre at the European Contact Centre and Customer Service Awards, which took place in London on 27th November.

The award win represented further good news for the two partners, who had previously beat off stiff competition in mid-November to win Best Outsourcing Partnership at the 2018 Engage Awards and also Telecommunications Project of the Year at the UK Global Sourcing Association Awards. The team had also celebrated a silver award previously for Best Contact Centre (Large) at the UK Customer Experience Awards, which took place at Wembley Stadium on the 11th October.

In winning each of these awards, the Webhelp and Sky team received recognition for the outstanding sales and service performance delivered to Sky’s customers since the launch of the new Sky Mobile product in 2016.

“We've grown from a standing start to a significant market share in a very short space of time thanks to the talented people we have working on the campaign, delivering exceptional levels of customer satisfaction and advocacy of our new mobile product. The team’s passion and knowledge of this exciting new proposition has helped us to create a Sky Mobile sales centre of excellence in Larbert. It's great they are being recognised for this”, said Derek Donaldson, Sky’s Head of Sales Operations.

“It’s been a pleasure to work with the Webhelp team throughout this transformational journey, sharing best practice from what we do at Sky and applying it to our partnership with Webhelp. I'm hugely proud of the difference it has made and how the team has responded to that journey,” said Laura Johnston, Sky’s Head of Service Operations.

“Working closely with Sky for over a decade means that we’re strongly aligned to Sky’s brand and culture. This, together with a strong focus on our people, has led to dramatic improvements in performance and employee engagement, which is behind the best employee retention levels we've ever seen. We’re very proud of the strength – and success - of the Sky / Webhelp partnership, which has now been further recognised through winning each of these prestigious industry awards,” said Anton Manley, Chief Operating Officer Webhelp UK

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For further information, please contact:

Ewan McKay: ewan.mckay@uk.webhelp.com

Mark Hutcheon/ Mark Scott, Quiller:

mark.hutcheon@quillerconsultants.com

mark.scott@quillerconsultants.com


WEBHELP AND VODAFONE UK WIN ‘EXCELLENCE IN BUSINESS OUTSOURCING COLLABORATION’ AWARD AT 2018 CCA AWARDS

London, UK, 29/11/2018

Global customer experience expert, Webhelp, and leading telecommunication company, Vodafone UK, scooped up the award for Excellence in Business Outsourcing Collaboration at the CCA Excellence Awards, held at the Hilton in Glasgow, Nov 15th.

Having successfully worked in partnership for 17 years, Vodafone announced a five year extension to its existing outsourced agreement with Webhelp in 2017. Now operating under a new and innovative partnership model called ‘Red Badge’, the partnership is setting new standards in outsourcing collaboration by creating truly integrated teams, with shared responsibility and shared goals.  This level of collaboration is breaking down the limitations of traditional outsourcing and through shared investment in people and their working environment, has delivered a significant increase in employee engagement with record levels of customer satisfaction and contact resolution.

“We are proud of our strategic partnership that is now in its 18th year. By investing in our people and their working environment, we have created two centres of excellence delivering customer care for Vodafone that are branded to the standard of Vodafone’s own sites. This investment has energised our workforce and created strong Vodafone advocates, fully aligned to the Vodafone culture and committed to delivering exceptional customer experience,” said Craig Gibson, Chief Commercial Officer, Webhelp.

As the only peer-judged awards programme, the CCA Excellence awards is the most prestigious awards ceremony in the customer service and contact centre profession. The coveted awards highlight the achievements of individuals and companies throughout the industry, and bring together peers in mutual celebration.

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For further information, please contact:

Ewan McKay: ewan.mckay@uk.webhelp.com

Mark Hutcheon/ Mark Scott, Quiller:

mark.hutcheon@quillerconsultants.com

mark.scott@quillerconsultants.com


The Ghost Shoppers of Black Friday and Cyber Monday

Ghost shopping is a fairly new term in retail, but it describes how customers are visiting a high street store and then ordering the same product online, often on their phone while they are still in the store. Yes, many of them don’t even go home first.

