How our people are key to growth in SA

Author: Brandon Aitken,

Chief Commercial Officer South Africa and India

As we near the end of another year, I have been reflecting on our ambition to grow the Webhelp SA and India business in 2019 and the vital contribution that our people make, from customer advisors to company directors.

On that note, I’m delighted to share that their efforts have been recognised in South Africa this week, at the Cape Town BPO Awards, hosted by BPESA and which identify and reward professionals and organisations for their outstanding achievements in the Global Business Service sector.

Our dedicated teams took home awards in the following two categories, the Top Technical Innovation Award and the coveted Top BPO Operator Award, which were received by 30 Webhelpers turning out to support the event and represent Webhelp. In addition, Denzel Duloo, (Head of Group Central Services, SA Accounts), scooped an individual award for Top Workforce Planning Professional showing the strength of our support teams.

Denzel was delighted to be recognised saying: “Being chosen for this award was a truly humbling experience. I am grateful to the Webhelp leadership and planning delivery teams and their continued support.”

The awards were held in Cape Town, where representatives attended from the brightest and most innovative companies and organisations in the Western Cape and South Africa.

Success at this level reflects how passionate Webhelp is about creating new opportunities for people within our business. We strive to combine global best practice with a uniquely talented and scalable labour pool, backed by local and national government support to attract international outsourcing investment into South Africa as well as develop a sustainable skills base.

Celebrating and sustaining this growth is incredibly important, as South Africa’s BPO sector  grows at an incredible pace, with the country  named the “Global destination of the year” by the Global Sourcing Association in 2018 and we continue to see CAGR above 20% showing the strength of the value proposition our people have proven time and time again.

So the future looks very bright indeed!

With our commitment to growth we now serve, not only a fantastic base of UK and European clients, but also customers in Africa, Australia and North America.

Over the coming few months we will be sharing positive news about the growth of our offshore business and how this success continues to be driven from the ground up!

I firmly believe that deals are not won in the boardroom, they are won by the proven quality of our front-line customer experience. Our people make the difference and I continue to be blown away by their passion, expertise and desire to put the client at the heart of what we do each day.

Webhelp is a team – a large and dedicated one, and one I am immensely proud to be part of.

 


Infographic: Customer views on AI and Automation

With driverless cars, chatbots, smart speakers, drones and data-phishing creating sensational headlines on a daily basis, forward thinking brands should be asking the question; "What does the arrival of Artificial Intelligence and Automation REALLY mean for customer experience?"

There are massive shifts underway in consumer behaviours, habits and attitudes, making it harder to predict the future. Moreover, this new technology isn't slowing down and every year, the evolution of these digital products (and the debate around them) increases.

In our Whitepaper on AI and Automation, we sort the fact from the fiction, with revealing expert opinions and the results of a Webhelp commissioned YouGov study on public attitudes towards this booming technology and most importantly - the impact of machine learning on the CX industry.

It’s clear that young people have become a potent force for change and that age-related preferences could play a more critical role in defining behaviour than financial or situational factors.

The infographic below shares some of the report findings in a bite-size format and our Disruptor Series takes an even deeper dive into the challenges faced by the customer experience industry.

CLICK ON IMAGE TO ENLARGE


Travel Sector Trends for 2019

The media spotlight has been firmly on the travel industry in the past few weeks, with the demise of high street giant Thomas Cook and the surprise store buy out by Hays Travel (saving over 2500 jobs) filling newspaper column inches. In preparation for the IQPC Exchange for Travel and Hospitality, Webhelp Business Development Director, Kellyann McCafferty, looks at 5 significant trends for 2019 and reveals strategies for brands to stay at the top of their customer experience game.

Biometric travel

With the rise of the smartphone and tablet in our homes and pockets, travellers are becoming more familiar with using ‘on the go’ fingerprint and facial recognition software on a daily basis. This technology will soon be seen at all stages of travel, from booking to boarding.

Big players have already been trialling new identity systems, with British Airways introducing biometric gates at Orlando, New York and Miami airports. London Heathrow has invested £50 million in 'the world’s largest deployment of biometrically enabled products' taking passengers from arrival to plane seamlessly, reducing journey time by a third.

