James Revell on His First 3 Months with Whistl Contact Solutions

I was attracted to Whistl because of its ambition and the diverse service proposition it has in the market. The Contact Solutions division, as I prefer, fits neatly into the equation. There is an excellent company culture that has translated into teams full of long-standing colleagues with years of customer service experience under their belts. There is a wealth of opportunity for new and existing clients alike to benefit from our team of seasoned customer service professionals.

Two months into the job, and I recognise that, as a customer service outsourcing company, we are unique because of our culture and the high tenure of customer service colleagues. High colleague turnover is the enemy of great customer service and since Covid, it has been rife within the industry. Attracting, retaining, and nurturing great talent is our key to further success, enabling us to create a team of true brand ambassadors who deliver an authentic customer service experience.

And, for me, Whistl Contact Solutions is all about experience. Great customer service is neither bland nor transactional.  It is conversational, colourful, multi-faceted, responsive, and even emotional; a uniquely human experience; augmented by automation and A.I certainly, but above all else, a recognition of the customer as an individual. Underpinning these are our corporate values and our promise:

• Quality first
• Easy to work with
• Thinking of you
• The human touch
• The right thing

We take this a step further in Whistl, creating a customer service language based on this promise. Tangible, measurable, and meaningful; this is the golden thread that holds our Whistl Contact Solutions offer together. Living the language enables us to deliver consistency throughout the colleague and customer experience. Ensuring we have symmetry between our colleagues and customer experience is paramount. We commit to delivering great customer service internally as colleagues so we can recognise and replicate this to our clients and their customers. This is contact with character!!

At the same time, we recognise we must evolve. We must continue to innovate for our clients. Artificial Intelligence is advancing at a rapid pace. This offers almost limitless possibilities to minimise customer and colleague effort, helping us refine our experience and be even more efficient.  We have the platform to help us embrace these opportunities. We also cannot be complacent and need to continue to ensure we attract and retain the best talent needed to deliver on our promise. We recognise that where we work and the hours, we choose to work are not barriers to delivering the best outcomes for our clients, they represent opportunities for us to extend our recruitment reach, creating a team who can truly represent our diverse customers.