How Webhelp is working for a greener future on World Earth Day

World Earth Day, now in its 50th year, was established to increase environmental awareness and accountability and to call for bold, creative and innovative solutions.

As a people (and therefore planet!) first organisation Webhelp has established a strong “Webhelp 2020 Our Greener Future” initiative to inform our organisational direction and encourage all our people to consider the environment. We thought today would be the perfect time to share some more of our positive news on how we are addressing climate change, extinction prevention, sustainability, community action and education.

Lowering energy consumption to prevent climate change

Reducing electricity consumption is the single most impactful way that businesses can help lower carbon generation and reduce climate change, and we have invested over £500k on energy management projects since 2010.

By educating our people on energy use and implementing actions like efficiency upgrades, consumption management systems, led lighting and automatic sensors we have now have saved over 13 million kilowatt hours (kWh) of energy across our UK sites. Incredibly, the carbon saved is the equivalent to running 1,556 homes for a full year.

Extinction prevention – supporting our local bee populations

The bee is officially on the verge of extinction, with all 20,000 species now on the endangered list. The humble bee is critical to our planet’s ecosystem, as without them many plants could not reproduce. They pollinate most of the fruit, vegetables and nuts we eat and it’s estimated that one in three mouthfuls of the food we eat depends on honey bees for production!

To help combat this decline, Webhelp have adopted over 240,000 honey bees to support hive colonisation for the benefit of our planet and ourselves. Educational engagement sessions are run throughout the year with a special Meet the Bees initiative and there is also a sweet tasting side benefit, as our busy tenants pay their rent in delicious honey.

Supporting clean travel options

We know that electric cars are better for the environment, they produce less greenhouse gases and pollutants, improve local air quality and are cheaper to run and maintain than their petrol and diesel counterparts. At Webhelp, we want to support the use of electric cars at our premises, and have installed Electric Vehicle Charging points at our sites in Dunoon & Rothesay. They are freely available to our people and everyone in the local community.

We are also offering free Fuel Efficient driving courses to our people who drive traditional cars, to help them do their part too. Cleaner travel (and healthy exercise) is also being supported by our webBike pool scheme, which is free for all our employees in Falkirk & Rothesay, with expansion plans already in place for other sites. And finally, our First Bus Commuter Club offers discounted bus travel to employees in Scotland, helping lower their costs and promoting sustainable transport.

Community engagement

Before the lockdown, our dedicated environmental team were active in engaging with local primary schools, educating new generations on the importance of supporting a greener future and sharing important messages on climate change prevention and why looking after our planet should be a priority for everyone. Putting our words into action, Webhelp volunteers were also out in the community at Spring Clean Up events, clearing debris and rubbish from our local parks.

Better Waste Management

Together we are tackling landfill waste by removing plastic cups from all our UK sites (reducing waste by 240,000 cups per year!) and offering small appliance recycling. In 2019 we took the step of switching to 100% recycled paper across all our sites across the United Kingdom. We have adopted a first to last principle of waste management on site, following a reduce, reuse, repair, recycle, recover and finally dispose scale, which is illustrated below.

We believe that by working together with our people, schools and local communities we can make a better future for us all, and are looking forward to introducing new and innovative environmental initiatives in 2020 and beyond.

 

 

 


Webhelp response to the Covid-19 Coronavirus

Webhelp Business Continuity in a responsible manner

Our response to the Covid-19 crisis ensures the continuity of our business for our people, our clients and their customers.

We face an unprecedented time of disruption and uncertainty. From individuals, to families, to companies, we have all been impacted by the effects of the virus. We recognize that the global landscape faced by all businesses has changed due to the current crisis caused by the Coronavirus (COVID-19).

That is why it is of utmost importance to us at Webhelp to ensure that we responded quickly, appropriately and in an agile way to the changing environment in which we operate as one of the leading Business Process Outsourcing (BPO) companies in the world.

