Arvato commits to paying the Living Wage
We have committed to paying the Living Wage across our CRM business in the UK as part of a drive to ensure our excellent, hard-working teams can meet the growing cost of living.
Established by the Living Wage Foundation, the voluntary initiative was launched to highlight the amount UK workers over the age of 18 should be paid, based on real living costs. Arvato has joined other leading employers in going beyond legal requirements and introducing the rate, which also includes a weighting for London.
The Living Wage is 17 per cent higher than the new Government National Living Wage (NLW), which was introduced last April, and is calculated independently according to the basic cost of living in the UK. From the 1st April 2017, all Arvato employees who benefit from this initiative had their hourly rates increased to a minimum of £8.45.
Debra Maxwell, CEO of CRM Solutions UK & Ireland, Arvato, said: “Our employees play an incredibly important role in our organisation and it’s important that we reward them for the hard work and commitment they show day in, day out. Adopting the Living Wage is a natural step as part of our commitment to offering a supportive culture where our employees are rewarded and given every opportunity to succeed.”
Could a robot run your public services? Arvato facilitates dialogue about robotic process automation (RPA) in the public sector
Ever since successfully implementing RPA for its client Sefton Metropolitan Borough Council in 2016, Arvato has been at the forefront of promoting the benefits of the technology for the public sector.Focusing on educating the sector and addressing some of the concerns around robotics and employment, Arvato has developed a raft of materials to help public sector organisations get their head around RPA:
- Industry researchproving the business case for RPA in the public sector
- A white paper on how can help to drive transformation and much needed efficiencies
- A video explaining how RPA works and its benefits for public sector organisations
- A round table report in collaboration with think tank New Local Government Network (NLGN) discussing the wider impact on the local government workforce
Arvato’s ground-breaking work around RPA in local government has been recognised by numerous awards, including finalist for ‘Most Promising Pilot’ at the inaugural Challenge the Future Awards, ‘Automation Project of the Year’ finalist at the Global Sourcing Association Awards, and winner for ‘Best Use of Research’ at the UK PR Moment Awards.
Debra Maxwell, CEO of CRM Solutions, UK & Ireland, Arvato, said: “Automation has been widely embraced in the private sector and it’s encouraging to see that government bodies are becoming more receptive to this technology as a way to improve services for citizens and increase efficiencies. Fundamentally, it’s about enabling public sector employees to focus on what’s really important, and redirect resource away from mundane, repetitive tasks.”
“With automation technology inevitably becoming more accessible to UK organisations, it has huge potential to deliver transformation in the public sector. We’re keen to work with government organisations to help them prepare for the changes that this kind of innovation will bring.”
Arvato named as a “clear leader” by top analyst firm Everest Group
Arvato has been named as a Leader in Everest Group’s Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2017. Arvato was assessed as a Leader based on its market success and its ability to deliver services to clients.
Everest Group’s report is an annual piece of research into the world’s leading CCO service providers, rating respondents on a comprehensive set of quantitative and qualitative criteria. Key factors considered in assessing CCO capability include technology and innovation, scale, delivery footprint, buyer feedback and scope.
Everest Group specifically highlighted Arvato CRM Solution’s scale, which gives it “the ability to offer new clients a more efficient delivery solution.” Other key Arvato CRM Solutions strengths highlighted by Everest Group include:
- Its ability to serve buyers looking for multi-channel solutions, and share of revenue from non-voice channels
- The analytics capabilities gained through the acquisition of Ramyam
- Its focus on innovation, with investments in RPA, cognitive solutions, self-service and the omnichannel lab, and partnerships with start-ups
“Arvato CRM Solutions is a clear leader in the CXS space, with notable strengths in the scope of the customer experience spectrum that it addresses for its clients and the breadth of its global delivery footprint”, said Katrina Menzigian, Vice president, Customer Experience Services research at Everest Group.
“We are proud to be recognised as a Leader by Everest Group, which validates the hard work that we conduct for our clients,” said Andreas Krohn, CEO, Arvato CRM Solutions. “Arvato CRM Solutions is driven by technology, differentiated by our deep experience and powered by our people. Everest Group’s selection of Arvato as a Leader is proof of our ability to deliver levels of customer service that consistently delight, and underlines why some of the world’s greatest brands choose to work with us.”
Everest Group’s CCO Service Provider Landscape with PEAK Matrix™ Assessment report evaluated 36 companies based on the absolute as well as relative year-on-year movement for specific criteria, including market success, scale, scope, technology and innovation, delivery footprint and buyer satisfaction. Companies assessed were then sorted into categories based on their results, being labelled Leaders, Major Contenders and Aspirants. You can read the full report here.
New ‘day in the life of…’ employee video launches to highlight company values
Our ‘day in the life of…’ video series showcases people from across Arvato, the development opportunities we offer them and provides an insight into what life is like working across our sites in the UK and Ireland.
In our latest video, we follow the day in the life of Lysanne, a Content Analyst for our customer experience team in Dublin. She explains why she enjoys working for Arvato, thanks to the welcoming and friendly atmosphere in our offices and being able to work alongside a diverse group of people.
Lysanne is also heavily involved in the ‘fun committee’ which is run by employees in Dublin and organises regular social events for everyone across the site. She also talks about the emphasis Arvato puts on personal development and the support she’s received on her journey to becoming a team leader.
Sally Neale, HR Director, CRM Solutions, UK & Ireland, Arvato, said: “We want to make sure that our people enjoy where they work, and have every opportunity to develop their skills and progress in their careers.”
“The videos tell a great story of how our employees are proud to work for Arvato, passionate about delivering great results for our clients, and pioneer new ideas – be it in their roles or through voluntary activities like the fun committee. So they really help us with attracting new talent, but also in sharing Arvato’s culture across different teams and sites.”
The watch Lysanne’s video and view the rest of the series please click here
Boosting customer experience drives growth in energy and utilities outsourcing, research finds
Energy and utilities businesses ramped up outsourcing activity in the first six months of 2017 as they focused on improving customer experience, according to the latest Arvato Outsourcing Index.The research revealed that companies across the sector signed outsourcing contracts worth £268 million between January and June, up 10 per cent on the same period last year.A surge in customer services and collections outsourcing was behind the rise, accounting for deals worth £164 million between January and June, according to the findings. No agreements were procured to improve customer experience in the first six months of 2016.
The total number of outsourcing contracts signed in the sector rose by 20 per cent year-on-year, according to the latest Index findings. Deals agreed by energy and utilities firms accounted for 15 per cent of the overall UK outsourcing market between January and June 2016. Only the Government (30 per cent) and financial services (17 per cent) procured more.
Debra Maxwell, CEO, CRM Solutions UK & Ireland, Arvato, said: “More businesses are recognising the importance of improving the customer experience as price differences become increasingly marginal and consumers are more liable to switch supplier.”
“The research findings show that companies across the sector are reaching out to external partners to help deliver a more seamless customer journey by integrating digital and traditional contact channels – a crucial element in cultivating customer loyalty and maximising revenue.”
Overall, a surge in private sector investment saw outsourcing deals worth a total of £5.2 billion agreed in the UK between January and June 2017, the market’s strongest half-year performance since 2012.