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


Gobeyond merges with OEE consulting creating a customer experience leader

Webhelp, Europe’s BPO industry leader, accelerates differentiation with new consulting investment

KKR backed Webhelp today announces the acquisition of OEE Consulting and its merger with gobeyond to create an industry leading customer experience (CX) transformation services business with global reach.

The coming together of the two businesses will create a market leader and takes place as rapid advances in new technologies combined with fast moving trends in consumer behaviours, are challenging brands to rethink how they connect, serve and transact with customers.

Webhelp invested in the set-up of gobeyond in 2017 as a specialist digital and customer experience (CX) transformation services business to provide clients with end-to-end customer journey management as part of its diversification strategy. Whilst the gobeyond business is backed by investment from the Webhelp Group, it operates entirely independently in order to provide objective advice to clients. The combined business will continue to do the same.

Rapid first-year growth of gobeyond underscored the scale of the opportunity in the advisory services market. Today’s investment will further accelerate its ambition for gobeyond and OEE Consulting to compete as a specialist alternative to the global consulting firms. OEE Consulting is headquartered in Oxford, with a consulting, training and coaching team of 150 working nationally and internationally for clients including Lloyd’s Banking Group, Citibank, P&O Ferries, and Action for Children.

Increasingly clients are seeking both advisory and delivery services when it comes to engineering economic value from new advances in customer experience.

The enhanced portfolio of services provided by the combined business will include:

  • strategic advice and support; target operating model design;
  • customer and user journey design; model office for test and learn;
  • data science and customer analytics;
  • omni-channel evolution through contact centre technologies; messaging, chat-bot and automation

The combined business will have the capability to operate at a global scale. With over 300 people across UK locations including Oxford, Sheffield and Liverpool, and complemented by a strong network of international multi-lingual specialists, the business will be extremely well placed to take on large scale, multi-market assignments.

Mark Palmer, Managing Director of OEE Consulting, said “This exciting new partnership creates a disruptive organisation of a scale and capability that positions us as a leading customer experience transformation firm both in the UK and internationally. gobeyond’s managed services and technology offerings are highly complementary, and we’re confident that this provides a platform for accelerated growth.”

gobeyond Managing Partner Dave Rumble, said “OEE Consulting’s expertise in customer journey design and operations transformation will help us grow our service offering, increase our advisory capabilities, and ultimately drive our growth. The strength and the portfolio of services from the combined business is much greater than the sum of its parts, and we’re excited to continue on our upward path.”

Webhelp UK CEO David Turner, said “Today we are delighted to support the team at gobeyond in the knowledge that our investment is creating an industry leading customer experience transformation business with a greater global reach.

Together the combined OEE and gobeyond business will possess the advanced capabilities to grow internationally at a faster rate than they would apart. We believe that the rapid growth in end-to-end CX services will be complimented by our investment in gobeyond giving the Webhelp Group access to a broader portfolio of CX services and enhanced client opportunities.”

 


 

About gobeyond

gobeyond is a Solutions Service Provider business formed in the UK in 2017 with a growing international presence in Europe. A Webhelp company, gobeyond operates entirely independently of Webhelp, providing objective and impartial advice and Customer Experience Advisory services to a broad range of clients.

gobeyond’s Advisory, Managed Services and Technology teams diagnose, design and deliver customer management solutions and channel optimisation programmes to unlock significant business value – often as part of long term, annuity based value creation. With a distinctive and disruptive commercial proposition; gobeyond tests and refines services improvements in its innovative “Model Office” environment.  www.gobeyond.uk.com.

About OEE Consulting

OEE Consulting is an award-winning consulting firm. We design organisations that customers really want to do business with.

By working in partnership with client leadership teams we understand their true challenges, before developing bespoke solutions that leverage our business design skills, operations heritage, digital capability and cultural-change expertise. We embed sustainable change through our renowned implementation ability and market-leading learning and development function.

During our twenty-year journey we’ve supported organisations across many sectors with complex challenges. We’ve helped a leading bank revolutionise the experience of buying a home, supported a global insurance broker in dramatically reducing costs without impacting client service, and worked with a private hospital group to launch a ground-breaking self-pay proposition to patients. Headquartered in Oxford and working globally, our 150 consultants, coaches and trainers design and implement programmes that bridge countries, cultures and languages.

Our approach to delivering client service and value has been recognised with a Consulting Excellence award from the Management Consultancies Association, whilst our high levels of employee engagement have led to us becoming one of the Sunday Times top 100 small companies to work for. oeeconsulting.com