News : Webhelp Uk On it's Way to Employment Goal
#contactcenterworld, @webhelpuk, @EE
Nov 5, 2014 -- A contact centre in Derby is well on course to achieving its goal of employing 2,000 people.
David Turner, the chief executive of Pride Park-based Webhelp UK, said the centre was getting close to operating at full capacity thanks to a burgeoning relationship with digital communications company EE.
He made his comments at the official opening of the EE contact centre at the Derby site yesterday.
When Webhelp announced in June that it had secured the deal to handle customer inquiries on behalf of EE, it initially resulted in the creation of 300 jobs.
But EE has been accelerating the re-shoring of more than 1,000 customer service roles to the UK from overseas centre.
As a result, so far more than 500 EE jobs have been created at Derby and it is understood that more could be on their way.
It is another major boost for the Derby site, which already employs 1,200 people who handle customer service and sales inquiries on behalf of media provider Sky.
In the summer, Mr Turner told the Derby Telegraph that he aimed to have around 2,000 people working at the site – and he said Webhelp were on course to achieve that.
He said: "We were delighted when we were selected by EE to deliver their customer service offer.
"Derby has been a tremendous success story for us – and we are getting closer and closer to operating at full capacity.
"There is a possibility that we may even exceed 2,000 jobs," he said.
Yesterday, officials from both Webhelp and EE were at the Pride Park site to officially open the new centre – including Olaf Swantee, chief executive of EE.
He said: "Customer inquiries are becoming increasingly more technical, which is the reason behind our decision to bring these jobs back to the UK.
"I'm very pleased that this is happening in Derby – which incidentally was the first place in the UK where our 4G service went live.
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"We are ahead of schedule in terms of the re-shoring of jobs and more will be on the way."
The jobs that have been created are known as "customer experience roles" because staff communicate with customers not just by telephone but also online and on social media.
And the centres themselves are now known as contact centres rather than call centres because they handle more than telephone calls.
#contactcenterworld, @webhelpuk, @EE
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From Webhelp
Webhelp is a Paris-based international customer relationship management group.
Everything Everywhere Limited, trading as EE, is a mobile network operator and internet service provider company headquartered in Hatfield, United Kingdom.
Published: Thursday, November 6, 2014
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