Fermer

Choisissez un pays

Grande BretagneEnglish
Afrique du SudEnglish
NordiquesEnglish
NorvègeEnglishNorsk
DanemarkEnglishDansk
FinlandeEnglishSuomi
LettonieEnglish
InternationalEnglish
République tchèqueEnglish

HEROtsc’s move from contact centre to customer experience

Actualités
9th July 2012

My first action at HEROtsc 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 par: admin

Actualités et informations

Webhelp Payment Services
Service Provider
Solution Designer
Technology Enabler
Blog
[Replay ▶] Webhelp Secteur Public & Pôle Emploi : un bel exemple de partenariat public-privé depuis 2009

Comment Webhelp a contribué à la transformation numérique de Pôle emploi depuis sa création en 2009 ? Comment a été assuré la continuité et qualité de service pendant le confinement, tout en préservant la sécurité des données ? Un bel exemple d’agilité et d’étroit partenariat mis en lumière par Acteurs Publics TV...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Livre Blanc
#5 OneShot – L’Influence

SOMMAIRE : Un Mot : KOL - Key Opinion Leader Un Chiffre : 10 000 abonnés et pas plus Trois Avis : L'influence : comment faire passer vos messages ? Une Info : TikTok appuie sa position en Europe Une Démo : Le dark social Un B-Case : Comment Webhelp KYC Services a...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Actualités
Jean-Baptiste Decaix nommé Chief Client Officer du Group Webhelp, membre du comité exécutif

Paris, le 29 juin 2020 Avec la nomination de Jean-Baptiste Decaix au poste de Group Chief Client Officer, le leader de l’expérience client Webhelp renforce son senior leadership international et réaffirme son ambition d’atteindre le top 3 mondial. Diplômé de CentraleSupélec et de...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Actualités
Dirk van Leeuwen devient Directeur Général France de Webhelp

Paris, le 27/05/2020 Dirk van Leeuwen, jusqu’à présent SVP Global Operations de CWT (Carlson Wagonlit Travel), rejoint Webhelp, leader européen de l’externalisation de la relation client, en tant que Directeur Général sur son marché et ses activités région France au sein de...

Read 212CAAF2-CC0E-4D90-9134-028C45BDF837 Created with sketchtool.
Études de cas
[Mode] Comment Nyky France a financé son développement

...

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 terms and conditions.

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 terms and conditions 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