With over 55 000 people  operating in  35 countries, we shoulder a huge responsibility in ensuring business continuity while at the same time prioritizing the health and safety of our people. Mitigating the risks to our people and company is a top priority and we have moved quickly to adapt the way we work and operate to make our company stronger for the future.

All of these mitigating initiatives have been implemented in complete alignment with our company’s mission, vision and cultural pillars.

Focusing on the safety of our people.

At Webhelp, we know that beyond anything, it is our people who make us who we are and allow us to offer our clients and their customers great service. Today, more than 38 000 Webhelpers are working from home – that's more than two thirds of our workforce.

“We are facing an unprecedented situation today, which requires that we take an exemplary citizen’s approach to protect the most vulnerable people and to do everything we can to limit the spread of this pandemia.”

We are responsible for over 55 000 people within our organization and so many more within the communities where we operate. Therefore, our first priority is to protect the safety of our people by leveraging all the options available to us, while also strictly adhering to the guidelines set out by the World Health Organization and the applicable local Governments regulations.

Strict protocols are in place providing important guidance to our people, our management and our clients across our regions, whether our teams are in a work-from-home set up or on site. This is updated as and when the situation changes with a huge focus on communications, using every channel available to us to engage with our people and our clients.

Partnering with our clients.

We put our clients at the heart and this means working in partnership with them to ensure that we create and quickly implement solutions that fit each client in addressing the specific challenges they face – disruption, channel shifts, increased demand – but also remain compliant with all regulatory and data privacy requirements. Building trust and maintaining that trust with our clients is paramount in the resilience of our business.

We keep in constant contact with our clients to anticipate their needs and address their challenges whether that be work-from-home or on-site while complying with all safe health and safety requirements.

Together, we have created solutions through a partnership approach that consistently brings a game-changing way of working while mobilizing the strength of all our people.

As governments are now setting out guidelines for the next phase, we need to plan and be ready to deploy, keeping the protection of our people as our priority. All Account & Operations Teams are working to ensure our clients’ campaigns transition to a “new normal”, minimizing risks and maximizing future operational resilience.

Changing our game. 

Times of crisis require swift decisions and action. That’s exactly what we did, we take bold moves to make things happen and happen fast. We have been primarily focused on managing the disruption through an established Command Team who has the mandate to coordinate all actions and decisions in the Group.

Through our agile teams, we have been responsive in mobilizing all options available to us by adopting a global unified approach to the challenges we face, while leveraging our global experience.

“We should remain attentive, creative, opportunistic and game-changing in all circumstances.” 

Our ability to identify, solve and view challenges as opportunities has reformed our way of working. The quick response of all our teams, including IT and Facility Management, enable us to continue to deliver our services in a safe environment for our employees. This means implementing increased hygiene protocols, work-from-home or working remotely at scale in all our geographies where applicable or practicing the social and spatial distance guidelines to safeguard our essential workers for the activities of our clients that are deemed as essential locally on some of our sites.

We have developed specific training on work-from-home / remote working operations and have trained our managers to ensure they adapt to the new way of working while delivering our WOW Operating Model smoothly. We have also reviewed our security and data privacy practices to adjust to the new working environment and offer the best protection for our clients and their customers.

40 000 of our people agreed to move, often within a few hours, to a work-from-home or remote working situation with our IT team providing tools and support to make this function swiftly.

Engaging with our people every day.

It is a very challenging situation that we find ourselves in but through this process of business continuity, we remain united as one Webhelp globally who Thinks Human. The connection and engagement of our people is reinforced regularly through strong-targeted communication, uniting teams and underlining our values. #WeAreWebhelp #StrongerTogether

Under the internal employee wellness program – WebHEALTH, we offer support to our people through tips and guidance on best practices in challenging situations while leveraging on our employee assistance programs to support the wellbeing of our people.

We have ensured the continuity of our business and created opportunities that will change our operating model while our people continue their Webhelp journey.

We are proud of our people’s proactive response and ability to show commitment and unity through mobilizing with great agility within an uncertain time.

