Webhelp Netherlands announces the acquisition of Telecats

Webhelp Netherlands, a leading player in the transformation of customer experiences, is pleased to announce the acquisition of Telecats, a company specialised in the deployment of voice and speech technology.
Customer experiences and business processes are changing rapidly due to the increasing use of technology. This acquisition confirms Webhelp’s growing reputation as a technology enabler and strengthens its position as the best partner for innovative customer contact solutions.

Speech technology increases quality and efficiency in customer contact
Telecats is the Dutch market leader for speech recognition in customer contact solutions. These solutions include customer identification, call steering, self service and analytics. The use of speech technology in contact centres has been proven to increase NPS and employee satisfaction, whilst reducing average handling time and repeat traffic. The Telecats systems are used by a large number of clients, including leading blue chip Dutch and European companies, and handle millions of calls each month.

Gert-Jan Morsink, CEO Webhelp Netherlands and member of the Board of Directors at Webhelp said: "We are very pleased with this acquisition and the new opportunities this presents to our clients. Our clients can expect to see us drive a new technical agenda for smart solutions with best in class technology paired with our unrivalled human touch. This allows us to further improve the customer experience whilst reducing the total cost of ownership through smart solutions.”

Wim Luimes, CCO of Telecats about the deal: “I am very enthusiastic about the possibilities for our company. The international portfolio and Webhelp’s ambitions will undoubtedly help us meet our growth ambitions. As experience innovators we could not have found a better partner and look forward to making use of our combined expertise to create a sustainable improvement in customer experience.”

Telecats’ headquarters will remain in Enschede and will facilitate the anticipated growth over the coming years. The current management and staff have maintained a significant interest in the company. The day to day operations will continue to be led by the current management; Jan Willem Mulder, Martin Spitholt and Wim Luimes.

Earlier acquisitions and partnerships
Webhelp is a leading global business process outsourcer with a portfolio focusing on service provision, solution design and technology enablement. In 2016 Webhelp acquired several companies focusing on social media strategy (Netino) and digital strategy (MyStudioFactory) showing its continued commitment to being a business process partner for its clients.


Webhelp Enters Russian-speaking Market with Latvian Expansion

Leading global business process outsourcing and customer experience expert Webhelp, has announced plans to expand its business with the addition of a new site in the capital of Latvia, Riga.

With 40% of the population in Latvia speaking fluent Russian, this move allows Webhelp to offer an additional non-European language capability from a base in the EU.

Webhelp has already secured a high profile new client to occupy the site and recruitment for more than 200 Russian speaking technical advisors and management positions is beginning now.

Olivier Duha, co-founder of Webhelp, said: “It is great news that we are able to expand our business into the Russian speaking market with the addition of this new site in Latvia. We already have one very high profile new client that we will service from this site and I’m sure many more will follow.

“Webhelp’s strategy is to grow the business geographically and through sector expertise. This move adds both an additional language capability and a new country to our portfolio, which is very exciting.”

Arvils Ašeradens, deputy prime minister of Latvia and minister of economics, welcomed the news: “Developing new export opportunities and attracting foreign investment are among the main priorities of the Latvian government. I am pleased to see the successful outcome of my visit to Sweden and the meeting with Webhelp Nordic CEO, Terje Andreassen, bringing benefits to both parties. The decision of Webhelp to open an office in Riga is a significant step towards closer and deeper cooperation between both countries.

“For Nordic companies we are the "Affordable North” - sharing the same work ethics, with a good understanding of the Nordic culture, yet having one of the EU's best wage adjusted labour productivity in administrative services, and with experience in Russian and Eastern markets.

“We are proud Riga will be the location for Webhelp services and it acknowledges our ability to provide the highest quality service for the most demanding customers."

Webhelp will initially be recruiting more than 200 Russian speaking people to work at the Riga site where they will be handling Russian language technical support calls for a major international technology brand. Full training will be provided for all new colleagues in Riga beginning in June 2017, once the office has been refurbished.

Terje Andreassen, CEO of Webhelp Nordic, who will be responsible for the Latvian business, said: “We are very excited to be expanding into this new territory. Initially we will be recruiting over 200 people, but we anticipate strong growth for this business and therefore we hope to recruit additional people in the future. We are excited by the prospects of our business in Latvia. It is a welcoming climate for business and we are very impressed by the available pool of talent here.”

Andris Ozols, director of the investment and development agency of Latvia, commented: “We are proud that Webhelp has chosen Latvia as its new location, as global business services is one of our strategic sectors for investment promotion. Because Latvia has highly developed communications infrastructure, qualified and motivated professionals with language and communication skills, we are a prime destination for servicing international customers. Also, with its central location, Riga is well connected with other major European cities. I am convinced that the new center in Riga will quickly prove that it really is the best place for Webhelp to take on new challenges.”

If you would like more information on the available positions or to apply, contact: Camilla Rose on +45 8816 6616 or camilla.rose@nordic.webhelp.com