Webhelp appoints Eliana Angelova to lead Hi-Tech and Travel Sector Growth

Webhelp is pleased to announce the appointment of Eliana Angelova as Managing Director within the UK Growth team. 

Eliana will focus her immediate attention on clients within the Hi-Tech / Hi-Growth and Travel sectors, bringing Webhelp’s broad range of CX transformation, technology and delivery capabilities to these strategic growth markets for the business. 

Eliana brings over 15 years of professional experience, gained in both large corporate and start-up organisations, having previously held senior leadership roles with Capita Software, IAG Loyalty and the Acuris Group.  Her sector expertise spans travel, BPO, software, fintech and investment banking, where she led global teams across sales, marketing, customer success and account management. Eliana holds an MBA from the Rotterdam School of Management, Erasmus University, and an executive diploma from Harvard Business School. 

Commenting on her new role, Eliana Angelova said: 

 “I am delighted to have joined Webhelp at such an exciting time  for  the company’s growth journey. Together with the rest of the senior leadership team, I look forward to identifying new opportunities through the design of innovative CX and BPO solutions, which can engage and support our clients in an ever-changing global business environment.” 

 Jonathan Shawcross, Chief Growth Officer at Webhelp, added: 

“Eliana is a fantastic addition to our business and my senior leadership team.  She brings a wealth of knowledge and expertise from across both the travel  and high-tech sectors, so it’s with great pleasure that we welcome Eliana to our team.”


Webhelp Launches New Solutions for the Automotive Sector

Paris, France – 21, February 2022 – Webhelp, a leading global provider of customer experience and business solutions, has launched three automotive-specific services to support the industry’s innovation and growth.

The roll-out builds upon Webhelp’s 20+ years of global experience providing customer experience and sales-oriented services to 1,300 customers, including key players in the automotive and mobility sector.

New products include:

  • Automotive contact centers – Multilingual teams of specialist automotive experts deliver ‘next-generation’ customer service for omnichannel customers, combining industry-leading product knowledge with advanced technologies, operating practices and data analysis tailored to meet automotive companies’ specific needs.
  • Digital dealerships – Specially-trained automotive experts operate online sales channels on behalf of automotive brands, combining expert product knowledge with the highest level of customer service. It’s the industry’s way of nurturing direct relationships with customers, many of whom expect to buy online.
  • Offline experiences and deliveries – Dedicated teams organize the offline experiences and car deliveries which remain critical for the delivery of a complete omnichannel experience.

Carole Rousseau, Business Unit Director for Automotive & Mobility at Webhelp France, and responsible for key clients such as Stellantis and VW, said:

“This is a pivotal time for the automotive industry as brands manage unprecedented change across consumer behavior, legislation, standards, and operations; all while trying to safeguard squeezed margins and profits.

“We believe that the ability to provide next-generation customer experiences will soon define ‘winners and losers’ within automotive and have invested heavily in the sector, including the recent recruitment of senior hires.”

To support the launch of the new services, Webhelp has appointed two senior experts, who bring over 40 years’ collective experience helping leading retailers and car manufacturers to drive omnichannel sales, digitize products and services, and maximize eCommerce opportunities, all around the omnichannel needs of modern car buyers.

Tony Patterson, the Group Business Development Director for Automotive & Mobility, added:

“We provide automotive brands with the ability to future proof their businesses; developing the capabilities to support customers adopting new products and services and new ways to consume the products. We see enormous potential for the automotive sector to realize significant value and benefits in terms of agility and flexibility through our “best-shoring” approach, complemented by multilingual hubs to meet the resource centralization needs of clients. We are optimizing customer service today and establishing new sales channels ready for tomorrow, all while balancing operational costs and risks.”

Tomas Honz, the new Group Head of Solutions for Automotive & Mobility, led the development of this new proposition, which comprises bespoke tools and models, designed to help clients respond to the omnichannel needs of customers and build teams of the right people in the right place, supported by the latest technology and use of best practices from retail to leverage data and insights.

With key people, technologies, and infrastructure in place, Webhelp is ready to deliver next-level services for automotive which maximize time, cost savings, and become a partner of choice to support growth at a pivotal time within the industry.

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Webhelp Appoints Helen Murray as Chief Client Officer for UK Region

Webhelp are pleased to announce the appointment of Helen Murray to the new role of Chief Client Officer for the UK Region.