We believe in two fundamental principles essential to any crisis resolution: ACTION and COLLECTIVE INTELLIGENCE.

Now more than ever, we must remain on the move.

Now more than ever, we must rely on our human capital and Think Human.

Now more than ever, we must live by our values and our culture.

 


Webhelp partners with Operation Hunger to fight against malnutrition

Webhelp is delighted to announce Operation Hunger as their new charity partner in South Africa for 2020. Operation Hunger has a 40 year history of taking positive action to fight against malnutrition in South African homes, schools and communities by using sustainable and proven methods that empower people to tackle this vital issue.

The organisation aims to improve levels of nutrition in impoverished communities through sustainable integrated income generating food security schemes such as soup kitchens, small scale subsistence and commercial farming and various small enterprise community development projects.

They help to deliver programmes to provide clean and accessible water to households where water is not readily available so that individuals and communities can develop gardens, support livestock and be protected against water borne diseases.

The charity was chosen from a diverse group of causes, nominated and voted on by Webhelp employees in South Africa, who are keen to support the great work the charity does with donations received from a range of fundraising activities.

Webhelp Director of People South Africa, Cathy Kalamaras, shares this enthusiasm saying:

“Operation Hunger not only provides food, it works with people to create sustainable food sources through education and practical assistance. It’s a privilege to support the life changing work the organisation does.”

Sandy Bukula, Acting CEO & Business Development Director at Operation Hunger commented on the partnership:

“On behalf of Operation Hunger and the communities we serve, we wish to express our sincere appreciation to Webhelp for selecting our organization to partner during 2020. Voluntary multi-stakeholder partnerships are central to Operation Hunger achieving its goal of food security and sustainable strategies to benefit vulnerable members of our communities. We are so excited to welcome Webhelp in joining us  on  our journey.”

 To find out more about the incredible work the charity does to tackle malnutrition and poverty in South Africa visit www.operationhunger.org

 


Webhelp and Right Management Release Informative ‘Creating A Leadership Framework’ Webinar for 2020

Organisations across the UK understand the value great leadership brings to achieving success. But defining what this looks like in your particular organization, getting under the skin of what makes you unique and then bringing this to life so that its felt throughout the business is easier than it sounds.

With this in mind, Wehelp and Right Management have released a free webinar on ‘Creating a Leadership Framework’ – showcasing the difference the innovative implementation of a leadership framework can make in international and forward thinking companies. Click here to view the webinar.

Webhelp’s Julie Mackenzie, Talent Development Manager, and Judith Ferguson, Director,  People Business Partnering and Organisation Development, discussed with Bernadette Hampton, Right Management’s Principal Consultant,  the importance of creating a framework that focuses on putting people first in order to create high performing teams

The framework they suggest creates consistency across teams, not only recognising the steps that need to be taken, but also proven guidance on how best to embed it into company culture. The webinar also features insights on why high performing organisations rely on a leadership framework, and what your organisation should be considering to ensure you have the right talent in place for future success.

This webinar is free and includes resources such as:

  • Leadership Assessment Solutions Brief
  • Leadership Development Solutions Brief
  • White Paper: Most Likely to Lead – Predicting, Developing & Measuring Leadership
  • Effective Team Solutions Brief
  • Why Traditional Leadership Models Fail Infographic

To view the webinar visit: https://webinars.on24.com/right_management/webhelp

 


Why understanding emotion can be key to customer service!

Webhelp has launched a new whitepaper looking at the impact of emotional connection in CX.

The paper reveals the importance of establishing emotional connections with customers, and how brands can pin-point, monetise and measure those connections to drive value to their business.

We know that emotion is a huge part of the human experience. During the 1970s, psychologist Paul Eckman identified six basic emotions that he suggested were universally experienced in all human cultures. The emotions he identified were happiness, sadness, disgust, fear, surprise, and anger. However, new research indicates that our spread of emotion could be much more complicated, which may have significant implications for how customer service is delivered.