We work with some of the top players in online identity; processing millions of IDs per year in regulated sectors. Our services cover the whole KYC (Know-Your-Customer) solutions chain for B2B & B2C, so we are well placed to guide brands into this fast developing arena.

Impulse booking

Last minute bookings are on the rise, with a recent tourism survey showing that 39% of responding businesses regarding this as a common trend, especially when it comes to tours and activities. On average, these bookings are made 13 days in advance, but significantly when booking by mobile, this window narrows to just 5 days.

Research suggests that emotions and feelings play a decisive role in impulse purchasing, which can be triggered by exposure to the right message. The Travel Industry leads the way in adopting digital solutions, however many brands face a challenge in knowing how and when to add a human touch. Our expert teams can create truly emotional connections with customers which can significantly increase spend and loyalty.

The solo traveller

According to polling experts Eurostat, the number of people deciding to tie the knot across Europe has been steadily declining since the 1960s. This, coupled with rising divorce rates, means that many professionals are staying free and single for much longer, and choosing to spend their hard-earned cash on solo adventures.

A world away from the student travels and backpacking culture of previous single travellers, this new trend embraces immersive and authentic boutique group experiences.

Personalisation is key for this demographic, particularly for the younger end of the market. Our recent survey commissioned with YouGov, found that 18-24 year olds prioritise personalisation over availability, when rating customer service.

At Webhelp, we deliver a range of personalised customer journeys, to help firms capture this lucrative audience.

Back to the future – fast!

The good news for many is that after a tumultuous few years on the global stage, favourite destinations like Turkey and Egypt are back on the holiday map. Travel commentator Emma Coulthurst agrees saying:

“Hurghada (Egypt) has seen an 81% increase in interest from Brits in going there in 2018, compared with 2017… …Turkey is also back in the frame, with many families and couples going there in 2018 from the UK.” Source Travel Weekly

But, firms seeking to capitalise on these returning markets should be aware that 2019 holidaymakers may have high benchmarks as consumers – and speed is at the top of everyone’s list, as our recent study shows. We found that the most valued type of customer service is fast issue resolution (39%) followed by a fast response (16%). So, we are committed to decreasing response times for customers while delivering a high quality service for our clients. Making sure that nothing stands in the way of progress.

Emerging destinations

Despite what the media may say, the travel industry is booming and in 2018 global tourism displayed its highest growth since 2010. Moreover, this was largely due to a new player in the sector - Africa.

Surprisingly, Africa’s tourism sector has been steadily growing for years, as the chart below shows.

Source: theatlas.com Data: World Tourism Organization

South Africa has emerged as Africa’s top tourist destination, with SA contributing 1.5 million jobs and R425.8 billion to the economy in 2018, making it the most significant tourism economy in Africa. With a considerable 64% of this generated by leisure visitors alone. Interestingly, Webhelp has collaborated with youth employment organisation Harambee in SA with the aim of driving the economy forward, covered in a previous blog by Webhelp’s Chief Commercial Officer UK, India & South Africa, Craig Gibson.

According to MSN.com other unexpected destinations showing rapid growth last year were Vietnam (19.9%) Uganda (31.9%) Iran (49.95) Ecuador (51%) and Ta-jikistan (reporting an incredible 190% after visa restrictions were lifted!)

This reinforces the importance of a strong global outlook and international resourcing for travel brands.

We take this seriously at Webhelp, operating from 140 plus locations in 36 countries; our people speak more than 40 languages, serving in excess of 500 clients. Across the world, over 50,000 people make up the Webhelp family. We have quality hubs in the UK, India, South Africa, Morocco, Portugal and Lisbon to name a few.

Why not join the team at the IQPC Exchange for Travel and Hospitality on the 22nd & 23rd October at the Hurlingham club in London, to find out more about the future of Customer experience and the travel industry.


5 secrets to engage Gen Z as an employee

Gen Z represents an untapped goldmine of talent and innovation, but challengingly, they bring the job market a set of values and desires entirely unlike any previous generation. Here Melanie Buckley, Head of People Corporate Services, Webhelp UK, India and South Africa, looks at the top 5 secrets employers can use to capture and motivate this unique audience.

Preface: 29/04/20

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, we are now living even more of our lives online and as a result engaging Gen Z on this platform has never been more important. Click here to find out more on our people first response to this crisis.

1Take the conversation to them!

