Whitepaper: Reimagining service for the new world

Whitepaper 14th July 2020

A framework for tomorrow’s successful customer-focused operating models

As the urgency for change and transformation intensifies in the post COVID landscape, some pivotal questions will be raised: How different will service look and feel in the future? How will businesses and their operations need to adapt? And how can employers engage and support their colleagues to deliver on new customer promises?”

This new Whitepaper, reimagining service for the new world aims to address these crucial questions and discover more about how to leverage customer service models in this new world.

This is a joint publication with Gobeyond Partners, part of the Webhelp group, is underpinned by our unique industry perspective and new research to reveal the operating models of the future.

Click here for an instant download: Reimagining service for the new world

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Being a people-first organisation during a pandemic

The coronavirus pandemic has profoundly impacted the way we all live and work, forcing organisations to rapidly adjust to a new reality. As an organisation that prides itself on putting people at the heart, our number one priority will always be to keep our people safe. This approach, coupled with our rapid mobilisation of home working models for our clients, has uncovered our agility and adaptability, enabling us to continue growing and achieving our goals amongst this year’s challenges, which we are incredibly proud of.

Protecting our people

Webhelp is committed to making business more human, and our people are central to achieving this.
In February, we entered the COVID period with an incredible team of nearly 56,000 Webhelpers, always willing to make a difference in the lives of our client’s customers as well as in their local communities. We rapidly transitioned over 70% of our teams to work remotely, with all the relevant equipment and protocols to ensure safe and regulated work. With the incredible work from our teams, in a short amount of time we have established new digital resources for team leaders to support home working operations through new communication models to support our new and existing Webhelpers in changing practices and behaviours in new working environments.
From April – June, we delivered more than 650,000 masks to our colleagues. Where sites are being progressively and cautiously reopened, we continue supporting our colleague’s health through the delivery of masks and thousands of litres of hand sanitizer and extensive extra cleaning routines.

Supporting our clients

We have continued to work as trusted partners for our clients, adjusting their working practices and service models to meet the new requirements. As we have the experience of homeworking with our experienced agents at INVIRES, we were ready and able to rapidly adopt and continue a quality level of service for our clients, and support new clients where the infrastructure and local preparation wasn’t available.
Introducing new technology solutions has been essential to delivering successful home working solutions, especially for clients in highly regulated environments. We have built and designed a fully PCI compliant payment service which allows full card and payment masking within home working spaces, matching the protocols we have for working on site. Through introducing IVR opportunities with retail clients, we have also been able to further support their compliance and the safeguarding of data.
Hybrid models of flexible working allow colleagues to rotate shifts, working from either home or our office sites, to manage sensitive data access where necessary.

Delivering growth

Amongst all the chaos, our resilience has been preserved. We continued to deliver exemplary service to our clients and their customers and acquire new clients along the way.
We have now welcomed a further 6,000 people into the Webhelp family, some of whom will have never been to one of our offices, using remote recruitment, onboarding, and training. In our Asia-Pacific region we have increased our total headcount by 45% since January 1st, 2020, and continue to expand our operations in different locations within this region.
We are not limited to a single location site as we consider our service to be geography agnostic. Moving rapidly and flexibly, we have been able to establish fully virtual contact centres which are delivering service that is consistently outperforming against peers on first contact resolution, touchpoint net promoter score and employee engagement.
The future will result in different ways of working as focus moves to introducing hybrid models, drawing the best of both worlds through local hubs acting as centres of excellence to provide knowledge sharing, coaching and training to support home workers.
This crisis has forced organisations to adapt and rethink the way they deliver services and our clients, old and new, continue to rely on us to operate safely, quickly, and resiliently.


Discover Webhelp's Work Abroad Program

International mobility means opportunities even in the most challenging of times

As a people-first company, not only do we strive to enjoy every day but also listen to our colleagues as to how they wish to live their careers. Relocating to a new country to start an international career is always a great challenge, especially during a global crisis.
At Webhelp, driving innovation is part of our DNA. That is why we have set out to make international mobility still a possible, safe and enjoyable experience! We have developed our Work Abroad program with you in mind – our colleagues who want to explore new cultures and career opportunities as well as future Webhelpers who dream of a fresh start.
The Work Abroad program is part of our new Website. So, let’s dive in the online features and functionalities that will bring you closer to your dream lifestyle.

Find out what country you match with

Meet our interactive Job Matcher! The fun quiz is the first thing you will see when you land on our Work Abroad page. Your international journey starts by answering 3 simple questions. We use a quick algorithm that will match you with the country most suited to your personal preferences and professional goals. You might have more than one soulmate country! So, have fun and redo the quiz as many times as you wish.

