Webhelp and The Very Group: a transformational partnership

The Very Group have revolutionised their business in recent years, from their origins as a much-renowned catalogue brand to becoming one of the UK’s leading pureplay digital retailers.    

At Webhelp we’ve played a pivotal role in this journey, partnering to design, deliver and continually evolve an ambitious Customer Experience transformation programme.   

It’s an award-winning partnership that’s been responsible for a step-change in customer experience. Webhelp colleagues in the UK, South Africa and India work closely with colleagues in The Very Group to support a wide range of human and digital solutions across the entire customer journey – delivering game changing commercial and customer outcomes along the way. 

Working with Webhelp

Decision-making has always been data-led, continually harnessing feedback about The Very Group operations to test, learn and transform, piloting new tools and processes to drive continuous improvements in customer experience.  

For location and right-shoring strategy, we managed the smooth transition of key roles to offshore campaigns, minimising potential operational and business risks. And with our commercial and strategic objectives tightly aligned, both parties are always fully motivated to achieve success.  

This collaborative focus has generated significant business benefits for The Very Group, including:  

  • Greater colleague engagement 
  • Reduced call centre demand 
  • Improved operational efficiency  
  • Increased revenue generation  


A people-first partnership and operation in South Africa 

Since the contract partnership between The Very Group and Webhelp began in 2015, there have been some astounding improvements in their customer service, and these have been publicly recognised. As a result of The Very Group and Webhelp’s partnership, The Very Group walked away with a CCA Gold award in 2020 for excellence in BPO collaboration. As well as this, an European Contact Centre & Customer Service Awards (ECCCSA) Gold award for best large customer service team.  

Just before the awards, The Very Group also developed a customer closeness centre in 2019. 

The partnership has also delivered game-changing commercial and customer outcomes such as: 




decrease in call demand


increase in revenue


drive towards digital


Always flexible and always scalable, we’ve worked together to manage seasonal peaks and the challenges of operating in a pandemic – with a continual focus on delivering transformative customer journeys.  

Our award winning, long-lasting partnership with The Very Group is based on trust, value and delivery, creating an environment that allows amazing customer experiences to happen.   


“It truly means a partnership between The Very Group and Webhelp and that’s down to how it’s based on trust both ways. It’s actually a partnership where both have a voice and both equally challenge on a number of different fronts”

Suzanne Edmonson – Head of Global Customer Operations, the Very Group 

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