Take a look at the infographic below for an overview of the new research and why harnessing emotion is so important in creating good CX.

Plus, Webhelp’s Disruptor Series takes a deeper dive into the issues facing the CX industry, including the impact of emotional connection by sector.

CLICK ON IMAGE TO ENLARGE


Webhelp hosts industry discussion on why emotion is key to the future of customer experience

Webhelp hosted the highly anticipated third instalment of their Disruptor Dinner events at the Shangri-la at the Shard in London yesterday. The evening formed part of the ground-breaking series, established in early 2019, which has been challenging perceptions around significant disruptors of Customer Experience (CX). This session went into depth on emotion in the customer journey, and how this affects consumer behaviour.

The event was attended by many industry peers, including Scott Logie, Customer Engagement Director at the REaD Group and Chair of the DMA Customer Engagement Committee. Mark Palmer, CEO of Gobeyond Partners - part of the Webhelp Group, also attended and was delighted to share with guests the latest developments in HX (Human Experience).

As many brands undergo digital transformation, the discussion revealed that emotional connection – as well as ‘human’ brand attributes - must not be over-looked. Often, given the number of channels that can be used to communicate with customers, brands can become dislocated from creating ‘human feeling’ during customer journeys.

Brands that cannot tackle this disruptor face falling behind as technology and insight develop in this field, which is growing rapidly, giving those in the ‘emotions’ game a tactical advantage.

Craig Gibson, Webhelp Chief Commercial Officer, was passionate about the value of this series, and the forum it provides for the sector saying:

“I was delighted to join the discussion at the latest Disruptor Dinner in London. There were some great insights and conclusions made by a mix of current Webhelp clients, prospective clients, independent guests and industry experts. We were delighted to welcome both new and returning faces, and look forward to hosting further events in which we will to continue to promote innovation, share game-changing ideas and inspire collaboration.”

To stay on the cutting edge of public opinion, read our new Emotion Whitepaper, and watch this space for more details, as we prepare to launch the fourth chapter in our Disrupter series, looking at the human face of risk and the impact of cyber security on CX.

For more insight into this fast-developing topic, sign up to receive fresh insights and invitations to executive events with our Webhelp Disruptor Series campaign: https://www.go.webhelp.com/disruptorseries

 


Using emotion to connect in online retail

Webhelp’s latest Disruptor Series Whitepaper, highlights why, in 2020, it will be absolutely crucial that brands create deep and lasting emotional connections with customers. For the launch of our latest Whitepaper, ‘Emotion’, Kellyann McCafferty, Webhelp Account Director, looks at how emotion can strongly influence customers’ ability to bond with brands, especially in the retail and ecommerce sectors.

Preface: 27/04/20

Since publishing this blog, the world has changed dramatically, with entire countries entering strict lockdown periods and many regions operating under shelter in place instructions. The coronavirus (COVID-19) continues to have an unprecedented impact on business and society across the globe and as a result the emotional component of CX is more vital now than ever before. Click here to find out more on our people first response to this crisis. 

So, how do you succeed in online retail?

The focus of a successful sales strategy, for many companies, will be firmly on brand reputation and visibility, price comparison, search engine optimization and streamlining the customer journey. With the overriding goal of getting the customer to the ecommerce purchase point.

It’s hard to deny that these are all fundamental steps, which we do very well at Webhelp. However, our experience tells us that, often brands do not concentrate enough on how their customers feel, through-out the whole cycle, and especially at the end of the journey.

This failure is the online equivalent of chauffeuring your customer to a grand restaurant, with a stunning red carpet entrance but ignoring their needs and giving sloppy service, once you’ve got them inside!

Marketing author Lindsay Kwan hits the nail right on the head, for industry blog platform Widerfunnel, saying:

“An emotionally resonant customer experience involves more than an e-commerce strategy that solves a problem or incorporates a marketing funnel that is easy to navigate… …are your customers landing on your e-commerce site and thinking this brand really gets me?”