Find out what it is like to work in your country of choice

Now you have an idea of where you would like to live your next 12 to 24 months or maybe your entire life. So, let’s take a quick journey into that dream destination!
As game-changers, we conducted a survey with people who work with us as well as former colleagues and even employees from other companies. Why? To get a real feeling of what it is like to work in the country you would like to call home.
The destination section refers mainly to the overall employee sentiment within a certain region. However, this is where you will see open positions available at Webhelp in your country of choice. Likewise, from this section you can select the city (site) where we operate.
We also gathered data from various reliable sources, and we recommend a monthly budget based on your salary at Webhelp in relation to the cost of living in your country of choice. This way, you can better plan for fun activities and common necessities.

Dare the adventure in your favourite city!

Getting the low-down on a country is great. But you will mostly live in a city while working abroad. To provide you with accurate and relevant information, we worked closely with expats living in the cities where we operate.
Each piece of content was written, edited and revised by multiple members of our local creative and HR teams, with the help and input of our expat Advisors.
This is where we also advertise our international open positions for our sites. So, when an available job feels like a match, apply and we will get in touch with you within a few days, if not hours.

Say hi to your new lifestyle

We strive to offer you a realistic glimpse of what to expect while working abroad at Webhelp. To create this piece of content, we interviewed dozens of our expat colleagues. So, you will get a feeling of the country through their eyes and experiences.
Our film crew also went the extra mile. Literally! They flew to our sites to capture the city vibe and our office culture. Follow our Webhelpers in their quest to show you authentic experiences and some impressive vistas of their second home! For example, check out how Denisz from Ukraine works and lives in Barcelona.

When in doubt, contact our friendly ambassadors

But what if you are still undecided about your chosen destination? Our colleagues from around the world will be happy to answer all your questions related to cost of living, relocation assistance, open positions and many more.
We have also taken a unique approach with our FAQ section. Since we put our people at the heart, we have divided our frequently asked questions in 3 parts: Your Life, Your Career and Your Adventure. Reading through the answers will feel personal, human-orientated and transparent.

Stay tuned for Meet Webhelpers

We believe in an engaging work culture. And our Webhelpers are the best ambassadors to reinforce our values. Coming soon is our new blog section featuring ‘the person behind the job’. You will find out what it is like to start and advance your career with us, how to stay resilient when you fail or how to succeed when you struggle. All these from a personal point of view of our Webhelpers!

For the past 20 years, we have thrived in challenging circumstances and strived to help our people achieve their goals. Despite the current pandemic, we know that international mobility is crucial to business growth and employee satisfaction. We encourage you to explore our opportunities abroad and dream further than ever before!


Webhelp “Think Human”

Webhelp rings in its next phase of strategic development with new brand

Paris-headquartered Webhelp, the European leader in customer experience and business solutions, today revealed its revamped brand platform, supported by an updated visual identity.

The group’s new brand reunites the strengths of its collaborators in 36 countries today and plays a key role in its ambitions to grow to a global leadership position.

The group’s new vision of “making business more human” is founded strongly on Webhelp’s existing company culture, as well as the role enterprises play in society and the rising desire of consumers to create emotional connections with the brands they engage with. No matter the activity in business, people are involved and therefore are the main focus of Webhelp’s brand.

“At Webhelp we truly believe if you focus on the person in front of you, suddenly everything comes alive” explains Olivier Duha, co-founding President. “this holds for each connection built between a brand and a consumer, but just as strongly between employer and employee, client and provider. Helping hard things become easy takes empathy and imagination

The new brand identity, which has been built inside-out, in partnership with the brand experts at FutureBrand, showcases a warm, welcoming and vibrant visual system and color palette, and reflects the group’s people-first culture and game-changing mentality. Providing services to thousands of clients across the world with a wide range of Customer Experience and Business Solutions, the group puts its clients at the heart of its all its activities, thus forming true and lasting partnerships.

Frédéric Jousset, co-founding President adds: “over the years we have continuously invested heavily in both enabling and matching our clients’ needs to technologically innovative solutions, as well as our people. We feel embracing technology is key, and it’s the people that deploy these tools that make the difference and take the experience to the next level.”

“We are truly excited to reveal the new face of Webhelp, which better expresses who we are to the world, following an intense project of close to a year. We have engaged with stakeholders from all areas and levels of our business and believe we have created a vision and brand that’s built to last, as is shown through the enthusiasm of our new future shareholders at GBL regarding the outcomes of the project.” States Sandrine Asseraf, Group Secretary General.