However, a generation juggling and combining information from TVs, laptops, desktops, phones and tablets can present a massive communications challenge to firms. Especially those who stick to a single approach for all age-groups. For example, our recent Whitepaper found that the Baby Boomers prefer the phone for customer communication, while Gen Z generally wants to type and often at all hours of the day and night!

A good reach is vital, as is keeping their attention!

At Webhelp, company messages are available on multiple platforms, on-demand – and often with opportunities for engagement – we want our people to share in our story, so we reach out across the channels we know they use.

We have moved from being reliant on our people reading key business messaging in work hours on the company intranet to posting on closed Facebook groups that they can access any time of the day or night from the comfort of their own home and interact with. After all good communication between the company and your people works both ways.

Being highly visible ‘where they live’ online (like social networks) also helps us to bond with Gen Z and our young Millennials as a brand, by sharing their successes and recognising their hard work and allowing them to post about how they have brought the fun to work that day.

2. The virtual office!

Telecommuting is a considerable driver for Gen Z. As avid travellers (especially in India and China) they are often on the move themselves and value time as much as cash!

It should be no surprise that they actively seek flexible and tech-savvy employers for their career opportunities and that all-important work-life balance. In fact, our survey shows this is true of both Gen Z and young Millennials (under 35s) – with 91% of them in support of flexible working and 83% valuing working from home.

Click here to view our infographic on Spotlight on Gen Z behaviour & preferences.

I do much of my best work, free from office distractions, in my comfies and at home and this new wave doesn’t care much for being suited and booted either – with 82% preferring to ditch formal work attire.

We have just refreshed our Personal Appearance Policy to better reflect the desire from our people to blend modern business dress and what we refer to as more relaxed business casual. And how better to launch it than via videos featuring some of our people. Gone are the days when policies were lengthy documents only stored in HR departments.

As a company, we believe that flexible working, done well, can give access to a better pool of talent and create less exclusion in the workforce. As Gillian Campbell, Chief People Officer UK Region & Director Global Engagement, explains:

“Resource planning in the customer experience industry is incredibly complex, but we are firmly committed to introducing strategies and options outside the typical office-based 9-5. Some of the benefits of working with the needs of our people are higher energy levels and staff satisfaction, plus increased access to talent.”

3. Shared Integrity and Values

Interestingly, in our study, Gen Z and the young Millennials (-35s) placed the highest importance (at 62%) on sharing aligned values with a brand as consumers. Something that will likely affect their attitudes toward employers.

We base our employee value proposition on direct feedback from our front-line people and whilst using structured feedback from our annual Your Call survey we also encourage our people to engage with their peer representative groups and via Engagement Ambassadors, Mental Health Ambassadors and WebHEALTH Wellbeing Warriors tell us what is important to focus on. As a result, we have a very clear idea of their values, goals and expectations.

Our aim is for continuous improvement, so we are always looking at new ways we can bring these factors into play to grow the existing employee experience.

We recommend ‘listening at every level’ to our clients, and this is reflected in our own processes when we facilitate Leadership Listening sessions with our front line people across our sites to continually gain valuable insight and feedback.

Likewise, community involvement and awareness rate highly with this group as consumers, something that is very close to our hearts at Webhelp, and again our employees drive this forward. They play a pivotal part in both choosing our annual charity and in fundraising for many other charities across the UK and beyond. One of our most coveted awards in our Annual Star Awards is our Making a Difference award where we recognise a colleague who takes our values externally and makes a difference to a charity or cause close to their heart.

4. Fair pay and good prospects

Gen Z are an ambitious group of go-getters – they have high expectations when it comes to earnings and expect to climb the career ladder quickly, 75% of them think that just a year in a role is time enough to have received their first promotion!

Growing up in a global recession has given them a focus on security and progression, and while they may not respond well to imposing leadership, they place considerable value on managers and employers that will add value to their experience. Interestingly, they are prepared to take a lower salary for emotionally fulfilling or satisfying work; additionally, 67% would accept a lower-paid position at companies with positive online reputations.

This is where initiatives like WebPATHS, our career progression framework really comes to the fore, by providing opportunity for career progression and a transparent and structured pay progression process ensures our people can visualise how they can have a career at Webhelp that meets their development and financial aspirations.