Helen has been with Webhelp since 2012, and brings with her extensive experience from leading in-house and client-side customer service operations from her time as Chief Customer Solutions Officer. Most recently, she led Webhelp’s business development function and the delivery of client differentiation through enhanced customer experience.

David Turner, Chief Executive Officer, comments:

“I am delighted that Helen Murray has been appointed to the role of Chief Client Officer and in doing so, joins the UK Regional Board.  Helen has played a significant part over the last 10 years in the growth of our business as Chief Client Solutions Officer and is ideally placed to further develop client partnerships that add real value to our clients and their customers.”

Before joining Webhelp 10 years ago, Helen was Director of Consulting at Verint Systems for five years, and prior to that was Director of Customer Service and Director of Outsourced Contact Centres for BT Global Services.

Helen is passionate about ensuring Webhelp supports clients in doing everything possible to intelligently listen to customers, and delivering solutions they need first time. As Chief Client Officer, Helen will be responsible for further strengthening client relationships, ensuring Webhelp continues to live up to their award winning reputation for putting the client at the heart of their business.

Sharing her thoughts on her new role, Helen said:

 “I’m thrilled to take on the position of Chief Client Officer. My 10-year relationship with Webhelp and extensive experience in Client Solutions will be beneficial to further developing existing client partnerships and creating new ones, whilst delivering outstanding experiences for their customers through new thinking and solutions.”


Webhelp Partner at CCA Leaders' Summit

We are delighted to announce our involvement as a partner in the 2021 Customer Contact Association (CCA) Leaders’ Summit, taking place in Glasgow on 1st December.

The event will welcome over 200 senior customer service and experience executives from some of the leading brands in the UK & Ireland, providing a platform to collaborate and connect with business leaders and discuss the latest customer experience innovations shaping the customer contact industry.

Webhelp will be represented by Mark Guest, Managing Director, Customer Solutions and Dave Pattman, Managing Director, Customer Experience, with both looking forward to sharing their knowledge in the customer experience space; including the re-imagining of the customer service model, the balance of technology and human support within customer experience design, and much more.

Commenting on the event Mark said:

“I’m looking forward to attending the CCA Leaders’ Summit to engage and network with like-minded businesses, particularly on the challenges and opportunities they face in their industry, and how this will shape their customer experience strategy for 2022.”

Dave continues:  

“The summit promises to be a thought-provoking discussion on the future of CX. It will be great to hear first-hand how leaders in their respective fields are exploring the current state of service delivery and customer experience and to lend our expertise to the debate.”

 

As we countdown the final weeks of 2021, the CCA Leaders’ Summit should prove to be a timely opportunity to discuss and debate the trends and behaviours that will shape the next year ahead in CX – and to celebrate those organisations who are already delivering customer service excellence.


Webhelp appoints Emma Bouché to lead Healthcare expansion in the UK

We’re pleased to announce the appointment of Emma Bouché as Head of Healthcare for Webhelp in the UK.

Emma joins the business with extensive international experience in creating and scaling business segments for a large corporate and private equity-backed start-up. She has spent 15 years with General Electric (GE) where she had several leadership roles focused on Healthcare across marketing, finance and commercial. Most recently she led GE’s current business transformation, from selling products to value based integrated solutions.

“I’m incredibly excited to combine my experience scaling value-based solutions and my passion about healthcare with Webhelp’s expertise to expand its presence in Healthcare to the UK” said Emma. “I look forward to working with the team to help design and deliver journeys to shape patient-centered experiences. I’ve been so impressed by the unique entrepreneurial spirit and culture that I see across all areas of the business which I’m delighted to now be a part of.”

A commercially astute leader with extensive international experience in creating and growing business segments, Emma has worked in Europe and the United States of America, honing her industry expertise in Healthcare, Energy and more recently in Vertical Farming.

Commenting on the appointment, Webhelp’s Chief Customer Solutions Officer Helen Murray said:

Emma is a fantastic addition to our business and senior leadership team, bringing a growth mind-set along with her exceptional knowledge and expertise in the Healthcare sector. I think I speak on behalf of everyone when I say we’re thrilled to welcome Emma to our team as she develops our strategy to grow our presence in the sector in the UK.”

Emma will extend the reach of Webhelp to the healthcare sector in the UK by developing partnerships with Pharmaceutical and Med-Tech companies as well as Start-up and Public Health Agencies to develop Go-To Market solutions, and Patient support programs.

