Webhelp and Right Management Release Informative ‘Creating A Leadership Framework’ Webinar for 2020

Organisations across the UK understand the value great leadership brings to achieving success. But defining what this looks like in your particular organization, getting under the skin of what makes you unique and then bringing this to life so that its felt throughout the business is easier than it sounds.

With this in mind, Wehelp and Right Management have released a free webinar on ‘Creating a Leadership Framework’ – showcasing the difference the innovative implementation of a leadership framework can make in international and forward thinking companies. Click here to view the webinar.

Webhelp’s Julie Mackenzie, Talent Development Manager, and Judith Ferguson, Director,  People Business Partnering and Organisation Development, discussed with Bernadette Hampton, Right Management’s Principal Consultant,  the importance of creating a framework that focuses on putting people first in order to create high performing teams

The framework they suggest creates consistency across teams, not only recognising the steps that need to be taken, but also proven guidance on how best to embed it into company culture. The webinar also features insights on why high performing organisations rely on a leadership framework, and what your organisation should be considering to ensure you have the right talent in place for future success.

This webinar is free and includes resources such as:

  • Leadership Assessment Solutions Brief
  • Leadership Development Solutions Brief
  • White Paper: Most Likely to Lead – Predicting, Developing & Measuring Leadership
  • Effective Team Solutions Brief
  • Why Traditional Leadership Models Fail Infographic

To view the webinar visit: https://webinars.on24.com/right_management/webhelp


Webhelp partners with Operation Hunger to fight against malnutrition

Webhelp is delighted to announce Operation Hunger as their new charity partner in South Africa for 2020. Operation Hunger has a 40 year history of taking positive action to fight against malnutrition in South African homes, schools and communities by using sustainable and proven methods that empower people to tackle this vital issue.

The organisation aims to improve levels of nutrition in impoverished communities through sustainable integrated income generating food security schemes such as soup kitchens, small scale subsistence and commercial farming and various small enterprise community development projects.

They help to deliver programmes to provide clean and accessible water to households where water is not readily available so that individuals and communities can develop gardens, support livestock and be protected against water borne diseases.

The charity was chosen from a diverse group of causes, nominated and voted on by Webhelp employees in South Africa, who are keen to support the great work the charity does with donations received from a range of fundraising activities.

Webhelp Director of People South Africa, Cathy Kalamaras, shares this enthusiasm saying:

“Operation Hunger not only provides food, it works with people to create sustainable food sources through education and practical assistance. It’s a privilege to support the life changing work the organisation does.”

Sandy Bukula, Acting CEO & Business Development Director at Operation Hunger commented on the partnership:

“On behalf of Operation Hunger and the communities we serve, we wish to express our sincere appreciation to Webhelp for selecting our organization to partner during 2020. Voluntary multi-stakeholder partnerships are central to Operation Hunger achieving its goal of food security and sustainable strategies to benefit vulnerable members of our communities. We are so excited to welcome Webhelp in joining us  on  our journey.”

 To find out more about the incredible work the charity does to tackle malnutrition and poverty in South Africa visit www.operationhunger.org


Webhelp hosts industry discussion on why emotion is key to the future of customer experience

Webhelp hosted the highly anticipated third instalment of their Disruptor Dinner events at the Shangri-la at the Shard in London yesterday. The evening formed part of the ground-breaking series, established in early 2019, which has been challenging perceptions around significant disruptors of Customer Experience (CX). This session went into depth on emotion in the customer journey, and how this affects consumer behaviour.

The event was attended by many industry peers, including Scott Logie, Customer Engagement Director at the REaD Group and Chair of the DMA Customer Engagement Committee. Mark Palmer, CEO of Gobeyond Partners - part of the Webhelp Group, also attended and was delighted to share with guests the latest developments in HX (Human Experience).

As many brands undergo digital transformation, the discussion revealed that emotional connection – as well as ‘human’ brand attributes - must not be over-looked. Often, given the number of channels that can be used to communicate with customers, brands can become dislocated from creating ‘human feeling’ during customer journeys.

Brands that cannot tackle this disruptor face falling behind as technology and insight develop in this field, which is growing rapidly, giving those in the ‘emotions’ game a tactical advantage.

Craig Gibson, Webhelp Chief Commercial Officer, was passionate about the value of this series, and the forum it provides for the sector saying:

“I was delighted to join the discussion at the latest Disruptor Dinner in London. There were some great insights and conclusions made by a mix of current Webhelp clients, prospective clients, independent guests and industry experts. We were delighted to welcome both new and returning faces, and look forward to hosting further events in which we will to continue to promote innovation, share game-changing ideas and inspire collaboration.”

To stay on the cutting edge of public opinion, read our new Emotion Whitepaper, and watch this space for more details, as we prepare to launch the fourth chapter in our Disrupter series, looking at the human face of risk and the impact of cyber security on CX.