5. Honesty

Born on the superhighway of information, and surrounded by ‘fake news’ and paid-influencers, Gen Z places a high value on sincerity, transparency and honesty – much more so than previous generations.

They are also the wariest; our survey (link) showed they had the highest level of distrust across generations as consumers, with 17% lacking trust in any methods of communication from brands!

Companies should bear this in mind, as, according to Forbes, a whopping 73% of Gen Z employees have left jobs that did not meet their expectations.

Honesty is built into our corporate culture – Integrity is one of our core company values, reinforced by the belief that we should treat others the way we want to be treated. That means leading by example and placing emphasis on honesty, positivity and fair play.

In case you haven’t registered yet, Sign up to receive fresh insights and invitations to exec events with our Webhelp Disruptor Series campaign, and download our latest Whitepaper on ‘Emotion’ hereContact Ewan McKay (ukmarketing@webhelp.com) for more details on our corporate events and check out Webhelp jobs for information on our current opportunities.


5 secrets to engage Gen Z as an employee

Author: Melanie Buckley, HEAD OF PEOPLE CORPORATE SERVICES UK, INDIA & SOUTH AFRICA

Gen Z represents an untapped goldmine of talent and innovation, but challengingly, they bring the job market a set of values and desires entirely unlike any previous generation. Here Melanie Buckley, Head of People Corporate Services, Webhelp UK, India and South Africa, looks at the top 5 secrets employers can use to capture and motivate this unique audience.

Take the conversation to them!

We know that Gen Z embraces innovation, technology and digital development; in fact, they almost all own a smartphone and cite social media as their primary learning platform.

However, a generation juggling and combining information from TVs, laptops, desktops, phones and tablets can present a massive communications challenge to firms. Especially those who stick to a single approach for all age-groups. For example, our recent Whitepaper (Link) found that the Baby Boomers prefer the phone for customer communication, while Gen Z generally wants to type and often at all hours of the day and night!

A good reach is vital, as is keeping their attention!

At Webhelp, company messages are available on multiple platforms, on-demand – and often with opportunities for engagement – we want our people to share in our story, so we reach out across the channels we know they use.

We have moved from being reliant on our people reading key business messaging in work hours on the company intranet to posting on closed Facebook groups that they can access any time of the day or night from the comfort of their own home and interact with. After all good communication between the company and your people works both ways.

Being highly visible ‘where they live’ online (like social networks) also helps us to bond with Gen Z and our young Millennials as a brand, by sharing their successes and recognising their hard work and allowing them to post about how they have brought the fun to work that day.

  1. The virtual office!

Telecommuting is a considerable driver for Gen Z. As avid travellers (especially in India and China) they are often on the move themselves and value time as much as cash!

It should be no surprise that they actively seek flexible and tech-savvy employers for their career opportunities and that all-important work-life balance. In fact, our survey (link) shows this is true of both Gen Z and young Millennials (under 35s) – with 91% of them in support of flexible working and 83% valuing working from home.


Infographic: Spotlight on Gen Z behaviour & preferences

Much has been speculated about Gen Z, the new kids on the generational block. They are loosely categorised as people born between 1995 and 2010 — and are also known as post-millennials or Gen Net… What is true is that they are undoubtedly the first true digital natives. From their earliest experiences, they were exposed to the internet, social networks, mobile devices and wifi speeds far beyond the imagination of the Commodore 64 users of the 80s.

They are a growing and unique customer force, which must be taken seriously – as they will make up 20% of the global workforce by 2020!

In our new Whitepaper on generations, we sort the fact from the fiction, with revealing expert opinions and the results of a Webhelp commissioned YouGov study on the impact of the post Baby Boomer generational shift.

It’s clear that young people have become a potent force for change and that age-related preferences could play a more critical role in defining behaviour than financial or situational factors.

The infographic below shares some of the report findings in bite-size format and our Disruptor Series takes an even deeper dive into the challenges faced by the customer experience industry.

CLICK ON IMAGE TO ENLARGE


The importance of Humanising your brand

Polly Ashdown, Marketing & Communications Director, looks at why behaving in a more human way is a vital part of growing brands and building good customer relationships.

Preface: 20/04/20

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, its never been more important to humanise your brand, as empathy in CX is more vital now than ever before. 

