Engineering customer experiences across Europe

Algeria

United Kingdom

Morocco
Netherlands
Belgium
France

Germany
Austria
Romania

Switzerland
Portugal

USA

Poland

Italy

Turkey

Suriname

Spain

Over
30,000

#3
IN
EUROPE

EMPLOYEES

India

Madagascar

South Africa

81

CUSTOMER
EXPERIENCE
SITES
in 21 countries

PAYMENT
SERVICES SITES
in 9 countries

Over
300

GLOBAL CLIENTS

720
MILLION
2015 revenue
FASTEST
GROWING in
sector between
2002 & 2014

Webhelp

GLOBAL BUSINESS PROCESS OUTSOURCING

CUSTOMER EXPERIENCE. ENGINEERED.

Copyright 2016 Tous droits rservs

Analyst briefing

Transformational workstack
SIPS

SELF SERVICE SIPS

Demand Management
Customer Experience Analytics
Webchat Chat Platform Revision
Opening Hours
Intelligent KB for Customers

Intelligent Customer FAQs

Contact Us
Self Service IVR
Webform Deflection

DIGITAL ENGAGEMENT
SIPS

PRODUCTIVITY & CONTACT

REDUCTION SIPS

Webchat Expansion Mobile

Webchat Expansion Shopping Customers
Social Media

l A future partnership l

Agent Tools UAD

Scripting & Conversational Guidance
Intelligent Knowledge Base for Agents
Multiskilling
Management Development
Culture Awareness
Service by Value

Root Cause and Demand

CALL TRACK

Provides granular levels of

JOURNEY
detail
around MAPPING
the nature of
contacts

TARGETED COACHING
AND ANALYTICS
PORTAL

CONTINUOUS
IMPROVEMENT

l A future partnership l

SPEECH
ANALYTICS

TEXT ANALYSIS

Digitising customer contact

With focus on improving

AHT and chat concurrency

l A future partnership l

Our working partnership

Migration from the

incumbent
Transfer of operations
across 6 sites in the UK
and one in SA
Ramp in second and
third SA sites to support
peak
With
focustransfer
on improving
TUPE
&
AHT associated
and chat concurrency
Comms

Stabilise
Implement site strategy
closure of 3 UK sites,
further ramp of SA &
create CoE in Cardiff.
Maintain operational
performance during
change and peak trading.

l A future partnership l

The Future
World Class Digital Retailer
Reduced operating costs
Transformational program
based on SIP work stack
Underpinned by an
engaged partnership with
shared commercial risk

Transformation case study

Phil Hackney
Group operations director

Shop Direct

SURVIVAL-LED

BUSINESS-LED

CUSTOMERLED
100%
DIG I TAL

l A future partnership l

The changing landscape

l A future partnership l

Joint vision

Support our
digital vision

Digital-led
contact centres

Improved
customer service

Underlying innovation

l A future partnership l

Sustainable cost
base

True partnership

JOINT
PRINCIPLES

AMBITIOUS
I N N O VAT I O N

INSIGHT
SHARING

C O L LO B O R ATI V E PARTN E R S H I P

l A future partnership l

JOINTLY
INCENTIVISED

Exciting start

MIGRATION

STABILITY

Transfer of operations

Implement site strategy

New South Africa sites for

peak

Maintain operational
performance during peak

People plan

Most successful Black Friday

ever!

l A future partnership l

THE FUTURE

Transforming customer
experience
In a commercially sustainable
way

Our future customer experience

SERVICE

PUSH
NOTIFICATION

DIGITAL
SELF-SERVE

Before self-serve

More information

Get it right
first time

A better impression
for the next time
l A future partnership l

RESOLVE