Three questions with: Tammy Chetty


Tammy Chetty has recently been appointed as the new Managing Director of our South Africa operations and started her role in January. Tammy brings with her a wealth of experience in the private, corporate sector of business as well as impact sourcing. She has held senior roles in the Business Banking division, working for Barclays where she led a team of over 2,000 people. However, most recently she has worked for Harambee since 2014 which is a Youth Employment Accelerator that builds solutions for the global challenge of youth unemployment. Harambee have a longstanding partnership with Webhelp which is where Tammy first learned about the company and began to appreciate its values.  


Can you describe your journey to Webhelp?

My journey to Webhelp has been an interesting one. I’ve been working alongside of Webhelp for a number of years now, in the impact sourcing space. I’m really passionate about impact sourcing, and the work that I was doing through Harambee and partnered with Webhelp in placing young people within the organization. I felt that Webhelp is extremely well aligned with the impact sourcing agenda in the country, given the high unemployment levels, and so I’ve worked really closely with Webhelp over the last couple of years, got to know many of the people in South Africa and the UK region, worked with some senior leaders and got to know the business a little bit.  

I felt a strong alignment between the work that I was doing in impact sourcing and the work that Webhelp was doing, so it feels like a natural transition from impact sourcing to Webhelp. 


What excites you about working at Webhelp?

The first thing that struck me was the engagement. Before even joining Webhelp, there was just a sense of community. Webhelp really feels like a family of people who care about one another, who care about their clients, who care about people within the organization and who care about the communities that they operate in. Those are strong values that I feel pretty well aligned to and that really resonate with me. So, I feel like my first sense of engagement with Webhelp in terms of taking up this role has been that.  

Then, I mean, just joining Webhelp has been absolutely incredible. I feel like everybody has put their arms around me and welcomed me on board, and been amazing in helping me understand the business and get to know everyone and everything.  

Beyond the physical experience that I’ve had, I think Webhelp is an amazing business for me personally. I think how it aligns with my personal goals is having come from a background in banking initially, and then impact sourcing. So it feels like a combination of my two sets of skills that I have acquired over the last couple of decades, and bringing that together in Webhelp which is both a corporate environment with an entrepreneurial mind-set, with impact sourcing as a priority on the agenda. So it feels like a nice combination of all of the things that are exciting to me, and Webhelp feels like a natural place for me to land.  

I’m super excited, I think that there are great growth opportunities, I love the clients that we bring on board, I love the people that we have, and I love the passion within the business. Everyone that I’ve spoken to just rallies around what needs to get done so I just love that culture. 


What does South Africa mean to you?

Well firstly, South Africa is home. I’ve travelled to so many places, in the last decade a lot more than previously, but South Africa is the place that I think I can make the greatest impact. I love travelling the world, but whenever I come back home I breathe a deep sigh of relief, because I’m home. And I feel like if I can make a huge impact in this country where it’s so greatly needed, then that’s like my purpose in life.  

Just yesterday, I was talking to one of our sales team and he was sharing a story about one of the young people that had joined Webhelp from Harambee. This young man had said that he feels that one of the values of Webhelp – ‘Think Human’ – is really lived out in his life, because since he’s been able to find a job and work at Webhelp, he’s been able to see his siblings go to school and pay for their fees, and send a family member to university and pay for those fees. So it’s made a huge and significant impact in his life, and probably generationally for his family. So that’s what South Africa means to me, making that kind of impact on a daily basis is just what really resonates with me. 


Tammy Chetty

Managing Director Operations, South Africa

Get in touch
SHARE

Webhelp expands global footprint to Israel

This new location in Tel Aviv will see Webhelp employing 500 people within our first year.

The company is looking for talent in various disciplines, including customer service, social media management, technical support and digital services.

The site officially opened on the 17th of January 2022 and will support one of the largest global hi-tech companies by providing technical support to bolster their customer experience.

The company’s physical presence in Israel will add to Webhelp’s existing 200 sites across more than 50 countries, bringing the first global company in the sector to the country, offering to support local businesses in Hebrew. From the private sector and government alike, Israeli clients can now access the entire portfolio of Webhelp services in Hebrew from a local office and team.

Driven by a vision of making business more human and a solid and unique company culture based on a community of over 95,000 passionate game-changers, Webhelp thrives on making an impact by helping clients in a way that can deliver real value. The company serves over 1,300 clients, a mix of local and international brands.

Webhelp works with clients to design, deliver and optimize end-to-end customer journeys, helping to build brand advocacy and loyalty with customers.