About to celebrate its 20th anniversary, having grown from a challenger to top player in Europe, both through organic growth and acquisitions, Webhelp aims to maintain and accelerate its performance through its redefined vision and mission, together with the strong collaboration of its investment partners. Webhelp is currently in the final stages of negotiations with GBL as new investment partner, stepping in for KKR, and expects to announce the closing of the deal before the end of the year, after obtaining the regulatory authorizations required.

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Making business more human for the world’s most exciting brands

We live in an era of fast connectivity and AI. Today, human experiences have even more power to make businesses come to life in customers’ hearts and minds.

Webhelp is committed to making business more human.
It’s through this commitment that Webhelp enriches customer experience, and designs business solutions that create value for the world’s most exciting companies.

Webhelp is a partner across a range of services including customer experience solutions, social media moderation through to payment services.

Hundreds of brands across the world trust Webhelp because of their people, the culture they work in, and the ideas and technology they put to work.

Webhelp believes that Emotional Intelligence creates a lasting impact, and their skill in marrying a differentiating human touch to the right technology is what makes a real difference for their clients.

By choosing Webhelp they access the passion and experience of 50,000 game-changers from more than 140 locations in 36 countries. Each one determined to bring their own intelligence, empathy and experience to the table every day. Webhelp invests in people and the environment they work in, because they know that when people thrive, it has a powerful impact on them, their customers and on their partners’ business.

Webhelp believes that making business more human leads to a better customer experience - and a healthier bottom line.

Webhelp is the European leader in their industry, with a revenue of €1,4B in 2018, and aims for a global leadership position. Webhelp is currently owned by its management and KKR, a leading global investment firm, as of March 2016.


Groupe Bruxelles Lambert enters into exclusive negotiations for the acquisition of the Webhelp group

GBL announces today it has entered into exclusive negotiations to acquire a majority stake in the Webhelp group, together with its co-founding shareholders, Olivier Duha and Frédéric Jousset, who would retain their role as founding executive directors, and its management team.

Founded in 2000, Webhelp is today one of the world's leading providers of customer experience and business process outsourcing (BPO). The group has doubled in size since the KKR acquisition in 2015 and aims to achieve a turnover of €1.5 billion in 2019. Webhelp develops innovative solutions combining consulting services, technological solutions and omni-channel processing capabilities thanks to its
55 000 employees in more than 35 countries. This performance is the result of an organic and external growth strategy that GBL aims to maintain and accelerate together with the strong collaboration of the co-founders and management.

As a result of this transaction, GBL would acquire a majority stake in Webhelp on the basis of an enterprise value of €2.4 billion.

It is expected that the legal documentation will be signed by the beginning of August for completion, after obtaining regulatory authorizations for use, within the course of Q4 2019.

Ian Gallienne, CEO of GBL, said: "We are enthusiastic to become a partner to Olivier Duha, Frédéric Jousset and the Management team in continuing the successful development of Webhelp, supporting the transition from a European Champion to a Global Leader. This transaction is consistent with GBL’s announced objective to increase its exposure to private assets.”

Olivier Duha and Frédéric Jousset, said: “We thank KKR for its investment over the past 4 years and we welcome with confidence GBL in order to write together a new growth and investment phase. The management team has chosen to surround itself with a shareholder renowned for its longstanding support to companies with international ambitions such as Webhelp.”

Stanislas de Joussineau, Director at KKR said: "We are proud to have been a partner for Olivier Duha, Frederic Jousset and the outstanding management team at Webhelp over the last four years to create one of the leading global business process outsourcers. During our ownership, Webhelp has doubled its revenues to €1.5 billion and increased its number of employees globally from 30,000 to over 50,000. We believe the company is strongly positioned for future growth and we wish Webhelp and GBL every continued success."

 


 

About Groupe Bruxelles Lambert

Groupe Bruxelles Lambert ("GBL") is an established investment holding company, listed on the stock exchange for over sixty years and with an indicative net asset value of EUR 19 billion and a market capitalization of EUR 14 billion at the end of June 2019. GBL is a leading investor in Europe, focused on long-term value creation and relying on a stable and supportive family shareholder base. GBL strives to maintain a high quality, diversified portfolio of global companies, leaders in their sectors, with whom it can contribute to value creation as an active professional investor. GBL seeks to offer its shareholders an attractive return, resulting in a sustainable dividend and growth in its revalued net assets.

