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Social Responsibility

Webhelp operates with a high level of social responsibility, and our determination to conduct business in an ethical, fair and enlightened way challenges us to be better for our people and for our communities.


Rights and Diversity

Webhelp is passionate about upholding human rights and promoting diversity. We partner with local authorities on issues affecting vulnerable groups, and consistently offer employment and training opportunities. We work with the UK Government “Access to Work” programme to ensure that working environments are accessible, allowing those with disabilities to enjoy successful careers within Webhelp.

Respecting Our Team

We offer positive working conditions, and provide a pleasant and modern working environment. Our commitment to health and safety has been consistently strong since the company launched, and we continually strive to improve conditions in line with evolving standards. Webhelp also places considerable emphasis on offering social benefits and respecting the culture of our unique communities.

Click here to read our Health and Safety Policy.

Our Environment

Webhelp’s drive to promote increased environmental responsibility and mitigate the impact of climate change has led to a range of successful initiatives. We invest in energy and water efficiency technologies with the aim of increasing sustainability and reducing environmental impact. So far we have succeeded: both CO2 emission and water consumption have fallen even as the company has grown.

Our successful environmental initiatives have included upgrades and control adjustments to our Heating, Ventilation and Cooling (HVAC) systems, large LED projects and the deployment of power management software for computers.

Click here to read our Environmental Policy, and here to read our Energy Policy.

Anti-Corruption

Our people are educated to recognise the signs of extortion, bribery and other unlawful or unethical practices. Ethical company policies, careful suppler evaluation and advanced software tools for checking and processing requisitions have all contributed to Webhelp’s anti-corruption initiative.

Addressing Complaints and Concerns

Our commitment to treating customers well is part of our ethics and value framework as a company. Webhelp is authorised and regulated by leading governing bodies in all of its locations. In the UK, we operate under the auspices of the Financial Conduct Authority (FCA). The FCA demands that businesses like Webhelp: “pay due regard to the interests of their customers and treat them fairly.”

In order to fully and properly serve every customer, we take the following actions on a consistent basis:

  • Invest in training our people, who demonstrate loyalty, stability, competence and a commitment to fairness and customer care.
  • Use state-of-the-art recording tools across all communication channels. This allows us to rigorously monitor customer contacts, ensuring consistent regulatory and quality compliance.
  • Sign comprehensive service level agreements with our clients that state we will meet the individual service standards required for their customers.
  • Maintain a company culture that focuses on engineering the optimal customer experience, for the benefit of both our customers and our clients.

We use a number of internal processes to ensure our high standards are maintained:

  • Regular written assessments of individual performance.
  • A monthly “Treating Customers Fairly” monitoring programme that incorporates measurement against key customer touchpoints.
  • Both internal and external audits.
  • Customer satisfaction surveys after every contact

 

Complaints Procedure

In line with its governing bodies and accreditations, Webhelp complies with OFT guidelines and Financial Ombudsman rules to ensure that all customers have a detailed process for logging a complaint and receiving timely and concise feedback.

To view our UK Process for Complaint Management, please click here.

BUSINESS PROCESS AND CUSTOMER EXPERIENCE OUTSOURCING

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