For more insight into this fast-developing topic, sign up to receive fresh insights and invitations to executive events with our Webhelp Disruptor Series campaign: https://www.go.webhelp.com/disruptorseries


Dearne Valley Webhelp Team Shares Bonuses With Elderly Locals

The team was awarded £500, but instead of simply dividing the winnings, decided to do something different ...

When Webhelp’s Dearne Valley team was awarded £500 last week for going above and beyond, the small team of eight devised a plan to donate half of the money to a local care home. The team chose to give £200 directly to the home and then spent the remaining £50 on 12 bottles of wine and 10 bags of chocolates for the residents.

When the team arrived, they wheeled the goodies in and handed them out to delighted residents directly as an icebreaker before diving into a quiz game – asking residents to participate by giving their best bits of life advice.

Some favourites from the day included:

Dorothy, 98, said: “Look after yourself as no one else will.”

Sue, 64, said: “Be happy.”

Irene, who didn’t want to reveal her age being a true lady, said, “Live, love and laugh.”

Marian, 98, said: “Listen devoutly.”

Marie, also 98, rounded off with: “Love your family.”

After such a great time with the residents, the Dearne Valley Webhelp team plans to use any money left over to fill a hamper with cards, colouring books and pens for the residents and are already planning another visit to the home again in three months’ time. It’s the team’s hope to make such visits a regular occurrence.

Commenting on his team’s fantastic gesture, Richard Cunnningham, Webhelp Head of Site at Dearne Valley said:

“We are truly proud to see the generosity of the Webhelp team in Dearne Valley. At Webhelp, we believe in creating opportunities for our people to give back to society and so aren’t surprised to see these amazing levels of kindness.”


Webhelp Enterprise: Negotiating a New B2B Paradigm

Recently, Stephen Loynd of market intelligence firm TrendzOwl posed a series of questions to Etienne Turion, CEO, Webhelp Enterprise Sales, in order to learn more about the company’s perspectives on the B2B sales market in the United States.

Stephen Loynd, Principal Analyst, TrendzOwl:

It seems like these are exciting times for B2B sales.

As in the B2C world, B2B customers are demanding a more personalized, seamless experience. And I’d suggest that what might be termed the “Amazon Experience” is “liquid” in the sense that the customer experience expectations it engenders in the B2C realm have seeped over into the B2B space as well. But as Dixon, Toman, and Delisi point out in the classic book, “The Effortless Experience” –

“Of course, getting to loyalty can be more challenging in the B2B context because it has to be achieved twice, not just with your actual business customers (ie, the decision-makers who sign the contract) but also with the end users (ie, the people who use the product or service).”

Can you comment on this changing market?

Etienne Turion, CEO, Webhelp Enterprise Sales:

There certainly is a lot going on.

To step back… for some time, companies were reluctant to outsource what they considered to be core competencies. But this has changed, and B2B sales is a fine example.

You citing Amazon is apt. Just look at the IT world over the past ten years or so, and what has happened with sales teams that are expected to drive revenues. Instead of just having field sales, many of these types of companies started to institute an inside sales model – people working remotely rather than conducting face-to-face sales meetings. And this shift is ongoing.

At the same time, roughly two-thirds of the global outsourcing market is in the United States. It’s a huge market, and Webhelp Enterprise Sales would like to access more of that. In pursuit of that, we recently added nearshore capabilities in Mexico. We now have 1,500 people dedicated to the U.S. market.

In effect, we’re working to help pioneer the shift to a new sales model that today’s emerging B2B sales paradigm demands. The U.S. is the perfect setting to do that.

Stephen Loynd, Principal Analyst, TrendzOwl:

But that shift seems to be accompanied by a specific set of very real challenges.

For instance, it seems as if the B2B sales process has become relatively complex and often unpredictable. Large order values are not unusual. And long sales cycles are common. It seems as if buyers are doing more and more of their own research on products and services, tapping into an array of information via diverse channels and devices, thinking hard before making purchasing decisions.

In fact, I saw one survey from Hubspot from a couple of years ago that suggested a full 60% of buyers weren’t ready to speak with a salesperson until they’ve completed their own research internally. More recently, the Corporate Executive Board reported that 68% of the buying journey is done before the first contact with sales. It seems like digital self-service has real momentum in B2B sales.

Etienne Turion, CEO, Webhelp Enterprise Sales:

The momentum is definitely there!

Meanwhile, you’ve sketched out some important reasons why we’re seeing such robust growth for outsourced inside sales, especially in the SMB market (field sales is declining even as it remains essential for some very specific corporate accounts). In terms of return on investment (ROI), inside sales wins the day. Addressing every step on a winding, oftentimes confusing, purchasing journey is not necessarily easy.

Just think about the sheer amount of information and data that is available to potential buyers. It continues to expand. At the same time, more people have become embedded in an increasingly complicated purchasing decision-making process.

