Why it’s crucial for retailers to understand in-store behavior
91% of retail activity still takes place inside stores, yet much of the attention on customer experience innovation has been focused on how to...
The business saw a surge in profit and a healthy rise in turnover in the year to March 2012. Turnover moved from just over £63million in 2011 to just under £82million in 2012 and operating profit increased from £4.1m to £8.9m.
The strong results were largely driven by the development of new accounts and solid growth within our existing client base. Alongside this, the business improved efficiency through economies of scale, which enhanced the underlying profit margins.
Product innovation has been a key focus for Webhelp UK, which will provide the business with cutting edge solutions to drive continued growth. A key product launched in 2012 is our Smart Solution offer, which has been warmly received by our client base.
To meet increasing client demand, we opened a 1200-strong centre in Derby on behalf of Sky in February and an additional site in Glasgow in April.
David Turner commented: “We have performed strongly in difficult times, demonstrating year-on-year growth. Over the past 12 months we’ve made significant improvements to the business, both in terms of how we’re structured and the quality of product we’re delivering. For example, we’ve developed a Smart Solutions product offer to customers, which is providing us with the cutting edge to provide better results for our clients and differentiate us from our competitors. This innovation in our business has continued post March 2012 and will have a long-term positive impact on our business.
“The full benefits of the two sites we opened earlier this year, in Derby and Glasgow, are still to be reflected in the company’s performance. With £11.2m in capital investment having been spent or planned across 2012 and 2013, the platform for further growth is strong.
“It is particularly pleasing to see the strong results reflected in job creation. We have seen a phenomenal increase in the number of team members we employ. Just four years ago we totalled 1800 staff, today this is now 6000. Importantly, the quality and professionalism of the teams we have is of the highest standard and our customer experience centers are performing outstandingly. Our clients can continue to look forward to that level of service and delivery as we head into 2013.”