Einat Benjamini, who founded and managed the operations of Golan Telecom, will establish and manage Webhelp’s operations in Israel. Benjamini began her career at Cellcom, where she managed public inquiries. She later went to Bulgaria to build CX operations for mobile operator Tel-M. She then moved to the Netherlands to work with Delek Europe, formerly a part of Yitzhak Tshuva’s Delek Group. When she returned to Israel ten years ago, Michael Golan and then-Golan Telecom president Oren Most hired her to establish Golan Telecom’s operations in Israel.

Einat Benjamini said: “It’s an incredibly exciting opportunity to grow our business, people, and partnership from our new site in the vibrant city, Tel Aviv. We will be welcoming new Webhelpers who will join our team delivering Technical Support Services in Hebrew and English for a global hi-tech client. Our aim is to add more local and global clients to our portfolio while offering our diverse customer experience solutions.”

Olivier Duha, Webhelp CEO and Co-founder said: “We’re excited to be extending our global footprint to Israel. With the local talented engineers who match our game-changers mindset, we’ll start out by providing support services for some of the world’s leading tech companies, while also extending our services in the country along the entire customer journey.”

SHARE

2022 in Retail customer experience – three hot topics retailers need to be aware of

Retailers across the UK emerge from 2021 having navigated an incredibly uncertain and unpredictable year – 2022 promises to be no different. 

Managing operational costs, brand reputations and profit margins will be front of mind, all set in the wider context of optimising journeys to ensure the best possible customer experiences. 

Help is at hand though.  In this article, Vanessa Flather, Retail sector MD for Webhelp UK, takes us through three hot topics that retailers should be looking out for, in order to improve their retail customer experience in 2022. 


1. The voice of the customer has never been more important.

With NPS and CSAT, retailers get a sense of how their customers are feeling about their products and services but innovative retailers want more than this.   

By truly listening to customers, challenging themselves to better understand their customers’ needs, and by embracing the wealth of data available from their front-line, real-time customer interactions, retailers can deliver a holistic, transformative and innovative brand and customer experience. 


2. Personalisation

Retailers are making good progress in the area of personalisation, but there’s still a long way to go. Our recent Yougov poll showed that less than half of consumers, particularly those aged over 55, felt that retailers were targeting them with relevant discounts and products. Forward-thinking retailers will use the data available from Voice of the Customer to deliver tailored, relevant products and services that will delight their customers.


3. Insight-driven returns optimisation

The maintenance of a robust, seamless returns journey has never been more important to the overall customer experience – get the returns journey wrong, and all your hard-earned brand experience, NPS and customer satisfaction scores are at risk.

As a result, the impact to retailers themselves is very real. There’s the volume of employees needed to manage the process, the warehouse space, the cost of the associated postage and packing – all before we even consider the environmental impact.

Whether it is gaining a deeper understanding of the root cause of customer returns, or adopting new technologies to enable better “right first time purchasing”, the retailers who best understand their returns process – and their customers’ motivations – will be the ones who win in what has become a multi-million-pound industry in its own right.


At Webhelp, we have a number of solutions to support retailers and their operation, from peak demand management, to customer journey optimisation, utilising analytics-driven customer insights and more.  

If it sounds like we could provide a solution for you, don’t hesitate to get in touch. 


Vanessa Flather

Managing Director, Retail

Get in touch
SHARE

Webhelp recognised for supporting female empowerment whilst fighting period poverty

Webhelp were proud to attend the recent Co-op Virtual Supplier Recognition Event. The first of its kind to thank and celebrate over 90 suppliers who work with the Co-op, the event recognised the work done in supporting the Co-op vision for Co-operating for a Fairer World.

The event saw Webhelp announced as the winner of the Community Champions category, which acknowledged a supplier who has gone above and beyond to deliver a positive change, in recognition for their work with Blossom Care Solutions.

Blossom Care Solutions is a social enterprise that exists to combat issues brought about by period poverty in South Africa, whilst also investing in sustainable job creation. Aiming to increase access to sanitary pads for girls and women in township and rural markets whilst educating communities to create positive awareness and take away the stigma around menstruation, Webhelp joined forces with the Co-op to fight this national problem by supporting the set-up of a Blossom factory in Alexandra, Johannesburg in 2021.

Employing six previously unemployed young women to lead the businesses under a social franchise model and produce enough pads to eliminate period poverty for thousands of school girls each year, Brandon Aitken, Global Strategic Sales Lead for Webhelp, had this to say of the win:

“We were extremely surprised, but absolutely thrilled to receive this recognition from the Co-op. The work of Blossom Care Solutions is crucial to tackling period poverty in township and rural communities. The Webhelp team, who understand the impact this has on communities, are proud to have supported the Co-op with launch of the Alexandra factory last year whilst assisting in the creation of sustainable and long term job opportunities.”