GBL is listed on Euronext Brussels (Ticker: GBLB BB; ISIN code: BE0003797140) and is part of the BEL20 index.

About Webhelp

Webhelp is a global business process outsourcer (BPO), specialising in customer experience and payment services in addition to sales and marketing services across voice, social and digital channels.

From more than 150 sites in 36 countries with an approximately 50,000-strong team, our focus is on engineering performance improvements and delivering a real and lasting transformation in our clients’ operating models to generate financial advantage. We partner with some of the world’s most progressive brands including Sky, Shop Direct, Bouygues, Direct Energie, KPN, Vodafone, La Redoute, Michael Kors and Valentino.

Headquartered in Paris, France, the company has grown its revenues by more than 250% in the last 4 years by investing in its people, the environment they work in and developing its analytical and operating capability to deliver a transformational outsourcing proposition that addresses the challenges of an omni-channel world.

More information can be found at www.webhelp.com

About KKR

KKR is a leading global investment firm that manages multiple alternative asset classes, including private equity, energy, infrastructure, real estate and credit, with strategic partners that manage hedge funds. KKR aims to generate attractive investment returns for its fund investors by following a patient and disciplined investment approach, employing world-class people, and driving growth and value creation with KKR portfolio companies. KKR invests its own capital alongside the capital it manages for fund investors and provides financing solutions and investment opportunities through its capital markets business. References to KKR’s investments may include the activities of its sponsored funds. For additional information about KKR & Co. Inc (NYSE: KKR), please visit KKR’s website at www.kkr.com and on Twitter @KKR_Co.


Webhelp’s market expansion strategies in the contact centre outsourcing market earn it accolades from Frost & Sullivan

Webhelp's keen focus on agile customer experience (CX) solutions has helped it grow across Europe in an intensely competitive market

Based on Webhelp’s successful growth strategy across Europe, Frost & Sullivan has recognised the company with the 2018 European Market Leadership Award in contact centre outsourcing.
Over the course of several years, Webhelp has diversified its industry focus to include expertise in healthcare, travel, and B2B services. It also has expanded its geographic footprint to cover eastern and southern Europe. When it comes to Europe, Webhelp currently has multi-lingual hubs in Prague, Athens, Lisbon, Barcelona, Enschede, Kuala Lumpur, and Berlin. All told, the company will soon have some 50,000 employees working in 35 countries across the globe, and total revenues should be close to US $1.5 billion.

As a business partner, Webhelp assists clients in providing a next-level customer experience (CX) through advanced analytics, omni-channel technologies, and, above all, its people engagement approach. It works strategically with clients to help improve the CX by producing a comprehensive single view of the customer. And the company regularly reviews its initiatives for commercial viability and the impact they will have on the overall CX by employing analytical methodologies including customer journey mapping, demand management, customer segmentation, and employee satisfaction.

“The founders of Webhelp have long embraced an entrepreneurial philosophy,” said Frost & Sullivan digital experience analyst Stephen Loynd. “This is a company that continues to emphasize a start-up philosophy, that prides itself on being agile and exceptionally easy to work with. Along the way, Webhelp has established a reputation as a Customer Experience provider that acts as an authentic business partner to clients, which in turn helps enterprises push the limits of the CX through multichannel solutions.”

Webhelp’s particular focus on tracking customer effort is also noteworthy in a highly competitive space. The company is practiced at measuring both Customer Effort Score (CES) and Net Promoter Score (NPS) on many client programs. From Frost & Sullivan’s perspective, this kind of approach is what helps make the typical Webhelp client customer ownership experience exemplary. At the same time, it’s clear the company understands that analysing customer journeys across any medium is essential to offer an effective multichannel customer management solution.

"Even as Webhelp scales its core business, it has a pulse on the manner in which technology is changing the way consumers interact with brands,” added Loynd. “Underlining its commitment to next-generation CX, the company has partnered with Recast.AI to develop personalised chatbots and artificial intelligence (AI) capabilities. Webhelp’s brand strength derives from the way it has skillfully negotiated a fast-changing BPO landscape and stayed focused on the essentials of the CX at a time of exponential change.”

Finally, for Webhelp, keeping pace with today’s accelerating pace of techno-consumerism means ensuring business continuity and data integrity. It accomplishes this with IT infrastructure and a technology ecosystem that are focused on business consistency across all operations.

