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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Remote service for fashion

High quality
remote service in Fashion.

OUR CLIENT

Creating a new way of working.

Our client, a multinational e-commerce marketplace wanted to re-invigorate their service and business.
“We are intrigued with the virtual work concept and are looking for a partner who will consistently offer premium service to our valued customers.”
Our client contacted INVIRES, Webhelp’s experts in offering remote working solutions to find out how home working would help their business. They were excited about the new partnership as it was their first time implementing the home office approach for a whole business unit.

THE CLIENT’S NEED

Rapid delivery.

Our client had a very high agent profile and needed their new home working service to be fully up and running within three months. The team at INVIRES faced a tight deadline to find, recruit and train the right and experienced service agents.

HELPING THE CLIENT

Working together.

Thanks to the strong system knowledge and excellent communication skills of the service specialists, they are able to diligently connect with the customers and guide them to the right solution. Owing to the open communication with the team managers and the remote working option, they are pleased to work for INVIRES with an employee satisfaction rate of 92%.
Our client is delighted with the performance delivered by the entire team and our partnership is thriving. They believe in the virtual concept and are always willing to embrace new ideas.
Working virtually gives our service specialists the freedom to work from where they work best and brings out their best potential. We are happy about the trust we receive from our client as well as their customers and look forward to maintaining a long-standing partnership.

RESULT

Success!

85%

Customer Satisfaction rate achieved for our client.

We live and breathe service. Our people love their job and every day they ensure that the customers’ needs are met. They are fully committed and invested in our client’s brand and always deliver a memorable experience to keep customers coming back.

RESULT

Success!

85%

Customer Satisfaction rate achieved for our client.

We live and breathe service. Our people love their job and every day they ensure that the customers’ needs are met. They are fully committed and invested in our client’s brand and always deliver a memorable experience to keep customers coming back.

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NPS improvement for Telco

Insight partnership
for a major Telecommunication provider.

OUR CLIENT

Building long term success.

Webhelp started working with our client, one of the major telco providers, in 2004. We provide customer experience management services, on behalf of our client, to their 19 million UK customers.

THE CLIENT’S NEED

A long term transformation program.

Our client was embarking on a program of transformational improvements. Their ambition was to deliver excellent customer experiences through a series of process, policy, technology and behavioural changes.
Reducing contact volumes, especially on the more expensive voice channel, was a key priority. Moving a significant portion of their services to new nearshore sites was key strategic aim and they needed this process to be as seamless as possible for customers and their business.

HELPING THE CLIENT

Insight driven change.

As a key strategic partner with extensive expertise in operations, insight and analytics we supported our client in the delivery of their improvement objectives.
A meticulous, structured and customer data-led collaborative programme allowed for a series of business transformational initiatives to be completed. All the improvements were designed based on the perceptions and experiences of our customers and quantified by data.
Major customer issues that created distress, dissatisfaction and increased contact volume where identified and eliminated. This resulted in a phased deployment of people, process, policy and system fixes.
Our operational teams were heavily involved throughout the improvement program. This included improving billing accuracy and access, reducing customer effort, increasing first contact resolutions and resolving various system issues and defects.

RESULT

Success!

30%

Increase in Customer Net Promoter scores exceeded our clients expectations.

The client also benefitted from a 40% reduction in the volume of voice contacts. Combined with the improvement in Customer Net Promoter score this meant our client had a leaner, more efficient, more effective and more profitable service.

RESULT

Success!

30%

Increase in Customer Net Promoter scores exceeded our clients expectations.

The client also benefitted from a 40% reduction in the volume of voice contacts. Combined with the improvement in Customer Net Promoter score this meant our client had a leaner, more efficient, more effective and more profitable service.

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Virtual customer service operations

Flexibility for a
Multi-national fashion giant

OUR CLIENT

Building the foundations of our partnership.

Our client, a multinational clothing retail company, decided to outsource part of their customer service operations for the first time. The client was especially interested in Webhelp’s INVIRES Home Ofiice solution and the benefits this would offer.

THE CLIENT’S NEED

Growth, flexibility and scalability.

“We are looking for a reliable partner who can provide scalable solutions and support us to globally increase our footprint through efficient customer service centers in countries where we have a strong customer base”
Our client needs a partner who can meet the challenges of delivering several peak periods during the year. This includes delivering over 150 home office service specialists within two weeks to meet a major service ramp up. Achieving this requires the right recruitment processes, training capabilities and coaching skills.