I would agree that this is a huge (but avoidable!) pitfall for brands, especially those who rely on one time metrics like conversion rates and click through numbers, and then find their customers leaving hastily through the virtual back door!

Instead, we help our clients to use their data and insight to create predictive models, establishing the right touch-points for emotionally enriched customer relationships.

To stay with the restaurant analogy, we look after their customers from start to finish, we remember their birthdays (with a discount voucher), we take their coats, hand them that complementary glass of prosecco and ask if they’d like their favorite dish or to look at the new menu… and wave them off at the door, with the incentive to come back for a free dessert next time!

Good service at all levels is everything – and forms the emotional connection that can make the difference in your customer experience.

As Webhelp’s YouGov backed research from our new Whitepaper shows - when taken overall, customer experience was the top source of emotional connection with brands.

HBR.org

The paper shares expert industry insight on how emotion can have a huge impact on customer loyalty, share of wallet and recommendations, which is so important for retail - as David Turner, CEO, Webhelp UK India & South Africa explains:

“If we look specifically at research from the retail sector, it has been shown that customers who feel an emotional connection to a brand are far more valuable. To thrive in today’s competitive landscape, it is obvious that brands must cultivate an emotional connection with their customers.”

Emotion has the possibility to dramatically increase a customer’s lifetime value, as connected customers are more loyal, satisfied, and ready to buy more!

The Harvard Business Review states that emotionally engaged customers are at least three times more likely to recommend your product or service. They are three times more likely to re-purchase, and that (as their diagram shows) fully connected customers are up to 52% more valuable!

And, when we look closely at the market sectors that that UK customers are most likely to form emotional connections with, Webhelp data (as illustrated below) shows that ecommerce leads the way, with online sectors like Clothing, Grocery, Technology and Beauty coming out on top.

Ecommerce is booming with a growth forecast of 16% of all global sales in 2020, and brands that don’t strongly connect with consumers in this area, risk being rapidly left behind.

But the good news is, Webhelp has the right people, experience and insight to leverage emotion to create positive behavioural change and human connections with your customers, to insure they stay loyally connected to your brand. Read on to find out more.

In case you haven’t registered yet, sign up to receive fresh insights and invitations to exec events with our Webhelp Disruptor Series campaign https://www.go.webhelp.com/disruptorseries.


What should brands know about demographics and emotional connection?

For the third chapter of the Webhelp Disruptor Series, Webhelp takes a deep dive into the hot topic of ‘emotional connection’ and explore the following questions:

·        To what extent emotional connections exist between consumers and brands?

·        What forms an emotional connection?

·        How people behave if they are emotionally connected to a brand?

This infographic looks at some of the exclusive YouGov research within the paper, to find out how age, gender and social grade affects emotional connection.

Read our new paper to find out more.

CLICK ON IMAGE TO ENLARGE


New Webhelp commissioned research reveals that customers will pay more, be more loyal and recommend brands they have an Emotional Connection to.

Data shows emotional connection increases consumer action

To thrive in today’s competitive landscape, it is essential that brands cultivate an emotional connection with their customers, according to a new YouGov online survey of 2,013 GB adults.

Commissioned by leading customer experience provider Webhelp, the study looks at what brands need to know about emotional connections with customers. Survey findings plus exclusive content from experts, sector leaders, academics and frontline employees can be found in this whitepaper, part of Webhelp’s Disruptor series tackling customer experience industry challenges.

The survey reveals some startling figures for the impact of emotional connection on customers. In fact, 54% of respondents who recall an emotional connection to one or more brands would pay slightly more for their products/ services, 63% would recommend a brand, and 66% would be more loyal to the brand because of an emotional connection with a brand.

Another standout amongst the findings is the degree to which brands that demonstrate human qualities and satisfy personal motivators appear better positioned to create emotional connections. On the flip side, brand popularity does not seem to have a significant impact on emotional connection, which may serve as a wake-up call to marketers and others who believe popularity is all-important.