As a key strategic market for the business, we’re able to combine our outstanding Customer Experience track record with Healthcare Expertise, to offer the industry innovative solutions to promote products, demonstrate outcomes and create better patient and Healthcare provider user experiences.


Final Farewell to the Bears of Sheffield

In support of The Children’s Hospital Charity, Webhelp sponsored our very own bear in the Bears of Sheffield sculpture trail.

From 12th July – 29th September, 60 big bear sculptures designed by artists and 100 little bears decorated by local schools hit the streets of Sheffield for this summer’s biggest bear hunt. Our very own Pastel Patchwork Pattern Bear was brought to life by Fun Makes Good, a Scottish design studio founded by textile designer Eleanor Young.

Despite restrictions, our colleagues organised initiatives as best they could to raise funds for the charity. It’s amazing to see their hard work pay off with a rewarding total of £3000 raised. This is set to increase, as colleagues are aiming to raise even more. With donations going towards the transformation of the Cancer and Leukaemia ward at Sheffield Children’s Hospital, we are determined to raise as much as we can.

 

All too soon, the trail ended last month. Our colleague Cherelle Atkin, Operations Manager, attended the Farewell event and had a great time meeting all the Bears before they were auctioned off.

At the auction, we were determined not to part with our bear. As a result, we successfully out-bid others to win Pastel Patchwork Pattern Bear, bringing our total fundraising donation to £6500. It’s fantastic to learn that overall £525k was raised from the sculpture auction, which surpassed the Heard of Sheffield (elephant trail) in 2016.

 

After so much time apart during lockdown, this art exhibition has brought the Sheffield community together. We are proud to have been part of this initiative, and look forward to seeing the outcome of all sponsors donations.

Keep an eye out for our #PatchworkBear, which will set up home at our newly refurbished Nunnery Square site alongside our elephant statue from the 2016 trail.

 

To find out more about our sculpture and the creative process behind the design, read our interview with artists Eleanor Young here.


Webhelp installs community defibrillator in Dunoon

Webhelp has installed a community defibrillator in Dunoon as part of an initiative to install Automatic External Defibrillators (AED) on all of its UK sites.

 

The crucial piece of life-saving equipment has been made available in the event of an emergency outside Webhelp’s Caledonia House office which is next to Sandbank Primary School. Anthony Sinclair, Director of Resilience and Property, explains:

 

“As a business focused on putting our people first, our health and safety strategy isn’t just about protecting our colleagues, but the communities we’re part of as well. To help safeguard our colleagues and indeed the communities where we work, Webhelp is installing AEDs at a number of our UK sites, including one in Dunoon which comes with paediatric pads. All of the sites were chosen where there are currently no AEDs registered on the national circuit near these locations, so by installing publically accessible AEDs on the exterior of our buildings, we feel we can help make a difference the wider community.”

 

 

Installation of the Dunoon defibrillator was complete on 31st of August 2021 and joining the free training on the day, delivered by Webhelp’s Health and Safety Manager, Craig Rooney, were first aiders from Sandbank Primary School. Head Teacher, Jamie Houston commented:

 

“When we were contacted by Craig, we didn’t hesitate to get involved. We are delighted that this life-saving equipment has been made available to us. We can’t thank Craig and the Webhelp team enough for the training provided.”

 

The Caledonia House defibrillator comes with an additional set of Paediatric Pads designed for use on children between one and eight years old, or under 25kg/55lbs in weight is registered with the Scottish Ambulance Service and will be available 24/7 meaning even when the Webhelp building is closed, it will be accessible.

 

According to the British Heart Foundation, around 30,000 people in Britain every year suffer from sudden cardiac arrest in the community, and when an AED is used within 3-5 minutes of a cardiac arrest, the survival rate increases significantly from 7% to 64%.

 

As part of Webhelp’s Health and Safety strategy, refresher defibrillator training is underway with trained first aiders across their UK sites.


Webhelp to host talk at Retail Week’s Consumer Week 2022

We are delighted to confirm we are taking part in a fireside chat for Retail Week’s Consumer Week 2022.

 

Running from September 13 to 17, Consumer Week 2022 will allow retailers and brands to access exclusive strategic insights across free virtual masterclasses, exclusive consumer research and free online content to identify and influence tomorrow’s shopper.

