Team ANRS aces the 2021 Webhelp MBA Case Competition

As proud sponsors of the full-time MBA Case Competition at Alliance Manchester Business School, we are delighted to announce that ANRS was the winning team in the 2021 final.  

 

Chris Garnett, Head of Postgraduate Careers said, 

“After a very exciting, high energy day we are delighted to announce that team ANRS won a very close AMBS Webhelp Case Competition. Congratulations to Shruti Garg, Rishabh Bhagat, Nkem Igue, Aziz Yuldashev and Santanak Datta.”

The competition final was a diligent process. Participants took part in individual case study interviews with judges throughout the morning, followed by group case work in the afternoon. The teams then presented the group case to the judges and faced a very challenging Q&A session.    

Despite changes to the team dynamic with late substitute Santanak joining, this did not deter the team’s ability to take home the top prize.  

Overall, it was very close with not much to separate the four teams – congratulations to Mancunian Rollers, Case Warriors and The Maples for reaching the final and performing so well.   

Shruti from the winning team said, 

“Our team ANRS still reminisce and rejoice in the wonderful feeling of being champions at the case competition. Our team felt confident as we approached the day of the finals: we complemented each other’s strengths to form a strong team. The competition was jam-packed with a variety of activities, but at each stage we all pulled our weight and collaborated to keep each other on track with the tasks. We had great exposure to industry experts who sat as guest judges, including alumni who are now working at Gobeyond, Aceenture and KPMG.” 

 Our CEO of Gobeyond Partners, part of the Webhelp Group, Mark Palmer commented, 

“We were delighted to sponsor this competition and further cement our relationship with Alliance Manchester Business School. The standard was extremely high – especially given the short amount of time the teams had to respond to the challenge. We enjoyed helping the teams to focus on connecting with their audience and recognising social purpose as a foundation. Congratulations to the winning team, ANRS. It was well deserved.” 

 

We have enjoyed being part of MBA Case Competition and look forward to collaborating with many more ambitious professionals in 2022 as part of our strategic partnership with Alliance Manchester Business school.  


Webhelp Appoints a New Global Business Unit Executive Director to Support Growing High-Tech Client Base

Webhelp, a leading global provider of customer experience (CX) and business solutions, has appointed Amar Akatrai as its new Global Business Unit Executive Director – High Tech, to further strengthen and grow the business’ client portfolio across the globe.

Amar joins the business with an extensive background and over 17 years of experience in the business process outsourcing and IT-enabled services industries, where he’s worked across verticals such as technology, telecom, travel, and healthcare.

Most recently, he was at Tech Mahindra, where he helped the Business Process Services business grow eight times the industry rate while working to deliver digital experiences to Fortune 50 companies and Unicorns. Building on his career overseeing operations at WNS Global Services, Ventura (now Capita), and IKS Health, he’s developed a deep understanding of CX strategy, digital transformation, and operational excellence.

To support account management across the group, Webhelp has appointed Amar to focus on new and existing partnerships to help deliver exceptional experiences for some of the world’s leading technology companies. Based in California, he will oversee a team of high-performing global account managers and operations managers.

“I’m thrilled to join during such an exciting part of the Webhelp journey and amazed at the unique entrepreneurial spirit that drives this passionate teams,” said Amar. “I’m looking forward to combining my experience with Webhelp’s unrivaled capabilities in this industry, to help new and existing clients deliver truly game-changing customer experiences.”

“I am delighted to welcome Amar to the Webhelp family. His appointment is hugely strategic for us. As we continue to expand, our relationships with clients must remain a priority as we pursue our mission to become a top-three leader globally. Amar’s depth of experience across verticals driving digital transformation and super-charging businesses will be an enormous asset for Webhelp and our growing leadership team,” said Jean-Baptiste Decaix, Webhelp’s Chief Client Officer.

The announcement comes during a time of expansion at Webhelp in the Americas, following the acquisition of OneLink earlier in 2021, creating a business with over 95,000 people across 50 countries.


Webhelp to join expert panel at CCA virtual round table

We are pleased to announce our involvement at CCA’s upcoming virtual round-table discussion on 16th December. Dave Pattman, Managing Director, Customer Experience, will join as a panellist to outline the crucial factors that need to be considered in future CX strategy.  

This session promises to deliver informative and stimulating content to help shape your service offering, addressing opportunities and challenges that will inspire your plans and help achieve customer service excellence, as we Build Back Better for 2022 and beyond.

 

The rapid acceleration of digital transformation has forced many businesses to reconsider their operating model and embrace technology-enabled CX delivery as a matter of survival. Now as we prepare to enter 2022, it’s essential to understand where efforts need to be focussed in the coming year to enable businesses to succeed.  

Dave will join the expert panel to share his knowledge in the customer experience space; including digital and self-service automation tools, CX design, and reimagining of the customer service model to name a few.  

 

Commenting on the event Dave said: 

“I’m delighted to join the panel at the CCA roundtable discussion and to take to the virtual stage alongside customer and operational leaders from across the UK.  