Unemployment remains a pivotal issue in South Africa. As a community-driven company, Webhelp’s mission is to make business more human through our Global 2022 Environment, Social and Governance (ESG) strategy, focused on forming even stronger ties with local non-profit organisations and communities.

Cathy Kalamaras, People Director, South Africa & Projects, added:

“ESG is extremely important to us, both at a global and regional level, and especially to a people-focused business, as it helps us do business better by being more efficient, resourceful and thoughtful in our processes. Following our impact sourcing successes we’re even more firmly focussed on identifying meaningful initiatives that have a direct impact on disadvantaged individuals and their immediate environments, and in doing so strengthening ties to our local communities.”


Frédéric Maus (WSN): "In the world of fashion, 2022 will be the key year to capitalise on B2B marketplaces and omni-channels"

Given the uncertainty in the event world today, it is difficult to predict whether B2B trade shows will be held in 2022. What is certain, however, is that digital trade shows and B2B marketplaces will bring new opportunities throughout the year. Trend analysis and advice from Frédéric Maus, Managing Director of WSN.

Fashion: the 4 trends that will shape 2022

1 – The COVID pandemic has already saved textile companies 7 years in their digital transformation.

This is what explained Marie Dupin of Nelly Rodi during the Role Model Day of the Fédération Française de Prêt à Porter held on December 7, 2021. Let’s also remember, as Clarisse Reille (Director General of DEFI La Mode de France) did, that digital technology impacts not only sales but also logistics and the very heart of the customer experience. Digital technology will therefore continue to grow rapidly in 2022 and for many years to come.

2 – “Think Global Act Local ” is the challenge for 2022 and future years for stakeholders in the fashion industry.

Some organisations, like WSN and Comexposium, have already succeeded in reconciling this international dimension with local management, and indeed this has already been the philosophy of Webhelp Payment Services for more than 30 years. As for Impact, WSN’s sustainable and committed trade show event launched in 2019, its international success proves its raison d ‘être.

3 – In B2B, omni-channel options are no longer an option, they’re a must.

Let’s look at what has happened in B2C: we have all adopted omni-channel options, i.e. the ability to at any time choose the sales or communication channel that best suits us (shop, brand website, instant messaging, email, phone call, etc.). This flexibility of operation and quality of customer experience are gaining vast amounts of ground in B2B practices… and we have everything to gain from it!

4 – Trade shows will develop along 2 different dimensions: physical and digital.

Of course, it would be wrong to believe that digital trade shows will simply replace physical ones in the fashion industry! But it would be a bigger mistake not to take full advantage – 24/7, 365 days a year – of the incredible opportunities and facilities provided by digital trade shows like WSN and the Comexposium platform.
It’s important to clarify that this is why at WSN, unlike our competitors, we conceptualise the physical trade show as an extension of our digital trade show (to do the opposite would be rather short-sighted!).

My 4 tips for taking advantage of the opportunities of 2022… and staying in the race

1 – Don’t choose between physical and digital trade shows: enjoy the best of both worlds.

Whether you are a buyer or a seller, it is counter-productive to see “physical trade shows” and “digital trade shows” as competitors: you do different things in each, and you do these different things at different times. Both abound in opportunities, so why deprive yourself of one or the other?
At physical trade shows, you will be able to create and maintain trusting relationships with your contacts, and of course view and touch the collections. Afterwards, outside the physical trade shows, you will be able to exploit the buying and selling opportunities that are available to you 24/7 all year round. When checking out the opportunities available on these platforms, start small and then increase your ambitions step by step.
Illustration with a typical journey for a buyer: locating a brand on the platform, organising a visit to the trade show, then finalising sales, deliveries, and payments on the platform.

2 – Move towards a sales model that makes your cash flow smoother.

Do we really need to emphasise this? Cash flow is the lifeblood of fashion. On this crucial point, platforms provide a powerful and proven solution: the complete digitalisation of financing and payments.
Let’s take an example, on the buyer’s side: I identify a brand and products that interest me; I ask for and obtain the corresponding financing; I finalize my orders and my payments on the platform; I sell my products; I pay the financial intermediary on the due date.
Just as a reminder, a payment intermediary such as Webhelp Payment Services has been providing such services for over 30 years, both nationally and internationally, and works in partnership with WSN and Comexposium.