Research Webhelp conducted last week with YouGov revealed that around Black Friday and Cyber Monday 18% of 18–24-year-olds will ghost shop while still in the store and overall, 1 in 10 across all age ranges surveyed admitted they had ghost shopped while visiting high street stores.

I can remember when people used to go window-shopping. They wouldn’t buy anything, but they might spend hours exploring stores and looking at products and retail displays. Ghost shopping sounds like this, but the big difference is that these are real customers! They’re buying products but using high street stores as a way of seeing and feeling the products before actually buying.

The research unsurprisingly confirmed that customers are increasingly turning to online shopping around Black Friday and Cyber Monday. However, it’s not just the younger generations that do so; we found that more over 55s said they will be shopping online for Christmas this year than those aged 18-24. So while ghost shopping may well be more common with younger shoppers, it would appear that online retail is generally popular with anyone who wants to save time and reduce the stress of waiting in line with other bargain-hunters.

When Black Friday and Cyber Monday customers need help from retailers, social media is popular among 18-24-year-olds, with 35% using it as a research tool compared to only 12% of the over 55s. 28% of 18-24-year-olds also used it to contact retailers when product issues arise, with 47% of 35-44-year-olds using webchat. Overall, a third of UK consumers still phone a contact centre, proving that if your enquiry is urgent or complex, then it is still better to pick up the phone than to fire off a tweet!

However, it’s interesting to point out that our work with clients confirms that while the Black Friday / Cyber Monday weekend remains an important trigger for pre-Christmas sales, a majority of retailers are moving away from a focus on a single day. Many are spreading their Black Friday activity over an entire week, but some are focusing on the entire Black Friday to Christmas period as this helps to avoid the chaos of trying to focus so many sales on a single day.

To back this up, over the past few years, Webhelp has found that the Black Friday period required a doubling in the number of customer service advisors, but this year the increase will only be half that. This is because we’re actively working with retailers to manage certain Black Friday and Cyber Monday activity with chat bots and to improve self-service – i.e. helping customers to resolve their own issues without requiring the contact centre.

The main focus has been to ensure that the end-to-end customer experience becomes more sophisticated, in order to reflect the way consumers are experiencing and engaging with brands. This involves a greater focus on engagement, building genuine ‘relationships’ with customers, and offering well designed options such as self-service and chatbots so that customers can resolve simple problems quickly without the need to call for help.

To conclude, it’s clear that shopping behaviours will continue to evolve   with the potential to further impact the high street. It’s not all doom and gloom however… retailers that adapt to create rewarding and seamless shopping and customer service experiences, irrespective of the channel, and reimagine the actual role of the high street, will  reap the rewards.

Interested in digital transformation or the work that we’re doing with some major retailers? Please get in touch – I’d love to talk. Want to find out what Webhelp South Africa can do for your business? Get in touch – I’d love to talk. Email: brandon.aitken@uk.webhelp.com.

Email: brandon.aitken@uk.webhelp.com.


The Ghost Shoppers of Black Friday and Cyber Monday

Ghost shopping is a fairly new term in retail, but it describes how customers are visiting a high street store and then ordering the same product online, often on their phone while they are still in the store. Yes, many of them don’t even go home first.

Research Webhelp conducted last week with YouGov revealed that around Black Friday and Cyber Monday 18% of 18–24-year-olds will ghost shop while still in the store and overall, 1 in 10 across all age ranges surveyed admitted they had ghost shopped while visiting high street stores.

I can remember when people used to go window-shopping. They wouldn’t buy anything, but they might spend hours exploring stores and looking at products and retail displays. Ghost shopping sounds like this, but the big difference is that these are real customers! They’re buying products but using high street stores as a way of seeing and feeling the products before actually buying.

