Delivering the experience your customers expect
Imagine if 93% of your customers said they all want the same thing. Would you build a strategy around ensuring you deliver this? Of course, it...
Back in the day, a lot of the job content could be perceived to be repetitive, although personally I didn’t agree with that because to me, every customer was different, and I enjoyed talking to them. However, I began to see how that perception could have an impact on the workforce and so I developed an interest in the importance of making sure that employees were made to feel part of the bigger organisation.
As I moved up through the world of outsourcing, I arrived at Webhelp UK and have been fortunate enough to work across most of the sites, starting off in Dunoon, Rothesay, Aviemore, Erskine and then Falkirk.
Falkirk is the biggest Sky site in the Webhelp UK fleet, and as Site Lead, I like to run a tight ship, although I am keen to say I have never lost sight of my roots. Even though I like a challenge, I’ll admit that while I don’t know everyone’s name personally, I will always make an effort to say hello. It is important to acknowledge people and not just to walk past them.
My mantra is Happy people, happy customers, and I believe this to be a truism; I passionately believe that people need to get the value of a “good morning” or by being seen to be the first person into the building and the last one out.
In Falkirk, I have recently moved to a more central area of the call-hall to allow him a better overview of the whole place. I did this to create an area where people can stop by my desk and just have a chat and sit down for a moment. A place where informal meetings can happen, to let people to know someone is there and can be approached.
We have also introduced an employee engagement project called EventFull. It arose from an employee survey that highlighted the need for the introduction of social activity and colleague interaction. EventFull was designed by our people, it’s led by our people and it’s showcased by them. It allows them to create the entertainment they want and contribute financially towards that, it’s a great, fun way to empower people.
The concept was pitched to the executive team who were asked to price match the employee subscriptions – and fast forward – this has now become a SMART methodology which has since been rolled out across all of the estate.
I am passionate about people but even I will admit that there are many day to day issues that can get in the way. This is why I have introduced “Gordon’s Virtual Surgery” where I will regularly announce through the internal newswire that the “Doctor” is in to anyone who wants to ask me questions or put their points across.
I believe that a positive attitude should be firmly embedded in a very active process that goes on behind the scenes, which helps make Webhelp UK a better place for people to be, and to stay.