People analytics @ Webhelp

Creating new levels of engagement with our people.

OUR CLIENT

Turning the spotlight on ourselves.

Our investment in technology and analytics to deliver outstanding customer experiences is helping our clients improve their businesses. We decided to turn this capability inwards and use it to power our people engagement plan with new levels of insight; and in turn deliver wider business benefits.

THE CLIENT’S NEED

Focusing on our people.

Consulting with key internal Webhelp teams we identified improvement opportunities across three main areas:

1. Recruitment and engagement

2. Retention

3. Employee journey

By focussing on these areas we hoped to improve the on-boarding experience and overall engagement of our people. By retaining more people we would also retain valuable skills and knowledge that is essential to delivering a great service for our clients.

HELPING THE CLIENT

Delivering change.

We quickly used our expertise and experience to start making changes and introducing the new tools and understanding to help us improve our business.

Recruitment and engagement analytics: By taking an analytical approach to profiling candidates we were able to increase engagement and deliver greater support during the recruitment process. We then used this information to refine and adapt our future recruitment strategy.

Retention analytics: We created a people dashboard that profiled and identified anyone who might become disengaged. We used the dashboard to provide direction in terms of the care conversations managers needed to do to resolve any issues.

People journey tool: We wanted to enhance the experience of our new advisors and provide increased levels of support throughout training and into the live environment. We achieved this by analysing all the crucial early stages in each person’s journey, focussing primarily on performance and their engagement. The result was our People Journey Tool.

“The people journey tool is fantastic. This holds results for the advisors’ first three weeks in training to allow us to gain feedback on what our new hires love about the business and any changes we could make. A trigger system alerts team leaders to drops in results, so they are better equipped to have ‘Save’ conversations, should there be the risk of the advisor leaving the business.

The tool helps us to understand our people’s support needs better and increase engagement. The advisor can score their first experience on particular call types which floorwalkers use to work on their own coaching and development skills and in turn increase the speed to competency of the new hire into the business.”

Webhelp, Academy Manager

RESULT

Success!

32%

Reduction in attrition...

…meaning we retain more people, reduce costs for our clients and provide better service to customers. By using our tried and tested analytics approach we identified 4 areas of the advisor lifecycle that have the greatest impact on attrition. By looking at these we had a better understanding of the advisors ‘at risk’ and increased care conversations by over 30%.

RESULT

Success!

32%

Reduction in attrition...

…meaning we retain more people, reduce costs for our clients and provide better service to customers. By using our tried and tested analytics approach we identified 4 areas of the advisor lifecycle that have the greatest impact on attrition. By looking at these we had a better understanding of the advisors ‘at risk’ and increased care conversations by over 30%.

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