3 – Reduce your inventory problems.

Here again, the situation has not changed: inventory management carries a major risk in the fashion sector. To protect yourself against this risk, staggering your orders and payments is good practice.
Platforms like WSN and Comexposium are designed to optimise this spread by finding the one that suits you best, all year-round.
In short, inventory is expensive and is harmful for the company as well as for the planet. But there are solutions!
Thanks to platforms, it is possible – and easy – to improve inventory management, to replenish part of your range quickly, and even test new types of products in a flexible and agile way, all with very limited financial risk and a reduced ecological impact. It is up to you to find the best mix to optimise your business.

4 – In your stores, test the “concept-storisation”.

In France and elsewhere, the trend is to expand the range of products on sale: hence the concept stores where we find fashion, food, sports goods, etc.A platform like that of Comexposium greatly facilitates the creation of a “winning mix”. Buyers and sellers of fashion items, food, and sports goods already use the platform. And in 2022 optical items, lingerie, and many other categories will be added.With the concept store, there is therefore a uniqueness of the goods on offer, at a given place. This opens up the possibility of trialling certain categories and sometimes responding to specific inventory problems.

In short, in 2022, pandemic or no pandemic, fashion buyers and sellers will be able to develop their business, sometimes at physical trade shows, sometimes on digital platforms. The latter will enable you to reduce financial risks and costs, inventories, organisational constraints, and the environmental impact of your business. Who would still want to deprive themselves of this?

Frédric Maus

 

In figures…

  • WSN, the global leader in B2B fashion shows with 32 years of experience, works with the top 150,000 retail locations worldwide. In 2019, WSN successfully launched Impact and in 2020 resumed the Traffic trade show dedicated to innovations and solutions for fashion brands and distributors.
  • With more than 35 years of experience in fashion and luxury goods, Webhelp Payment Services supports nearly 1,000 brands across a network of 35,000 stores in Europe and North America.

 

 

 

 

To find out more about this topic

SHARE

Why 2022 is the year you should consider Business Process Outsourcing

The business process outsourcing (BPO) market continues to grow at pace.  Valued at $232 billion globally with forecasts in place for continued growth in the next 5-10 years, it’s a market buoyed by the uncertainty businesses of all sizes face on a daily basis.  Increasing costs, technological advances, huge pressures on staffing and recruitment all place pressure on businesses to become as agile as possible and to be able to operate effectively in a changing and often unpredictable environment.   

This uncertainty is leading businesses to consider the benefits of BPO and to understand how the right partner can help them navigate this challenging environment, working together to deliver what’s important – creating positive, valuable customer experiences. 


Five reasons to consider Business Process Outsourcing

You need to supercharge your digital transformation journey

The pandemic has exacerbated the need for digital transformation across every sector and a significant number of businesses look to an outsourcer to support their transformation journey. From deploying the right technology, to assessing existing digital journeys and creating the optimal balance between digital and human solutions, BPOs can support businesses to develop and deliver large scale, customer-led digital transformation programmes. 

Thinking specifically about our work with clients in the digital transformation space, we’ll typically focus on areas such as digital customer experience, self-service and multi-channel strategy, deploying our team of customer journey and analytics consultants to look at key drivers of customer demand, removing barriers to digital adoption, creating revenue opportunities and general best practice digital CX strategies. 


You need the confidence that comes from shared commercial objectives

Creating commercial certainty in an uncertain world has never been more important.  A modern, innovative BPO provider will work closely with its clients to develop shared commercial objectives.   

This approach supports the development of long-term, outcome focused, strategic partnerships where costs are better managed, customer experience is enhanced and the traditional cost-to-serve, transactional based model is consigned to history. 


Your operating model is inflexible and in need of modernisation

It’s our view that when businesses are considering BPO services they can often need a solution that is unique to their situation.  For some, this can be a need for a scalable, virtual and home-based solutions, while others may require a full on-site solution across multiple geographies. 

We offer clients a completely elastic operation as standard, supporting our people to work from wherever they are and however they want to work.  For clients, this delivers an always-on, cost effective solution, customisable across multiple geographies and languages, and with access to specialist skills as required – combining to offer a solution capable of meeting their short and long-term customer operation demands.


You need a solution to short term, unpredictable demand

BPO providers offer valuable, long-term partnerships but there can be instances when businesses have a short-term, immediate demand challenge.  Offering flexible demand solutions, where BPO providers rapidly deploy teams to meet short term spikes in customer activity offers a cost effective solution to customer demand-related challenges whilst ensuring positive customer experience throughout. 