But while it’s true that many buyers aren’t ready to speak with a salesperson until they’ve done their own research, according to a recent survey from CSO Insights, over 45% of B2B buyers are still ready to hear new ideas at the beginning of a sales conversation. That might sound contradictory, but it’s why we look to influence the sale by bringing quality input to the table as soon as possible.

This is where Webhelp Enterprise Sales looks to add real value. I’d say that, more than ever, effective B2B sales means establishing a meaningful and authentic conversation with potential buyers in order to help them through the information maze as early as possible in the sales process – which is not always easy due to the point you bring up.

Stephen Loynd, Principal Analyst, TrendzOwl:

Still, the considerable amount of internal research being done within today’s firms also means that many of those firms are evaluating options on their own long before even engaging in the sales process.

To dig even deeper on this point – it seems like any intelligent B2B sales strategy has to recognize the growing influence of millennials on the buying process at target organizations. If you think about it, the first step members of this cohort might naturally take is to reach out to friends and acquaintances over social media for feedback, recommendations, and ideas. They ask questions of each other – what has their experience been with a particular company and its product or solution, for example.

In fact, one recent survey by Merit reports that 73% of millennial workers are involved in the decision to purchase products or services for their companies.

Etienne Turion, CEO, Webhelp Enterprise Sales:

This is very true. And as so many tech-savvy employees conduct their own research online, digging in search of more details and revealing reviews of a specific product or service, they are sure to come across additional information on competitive offerings. Target companies are educating themselves on all available options, perusing competitive content, accessing free trials.

As that educational journey progresses, buyers become increasingly intelligent and formidable, and as we discussed already, pursue much of the decision-making journey alone, without consistently engaging a salesperson. CSO Insights reports that 70% of buyers fully define their needs on their own before engaging with a sales representative, and 44% identify specific solutions before reaching out to a seller.

It’s a revolution in the purchasing process!

Stephen Loynd, Principal Analyst, TrendzOwl:

It sounds like what you mean is that while it’s somewhat vexing that companies are so independent in doing their research, that in itself also produces a set of new opportunities for strategically savvy providers of B2B sales. A paradox, perhaps? After all, while today’s organizations can access reams of information, they also should wonder about the quality of that information, or if it is the most relevant information to whatever specific set of challenges that might be under consideration.

According to Propeller CRM, 95% of buyers are looking for businesses to provide relevant, informative content. Probably for just this type of reason.

Etienne Turion, CEO, Webhelp Enterprise Sales:

This is precisely why Webhelp has developed powerful digital sales capabilities – to support the B2B sales frontline with just such material in order to never miss an opportunity. It’s a concrete way to address a buyer’s particular and oftentimes unique set of pain-points, helping them navigate every phase of a purchasing journey that’s sometimes crowded with extraneous information and misleading data.

The B2B “path to purchase” is a long and winding road that must be viewed strategically. According to Biznology, today’s sales process takes 22% longer than five years ago!

Stephen Loynd, Principal Analyst, TrendzOwl:

Could you be specific about your capabilities?

Etienne Turion, CEO, Webhelp Enterprise Sales:

Yes. The trends we’re discussing mean real opportunity for our Webhelp ProductFinder and Mobile App, which allow our partners to access information immediately, without having to reach out to us. We use these tools all the time because they help engage our partners and guide them on best process while pointing them to relevant articles of interest, white papers, case studies, original and thought-provoking insights in any form.

This is quickly becoming table stakes in B2B sales. Think about the value we are adding –

The Webhelp ProductFinder is a web-based integrated search tool with information from the current and former portfolio as well as information from relevant competitors. It also provides opportunities for instant upselling with key selling points.

And as for the Webhelp Mobile App, it offers an array of features, including: an extended catalogue of products and resources; recommendations based on browsing history; offline access to products; search capabilities with facet refinement; personalized lists of favorite products; push notifications; a contact form for support; gamification (badges, challenges, and leader boards);… and it’s multilingual.

Summary: Webhelp’s End-to-End Approach

At the end of the conversation, Etienne Turion shared an outline of the Webhelp B2B sales model, based on six specific realms that are designed to effectively navigate a changing B2B landscape in the United States:

  1. Data and Business Intelligence (BI) experts address audience and database optimization, segmentation, and potential scoring through a propensity model.
  2. Demand Marketing. Comprised of marketing campaign managers focused on lead scoring, qualification, enrichment, and predictive sales.
  3. Covers both inside sales, field sales, and digital sales (including direct end-user and channel management), as well as sales support and enablement.
  4. Customer Success. This encompasses customer/partner success, with managers focused on delivering velocity in adoption of the “as a service” model.
  5. Renewal & Retention. Data marketing client specialists work to ensure a proactive approach based on analytics for predictive actions as well as dedicated loyalty sales agents.
  6. Customer Care. A group dedicated to supporting complex sales-tech.

Next – Webhelp Enterprise Sales in the United States: Innovating B2B Sales by Innovating People


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Etienne TurionContact

Etienne Turion
Mobile: +33(0)6 85 52 76 10
Email: etienne.turion@webhelp.com