WHISTL NEWS
Contact Centre CASE STUDY
Whistl Group company Posthub celebrated a fantastic first year in which it accrued over 150 customers including WWF, Crew Clothing, Harrods, NSPCC and Barnardo’s. Bristol-based Posthub specialises in offering next-level service to high-profile brands using mail as a key pillar of their marketing strategy.
New MD at Parcels...
From Whistl UK to Ukraine… Staff across our sites have responded magnificently to an appeal for humanitarian aid for the Ukrainian people. Pallet loads of clothing, bedding, toys, food and toiletries have been arriving and consolidated at our Bedford and Marlow sites for onward delivery by recognised aid agencies to Ukraine. One of our customers joined in too, with Rainham-based Reliance Worldwide boosting our appeal with a very generous donation of PPE and healthcare essentials – thank you so much, Reza.
Sustained growth at Whistl Parcels has led to the appointment of the division’s first Managing Director. Andy Underwood takes on the role, and to many of our customers he will need no introduction having been with Whistl for 16 years. On his promotion, Andy is succeeded as Director of Sales North by Laura Sanjurgo. “With the sustained growth in online shopping, we need a dedicated approach to maximise parcel potential, and Andy’s appointment as MD to drive this initiative will help achieve this” commented Alistair Cochrane Whistl CEO.
Meanwhile, our other ‘hub’ company Parcelhub is rolling out electric vans with a new-look
We’re delighted to welcome Mark Lawrenson as our new Head of Operations. …and a new Head of Ops
livery for cleaner collections across the East Midlands. The refreshed logo means the ‘hubs’ are now a great matching pair with Nottingham- based Parcelhub offering personalised service and unrivalled carrier management to the retail and e-commerce sectors, amongst others. In its second year of assessment on the international EcoVadis platform, Whistl has achieved a silver ranking for its environmental performance and CSR . That means we’re now in the top 25% of companies assessed globally, showing significant year-on-year improvement. The platform is used by procurement professionals to compare suppliers in terms of sustainability, environmental impact and wider CSR measures. In 2021, Whistl instigated a group-wide Equality, Diversity and Inclusion (EDI) Charter, and our EDI champions have recently introduced the Be You initiative – encouraging employees to be yourself at work. This initiative aims to enable our people to make the most of their talents, whilst also helping to develop a strong team ethic. It’s already working – in our latest employee survey, 85% of responders said they could ‘be themselves’ at work. In the prestigious UK National Contact Centre Awards 2022, Whistl employee Matthew Lindsley was a finalist in the Rising Star in a Large Contact Centre category. Matthew thoroughly enjoyed the Awards ceremony at Old Billingsgate, and was pipped on the night by a competitor from Vodafone. Congratulations to Matthew for making it to the final.
Designing and maintaining a smooth Guest contact experience TOCA Social is the world’s first interactive football and dining experience, combining immersive gaming and world-class food and drink. Eat, drink and score at their flagship 30,000 sq ft venue at the O2 in London. Whistl with TOCA Social Whistl has worked with TOCA Social since early 2021, helping to design their customer processes and the customer journey through contact centre communication channels. Our involvement today includes handling calls, e-mails and Live Chat, adding up to over 850 Guest interactions a week. What they say… “As a new business, we couldn’t thank Whistl enough for the support and care they’ve given us at TOCA Social. They give us great advice and have helped us build a smooth Guest contact experience. Most importantly, the Whistl team feels like an extension of our team, and our Guests have no idea they are dealing with a third-party provider, which says everything about how great a job they do!” Scott Moren-Brown Director of Operations TOCA Social Learn about our tailored contact centre solutions www.whistl.co.uk/contact-centre
Mark has spent the last 12 years in senior operational roles at Royal Mail, latterly as Service Delivery Leader for the West Midlands responsible for 7,000 employees and a £380m budget. His wide-ranging experience will be invaluable across our Mail and Parcel operations. Outside of work, Mark enjoys mountaineering, coasteering (Google it!), cycling and rowing. Doordrop Media wins gold for RNLI campaign Our Doordrop Media team was delighted to win Gold at the recent COGS Awards, run by the Institute of Promotional Marketing. The team came out on top in the Best Service Provided in Response to Covid-19 category, for a campaign for the Royal National Lifeboat Institution (RNLI). With face-to-face fundraising halted by the pandemic, the RNLI came to Whistl to help drive donations via doordrops to enable them to continue their mission of saving lives at sea. The subsequent campaign reached eight million households, and raised just short of £1m with a 45% increase in new donors. “The RNLI and Whistl worked collaboratively as one crew to quickly pivot and adapt the RNLI’s fundraising plan to include this new doodrop activity,” said Becs Phillips, RNLI Marketing Manager. “Whistl gave everything to make this a fundraising success and help the RNLI lifesavers.”
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Whistl Magazine • Summer 2022
Whistl Magazine • Summer 2022
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