The research unsurprisingly confirmed that customers are increasingly turning to online shopping around Black Friday and Cyber Monday. However, it’s not just the younger generations that do so; we found that more over 55s said they will be shopping online for Christmas this year than those aged 18-24. So while ghost shopping may well be more common with younger shoppers, it would appear that online retail is generally popular with anyone who wants to save time and reduce the stress of waiting in line with other bargain-hunters.

When Black Friday and Cyber Monday customers need help from retailers, social media is popular among 18-24-year-olds, with 35% using it as a research tool compared to only 12% of the over 55s. 28% of 18-24-year-olds also used it to contact retailers when product issues arise, with 47% of 35-44-year-olds using webchat. Overall, a third of UK consumers still phone a contact centre, proving that if your enquiry is urgent or complex, then it is still better to pick up the phone than to fire off a tweet!

However, it’s interesting to point out that our work with clients confirms that while the Black Friday / Cyber Monday weekend remains an important trigger for pre-Christmas sales, a majority of retailers are moving away from a focus on a single day. Many are spreading their Black Friday activity over an entire week, but some are focusing on the entire Black Friday to Christmas period as this helps to avoid the chaos of trying to focus so many sales on a single day.

To back this up, over the past few years, Webhelp has found that the Black Friday period required a doubling in the number of customer service advisors, but this year the increase will only be half that. This is because we’re actively working with retailers to manage certain Black Friday and Cyber Monday activity with chat bots and to improve self-service – i.e. helping customers to resolve their own issues without requiring the contact centre.

The main focus has been to ensure that the end-to-end customer experience becomes more sophisticated, in order to reflect the way consumers are experiencing and engaging with brands. This involves a greater focus on engagement, building genuine ‘relationships’ with customers, and offering well designed options such as self-service and chatbots so that customers can resolve simple problems quickly without the need to call for help.

To conclude, it’s clear that shopping behaviours will continue to evolve   with the potential to further impact the high street. It’s not all doom and gloom however… retailers that adapt to create rewarding and seamless shopping and customer service experiences, irrespective of the channel, and reimagine the actual role of the high street, will  reap the rewards.

Interested in digital transformation or the work that we’re doing with some major retailers? Please get in touch – I’d love to talk. Email: helen.murray@uk.webhelp.com.


Rise in ‘Ghost Shoppers’ adding to High Street woes this Christmas

A STUDY by Webhelp, a leading UK customer experience provider, reveals 1 in 5 under 25s admit they’ve bagged a bargain online while still inside a traditional high street store during the Black Friday and Cyber Monday sales.

The tech savvy shoppers find what they like during a visit to the high street and then order the same product on-line, sometimes while still in the retail store.

This new trend – dubbed by industry experts as ‘Ghost Shopping’ - will come as another blow to high street stores in a turbulent year for traditional retailers. Many traditional retailers struggle to compete with on-line outlets because they have higher operating costs for rent, rates and wages.

The online YouGov research on shopping habits around Black Friday and Cyber Monday by Webhelp finds that 18% of 18–24-year-olds will find a product in store and buy it online while still in the store. Overall, 1 in 10 across all age ranges surveyed admitted they had Ghost Shopped while visiting high street stores.

Webhelp’s Chief Customer Solutions Officer Helen Murray said “The rise of ghost-shopping is just the latest unpredictable behaviour of British consumers. They still love both shopping and bargains but when and how they want them is changing. You could call it a form of window shopping, but now people are using the entire retail outlet as the window before they buy online.

“It plays to the trend that all our clients are trying to stay on top of; how best to connect to shoppers in an increasingly digital world.”

The research also found that on-line shopping was now actually more popular with older customers with more 55 and overs admitting they will shop online during the Black Friday and Cyber Monday sales than those aged between 18 and 24.

The study examined the shopping patterns of British consumers around two of the biggest shopping days of the year. A whopping £1.4bn was spent on online sales in the UK on Cyber Monday alone, a figure retailers will be hoping to beat in 2018.

