Webhelp UK is part of the international Webhelp Group; a leading BPO provider and customer experience innovator across digital and traditional channels.

It is achieving rapid growth by focusing on value-based outsourcing, omni-channel engagement and experience analytics to create optimal customer journeys…

Challenge

To create a powerful agent desktop solution to support new business growth, flexible enough to operate across multiple client environments.

Solution

The Infinity Platform, a combined agent desktop and workflow engine, is now an integral part of any Webhelp new business bid that requires an agent technology component. It features in the company’s showcase capability, where the ‘art of the possible’ in customer management is constantly refined and demonstrated.

Benefits

  • Average AHT reduction of 20%
  • Supporting successful new business wins
  • Delivering 15% to 20% efficiency gains in operation
  • Average 9% increase in sales conversion
  • Average 3% increase in sales value