In this Forbes article it is noted that "The quality of customer experience (CX) defines a brand," and by extension, we believe that behind every successful brand there is a valued support team. Our focus is now firmly on protecting our people, which is discussed in depth in one of our latest blogs. In keeping with our people first values, 7,000 of our colleagues have now been moved into home working roles to keep them safe. Through unity, commitment and passion we have achieved amazing goals over the last few weeks, and we will continue to be proactive during these challenging times.

You may have noticed it has been all change at Webhelp recently with the launch of our new brand design and vision for “making business more human” which you can read more about here.

At Webhelp, our long-term culture and business goals are specifically designed to put people first. As a result the new ‘Think Human’ identity is, for us, very much a natural extension of our company ethos. It has literally been an inside out brand transformation, bringing our public face in-line with our employee and client experience.

Check out our People First video

However, this change has prompted me to step back and reflect on the importance of humanising a brand, what the challenges might be for other organisations, for our clients and even when designing services.

And, perhaps more importantly - how customer experience can play a part in changing these perceptions?

Interestingly, as our experience shows, this is often a multi-layered and internal process – as Ant Cox, executive director of Dragon Rouge, hits the nail on the head with his comment below:

“So what does it take to humanise a brand? Given how complex human beings are, it’s not surprising that there isn’t a simple checklist, but we think there are certain principles that in combination can lead to more human brands.” Source TheDrum.Com

A core principle at Webhelp is to start any brand journey by gaining an in-depth understanding of the people being spoken to, in particular their needs, vulnerabilities, demographics and emotions.

Age can play a powerful part in this story too, and you can read about the different behaviours in society in our new Generations whitepaper. Helen Murray, Webhelp’s Chief Customer Solutions Officer, is passionate about using these trends to inform our strategy, saying:

“These results show the importance of age-based preferences and priorities. It is now clear that customer experience WILL decide the emotional connection we have with brands. We must invest in the right channels!”

By evaluating the moods, behaviour and impulses of our client’s customers, we can understand them on a deeper level and target them in the right place, at the right time, with the right message.

But understanding alone is not enough.

Speaking directly to your customer is a key humanising factor so hiring the right people can be critical. Orla Strefford Talent Attraction Manager Webhelp UK, India & South Africa explains:

“Emotions are central to engagement, and this is reflected in our recruitment process. The ideal Webhelper is articulate and passionate, with warmth and emotional intelligence. When you hire the right people, who have natural empathy and that certain ‘spark’ then humanisation is a natural outcome.”

The calibre of the people behind the brand is pivotal. They build strong relationships by creating positive experiences during the customer journey. This creates key emotional triggers to inspire loyalty, satisfaction and belonging in the client customer base.

It is hard to fake good customer experience (and why would you want to!) so to really add a ‘human-face’ to your company; your people are your best asset! Recognise and reward talent, energy and enthusiasm and turn them into believable goodwill ambassadors for your brand.

Look after your people and they will look after you.

At Webhelp we use insight and feedback from real people to build our employer value proposition. Our strategy includes focused group discussions, manager interviews, and simply listening and reacting to advisors on the front line. As Gillian Campbell, Chief People Officer UK Region & Director Global Engagement, explains:

“This endeavour is a cycle of continuous engagement, feedback and improvement, through which we identify areas for growth in the existing employee experience.”

And, as our people grow, so does our company.

We are also expanding our inclusive thinking to our industry as a whole, with our recent series of Disruptor dinners, with the most recent centred on discussion of generational factors. Our CEO for Webhelp UK, India & South Africa David Turner is enthusiastic about this knowledge sharing, saying:

“I am keen to continue the momentum in our next event on Emotional Connections. We will continue to ‘Think Human’ as this growing group of independent guests promote innovation, share fresh ideas and inspire collaboration across the sector.”

However, when seeking to become more ‘human’, many brands face a challenge to integrate their online and offline experiences. Knowing how and when to add a personal touch to create genuine emotional connections with customers can significantly increase spend and loyalty. Our expert teams can guide brands on this journey.

For more information on our Disruptor Series contact Ewan McKay (ukmarketing@webhelp.com) and click here to download our new Emotion Whitepaper


The Game-Changer Mindset

New business ideas that are channeled towards creating innovative products pop up every day, however, very few of them manage to change the status quo in their respective fields. Executing an idea is just as important as the people who drive that change – they are a critical success factor of the project.

