The development of multilingual hubs for an improved customer service
Outsourcing has changed dramatically in recent years. A decade ago most companies exploring an outsourcing strategy were looking to reduce their...
Customer experience provider, Webhelp UK, has been shortlisted in three categories at this year’s prestigious UK Customer Experience Awards, taking place in London on 25 September.
The business’ Derby site is in the running for ‘Large Contact Centre’ for its outstanding customer experience as part of the sector specific category. The team has been successful in establishing a culture that places the customer at the heart of everything they do, achieved through implementing a collaborative approach that ensures colleagues are all working towards the same goal.
Furthermore, Webhelp has been shortlisted twice in the people specific category for ‘Team of the Year’ led by Jaclyn McKenzie in Derby and ‘Professional of the Year’ for Mark Charlton, Compliance Manager at Webhelp’s Derby site.
The professionalism and results delivered by Mark over the last 12 months has led him to be a standout employee providing sound advice and improved quality of care for clients. In this time, Mark has also forged successful working relationships which has enabled him to drive up client audit and compliance scores.
The team in Derby is further recognised for the huge impact it has had on speed and accuracy of service as well as enhancing customer satisfaction for clients. It surpassed client expectations by fostering a genuine culture of innovation and improvement by implementing new metrics and measures that would positively impact both the customer and employee career development.
Team members attended workshops aimed at highlighting key strengths and weakness designed to help them advance in their role and offer a truly first class customer experience. Key results included a customer response rate below 20 seconds and a higher than average team commitment score.
Commenting on the nominations, David Turner, CEO at Webhelp UK, said: “To be shortlisted in not one but three categories is testament to the hard work and dedication demonstrated by teams and individuals across the business.
“What’s even more exciting is that we’ve been recognised across the categories for both our sector expertise and our people. As a business that constantly strives to deliver the best in customer experience, it’s great to know we’re putting our best foot forward and that our approach to best practice is being recognised.”
The UK Customer Experience Awards celebrate and recognise the very best in Customer Experience across all sectors and multiple categories. Now in its sixth year, the Awards ceremony presents an opportunity for people and businesses to learn and share best practice.