The majority of shopping was online in 2017, and 2018 looks to be the same with 87% of consumers surveyed stating they’d tend to be doing their Black Friday and Cyber Monday shopping online this year.

Surprisingly more 55 and overs say they will shop online - 86% - versus 81% of 18-24s.  Meanwhile 27% of 18 -24s said they would go into a store and shop, versus 25% of the over 55s.

When Black Friday and Cyber Monday customers need help from retailers, social media is popular among 18-24-year-olds, with 35% using it as a research tool compared to only 12% of the 55 and overs. 28% of 18-24-year-olds also used it to contact retailers when product issues arise, with 47% of 35-44-year-olds using webchat. A third of UK Black Friday and Cyber Monday consumers still phone a contact centre, proving it’s still good to talk.

As the leading contact centre operator dealing with millions of customer interactions every day for brands like Sky, easyJet and Vodafone, Webhelp revealed changes this year too, with webchat conversations for one top retail client predicted to treble from 2017.

End of Black Friday?

According to Webhelp, Black Friday and Cyber Monday remain an important trigger for pre-Christmas sales but recently retailers are moving away from Black Friday to a week of activity or “Black Five-day”. In fact, some approach Black Friday as a period lasting to Christmas, the so called  “Golden Quarter” in retail where shops spread sales across the winter; avoiding chaotic peaks on Black Friday weekend and generating around a third of their annual revenue.

Webhelp advises UK retailers on how to best manage hundreds of thousands of customer conversations on Black Friday and Cyber Monday. Bucking recent trends where it normally doubles its workforce of advisors across the UK region, this year it is planning to ramp up by less than half that number.

Webhelp’s Helen Murray said: “We historically double the workforce of our clients to support their peak period. More recently however, as clients spread the activity over what is called the ‘Golden Quarter’, and with consumers switching to on-line, self-service capability, and chatbots, we will increase front line teams by smaller amounts. The trick is to deliver high levels of customer experience in efficient, friendly and expert ways – irrespective of contact method - so shoppers and brands get the most out of a frenetic trading period.”

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


[Fashion] Growing your business without cash flow problems!

Growing your fashion brand without having to worry about cash flow problems? This is the kind of service that Webhelp Payment Services and Lea Trade together propose to French and international fashion, footwear and accessories companies.

Which companies are concerned?

Whether set up recently or established for several years, some fashion brands face procurement problems, often associated with early payment of their suppliers.

"We are sometimes called upon to help newish brands, or well-established brands that are going through a period of stagnation, or even a slight downturn," explains Aline Abeya, Sales Manager, France & Benelux, for Webhelp Payment Services. "These companies are often faced with bank restrictions, and this can affect their supplier credit and the development of their business."

Typical case:

A company is unable to pay its suppliers, situated abroad. Its revenue is insufficient or stagnant, and its ratios do not allow it to obtain the credit lines requested from the banks or the suppliers.

Yet it is not uncommon for Webhelp Payment Services to be on terms with, or even already to manage, the end customers of said company: in which case, the latter can entrust its accounts receivable to Webhelp Payment Services. In turn, in the framework of an exclusive partnership, Webhelp Payment Services can task Lea Trade with paying the suppliers concerned.

To summarise, therefore: the company submits its invoices to Webhelp Payment Services, which collects the payments, and passes them on to Lea Trade for reimbursement. The solution can be implemented quickly and easily!

Supporting a brand's strategic developments

To face growing competition and longer payment deadlines, many modest or average-sized players are changing their strategy. They often try to redeploy over the web, in particular moving toward B2B marketplaces.

For example, Webhelp Payment Services manages all the financial transactions of the shoesfromspain.com marketplace, created by the Spanish footwear association.

And since September 2018, Webhelp Payment Services has managed the B2B marketplace of premierevision.com, the international trade show for fashion procurement.