Each year, Frost & Sullivan bestows this award upon the company that demonstrates excellence in growth and customer value. Turning loyal customers into brand advocates for clients allows the company to grow and achieve a market leadership position. This award recognises the company that successfully increases market share over time, an accomplishment achieved through a demonstrated commitment to client relationships.

Frost & Sullivan Best Practices awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.

 

About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector, and the investment community.

 

Contact:
Samantha Park
P: +1 210.247.2426
F: +1 210.348.1003
E: samantha.park@frost.com


Webhelp group agrees to acquire Sellbytel in transformational transaction

Acquisition strengthens Webhelp’s position in the European CRM BPO Market

 


Webhelp Group
, a leading global BPO and customer experience company, today announced that it has entered into an agreement to acquire 100% of Sellbytel Group. Sellbytel is a wholly-owned subsidiary of Omnicom Group Inc. (NYSE: OMC).

By joining forces with Sellbytel, Webhelp expands its geographic footprint in Europe, and adds an extensive list of international brands and value-added services to its portfolio. Following this acquisition, Webhelp Group forecasts a turnover of €1,3 billion for the end of 2018, supported by a team of 50.000 people, serving over 500 clients, in 35 countries.

Sellbytel’s Barcelona office provides best in class multilingual operations with around 4,000 people working in more than 20 languages.  This expertise has been extended to Kuala Lumpur and Puerto Rico as multilingual hubs serving the APAC region and the Americas.

In addition to its complementary geographical footprint and multilingual expertise, Sellbytel enhances Webhelp’s service portfolio in several strategic areas such as end-to-end solutions in B2B Sales and Support activities, as well as an innovative work-from-home model which currently employs over 500 people working for various clients.

As part of Webhelp, Sellbytel will be able to build upon its strong expertise as a CRM BPO provider and will have access to a large variety of additional capabilities, an extensive geographical footprint adding nearshore capabilities for its clients, as well as expertise in areas like AI, analytics, omnichannel platforms, and specialized services provided by subsidiaries of Webhelp such as Telecats, Netino, and Webhelp Payment Services.

Olivier Duha and Frederic Jousset, Webhelp’s cofounders said, “This acquisition is not only a major step to strengthen our position in Europe, it is also a fantastic opportunity to broaden our service portfolio and our geographical coverage. After 18 years of uninterrupted growth, Webhelp is building upon its position as a leader in the CRM BPO industry. The fit with Sellbytel’s management has been a major strength supporting this deal and definitely has us excited about building this future together.”  

Michael Raum, founder of Sellbytel added, “We are proud of what’s been accomplished over the last 25 years with our partners at Omnicom and are very excited about our future with Webhelp. Sellbytel management is excited to team up with one of the most successful companies in our sector. Our cultural fit and our shared vision are key elements for our future success.”

Sellbytel management will continue to be strongly involved in the future growth of the company and will provide continuity for the company’s clients while also being able to provide a more comprehensive range of services. Webhelp and Sellbytel expect to derive significant synergies from the transaction thanks to the enhanced expertise and capabilities of the combined group, through cross-pollination of services, and access to new regions and nearshoring models.

Moving forward, Webhelp’s strategy is to continue to grow both organically and through acquisition over the coming years, both in terms of geographical expansion and the addition of new capabilities.

The transaction is expected to close in the third quarter of 2018, subject to approval of the relevant regulatory authorities.

 

ABOUT SELLBYTEL

Sellbytel Group is a provider of outsourced sales, service and support with operations in 28 centers across Spain, Germany, Portugal, Puerto Rico and Malaysia. More information can be found at www.sellbytel.com.


WEBHELP STYRKER DERES FØRENDE NEARSHORE PORTFOLIO

Overtagelse af det førende flersproglige kundeservicefirma Runway BPO gennemført

PARIS, d. 16. maj 2018 – Globalt førende BPO- og kundeservicevirksomhed, Webhelp, har bekræftet at overtagelsen af aktiemajoriteten i det førende flersprogede nearshore-firma, Runway BPO, er blevet gennemført.

Runway, som har hovedkvarter i Riga – Letland, medbringer yderligere ni flersprogede centre samt 1.000 medarbejdere til gruppen på tværs af Letland og nye lande for Webhelp: Estland, Litauen, Ukraine og Spanien. Dertil kommer yderligere ekspertise, ikke blot i sektorer som rejse- og forbrugsartikler, men også aktiviteter som revision, IT og HR-outsourcing, hvilket supplerer Webhelps eksisterende portfolio perfekt.