HELPING THE CLIENT

Establishing and expanding the service.

Launching at first in the German market we quickly set up the service with 90% of our people working from home and 10% based at our Leipzig site. Because of our high performance service delivery, and the outstanding engagement of our people, the client decided to expand the partnership further. This led to the introduction of new teams in Prague supporting the Czech, Slovakia and Croatia markets.
We quickly followed this with a new customer service center in Bucharest serving the Hungarian and Romanian markets with 50% of our people work from home and 50% working at the office.

RESULT

Success!

400

Customer Service Specialists recruited and trained in Germany, Prague and Romania ready for go live.

We’ve created a fully flexible and dynamic service operating across six countries. Flexible working boosts our employee engagement helping to create a better service for customers. Highly flexible recruitment processes means our client can react quickly and effectively to any spikes in demand.
Our people are doing an amazing job taking care of our client’s customers on all channels. Our client is now looking at extending virtual working into other markets in Denmark, Spain and Asia.

RESULT

Success!

400%

Customer Service Specialists recruited and trained in Germany, Prague and Romania ready for go live.

We’ve created a fully flexible and dynamic service operating across six countries. Flexible working boosts our employee engagement helping to create a better service for customers. Highly flexible recruitment processes means our client can react quickly and effectively to any spikes in demand.
Our people are doing an amazing job taking care of our client’s customers on all channels. Our client is now looking at extending virtual working into other markets in Denmark, Spain and Asia.

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Post Office Limited

Post Office Limited.
An award winning partnership.

OUR CLIENT

Supporting Travel Insurance.

Post Office limited were looking for partner to support the customer contact services for their Travel Insurance product portfolio. Webhelp and Post Office Limited started working together in 2015.

THE CLIENT’S NEED

Transforming the customer experience.

Post Office Limited wanted to transform the customer experience through the design of a complete customer management solution. This included introducing multi-channel contact centre and CRM capabilities.
The brief from Post Office was clear: to achieve their business growth targets by differentiating their offering in the market and driving an exciting new digital strategy. Post Office recognised in Webhelp the perfect partner to help them achieve this.

HELPING THE CLIENT

Getting the right solution in place.

Central to our solution for Post Office was a the development and deployment of a new Unified Advisor Desktop (UAD) capable of capturing all policy and customer interaction data. The UAD allowed Webhelp to integrate all customer facing and back-office systems and applications used by advisors into a single interface, able to deliver multi-channel sales and service interactions.
Scripted journey flows provided by the UAD remind advisors what they must say, check and record. This drives the right behaviours and makes it easy for our people to deliver a clear, easy and compliant process for Post Office customers. The scripts are created to dynamically fit the call type, scenario and communication needed and can be easily adapted to changing client requirements, delivering an improved customer experience as a result.
As well helping our people the new UAD also helped Webhelp’s insight-led approach by providing a single source of data and customer journey governance. We use this information to design and build bespoke customer journeys and interactions. We then delivering them through an easy-to-use advisor desktop.
Thanks to the UAD solution we have increased conversion and efficiency rates while improving compliance and quality standards resulting in a better overall experience for customers.

RESULT

Success!

50%

Reduction in AHT following the introduction of the UAD.

The insight we have generated has been invaluable for Post Office. They now have clearer and better understanding of their customers resulting in a greatly improved service. Our teams are achieving 95% quality with complaints reduced by 47% and sales conversions increased by 9%.
In November 2015, Post Office Insurance won the “Best Travel Insurance Provider of 2015” at the British Travel Awards, an independent award voted for by the UK public. Our client recognised the large part that the UAD, our people and performance played in winning this award.

RESULT

Success!

50%

Reduction in AHT following the introduction of the UAD.

The insight we have generated has been invaluable for Post Office. They now have clearer and better understanding of their customers resulting in a greatly improved service. Our teams are achieving 95% quality with complaints reduced by 47% and sales conversions increased by 9%.
In November 2015, Post Office Insurance won the “Best Travel Insurance Provider of 2015” at the British Travel Awards, an independent award voted for by the UK public. Our client recognised the large part that the UAD, our people and performance played in winning this award.

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Automotive after sales

High quality customer support
for the Automotive Industry.

OUR CLIENT

New partnership with a new approach.