You have limited access to highly specialised services and skillsets

The growth of the digital customer continues and with it comes differing customer journey challenges.  BPO providers offers solutions such as:  

  • Data and analytics expertise to support businesses to help them truly understand their customers and their needs.  Modern BPOs embrace the wealth of data available from front-line, real-time customer interactions and turn this into actionable insights aimed at delivering transformative, personalised and innovative customer experiences 
  • Digital content services to moderate and manage the content on digital platforms and websites.  Content moderation in particular can be a huge drain on resources in an environment where users expect their content to be published in near real-time – BPOs can offer a combination of highly experienced content moderation experts and automation tools to support the best possible user experience  
  • Secure payment services that offer safe and simple solutions for customers and organisations within the online space 

 


Taking the positive next step

Business process outsourcing can be an incredibly positive step for businesses of all sizes, from fast growing companies scaling up their operations to established businesses looking to start, or take the next step on, their digital transformation journey. 

And the benefits are wide-ranging.  Commercially, there’s improved cost effectiveness, increased revenue and profitability, operational benefits can include reduced call times and improved first contact resolution whilst from a customer sentiment perspective, there’s improved customer satisfaction, increased net promoter score and greater brand advocacy, to name just a few. 

At Webhelp our focus is on supporting clients to design, deliver and optimise human experiences for today’s digital world.  Contact us today to discuss if the time is right for you to consider your Business Processing Outsourcing options. 


Mark Guest

Managing Director (Customer Solutions) 

Get in touch
SHARE

UK Healthcare innovation continues to accelerate in 2022

Emma Bouché, Head of Healthcare for Webhelp UK, looks at how the seismic impact of COVID-19 has accelerated a culture of innovation within UK Healthcare, and predicts some of the key areas that will be on the sector’s agenda in 2022. 


Healthcare investment is soaring through ever greater innovation

In September 2021, the UK government announced plans to add an average of £12 billion per year for health and social care over the next 3 years. On another front, venture capitalist investment into digital health saw an almost 300% rise between 2017 and 2020. As a result, the flow of innovation shows no signs of slowing, and is in fact accelerating. Finding efficient go to market strategies and leveraging next generation commercial models is key to driving innovation adoption.

Virtual healthcare models are evolving at pace, moving from purely “virtual urgent care” to a range of services enabling longitudinal virtual care, integration of telehealth with other virtual health solutions, and hybrid virtual/in-person care models. All have the potential to improve patient experience, convenience, access, outcomes, and affordability.

The challenge for healthcare professionals in 2022, is simply to keep up – adapting the new innovations and technologies to local demands, and paying attention to human issues as well as technical will prove the difference between success and failure.


A COVID-driven wakeup call for Medtech providers

Whilst a few pioneers had started to experiment with next-generation commercial model design pre-COVID, the challenge to connect remotely with customers during the crisis has completely changed the game.

Medtech providers are now working hard to design a next-generation commercial model that capitalizes on digital and omnichannel interactions. The shift to omnichannel sales is a strong lever for value creation for Medtech companies. According to a BCG 2021 Medtech survey measured over a 10 year period, the commercial productivity of remote sales reps can be double or even triple that of traditional field reps when embedded in a well-oiled, omnichannel model.

Customer loyalty also has a huge impact on longer-term profitability. It is essential that the day-to-day customer process is well oiled between marketing, sales, and customer  management. A successful end-to-end customer journey relies on an agile, use-case-oriented design approach, leveraging an omnichannel sales force with performance-enhancing technologies, and a focus on customer success as well as sales.


Care pathways are being re-designed to optimise capacity and provide care closer to home

Part of this re-examination involves assessing the effectiveness of existing care pathways, as we shift from an illness-based, provider-led system towards one that is patient-led, preventative in focus and offers care closer to home.

In 2021, the NHS introduced virtual wards and remote monitoring at 92 sites across England, to allow for safe hospital discharge of COVID patients. Although initially designed purely for this purpose, these virtual wards began to be successfully implemented to ease pressure on NHS staff, allowing for remote care for many patients from the safety of their own homes.

The anticipated logical progression of this in 2022, is to expand the roles of the non-medical professional workforce to help manage the growing burden of chronic disease more efficiently and effectively, with technology innovations allowing patients to play a greater role in their own care.

This won’t be a smooth transition, however. Healthcare organisations intent on driving this change in 2022 will need to consider multiple factors, including role design, change management, and appropriate technology. Most of all, they will need to ensure the end user, the patient, is at the centre of every decision.

SHARE