Webhelp won the top prizes in the ‘Best Use of Training’ and ‘Best Partnership Solutions During a Crisis’ categories at this year’s Engage Awards. The leading customer experience and business solutions provider also won a silver award for ‘Most Effective Homeworking Programme’.

The gold award for Best Partnership Solution During a Crisis recognised Webhelp and its client Sainsbury’s Bank for developing a homeworking solution in record time. The rapid and smooth nature of that transition and the office-like environment created during the COVID-19 pandemic ensured that Webhelp has been able to continue to respond to more Sainsbury’s Bank customers and provide vital levels of support at a time when consumer demand was growing and COVID-19 was making a huge impact across the sector. This relied on the expertise of Webhelp’s IT team and the flexibility and commitment of everyone involved.

Lesley Millar, Head of Banking and Insurance Services, at Sainsbury’s Bank said: “Webhelp managed to mobilise homeworking for the entire contact centre over the course of a weekend, to help maintain a strong service to our customers and keep our colleagues safe. This was, for me, our most impressive and memorable response. This award celebrates a partnership that is a perfect fit for us. Not only is Webhelp aligned to our values, but its teams’ response to changing demands and priorities is exceptional.”

Webhelp’s Operational Learning and Development (L&D) team also won first prize in the Best Use of Training category, having moved from digital training at a baseline of less than 5% to a fully virtual solution in just 14 days. The team provided bespoke and channel-specific training for over 8,000 people working from home. Critical training was delivered to 1,500 new and displaced colleagues to support campaign redeployment and successful homeworking. The L&D team upskilled over 50 trainers into a virtual environment and created and deployed 85 core digital learning modules, along with 25 digital compliance courses.

The company also achieved the Most Effective Homeworking Programme silver award for keeping its people in the UK, South Africa and India safe during the pandemic while maintaining operational integrity for Webhelp clients. With over 12,000 employees, it was a substantial and complex challenge, which involved finding solutions for 2,150 colleagues in India within five days and 2,200 in South Africa in only three days.

David Turner, Webhelp UK Region CEO, said: “These awards emphasise the strength of the capabilities within our business and the dedication of our highly skilled colleagues. This year, more than ever before, we have seen the benefits of our commitment to making business more human. Webhelp’s game-changers accepted the challenges presented by the pandemic and embraced new solutions to ensure that we kept delivering for our clients. We are all so pleased that our teams’ efforts have received this recognition at the Engage Awards. It marks another special moment on Webhelp’s journey of rapid growth and constant innovation.”

The Engage Awards are recognised by the industry as the only awards programme, celebrating excellence in both Customer and Employee Engagement. The programme captures examples of excellence from organisations and individuals directly improving their strategies, retention, loyalty, productivity and bottom line performance.