Choose a country

United KingdomEnglish
South AfricaEnglish

Success through Service for a Leading Office Supply Company

Of all service calls result in a sale
Reduction in operating costs


This Webhelp strategic partner is one of the world’s biggest suppliers of office stationery and supplies, serving consumers in 11 countries. In the UK no one sells more office products to more organisations.


To deliver an exceptional customer experience while boosting sales, extending market share and reducing operational cost.


An Order Entry and Customer Service operation that delivers high Net Promoter Scores (NPS), opens up sales opportunities and encourages loyalty.

Revenue-enhancing customer experience

Delighting customers, growing business and reducing cost.

As recession bit hard into the office supplies market, one of its leading players embarked on a mission to transform its customer operation. Rather than concentrating solely on reducing costs, this company wanted to grow sales by empowering their people to sell more, and sell better. This was an approach Webhelp, their exclusive UK outsourced partner since 2006, readily adopted.

Webhelp’s 212 advisor engagement programme was implemented. By combining additional training efforts and a focus on encouraging high NPS, rather than hitting KPIs like average handling time, Webhelp empowered advisors to offer a better customer experience and increase cross- and upselling success rates. The 212 programme was also applied to the service environment, increasing sales across all service calls.

Webhelp worked with our client to provide advisors with a single view of each customer and their order history, so they can take advantage of every selling opportunity.

In addition to increasing sales, Webhelp was able to reduce customer attrition by introducing a Welcome programme that focuses particular attention on customers during the first three months of trading. This has dramatically increased early day retention.

The operation:

A rightshoring approach uses 150 advisors across two sites in Rothesay and Cape Town to deliver service and sales in parallel, and to meet our client’s demanding “low cost, high quality” agenda.


As discussed above, results have been highly impressive across the board.


  • Rothesay +70
  • Cape Town +76

Customer satisfaction:

  • Rothesay 76%
  • Cape Town 83%

First time resolution:

  • Rothesay 97%
  • Cape Town 96%

7% increase in sales value via cross and upsell

A sale on 25% of all service calls

33% reduction in operating cost via offshoring

In 2015 Webhelp and this leading office supply company were shortlisted for the ‘Best Outsourced Partnership’ in the UK’s CCA Excellence Awards.

News & Insights

Webhelp Payment Services
Solution Designer
Service Provider
Technology Enabler
Trends 2020 – Upply is digitalising the supply chain and integrating Webhelp Payment Services solutions!

A preferred marketplace for transport and logistics professionals, Upply brings increased transparency and fluidity to the supply chain market. Highly innovative in terms of data and AI, Upply uses KYC and payment services provided by Webhelp Payment Services. For more details, we spoke to Jérôme Connac, Business Developer at Webhelp Payment Services.   Launched in November 2018,...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Webhelp acquires Runway BPO

Webhelp reinforces its best-in-class nearshore portfolio Acquisition of Top Multilingual Customer Experience Firm Runway BPO Completed PARIS, May 16th, 2018 – Global leading BPO and customer experience company Webhelp has confirmed the acquisition of the majority of the share capital of top...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Webhelp Wins Four Awards in the 2017 BPeSA and CCMG Awards

Leading global customer experience and business process outsourcing expert Webhelp has been named the top operator in four categories at this year's BPeSA and CCMG Industry Awards. For the first time this year industry bodies BPeSA and CCMG joined forces to run a combined awards process. The BPO...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
Insight Partnership with a Major Telco Provider


Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Digital Coaching: Retailer Feature

'Wouldn't you rather not call me?' Why the contact centre's biggest contribution to retail success is to drive contact online. Two years ago the global consulting firm Deloitte threw a cat among the retailing pigeons with its prediction that by 2020 physical stores would be replaced by...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.

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: