Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Science gets results for Webhelp UK

Leading customer experience company, Webhelp UK, has witnessed a dramatic increase in customer satisfaction less than a year after introducing its pioneering ‘Discovery Labs’ project.

The company, which employs more than 6,000 people across the UK, launched the labs with the concept of using science and experimentation to create thinking space for individuals and teams to develop better business practice.

The facilities are fitted with identical SMART screens, clinical white lab desks and walls as well as whiteboards, lab coats, behaviour beakers and “Periodic Process Tables” to create an authentic and fun lab environment, with team members encouraged to don the white coats and put their ideas to the test.

120 advisors have already taken part in the Discovery Lab sessions devising new systems and practises that have helped to create a predicted annual saving of £600,000.

Results directly attributable to the Discovery Lab process include an increase in ‘first time resolution’ calls, where customers have their problems resolved almost immediately, by 11.8%.

Meanwhile, customer satisfaction has increased by 9% and transferred calls have reduced by 39%. Furthermore, team members working on behalf of a retail client saw a 50% decrease in revenue lost due to returned products.

Webhelp UK Client Director, Anton Manley, said: “Our team conduct experiments in clinical conditions and from this we’re able to create reports to produce recommendations for business consideration. Results are tracked post session to gauge long term impacts on behaviours and key measures, so we know if an initiative is going to work.

“At Webhelp UK we’ve always been an aspirational business. We’re looking to come up with new ideas and add value to the work we do for our clients and their customers. The idea for the Discovery Labs came from a simple belief that to deliver the best customer experience for our company, every member of the team needed to feel inspired and play an important role in shaping the future direction of the company. The aim is to tell our clients something about their business that they don’t already know.

“We’re a customer solutions business. We want to ultimately get real insight into the minds of our customers so that we can deliver them the highest level of service.”


admin
Article by: admin

News & Insights

Recommended for you
Service Provider
Solution Designer
Technology Enabler
News
Webhelp group agrees to acquire Sellbytel in transformational transaction

Acquisition strengthens Webhelp’s position in the European CRM BPO Market   Webhelp Group, a leading global BPO and customer experience company, today announced that it has entered into an agreement to acquire 100% of Sellbytel Group. Sellbytel is a wholly-owned subsidiary of Omnicom Group Inc. (NYSE: OMC). By joining forces with Sellbytel, Webhelp expands its geographic footprint...

Blog
International B2B e-commerce: 5 pitfalls and 5 good practices

Increasing numbers of B2B businesses both large and small are setting their sights on trading internationally through an e-commerce platform. To give yourself the best chance of making a decent fist of it, Axel Mouquet, Development Director of Webhelp Payment Services, proffers his advice and...

News
Webhelp Payment Services wins a Mirakl Partner Awards

Webhelp Payment Services has been awarded « ISV Partner of the Year » at the Marketplace&Platform Summit by Mirakl, which took place this June 7th in Paris. This award is shared with our German client, Conrad Electronics, and their amazing B2B Marketplace Project. We have produced this...

Whitepaper
The Spring of B2B Marketplaces : Modelling the impact of B2B Marketplaces strategies

Following the presentation of The Spring of B2B Marketplaces at the Marketplace Summit by Mirakl, we are pleased to make this fascinating study available to you! This study covers the state of B2B marketplaces today, and is proudly co-created by Roland Berger, Mirakl and Webhelp Payment...

Case Studies
Post Office Limited®

...

×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook