Webhelp continues its ambitious growth strategy and unveils two major acquisitions in Europe covering six new geographical regions

The Webhelp Group, a specialist in customer experience management and services has made two strategic acquisitions. Perry & Knorr acquired from Germany’s Walter Services and Italy’s OnLine will both join the Webhelp Group. 

The two companies have combined revenues of over €80 million and workforce of 2,000 people across Europe. The acquisitions will provide Webhelp with a presence in Germany, the Czech Republic, Italy, Austria, Switzerland and Poland. 

The announcement is the latest in a line of successful acquisitions over the past two years, including the purchase of SNT in the Netherlands – now Webhelp Netherlands - and the purchase of UK based HEROtsc – now Webhelp UK. The company also recently expanded into the South African market, opening sites in Cape Town and Johannesburg. 

With 58 customer experience centres and 27,000 employees globally, Webhelp now forecasts 2015 revenues of €650 million. 

These latest acquisitions give Webhelp an opportunity to establish itself in the German-speaking market – Europe’s largest – and to extend its pan-European coverage - Germany, Switzerland, Poland and Austria. 

The acquisitions from Walter Services of Perry & Knorr in Germany include centers in Berlin, Parchim, Flensburg and Kiel as well as the Walter international subsidiaries  in Switzerland, Austria, Poland and Romania. Customers include brands such as Nestlé, Swisscom and Austria Telecom 

Italian company OnLine is headquartered in Milan and specialises in outsourced delivery of sales processes for the IT sector. Its customer’s inlcude HP, Cisco and Microsoft. 

These acquisitions will help the Webhelp Group to expand its areas of expertise, especially selling and supporting IT products and solutions. The acquisition includes a multilingual platform based in Prague running programmes in 36 different languages that dovetails with Webhelp’s multilingual centre in Lisbon. 

These acquisitions are subject to approval by the competition authorities. 

Frédéric Jousset, Joint Chairmen and Founder, commented: “These latest acquisitions, together with our active policy of investment and innovation over several years, have strengthened our position as an expert in customer relationship services and solutions, while meeting the needs of our international corporate accounts. Webhelp has clearly established itself as a leader in the sector. 

These acquisitions were made possible by the backing of our principal shareholder, the Charterhouse investment fund, which has displayed its entrepreneurial spirit and unstinting support ever since it purchased its shareholding.”


Webhelp UK celebrates 795 years of service from longest-standing team members

Customer experience provider, Webhelp UK, has celebrated the 795 years of combined service achieved by its most dedicated team members, at two annual awards ceremonies.

A total of 69 team members were recognised for providing 10 years of service or more at Webhelp’s sites across the UK, as part of the ‘length of service’ celebrations. The events were held at the prestigious Trump Turnberry Resort in South Ayrshire, Scotland and the Grand Hotel, York earlier this month.

Webhelp UK chief executive officer, David Turner, chief operating officer Andy Doig and people director, Gillian Campbell joined team members and their families to present the awards on the night.

Providing customer experience solutions on behalf of leading brands which includes Sky and EE, Webhelp UK has a 6,000-strong team based across ten UK sites.

Webhelp UK’s longest-standing team member, Jacqui Reynolds, was awarded for her 20 years of service at its Rothesay customer experience centre in Scotland. Jacqui was one of the very first recruits at the Rothesay site, having begun her career as a receptionist before moving to the recruitment team and eventually becoming a campaign manager.

A further ten team members from Rothesay were recognised for their continued commitment to the business, with Catherine Docherty, Helen McCallum, Irene Hughes, Jacqueline Howard and Janet McKay all awarded for their 15 years of service at the site.

Fiona McCartan, Bridget McKay, Nicola Wilkins and Samantha Wilson also received awards for 15 years of service at the Dunoon customer experience centre, located on the west coast of Scotland with three more team members being recognised for 10 years of service.

Over 30 awards went to the team from the Dearne Valley centre in Yorkshire, with each member awarded for 10 years of service, while individuals from Webhelp UK’s Falkirk and Greenock sites were also rewarded for their length of service. Together, all 69 award winners have managed to accumulate just under 800 years’ worth of service in total during their time at Webhelp UK.

Commenting on the ‘length of service’ awards, David Turner, CEO at Webhelp UK, said:

“Celebrating the continued commitment of our team is something that is very important to us at Webhelp. Our people are at the very heart of our business and have played an integral role in the significant growth that Webhelp has experienced over the past 20 years. Each individual has also shown a real dedication to the motivation of their immediate teams, whilst their experience is a fantastic support to newer members. These day-to-day actions have a really positive impact on our community and the wider Webhelp Group and we are extremely grateful to our award winners, who should all be very proud of themselves for their long-standing service.”


Research suggests that nearly 90% of businesses are neglecting the customer experience

Today, the customer holds all the cards. This limitless power has been generated by a seismic shift in how we communicate.  Mobile technology means customers are continually in either buying mode or conversation mode; ready to appraise and detract as they feel the need. This gives brands a simple choice - adapt or die.

Pursuing customers as advocates requires businesses to deliver the optimum customer experience. To achieve this, organisations are striving to create genuine one-to-one, omnichannel customer contact; where all communication touch points are integrated and the company has a 360 degree view of each individual customer, regardless of the contact channel they choose.

However, research commissioned by leading customer experience provider, Webhelp UK, which interviewed 200 businesses around the world, paints a very different picture. Alarmingly, 89 per cent of businesses are yet to consolidate their customer experience offering across traditional voice and non-voice channels, despite non-voice contact almost doubling in the last two years (from 36 per cent to 68 per cent).

Whatç—´ even more perplexing is that 70 per cent of businesses have invested in the use of analytics to better understand customer journeys which would have almost certainly pointed them towards the increasing importance of an omnichannel model.

It seems that organisations are taking a positive first step by investing in intelligence but are then failing to act on the results and turning a blind eye to crucial analytics, a decision which could cost them dearly in the long run.

It is also surprising that 71 per cent of businesses across North America, Western Europe and Australia are not turning to Outsourcing as a way of breaching the gap between capturing voice of the customer data and then turning this into actionable insight and customer journey improvements. Outsourcing should be seen as a strategic tool to improve customer experience, based on a recognition that resources available in-house are not always going to be enough to deliver change.

As the years roll on and technology advances into the unfathomable, businesses need to keep up with new developments and meet changing demands. Putting the customer experience on the back burner or forgetting about your core audience all together could be the worst decision you ever made.

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Webhelp UK team scale Ben Nevis in charity climb for Cancer Research

A team of local customer experience advisors, from Webhelp UK, has taken on Britain’s highest mountain peak to raise over £2,000 for Cancer Research UK. The 17-strong team from Webhelp’s Kilmarnock and Dunoon sites travelled to the Grampian Mountains earlier this month to scale the Ben Nevis summit, standing at 1,344 metres above sea level. The climbers faced no shortage of challenges, tackling rain, wind and even snow on what was supposed to be a summer’s day in June. The weather conditions didn’t dampen the spirits of the team, who documented the ascent through a series of group ‘selfies’, whilst also taking part in the occasional snowball fight.

The climb successfully raised £2,300 in total for Webhelp UK’s 2015 charity partner, Cancer Research UK, marking a record for the most amount of money raised for a single charity event at the company.  The money was raised through generous donations from the team’s families, friends and colleagues. A number of successful bake sales were also held at the sites, raising over £300 towards the end total.

Webhelp UK climbs Ben Nevis charity event

Chris Chance, Head of Service for Webhelp UK, commented: “Our strap line for this year is ‘lean in, be brave’ and the team has done just that. I’ll not major on the facts and figures of Ben Nevis as we felt every step, change in gradient and degree of temperature change.

“The initiative was all about giving something back. Each member of the team put their body and mind through an incredible journey to raise over £2000 for an amazing cause. We all have personal reasons for participating in the climb and the team’s families, friends and colleagues past and present will all be incredibly proud of them.”


Webhelp UK attends prestigious ECCCSA awards ceremony

Webhelp UK, one of the country's leading customer experience providers,  attended the European Contact Centre & Customer Service Awards 2015 (ECCCSA) as a finalist in the Large Contact Centre of the Year category.

The business was recognised for the heavy investment made towards its state-of-the-art Derby site which boasts modern, bright and airy facilities making it a stimulating and enjoyable workspace for its people. Open plan in nature, the upgraded site seeks to make all levels of the businesses feel part of one, cohesive team.

Webhelp demonstrated hard work, dedication and commitment to foster an engaged and motivated workforce and placed heavy emphasis on employee engagement to drive performance, offering people the chance to build relationships within their local community through its sports, social, volunteering and charity programme, named Eventful.

The European Contact Centre & Customer Service Awards formally recognises professional excellence throughout the UK and Europe. It is a firmly established annual event, acknowledging and rewarding the best and most successful individuals and organisations in the contact centre and customer service industry.

WebhelpUK_ECCCSA_2015_Awards_CeremonyWebhelp_UK_team_at_ECCCSA_in_London