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Contact Centre Focus recently conducted a five minute interview with Gillian Campbell, HR Director Webhelp UK. The interview, as published, is below. Click here to read it on the Contact Centre Focus website.
Gillian began her career first in market research, and then moved into customer experience management before going on to hold a number of senior HR positions in the telecoms industry and public sector. Following three years with the Scottish Police Services Authority, she returned to the customer service sector to join Webhelp UK in 2014.
1. How did you get into the contact centre/customer service industry?
“After completing a Marketing degree, I began my career with a market research company through which I moved into telemarketing, progressing to operational and commercial management of contact centres.”
2. And how did you end up in your current role?
“Having begun my career on operations side of customer experience management, before making the transition into HR, I was keen to combine both areas of expertise in one role. The opportunity to become HR Director for Webhelp UK was a perfect way to do this.”
3. How has the industry changed since you’ve been involved in it?
“The industry has moved on significantly since I first began my career. From an operational perspective things have changed, with a greater focus now placed on improving customer experiences through planned campaigns. As the industry has grown, it has also consolidated considerably.”
4. What do you think are the biggest challenges to the industry?
“Perhaps the greatest challenge is recruiting and retaining the best talent. The public perception of the industry has been tarnished by the actions of a minority of companies that have fallen far short of delivering the customer experience and the employee experience, and this is an area that the sector needs to continue to address”
5. What do you think the industry’s future looks like?
“Extremely positive. Certainly from our perspective at Webhelp UK, it will continue to embrace and adapt to new technology, utilising different channels to improve customers’ experience.”
6. What are your greatest personal and professional achievements?
“Personally, my wonderful children, friends and family are my greatest achievement. Balancing this with a career in which I’ve been able to progress from operational roles into senior strategic positions, moving from direct customer experience management into the HR and People field with Webhelp UK has also been tremendously rewarding. “
7. Who has had the greatest influence over your life or your career?
“Throughout my career I’ve been privileged to work with a number of talented, dedicated individuals who have challenged me to build on my drive and energy to constantly learn and improve myself.”
8. Which people or companies do you admire the most and why?
“I admire people and organisations that work smart, are innovative, and are assertive enough to inspire this in others to achieve results. In the field of Human Resources, I’ve been particularly inspired by Professor David Ulrich who has done so much to develop people strategies and structures.”
9. What do you think is the industry’s single most valuable asset?
“People. Without a doubt. As an industry which serves to improve the customer experience we are only as good as our talent.”
10. How do you spend your spare time (if you have any)?
“I enjoy spending time with my family and friends, particularly activities which allow me to combine quality social time with being outdoors. I like nothing more than a long walk or bike ride, followed by a relaxing lunch.”
11. What advice would you give to someone looking to start out in the industry?
“Go for it, work hard and grab every opportunity. The customer experience industry is a meritocracy, it rewards people who are dedicated to improving their skills and supports people to develop their careers.”
12. Do you have any other thoughts about the industry that you would like to share with us?
“As an industry we treat our people well, but there’s always more to be done. At every level we should concentrate on developing our talent, empowering them to achieve and developing them. By concentrating efforts in this way at Webhelp UK, we’ll continue to grow, improve and deliver even more for our clients and their customers.”