“Don’t just play the game - change the game. The goals are to create, improve on, and innovate around best practices in order to find next practices” - Mike Myatt

Game changers are people who cause transformational change in their organizations from the ordinary to exceptional by being;

Relentless

In their pursuit to make a difference, game changers such as Jeff Bezos and Richard Branson recognized for their big ideas stayed relentless and committed.  They work extra hard to turn their dreams into reality. Such successful leaders are committed people who know potential is of little value if it does not materialize at the right time.

Original

Game changers are not copycats! They challenge the status quo by breaking conventions and encouraging diversity of thought. In today’s competitive markets, being unique and different is essential to gaining competitive advantage. Being original in your way of business will help you gain a long-term distinctive edge.

Purposeful

Game changers that are inspired with great leadership are nothing short of aware. They are not only self-aware, they are also aware of the emotions and needs of others. Their character possesses a precise blend of intrinsic curiosity and extrinsic focus. Being in touch with a greater purpose, they understand the value of serving other people beyond themselves. And for you to be a real game changer, your purpose should inspire, serve, help and improve the livelihood of others.

Smart

The world’s greatest problem solvers either had profound expertise or partnered with people who did. Taking Steve Jobs as an example, he had an immense vision about enhancing the user experience of their customers nonetheless, he needed his teammate Steve Wozniak’s engineering skills to turn the idea into reality. True game changers build their ideas swiftly and sustainably. They build upon themselves to catalyze other opportunities in the future.

Daring

Our fast-paced business world causes constant market adjustments, sales fluctuations and tight profit margins. As a result, staying aware of where your service or product life cycle is, allows a business to timely strategize and implement necessary changes in order to ensure ongoing sales and profit.

Furthermore, owing to the market dynamism, a product or service that is relevant today may lose its relevance tomorrow. The market awareness of what’s in and what's out and who the new players are is paramount in ensuring what you offer your clients is relevant and in demand. Facing challenges head-on with commitment and enthusiasm helps organizations to grow and to do better.

Empathetic

Being empathetic in the workplace bears meaningful and concrete returns. It helps to sustain a company for the long term. Empathy enhances the understanding of your customers’ pain points and how you can solve them, as well as making you better at problem-solving and innovation. It’s important for understanding your staff’s development needs as well as motivating your team.

At Webhelp, we’re an intrinsically human company – a community of passionate game-changers who strive to make a difference in the lives of people and businesses. We bring together highly competent and fun-loving people and give them the freedom and tools they need to look after our clients’ customers as if they were their own.

With creativity and innovation as part of our core, we keep our minds open to finding new ways of working that break the codes and help us drive success. As a team we dare test new approaches, and even if we may stumble sometimes, this only means we learn and grow. Being brave enough to innovate helps us change the game.


Clients at the heart – they are kings!

Years of customer research show that if a company delivers a good or a service that is scantly “acceptable “sooner rather than later, a better provider will snatch them from your customer base. It is thus paramount for organizations to understand their clients’ delights, expectations as well as their needs. This can be achieved through splitting the product and services in three categories namely:

Must haves – this category includes elements that clients expect to receive. And an increase of customer satisfaction is directly attached to it. This means any omission of the must haves that were agreed upon may lead to a blatant CSAT decrease if these issues are not acted upon.

Nice to haves – these are elements of products or services that aren’t necessarily expected nonetheless, they enhance a client’s life and consequently drive satisfaction higher when effectively delivered.

Differentiators – this stage distinguishes a company from its competitors. Customers do not expect them but are delighted to receive them e.g. when companies go the extra mile to fulfill and exceed the clients’ needs.

In putting their clients at the heart of everything they do, businesses and brands have a direct impact on their own success, for various reasons such as;

Protecting this key asset

There is no company that can operate without its clients. In fact, clients are indeed the cornerstone of conducting businesses. They may be fellow partners who have collaborated with you, or customers who purchase from you. Undeniably, they are a crucial factor for the success of any business.

Nurturing brand ambassadors

Is the customer, always right? While this may not always be true depending on the situation at hand, customers are key to your business success and you are responsible for how they perceive your business. And because a customer’s perception is their reality, a company’s brand identity & mission statement should not only resonate with but also be reflected on your way of business so as to turn your clients into your brand ambassadors.