"For Webhelp Payment Services and Lea Trade alike, the challenge consists in being able to support brands, whatever the chosen distribution model, and whatever the change they wish to undertake!", concludes Aline Abeya.

>> Read more about cash flow optimization.

 

 


Transitional marketplaces – providing a unified omnichannel experience for B2C and B2B

Online shopping makes our life easier and has grown tremendously during the past decade. From shoes to cars, travel experiences or even houses – e-commerce is part of nearly every step in the sales process. While the main focus in the past was providing a good user experience for end consumers purchasing a product or service, e-commerce platforms have rapidly extended to include B2B sales. Enhancing the customer experience and providing an omni-channel solution is always the main focus, which has now opened new doors for many companies in the B2B sector targeting a wider audience than previously. There are a few distinctive key factors that can shape the growth process for B2B e-commerce providers:

The decision process

B2C products or services are usually of smaller monetary value, for a larger audience and the buying decision is based on personal needs factors.

B2B sales usually require a more thorough explanation and a longer period of time and money is invested in attracting – and keeping – the right customer. Decisions are based on the business needs and often more than one decision maker is involved before the final purchase. The purchase cycle can be quite long and nurturing leads and relationships with clients and prospects can be quite cost and time intensive. Outsourcing providers can offer valuable insights and solutions for many B2B providers to bridge this gap. While this is already more common for enterprise sales, this demand will likely increase for entry level and small to medium sized businesses .

The marketing process

Marketing your product or service to a large group with the most effective process possible, even when marketing several brands under one platform, can be easily accomplished in a B2C environment. B2B sales will usually become more difficult the more brands are included. Wholesale e-commerce platforms can be the exception here, but think about a service provider or a very specific product like large 3D printers for businesses. A different marketing strategy will be necessary to yield similar results. The content strategy that will be implemented will also vary. In a B2B environment, building trust and brand awareness, even without the immediate sale, which is the main focus in a consumer focused environment, is essential. Content in a B2B e-commerce environment is aimed at informing and educating the prospect or client.

The unified experience

Unifying the user experience in e-commerce has become essential to many companies. While there was a pretty clear distinction in the past, separating B2C and B2B marketplaces and e-commerce platforms to target the right audience, many companies are trying to unify the shopping experience. Buyers can now often switch from the B2C to a B2B experience within the same e-commerce platform. Service sales platforms are also rapidly adapting to this trend by offering a seamless switch from the consumer to the business experience. From various coaching services that are adapted for personal as well as professional demands to transportation or hotel services.

The personal touch

Many B2C e-commerce sites have evolved to an AI-powered or AI-supported experience, with customers frequently being re-targeted through various (automated) touch points. B2B e-commerce platforms also implement many automated solutions to target the right audience, but due to the value of the product and depending on the explanation process involved, a personal contact is often still a key indicator and supporting factor for the long term success. Appreciating your customer and deliver this appreciation through personal contacts will drive the ROI in the business centered sales process.

The mutual benefit

Buying a new chair for the living room can be a relatively standardized process with measurements, price, color and comfort as the main interest for the consumer. B2B e-commerce focuses at providing and delivering the mutual benefit for the buyer and the seller. When a company purchases an IT solutions for its new payroll department, decision makers seek the best long term solution, with a service package fitted to their needs in order to deliver a benefit to their employees. B2B providers seek mutual long term relationships that will not only add to their client portfolio, but be a valuable partner in providing feedback, the development of new product and drive innovations.

There are different opinions whether B2B e-commerce platforms should adapt their user experience to B2C environments or vice versa. With automation and data mining continuously providing more details about user behavior in both e-commerce environments, the next months and years will bring new and interesting synergies, allowing for a better purchase experience on both sides.

What are your experiences with the growing shift in e-commerce? We love to hear from your experiences!


