Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Our dedicated insight teams use the most advanced strategies to replace intelligent guesswork with evidence-based certainty to improve your customer management.



Voice of the Customer

Voice of the Customer (VOC) is crucial to fully understanding the customer experience you are offering. VOC insight goes beyond analysing the communications between you and your customers – our specialised customer insight teams also analyse what customers are saying about you. It is both an informational and problem-solving tool.

At Webhelp, we can offer a closed-loop VOC strategy:

customer insight, voice of the customer, customer journey, customer engagement

Read more about how Webhelp utilises Voice of the Customer here.


Customer Journey Mapping

We use data and analytics to develop comprehensive insight and predict what when, how and why customers are going to buy. With that knowledge, you can get ahead of possible defection with Next Best Action planning. Every contact with a customer should cost less than it brings in – so it’s vital to take advantage of these.


Demand Optimisation

At Webhelp, demand optimisation is an intelligent way to maximise customer service excellence while lowering costs. It is crucial that demand optimisation is done well – customers should feel better served, not neglected.

We base all of our demand forecasting and optimisation strategies on an intelligent framework with four key goals:

  • Understand customer journeys and their relationship to contacts
  • Use data intelligently to identify the root causes for contacts and eliminate them before contact is necessary
  • Optimise self-service solutions
  • Achieve business control by using insight generated from analysis to accurately forecast demand

To read more about demand optimisation from Webhelp, read our white paper.

Contact the Webhelp

Insight Team

Contact us
Contact

Falkirk

1 Central Park Avenue
Central Business Park
Larbert
Falkirk
FK5 4RX
United Kingdom
+44 (0)1324 575 000

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
Blog
Reflections on partnership models

I’m really looking forward to participating in the CCA Keynote Debate later today. I’ll be joining peers from across the industry to debate the importance of partnerships in business process outsourcing (BPO) – specifically focused on Customer Experience. As I’ve been preparing for the debate, I’ve been reflecting on the views of various management gurus that I’ve come across during...

News
Webhelp’s market expansion strategies in the contact centre outsourcing market earn it accolades from Frost & Sullivan

Webhelp's keen focus on agile customer experience (CX) solutions has helped it grow across Europe in an intensely competitive market Based on Webhelp’s successful growth strategy across Europe, Frost & Sullivan has recognised the company with the 2018 European Market Leadership Award in...

News
Gobeyond merges with OEE consulting creating a customer experience leader

Webhelp, Europe’s BPO industry leader, accelerates differentiation with new consulting investment KKR backed Webhelp today announces the acquisition of OEE Consulting and its merger with gobeyond to create an industry leading customer experience (CX) transformation services business with...

Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Case Studies
Webhelp People Analytics

...

×

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