In fact, popularity (7%) scored lowest amongst characteristics that consumers say connect them to brands – with more “human” qualities such as being honest and credible (40%) scoring highest. Between the highest and lowest are: understanding/meeting needs and having positive feelings/associations (both 27%), rewarding customer loyalty (25%), responding to individual needs and wants (22%), representation via marketing, communications and values (19%), giving personalised rewards (18%) and makes me feel important (8%).

David Turner, CEO for Webhelp UK, India and South Africa, said:

“These results establish the importance of humanity, responsivity and understanding in consumer/brand relationships. At Webhelp, we design and use technology to augment human performance – to help advisors have great conversations which build true connections. People really do buy more, remain loyal and recommend more if they are emotionally connected to a brand. And we see just how crucial customer experience is to forming these highly profitable emotional connections.”

Helen Murray, Chief Customer Solutions Officer, Webhelp UK, India & South Africa, commented:

“The holy grail for all organisations today – increased spend, loyalty and recommendation – can be achieved when an emotional connection between brands and consumers exists and ‘human’ CX holds the key. If you don’t care deeply about and anticipate your customers’ wants and needs, then you can’t expect them to emotionally connect to your brand and buy and recommend your products and services.”

Top sources of emotional connection, most important human attributes and positive brand experience

Of those who had an emotional connection to a brand, the top five sources of emotional connections with brands are: overall customer experience (53%), easy to deal with (38%), values similar to mine (34%), quality of interactions (26%) and the brand is ‘human’ (22%). A brand being "human” was also considered important by over two thirds (67%) of respondents and a majority also said it increases the likelihood (net more likely) of taking positive actions towards the brand.

The most important human attributes for a brand are: being honest (23%), authentic (15%), friendly (11%) and highly responsive (9%).

Factors that determine positive brand experience are: responsive to me when I need it (36%), send me clear, understandable messages (34%), show they value my time and business (32%), communicate with me using my preferred contact method (32%), speak like a regular person (26%), show empathy (23%) and communicate with me at convenient times (21%).

Emotional connection by sector follows a similar pattern

Honesty and credibility remained the strongest attributes across all sectors with brand popularity still a low scorer – with some variance in “the way the brand represents itself through marketing, communication and values” for insurance, lifestyle and media.

Sectors that scored highly with consumers for emotional connections include grocery/supermarket (45%), clothing (41%), technology (33%) and beauty (26%). Banking (21%) and automotive ( 20%) performed better than travel (16%), lifestyle and telecoms (both 15%) and media (14%) which reported only modest levels of emotional connection. Utilities (9%) and insurance (4%) ranked lowest, perhaps a result of a myriad of price comparison sites and aggregators

Similarities and differences within age groups

Overall, 54% of consumers who feel an emotional connection to a brand would pay more for their products/services, 63% would recommend and 66% would be more loyal as a result of emotional connection.

While brand popularity is not a major factor for any age group when considering if they are emotionally connected to a brand, younger age groups (18-24) are more likely to consider all factors more important than the oldest age bracket (55+). And while all age groups have a similar pattern, including honesty and credibility scoring highest, there is a striking difference between the degree to which certain factors (e.g. “if the brand makes me feel important”, “the way the brand makes me feel” and “the way the brand represents itself through marketing, communication and values”) influence brand connection amongst the younger and older age groups. In each of these instances, the younger group gives these attributes far higher scores.

Additionally, 62% of 25-34 year olds are likely to make additional purchases from a brand if they feel emotionally connected, versus 47% of those 55 and over.

Survey Methodology

This survey has been conducted using an online interview administered to members of the YouGov Plc UK panel of 1 million+ individuals who have agreed to take part in surveys. All figures, unless otherwise stated, are from YouGov Plc. Total sample size was 2,013 GB adults.

Editor’s Notes

All figures, unless otherwise stated, are from YouGov Plc. Total sample size was 2,013 adults. Fieldwork was undertaken between 31st October - 1st November 2019.  The survey was carried out online. The figures have been weighted and are representative of all GB adults (aged 18+).