Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Happy employees deliver great customer experience

Webhelp UK aims to give employees a great experience so they can pass that on to our client’s customers.

Gordon McDowall, Site Lead – Falkirk

 

Making the team feel a part of the bigger organisation

Back in the day, a lot of the job content could be perceived to be repetitive, although personally I didn’t agree with that because to me, every customer was different, and I enjoyed talking to them. However, I began to see how that perception could have an impact on the workforce and so I developed an interest in the importance of making sure that employees were made to feel part of the bigger organisation.

I’ll admit that while I don’t know everyone’s name personally, I will always make an effort to say hello. It is important to acknowledge people and not just to walk past them.

As I moved up through the world of outsourcing, I arrived at Webhelp UK and have been fortunate enough to work across most of the sites, starting off in Dunoon, Rothesay, Aviemore, Erskine and then Falkirk.

Falkirk is the biggest Sky site in the Webhelp UK fleet, and as Site Lead, I like to run a tight ship, although I am keen to say I have never lost sight of my roots. Even though I like a challenge, I’ll admit that while I don’t know everyone’s name personally, I will always make an effort to say hello. It is important to acknowledge people and not just to walk past them.

Happy people, happy customers

My mantra is Happy people, happy customers, and I believe this to be a truism; I passionately believe that people need to get the value of a “good morning” or by being seen to be the first person into the building and the last one out.

EventFull was designed by our people, it’s led by our people and it’s showcased by them. It allows them to create the entertainment they want and contribute financially towards that, it’s a great, fun way to empower people.

In Falkirk, I have recently moved to a more central area of the call-hall to allow him a better overview of the whole place. I did this to create an area where people can stop by my desk and just have a chat and sit down for a moment. A place where informal meetings can happen, to let people to know someone is there and can be approached.

We have also introduced an employee engagement project called EventFull. It arose from an employee survey that highlighted the need for the introduction of social activity and colleague interaction. EventFull was designed by our people, it’s led by our people and it’s showcased by them. It allows them to create the entertainment they want and contribute financially towards that, it’s a great, fun way to empower people.

The concept was pitched to the executive team who were asked to price match the employee subscriptions – and fast forward – this has now become a SMART methodology which has since been rolled out across all of the estate.

I am passionate about people but even I will admit that there are many day to day issues that can get in the way. This is why I have introduced “Gordon’s Virtual Surgery” where I will regularly announce through the internal newswire that the “Doctor” is in to anyone who wants to ask me questions or put their points across.

I believe that a positive attitude should be firmly embedded in a very active process that goes on behind the scenes, which helps make Webhelp UK a better place for people to be, and to stay.


admin
Article by: admin

News & Insights

Recommended for you
Service Provider
Solution Designer
Technology Enabler
Blog
Rewarding exemplary employment initiatives

Author: Anton Manley, Chief Client Officer, Webhelp The UK Employee Experience Awards, now in their 5th consecutive year, have been designed to recognise and reward exemplary employment initiatives and quality employee experience (EX). Here Chief Client Officer for Webhelp UK, Anton Manley, reflects on his time as Chair of the judging panel… Regular readers of our blogs will realise that...

News
Ten Heart-Warming Calls Show Why Consumers Prefer Human Customer Service

Leading customer experience provider Webhelp asked 8,000 contact centre employees to share their most distinctive customer interactions   4 April 2019 The woman whose cats eat better than she does. The holiday shopper who provided life advice and inspiration. And the mum-to-be who was...

News
British consumers say impact of artificial intelligence will not be positive

44% do not think Artificial Intelligence will impact them positively in any way and 52% say it will make dealing with brands more impersonal  4 April 2019 Large majorities of British consumers prefer dealing with humans over automated services for everything from querying a bill (85%) and...

Whitepaper
AI AND AUTOMATION: IMPROVING THE CUSTOMER EXPERIENCE

How do we really want to interact with brands? What do we really think about AI and Automation? How important is it to strike the right balance between human talent and AI and Automation for CX? Read our new paper to find out more.   The Webhelp Disruptor Series. Be part of...

Case Studies
Post Office Limited®

...

Load more
×

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