Webhelp UK’s Chief Customer Solutions Officer, Helen Murray, will host a discussion with Bloom & Wild CEO, Aron Gelbard, to discuss direct-to-consumer (DTC) sales and how retailers can make their offerings stand out to shoppers in a crowded market.

In the chat, Helen – who is responsible for leading Webhelp UK’s business development function and the delivery of client differentiation through enhanced customer experience – will share insight on listening to customers and how maintaining a focus on customer experience is key to delivering sustainable growth.

Helen will also explore how partnerships can support brands to deliver brilliant customer experiences, exceptional brand advocacy and loyalty, all at scale.

Aron will share Bloom & Wild’s customer centric strategy for consistent growth, the changing DTC market and what to expect in the future as well as key learnings retailers can take from their journey.

Helen said: “I’m delighted to be taking part in Retail Week’s Consumer Week 2022 and to have the chance to hear first-hand from retailers about the challenges and opportunities they face in their interactions with shoppers as the sector continues to evolve.

“I’m particularly excited to host Bloom & Wild’s CEO for a fireside chat.  We’ll discuss the importance of listening to the customer and the positive impact this can have on customer experience, alongside understanding more about Bloom & Wild’s customer-focused approach to achieving consistent growth.”

The fireside chat, ‘Tapping into the DTC opportunity: Learning from a retail disruptor’, will be available to view from September 16 and will include questions from registrants throughout.

 

To register your place, visit retail-week.com/consumer-week.


Lighting our way to “Our greener future”

As part of our on-going aim to reduce energy consumption and in line with our Greenhelp targets, we are thrilled to see our Derby site switching to 100% LED lighting. The project will see the site using 100% energy efficient lights, which will considerably reduce consumption and continuously improve energy management across our estate.

Advantages of LED Lights:

  • 25% – 80% less energy consumption
  • 3 – 5 times longer lifespan
  • Negligible heat emissions

It’s amazing to learn how much we are cutting down on our carbon footprint as an organisation by just replacing the lights at Derby and we can continue to further reduce this with your support. If a light is turned on and no one is there – you could turn it off and make a great impact to our carbon footprint.

 

Installation of the LED lights began on Monday 2nd of August. While the project was greenlit way back at the beginning of 2020, the onset of Covid-19 delayed plans so it’s fantastic to see a return to action on our green initiatives.

With our Falkirk and Glasgow Hope Street sites almost at 100% LED lighting, we will be looking to upgrade more sites around the region to this more efficient and environmentally friendly option.​

 

Webhelp UK is progressing on our journey to improve our environmental performance. We are truly committed to “Our Greener Future” and this initiative is a positive step towards enhancing our environment.


Webhelp’s internal trainer development program validated by City & Guilds

Our Operational Learning & Development team always aim to deliver the highest level of service for our colleagues across the region, so that means making sure our trainers are supported to be the best they can be.

Based on feedback from our annual survey Your Call, the L&D team were inspired to develop an internal trainer development program that offers a 9 to 12 month evidence led, blended-learning model to enable our trainers to become learning professionals, honing their skills and delivery. Now after collaborating with the City & Guilds Group, a global leader in skills development, the program has been validated. This now means that our colleagues who train others as part of their role, can work towards a professional qualification accredited by the City & Guilds.

Declan Hogan, Director of Learning & Development, commented:

“Our front-line facilitators are central to our operational learning strategy on our journey to 2024. This program challenges our people to enhance the way they look at designing and creating learning content, expand their skills into facilitation/coaching skills and embedding practices. Learning stakeholder management skills to partner the Operations to deliver key objectives is also a key part of their learning journey. I am excited and proud of the gifted Operational L&D team that scoped this program and look forward to seeing the success over the next 18-24 months”

Our first cohort of pioneers have already started their journey and we will keep you updated on their progress.

Sam Egerton UK Sales manager, City and Guilds:

“City & Guilds has been at the forefront of skills development for over 140 years, and we are proud to provide assurance to Webhelp’s Trainer Development programme. To gain City & Guilds assurance is an extremely rigorous process and Webhelp operational Learning did so really quickly and seamlessly, this demonstrates the quality of the programme the front-line facilitators will be working towards. We look forward to seeing all the learners progressing and proudly sharing their Digital Credentials once they have completed their programmes of learning”