Runway fejrer deres 15 års jubilæum i år, og har oplevet kraftig vækst under ledelse af stifter Nils Sundling og administrerende direktør Uldis Prieditis. Teamet som er ansvarligt for virksomhedens succes, forbliver for at sørge for at ekspertise, kontakter og lokal viden bliver vedligeholdt og udnyttet for at maksimere mulighederne for udvikling i den nordiske region og i hele Europa.

Frédéric Jousset, medstifter af Webhelp, udtalte:

Runway er en glimrende forretning med stærke resultater fra levering af førsteklasses kundeservice på vegne af skandinaviske og internationale kunder. Vi er meget glade for at forene kræfterne med virksomheden, deres ledelsesteam og medarbejdere for at udvide Webhelps globale fodaftryk og understøtte virksomheden på det skandinaviske marked med tilgængelige ressourcer fra vores gruppeorganisation og investorer.

Uldis Prieditis, administrerende direktør for Runway BPO, udtalte:

Lige siden Runway blev etableret for 15 år siden, har vi været drevet af en ambition om at blive en velkendt og anerkendt partner på det skandinaviske BPO-marked med et stærkt fokus på fremragende CRM-erfaring, specielt på den leverede kvalitet og de skræddersyede løsninger vi har udført. Vores hårde arbejde har resulteret i lange samarbejder med vores kunder, hvoraf mange har været hos os i mere end 10 år nu, samt et fantastisk team på mere end 1.000 gode medarbejdere der arbejder for vores kunder hver dag. Vores ambition er nu at udvide internationalt også. Med dette fokus er en overdragelse af ejerskabet til Webhelp Group en perfekt løsning for virksomheden og dens kunder og medarbejdere. De øgede vækstmuligheder vil hjælpe med at understøtte ansættelser, og udveksling af bedste praksis med vores søstervirksomheder indenfor den internationale gruppe vil hjælpe os med at føre Runway til et endnu højere niveau.”

Overtagelsen er en del af Webhelps strategi for aktivt at forfølge geografisk udvidelse og forstærke deres sektorrelevante ekspertise og vil give Webhelp mulighed for at tilbyde kunder tjenester fra fire nye lande, som hver har stærke flersprogede kapaciteter.

De seneste 2 år har været meget betydningsfulde i Webhelps historie. Store nye kundeerhvervelser, strategiske overtagelser og engagementet fra det globale investeringsfirma KKR har markeret et reelt vendepunkt i Webhelps historie, som nu i sandhed er en af de førende virksomheder i BPO-sektoren.

 

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Om Webhelp

Webhelp er en global outsourcer af forretningsprocesser (BPO), som specialiserer sig i kundeservice og betalingshåndtering samt salgs- og marketingtjenester på tværs af tale, sociale og digitale kanaler.

Fra mere end 110 lokationer i 33 lande, med et team på omkring 40.000, er vores fokus på at generere ydeevneforbedringer samt levere en reel og langvarig forandring af vores kunders driftsmodeller for at generere finansielle fordele. Vi samarbejder med nogle af verdens mest progressive varemærker, herunder Sky, Shop Direct, Bouygues, Direct Energie, KPN, Vodafone, La Redoute, Michael Kors og Valentino.

Med hovedkvarter i Paris, Frankrig, har virksomheden øget sin omsætning med mere end 250% de sidste 4 år ved at investere i medarbejdere og arbejdsmiljø, samt udvikle den analytiske og driftsmæssige kapacitet for at levere et transformerende outsourcing-forslag der adresserer udfordringerne ved en omni-kanal verden.

Webhelp er ejet af deres ledelse samt KKR, et førende globalt investeringsfirma, fra og med marts 2016.

Mere information kan findes på www.webhelp.com

Om Runway

Runway, som er stiftet i 2003 af Nils Sundling, er blevet den ideelle nearshoring partner for skandinaviske og andre europæiske virksomheder på udkig efter outsourcing-tjenester. Runway BPO er en fuldt integreret BPO-servicevirksomhed, som har kapacitet til at levere forskellige outsourcing-tjenester der er individuelt tilpasset hver kundes specifikke behov og krav. I øjeblikket betjener Runway deres kunder med over 1.000 medarbejdere fra 9 lokaliteter i 5 lande – Letland, Litauen, Estland, Ukraine og Spanien.

Mere information kan findes på www.runwaybpo.com

 Om overtagelsen

Avendus Capital optrådte som eksklusiv finansiel rådgiver for Runway, mens Webhelp blev rådgivet af deres juridiske og finansielle team hos DLA Piper, Jeremy Scemama, Elise Aubert og Julien Berger.