Reflections on partnership models

I’m really looking forward to participating in the CCA Keynote Debate later today. I’ll be joining peers from across the industry to debate the importance of partnerships in business process outsourcing (BPO) – specifically focused on Customer Experience. As I’ve been preparing for the debate, I’ve been reflecting on the views of various management gurus that I’ve come across during my career.

Many years ago, the management expert and writer, Charles Handy, created one of the famous Irish management theories called the Shamrock Organisation. To cut a long story short, although now outdated, Handy’s theory sticks in my mind as it’s aligned to my belief that people are the core of a company.

The 2002 ‘Shamrock Organisation’ theory was simply described as the three leaves of a shamrock:

  • First leaf; the central core of the organisation, the professionals and managers who define the core competence of the business. This group defines what the company does and is essential to the continuity and growth of the organisation.
  • Second leaf; self-employed professionals or expert organisations hired on contract to supply expertise on a project basis. They will be paid in fees for results or on a project-by-project basis.
  • Third leaf; the contingent workforce providing routine services to the rest of the organisation. There is no training or career track for these people and they may be paid by the hour or even be on a ‘zero hours’ type contract.

In some ways (not the zero hours type contract), the Shamrock Theory does still work today, but there are some distinct differences in the way that companies structure their relationships with external service providers. I would say that the three-leaf model looks more like this today:

  • First leaf; employees working for an organisation and defining or delivering the core competence of the business. These people are responsible for setting the company apart from the competition by ensuring it offers the best product/service.
  • Second leaf; companies and individuals offering their expertise to the organisation through continuous outsourced partnerships. This expertise may include services such as HR, IT, Legal, or customer experience. These services are vitally important to the success of the company, but do not define the core offer and therefore can be delivered by a third party.
  • Third leaf; outsourced services, but those that are less strategically important than the second leaf. For example, cleaning your office or delivering office supplies.

Outsourcing of all services used to be viewed as a strategy focused mainly on cost reduction, but today, there is an increasing focus on ‘partnership’ for those operating in the second leaf of the shamrock. In this ‘leaf’ the most successful partnerships aren’t simply focused on cost reduction, they are based on shared objectives, appropriate risk and reward, and transparent, trusting relationships.

For example, outsourcing all your company’s IT systems may be a smart move - you can access the best IT support and infrastructure instead of delivering support internally - but it is essential that your systems work and allow you to compete. Therefore outsourcing IT – and indeed customer experience - requires a focus on identifying the best partner, not just a supplier that offers the cheapest price. On the other hand, finding a company that can deliver Post-it notes or empty your office bins is a different proposition. In this case it’s much easier to define what you need – i.e. 10,000 new Post-it notes each month - and set a budget. For this type of less strategic agreement –i.e. the third leaf - the focus is on price, assuming a basic level of service is agreed.

To conclude, it’s time for a new shamrock model for the twenty-first century that’s focused on the partnerships in the second leaf of the shamrock. In today’s fast moving world, the reality is that the border of the organisation is being redrawn around partners; who are increasingly ‘joining’ the team even if another company pays their salary…

Author: Craig Gibson (CCO, Webhelp UK) 


Webhelp and Sky Win Best Outsourcing Partnership at 2018 Engage Awards

London, UK, 13/11/2018: Leading global customer experience and business process outsourcing company, Webhelp, beat off stiff competition to take the award for Best Outsourcing Partnership with Sky at last night’s (Nov 12th) Engage Awards, held at the Westminster Park Plaza, London.

The award recognises the outstanding sales and service performance delivered by Webhelp’s customer experience centre in Larbert, which has played a key role in supporting Sky since the launch of the new Sky Mobile product in 2016.

“Our Sky team in Falkirk has worked incredibly hard since the launch of Sky Mobile. Watching them grow and achieve such amazing results for our customers has been a real privilege. Personally I've enjoyed our close partnership and I am looking forward to continuing our journey together,” said Laura Johnston, Sky’s Head of Service Operations.

