Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

From contact centre provider to customer experience experts

By focusing on customer experience, we have been able to grow our business during the global economic crisis.

Andy Doig, Chief Operating Officer

 

Investing in a change

With a global downturn and a double-dip recession in the UK, most of the companies in our sector have adopted a survival strategy.

Webhelp UK decided that this was the moment to invest in a fundamental alteration of our business and our industry and transform ourselves from a traditional call centre to a business solutions provider.

We decided that Webhelp UK needed to become a key business partner delivering outstanding customer experience.

Growth is something companies tend to strive for when the economic climate is favourable, so this slump presented our clients with new challenges.  We decided to invest in creating fresh, new solutions to drive insight and innovation for our clients to help them overcome these challenges.

We chose to take a strategic path that required us to adapt our core values in order to help our clients solve their main strategic business issues.  We decided that Webhelp UK needed to become a key business partner delivering outstanding customer experience, and so we focused on strategic solutions and delivering business enhancing outcomes rather than providing commoditised services.

Through this investment in our infrastructure, our core operating methodologies, our management and our people, we rebuilt our strategy from the ground up. But perhaps most crucially of all, we focussed intensely on doing the things we understood to be most central to our clients; reducing costs, improving customer retention, improving customer loyalty, and improving customer spend and wallet share. In short we stopped thinking like a contact centre and evolved into a customer experience company which delivers an enhanced relationship between our clients and their customers that directly improves our clients’ business success.

We now work at a deeper level with our clients, adding more value, sharing their objectives, taking more risk on a gain-share basis.  By behaving like a true partner by investing in their business success, this enables us to provide real value to the full extent of our capability.

Becoming a true strategic partner for our clients

As a business we are very fortunate to work with some of the UK’s leading brands who had also come to the same conclusion as ourselves – that the old model of contact centre outsourcing, while delivering tactical benefits such as flexibility, could never deliver the real business value that we have been able to create for our clients by working as a true strategic partner.

We are better placed to take responsibility for their customer management, due to our dedicated focus and expertise in customer experience.

These days we spend much more time focusing on improvements in driving customer loyalty, advocacy and spend.

Clients have increasingly come to realise that, more often than not, we are better placed to take responsibility for their customer management, due to our dedicated focus and expertise in customer experience.  We have become specialists at taking over and improving clients’ in-house capability through the application of our methodologies, and then delivering customer experience as a managed service.

Our journey is by no means complete but we remain committed to being at the vanguard of a new wave of outsourced customer management, delivering strategic partnerships aimed at creating a unique value customer experience for the benefit of our clients and their customers.


admin
Article by: admin

News & Insights

Recommended for you
Service Provider
Solution Designer
Technology Enabler
Blog
Tips to optimise your business’ cash flow

Lack of cash: all fashion brands are short of cash at some time or another. This was the reason for organising a workshop entitled: "Cash is king - How to optimise cash flow at each stage of your development". It was suggested by the Fédération Française du Prêt à Porter Féminin (French Federation of Women's Ready-to-Wear Clothing) and by Webhelp Payment Services, during the 2018 Traffic...

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...

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...

News
Webhelp Payment Services wins 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...

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