Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Webhelp UK’s move from contact centre to customer experience

News
9th July 2012

My first action at Webhelp UK was to look at what we offered our clients and how we could deliver excellent customer experience.

David Turner, Chief Executive Officer

What I learnt

Not to see whether we did a good job or not, because I knew that we already did, but I just couldn’t see how we differentiated from our competitors in terms of value add for our clients. I had a vision about contact centres and where I thought we needed to go, but I knew it would take significant surgery and a radical rethink to ready us for that journey.

It was clear to me that although we met all of the service level agreements the business had; there was no real reason to keep us on as a supplier, because we didn’t do anything for our clients that was over, above and beyond that.

I had a vision about contact centres and where I thought we needed to go, but I knew it would take significant surgery and a radical rethink to ready us for that journey.

That’s the problem with commoditised businesses, the only way they can differentiate is on price, so I wanted to move us away from that and position ourselves more as a consulting business developing outcome based solutions.  I think our most significant asset is that we deliver a more qualitative service to our clients based on knowledge and insight rather than going after the cheaper volume based activity that a lot of our competitors pursue.

Evolving the contact centre into the customer experience centre

We needed to stop thinking about ourselves as a contact centre business, and more as a company that sold solutions around improving customer experience which at the same time improves our client’s revenues and profit.  That, in a nutshell, is what we started to do three years ago, and it’s what determined Vodafone choosing us as their strategic partner and started the growth of the business over that period of time.

The most important thing we provide today for our clients isn’t just about answering the phone… it’s about the knowledge we can provide that makes them a better business.

Not to over simplify things, it was about understanding that our business had to change, that our proposition needed to be different.  The heart of what we did, which was answering calls and talking to customers still needed to beat as strongly as ever, but we needed to make sure we were also delivering unique, insightful outcomes to our clients.

The most important thing we provide today for our clients isn’t just about answering the phone, it isn’t even about giving them better CSAT, it’s about the knowledge we can provide that makes them a better business.  It’s all about how you use data in this business.  Data is so much more powerful and important when it is used correctly.  How we house the data, how we analyse it, what additional insights can we go back to our clients with, and those insights should all be around driving revenue, profit, customer advocacy and retention.

Investing in people

While we are still very evolutionary, we’ve come a long way from being a commoditised supplier to one that delivers complex solutions and is now a true strategic partner to our clients.

I am passionate about changing the perception of this business to be one where you don’t just come here for a job; you come here to pursue a career.

But it’s not just data and technology that makes a difference the biggest reason our business will continue to succeed is if we invest in our employees.  I feel a tremendous sense of duty towards our people and the biggest kick I get is seeing them reach their optimum potential, when they’ve challenged themselves, when they’ve found new ways of solving problems and adding value.  I am passionate about changing the perception of this business to be one where you don’t just come here for a job; you come here to pursue a career.

And we can offer people real career progression here; there are so many opportunities to grow and a clear path of succession through the business, and that’s a terrific reason for people to want to stay within the company to develop their abilities and to achieve that potential.

This is what I really want to see happen, if I went out and spoke to the guys at the front end of the business today, I’d like to think that in 10 or 15 years time somebody in that audience will be sitting on the board looking after my pension!


admin
Article by: admin

News & Insights

Service Provider
Solution Designer
Technology Enabler
Blog
The Game-Changer Mindset

New business ideas that are channeled towards creating innovative products pop up every day, however, very few of them manage to change the status quo in their respective fields. Executing an idea is just as important as the people who drive that change – they are a critical success factor of the project. “Don’t just play the game - change the game. The goals are to create, improve...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Webhelp “Think Human”

Webhelp rings in its next phase of strategic development with new brand Paris-headquartered Webhelp, the European leader in customer experience and business solutions, today revealed its revamped brand platform, supported by an updated visual identity. The group’s new brand reunites the...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
News
Oor Wullie’s Big Bucket Trail | Charity Week

Webhelp is delighted to sponsor Oor Wullie’s Big Bucket Trail 2019, Scotland’s first-ever national public art trail, raising vital funds for children in hospital across Scotland. Each week of the event takes on a different theme, as it is Charity Week, it’s a perfect time to look back at...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Case Studies
[Fashion] Fifty Jeans – Launch your brand without cashflow problems!

...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Whitepaper
AI AND AUTOMATION: IMPROVING THE CUSTOMER EXPERIENCE

  The Webhelp Disruptor Series. Be part of it!   This paper has been borne of conversations with experts within Webhelp and beyond and is also the result of a YouGov study of over 2,000 adults in the UK. Find out consumer attitudes towards AI and automation and read expert views...

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:
Twitter
LinkedIn
Facebook