“Working closely with Sky for over a decade means that we’re strongly aligned to Sky’s brand and culture. This, together with a strong focus on our people, has led to dramatic improvements in performance and employee engagement, which is behind the best employee retention levels we've ever seen. We’re very proud of the strength – and success - of the Sky / Webhelp partnership,” said Anton Manley, Chief Operating Officer Webhelp UK

The Engage Awards recognise the critical role played by employee and customer engagement in delivering business performance and profitability. The 2018 Engage Awards programme has broken records across the board with more categories, finalists and entries deliberated over by more judges than ever before.

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For further information, please contact:

Nina Brooke: nina.brooker@uk.webhelp.com

Ewan McKay: ewan.mckay@uk.webhelp.com


Webhelp’s market expansion strategies in the contact centre outsourcing market earn it accolades from Frost & Sullivan

Webhelp's keen focus on agile customer experience (CX) solutions has helped it grow across Europe in an intensely competitive market

Based on Webhelp’s successful growth strategy across Europe, Frost & Sullivan has recognised the company with the 2018 European Market Leadership Award in contact centre outsourcing.
Over the course of several years, Webhelp has diversified its industry focus to include expertise in healthcare, travel, and B2B services. It also has expanded its geographic footprint to cover eastern and southern Europe. When it comes to Europe, Webhelp currently has multi-lingual hubs in Prague, Athens, Lisbon, Barcelona, Enschede, Kuala Lumpur, and Berlin. All told, the company will soon have some 50,000 employees working in 35 countries across the globe, and total revenues should be close to US $1.5 billion.

As a business partner, Webhelp assists clients in providing a next-level customer experience (CX) through advanced analytics, omni-channel technologies, and, above all, its people engagement approach. It works strategically with clients to help improve the CX by producing a comprehensive single view of the customer. And the company regularly reviews its initiatives for commercial viability and the impact they will have on the overall CX by employing analytical methodologies including customer journey mapping, demand management, customer segmentation, and employee satisfaction.

“The founders of Webhelp have long embraced an entrepreneurial philosophy,” said Frost & Sullivan digital experience analyst Stephen Loynd. “This is a company that continues to emphasize a start-up philosophy, that prides itself on being agile and exceptionally easy to work with. Along the way, Webhelp has established a reputation as a Customer Experience provider that acts as an authentic business partner to clients, which in turn helps enterprises push the limits of the CX through multichannel solutions.”

Webhelp’s particular focus on tracking customer effort is also noteworthy in a highly competitive space. The company is practiced at measuring both Customer Effort Score (CES) and Net Promoter Score (NPS) on many client programs. From Frost & Sullivan’s perspective, this kind of approach is what helps make the typical Webhelp client customer ownership experience exemplary. At the same time, it’s clear the company understands that analysing customer journeys across any medium is essential to offer an effective multichannel customer management solution.

"Even as Webhelp scales its core business, it has a pulse on the manner in which technology is changing the way consumers interact with brands,” added Loynd. “Underlining its commitment to next-generation CX, the company has partnered with Recast.AI to develop personalised chatbots and artificial intelligence (AI) capabilities. Webhelp’s brand strength derives from the way it has skillfully negotiated a fast-changing BPO landscape and stayed focused on the essentials of the CX at a time of exponential change.”

Finally, for Webhelp, keeping pace with today’s accelerating pace of techno-consumerism means ensuring business continuity and data integrity. It accomplishes this with IT infrastructure and a technology ecosystem that are focused on business consistency across all operations.

Each year, Frost & Sullivan bestows this award upon the company that demonstrates excellence in growth and customer value. Turning loyal customers into brand advocates for clients allows the company to grow and achieve a market leadership position. This award recognises the company that successfully increases market share over time, an accomplishment achieved through a demonstrated commitment to client relationships.

Frost & Sullivan Best Practices awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.

 

About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector, and the investment community.

 

Contact:
Samantha Park
P: +1 210.247.2426
F: +1 210.348.1003
E: samantha.park@frost.com