Our client, a leading automobile manufacturer, appointed Webhelp to look after their customer service department in early 2012. They were very precise in what they wanted:
“Our customers come first and we are looking for a capable partner who will promptly offer exceptional after sales services and through flexibility and proper management, deliver top-notch customer service solutions”.
This is exactly the kind of service Webhelp excels at and we immediately got to work.

THE CLIENT’S NEED

Putting the customer first.

Customer expectations in the automotive industry were changing and becoming more complex. Our client saw the need for change especially when customer satisfaction was not at the level they and their customers wanted.
“A satisfied customer is the best business strategy of all. This is our driving force and our way of business. Unconditionally, we always focus on delivering first-class solutions”
Improving the service overall for customers was the number one priority.

HELPING THE CLIENT

Improving the service together.

After 8 years our partnership is stronger than ever. And we have made huge steps forward in helping our client deliver a better service and improving customer satisfaction. We’ve done this by focussing on three key areas:
Competitive advantage: Our teams are flexible and customer oriented, providing cutting-edge service solutions that cover the customers’ needs. Their commitment to our client’s brand and speed in customer response is a robust competitive advantage.
Customer retention: We’re helping our client to build lasting relationships with their customers. Our people go the extra mile to help customers. We always make sure the customer’s query, issue or problem is solved.
Client loyalty: We have invested time and effort into listening to our client’s needs and delivering our service to the best of our ability. We’ve built up a mutual trust and a great relationship that adds value to our client and their business.

RESULT

Success!

Focusing on the customers’ satisfaction our teams changed their mentality and approach by creating and introducing flexible and custom-made strategies. This worked out to our advantage with Customer Satisfaction improving and great feedback from customers.

RESULT

Success!

Focusing on the customers’ satisfaction our teams changed their mentality and approach by creating and introducing flexible and custom-made strategies. This worked out to our advantage with Customer Satisfaction improving and great feedback from customers.

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Financial Services Market

Delivering excellence in the financial services market.

OUR CLIENT

Investment banking services.

It was back in 1999 when our client, a leading investment bank approached us to become their partner. Excited about this challenge, we immediately set up a team of customer service specialists to function as the central point of contact for all customer inquiries from private customers and our client’s sales partners.

Through the telephone and e-mail channels, our employees cover a wide scope of inquiries from private investors who seek information on state-subsidized pension schemes to technical questions from our client’s sales partners.

THE CLIENT’S NEED

Meeting high expectations

“Exceptional customer service is our top priority and our partner should be able to handle the high volumes and fluctuations without compromising the quality of service.”

Finding competent and experienced service specialists with a background in finance and banking is sometimes challenging and training new employees can take up to seven weeks. There are also challenges during peak seasons, due to the high volume of calls and e-mails. This is often followed by extreme fluctuations requiring detailed planning, strong recruitment and in-depth training in order to meet the service levels.

“Happy employees lead to satisfied customers and clients. Our employees on the frontline are thus the most important asset in this task. We focus on employee satisfaction and retention and are happy with the results.”

HELPING THE CLIENT

Creating a flexible and reliable partnership.

Since our partnership started in 1999, we have been consistently providing high-quality customer service to our client’s customers and sales partners. Our client particularly appreciates our consistency in efficiently handling different volumes of work. Thanks to our flexibility and expertise, we won their trust and loyalty resulting in a successful partnership for over 20 years.

One of the key factors in our partnership has been a focus on continuous improvement. Using various tools and methodologies we’ve developed seamless processes for handling the seasonal variations in contact volumes. As a result we able to consistently deliver high levels of customer satisfaction and service quality.

RESULT

Success!

95%

Customer Satisfaction rating.

One reason our partnership has worked so well for more than 20 years is our consistent performance. 90% quality and 95% handling rates exceed our client’s expectations and contribute to the excellent customer satisfaction rates.

And it’s not just our customers and our client who are happy with our service. We’ve helped our client to achieve a 5 star rating from the Capital Funding Magazine for 16 years in row!

RESULT

Success!

95%

Customer Satisfaction rating.

One reason our partnership has worked so well for more than 20 years is our consistent performance. 90% quality and 95% handling rates exceed our client’s expectations and contribute to the excellent customer satisfaction rates.

And it’s not just our customers and our client who are happy with our service. We’ve helped our client to achieve a 5 star rating from the Capital Funding Magazine for 16 years in row!

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