It’s a great opportunity to discuss the customer demands their organisations face, how they plan to manage these demands and to highlight how some of the latest CX thinking can help shape their customer strategy for 2022 and beyond.” 

 

To hear more from Dave Pattman, check out his latest article for Gobeyond Partners, part of the Webhelp group, where he discusses how organisations can balance the adoption of digital technologies with the need to develop deeper, more human relationships with customers 


Webhelp win big at the Engage Awards 2021

We’re very pleased to announce that Webhelp picked up two awards at last night’s Engage Awards, building on a series of award wins in recent years.  

The 2021 awards, back in-person once again following 2020’s remote event, took place at Park Plaza London Riverbank. Webhelp are celebrating success across both nominated categories:  

  • Winners for Most Effective Remote Working  
  • Highly Commended for Best Use of Training  

The win for Remote Working recognises our efforts to provide our clients and their customers with an excellent experience, while keeping the safety of our people as a number one priority. Our Webhelp Anywhere model is both flexible and scalable for our clients, while providing our colleagues with a modern, adaptable remote working programme. 

Our industry-leading training solution is a fully-blended learning experience which included e-learning, online assessments, video content and various simulations, delivering a fun, competitive approach to learning. 

David Turner, Webhelp’s Chief Executive Officer for South Africa, UK and India, had this to say:  

“I’m absolutely thrilled for our people to once again receive recognition for our Remote Working programme. It speaks to the tenacity and skill of our colleagues, and our determination – through what everyone recognises as some of the most turbulent months of our times – to think human, and truly put our people first. 

This goes hand-in-hand with our incredibly talented Training team, who have allowed our new recruits to grow and thrive, whether their training be in-person or remote. Both of these awards are a reflection of the skills and dedication of our people.”  

 

The Engage Awards are recognised by the industry as the only awards programme celebrating excellence in both Customer and Employee Engagement. The programme captures examples of excellence from organisations and individuals directly improving their strategies, retention, loyalty, productivity and bottom line performance. 

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What matters most to UK Christmas shoppers in 2021?

Christmas may be right around the corner, but 2021 is a different year for British retailers and customers alike.  

Pandemic fears remain; the government has recently tightened restrictions, and Christmas shoppers have more buying options than ever before, with eCommerce evolving exponentially during COVID-19.  

Here at Webhelp, we conducted a survey in partnership with YouGov to analyse consumer buying behaviours and preferences leading into the holiday season, in order to understand the issues that are most concerning to consumers and retailers this Christmas. 

We surveyed over 2,000 UK adults to explore the importance of brand loyalty, considerations between offline and online shopping, and the value of personalisation, and uncovered a few key trends that should matter to retailers – in particular, leaders who are focused on customer experience, operations, and organisational transformation.  

Here are some of the key insights gathered from the results: 

  • The pandemic could be impacting loyalty and causing customers to look beyond their usual brands – almost one third of those surveyed have started visiting different shops or websites that they weren’t using prior tothe pandemic (32%)with value for money the most popular reason.  
  • Online retains dominance with almost 48% of shoppers planning to shop mostly or entirely online. 
  • There’s still hope for the high street however, with 46% of shoppers strongly agreeing that it’s an important part of British life, and over one third planning to shop in store. 
  • There’s an opportunity for retailers to improve personalisation with all age groups – half of those aged 18-24 feel retailers do this well, but this drops consistently across each group to just 22% for those aged over 55. 


Money matters – value drives decisions

We first looked at what influences people when they decide where to do their Christmas shopping.  

Perhaps unsurprisingly, financial considerations are the primary motivation for most people – almost one third (31%) felt they had less disposable income than last year. Value for money is the main deciding factor (60%), followed by low prices and promotions (40%) and cheap shipping and delivery costs (35%).    

Fast delivery times are equally as important as positive customer reviews, with 33% of respondents stating that this feedback influences their buying decisions.  

Perhaps unsurprisingly, financial considerations are the primary motivation for most people.

Customers want to get behind local businesses, with 35% planning to support local businesses this year. Moreover, 57% plan to start shopping at the same time they did during previous years, with 22% planning to hit the stores earlier — a significant enough number of customers to warrant enhancements to existing customer journeys, both online and offline.  


Brand loyalty is under pressure

One interesting trend is that the pandemic could be causing customers to look beyond their usual brands. 

Almost one-third of surveyed consumers (32%) have started visiting different shops or websites that they weren’t using prior to the pandemic, primarily driven by the same financial considerations as their more loyal counterparts.   

“Almost one-third of surveyed consumers (32%) have started visiting different shops or websites that they weren’t using prior to the pandemic”

For this 32%, value for money was the most popular reason for jumping ship (39%), followed by prices and promotions (34%) and cheap delivery costs (27%). Over a quarter (27%) also counted fast delivery times and the opportunity to support local businesses as their reasons for switching brands, while 24% were influenced by positive customer reviews, emphasising the importance of getting the end-to-end customer journey right.  