Retention

Many companies allocate a huge budget on attracting new clients when all they should first secure is to keep the existing ones happy. Implementing this strategy enables a company to elevate their sales through cost reduction and referrals to their contacts and/or business partners.

Prosperity

Winning or losing a market share all depends on how a brand wow’s its customers. A good place to start is with segmentation. Understanding the different clients you work with and tailoring your approach to meet their needs guarantees your clients’ satisfaction and loyalty. Consequently, this allows for an increase in sales and the sustainable growth of your business.

At Webhelp, our clients are at the heart of all we do. We offer a full-service set of customer experience and business solutions for our clients across the globe. From customer experience solutions & consultancy, social media moderation, helpdesk & specialist support to payment services through voice, social and digital channels.

Our tech enablement team is always at the forefront of tech. They focus on bringing together client needs with innovative solutions which enhances the customer experience with AI powered solutions and voice analytics amongst other innovative tools.

By putting our client at the heart, we form true partnerships driven by a sense of shared purpose. Each and every one of us is the face and voice of the numerous brands we work for. By putting ourselves in their shoes and ensuring we truly understand them, we not only provide the best experiences for their customers, but also help our clients to grow. Their success is driven by our ability to go beyond the norm.

We hold our client’s best interest at the heart of the company and work towards improving their business as if it were our own.


Strive to be happy – it never goes out of style

For many decades now, happiness and work weren’t necessarily associated with each other. Work was a place where employees got in, got the job done and clocked out. Happiness was perceived as a thing for your free time. However, years of research prove that happy employees are central to a company’s success. The work output improves when happiness is the norm.

Workplace attitudes affect every person in the organization, from the management to employees and even to the clients. Attitudes plays an important role of enhancing the prevailing workplace environment which determines employee morale, performance and team building abilities.

When your place of work is all about promoting a positive culture and environment, coming to work every day is embraced with pure joy.

A research conducted with  iOpener Institute found out that;

  • Happy employees stay four times longer with their companies
  • Happy employees dedicate twice as much time on their tasks in comparison to those that aren’t happy.
  • Happy team members are 65% more energetic than unhappy employees.

Suffice to say, happiness isn’t just a bonus, it is as a matter of fact a necessity for any high-functioning organization. International leadership advisor and author Annie Mckee states that,

“when we are unhappy, our brains tend to disengage, effectively decreasing our capacity for creativity, critical thinking and a wide range of other core functions.”

So what are the benefits of happiness at work?

The contagious effect

Isn’t it fun to work with fellow happy colleagues? We can all agree that happiness is indeed contagious. Taking joy in your work makes you an excellent role model to fellow colleagues as this encourages them to have fun at work.

Moreover, brands are looking to create the best, positive experiences for their clients. Helping others could just be the secret to living a happier, healthier and wealthier life.

When happiness is your business model, a great company culture is created which strengthens your brand and fuels a purpose that underpins all internal interactions with employees as well as external touch points with clients.

Creating a purposeful company with delighted customers and an engaged team forms deeper human connections owing to the authenticity from a human level and not a commercial point. Keeping your customers happy is central to retaining their trust and loyalty.

The right attitude

Having a happy attitude at work increases your self-confidence and cultivates greater performance by increasing productivity and a nice environment to work in not only for you as an employee but for the entire organization.

The supportive climate

Having a positive outlook and full engagement makes you more willing to support fellow workers and also enhances positivity around all other projects. When you are happy, you automatically become approachable and any employee who struggles with something is more likely to ask for support if it is needed.

The stress reduction

Despite our daily challenges at work and in our private lives, it is important to try and remain calm and concentrated while at work. Stressed-out employees are distracted employees.  And this normally puts a dumper on the productivity. Happiness keeps tension at bay. Making the effort to be happy even during such times, reduces stress and worry which leads to an instant productivity boost.

At Webhelp, our business is built on our core values, integrity, commitment unity, and recognition, all building the WOW effect together. Fostering a workplace that is creative and fun, we support our colleagues in their journey of reaching their full potential.

Ultimately, we celebrate our wins together no matter how big or small they are. This showcases our passion and also reinforces our connection with our fellow colleagues and the clients at large. That’s why at Webhelp we strive to enjoy every day.