Online shopping continues to dominate…

With Amazon only one click away and continually pushing the boundaries of customer convenience, the importance of getting online retail experiences right is more vital than ever.  Almost half of the shoppers surveyed (48%) plan to shop mostly (40%) or entirely (8%) online.

Almost half of the shoppers surveyed (48%) plan to shop mostly (40%) or entirely (8%) online.

Moreover, 14% of respondents expect to have more disposable income to spend this Christmas than last year, while 47% expect to have the same budget. 

With many shoppers choosing to purchase online, some with more cash to spend, retailers have an opportunity to increase revenue by enhancing their personalisation efforts and improving customer experiences in online purchase journeys.  

Retailers appear to be relatively successful at personalising interactions with younger customers, with 51% of 18-24 year olds agreeing that the deals and promotions they receive often feel tailored to their needs. Comparatively, this percentage drops continually across the various age brackets in the survey, with only 22% of over 55s feeling this way. It’s clear therefore, that as retailers look at their immediate and overall 2022 priorities, there is huge opportunity to improve personalisation across all age groups. 


…but there’s hope for the high street

Here’s some good news for bricks-and-mortar retailers – there could be a revival of high street shopping, albeit against the ongoing backdrop of the pandemic. 

We asked customers to respond to the statement that local high streets are an important part of British life, of which 46% strongly agreed, and 37% somewhat agreed. Age did factor into these results, with the over-45s more bullish about high street shopping than respondents between 18 and 34.  

“46% strongly agreed that local high streets are an important part of British life”

With such a large majority valuing high street shopping and its impact on British culture, coupled with a strong desire to shop in-storephysical stores could witness increased sales this Christmas. Still, although consumers may hold high street shopping close to their hearts, the convenience of online shopping will always be a massive deciding factor, especially while the pandemic continues. In response, retailers would do well to enhance their offline, in-store experiences and integrate them into online customer journeys this year.  


Vanessa Flather, Managing Director, Retail, Travel & E-commerce at Webhelp, had this to say of the results: 

“The pandemic had a massive impact on the high street, and we expect to see that market trend continue across the Christmas period and into 2022. With this comes an increase in competition between brands online, and a customer base that is increasingly coming to expect high levels of service and convenience. 

Innovative retailers will refuse to rely on loyalty alone to drive online sales, and instead focus on creating exceptional customer journeys. Personalisation should be a huge part of this focus – we’re increasingly seeing that customers expect at least some degree of personalisation when they shop, and retailers keen to place themselves ahead of the crowd will look to seize this opportunity.” 


At Webhelp, we have a number of solutions to support retailers across the busy festive period and beyond, whether it be personalisation, peak demand management, customer journey optimisation, or analyticsdriven customer insights.

If it sounds like we could provide a solution for you, don’t hesitate to get in touch.

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Four Awards for Webhelp at the ECCCSAs

Webhelp Scored Top Prizes at the European Contact Centre & Customer Service Awards, Including Gold for Best Large Outsourcing Partnership

Leading global customer experience and business solutions provider, Webhelp, scored four awards at this year’s European Contact Centre & Customer Service Awards (ECCCSA), including Gold for Best Large Outsourcing Partnership for its long-standing partnership with a major global client. The business was also awarded Silver for Best Customer Support Team, recognizing the exceptional customer experience managed across the organization’s operational teams.

The awards, presented live on November 23rd in London, saw the Webhelp team succeed in the following categories:

  • Gold for Best Large Outsourcing Partnership
  • Silver for Best Customer Support Team
  • Bronze for Most Effective Learning and Development Initiative
  • Bronze for Best Innovation in Customer Service

Building on a series of award wins in recent years, the team’s gold recognized the business’ commitment to putting clients at the heart to create game-changing customer journeys.

Jean-Baptiste Decaix, Webhelp’s Group Chief Client Officer, commented:

“It’s our priority to work with clients with shared values, culture and passion because we believe in building long-standing relationships and partnerships. We are proud and incredibly excited to receive this recognition together with our global partner from one of the leading industry awards programs.”

The Bronze award for Best Innovation in Customer Service was won for Webhelp’s collaboration with, using the company’s proprietary technology, HELP-ER, to provide support throughout the entire roadside assistance journey.

Olivier Duha, Webhelp CEO and Co-Founder, said:

“I’m thrilled to see the business receive these awards, not only recognizing the hard work and dedication from our passionate game changers but validating our commitment to delivering best-in-class customer journeys. Congratulations go to the teams who worked so hard on achieving this great success.”  

The Most Effective Learning and Development Initiative award validates Webhelp’s continued focus on empowering advisors with the best learning experiences possible. This year, for a gamification-led learning experience, adapted for a virtual world to provide advisors with new, engaging ways of learning whether in the office, at home, or working in a hybrid way, part of Webhelp’s unique Webhelp Anywhere proposition.

The European Contact Centre & Customer Service Awards are recognized as the longest-running and largest awards program in the customer experience industry, which celebrates organizations across Europe that deliver exceptional service to customers.

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