Press Release: Jean-Baptiste Decaix appointed Chief Client Officer of the Webhelp Group, member of the Executive Committee.

Paris, June 22th 2020. With the appointment of Jean-Baptiste Decaix as Group Chief Client Officer, Webhelp reinforces its international senior management and reaffirms its ambition to become a top 3 worldwide leader.

A graduate of CentraleSupélec and an executive MBA from ESSEC-Mannheim, Jean-Baptiste began his career at Lucent Technologies in Asia, then joined Completel in 2000 to manage the key accounts Pre-sales & Service activities. In 2006, he joined Bain & Co. in Europe and then in Australia, to lead growth strategies, M&A, post-merger integrations, and operational transformations within international groups and for investment funds. In 2015, Jean-Baptiste joined Webhelp as Chief Delivery & Transformation Officer - member of the Executive Committee - to steer the integration and transformation of the multiple international acquisitions as well as the management of Group Operations.

His expertise and business successes has contributed to Webhelp's growth and international transformation; tripling turnover from €520M in early 2015 to €1.5B in 2019.

As Chief Client Officer, Jean-Baptiste will lead the international accounts line of business and strengthen the account management excellence across Webhelp group. He stated: "At a time when Webhelp is entering a new chapter in its history with its new investor Groupe Bruxelles Lambert, it becomes critical to further accelerate our international growth, partnering with our clients and delivering them customer-centric, tailor-made and innovative solutions. These clients represent 2/3 of our future growth and their loyalty is a major pillar of our strategy."

The mission led by Jean-Baptiste Decaix will contribute to achieving Webhelp's ambition to develop long-lasting and valuable partnerships and make the Group a world reference in customer experience.
 

About Webhelp:

Making business more human for the world’s most exciting brands.
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 that include customer experience solutions, social media moderation through and 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. By choosing Webhelp they access the passion and experience of 55,000 game-changers from more than 140 locations in 35 countries. 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 GBL, a leading global investment holding, as of November 2019. 
 


Jean-Baptiste Decaix appointed Chief Client Officer of the Webhelp Group, member of the Executive Committee.

Paris, June 22th 2020. With the appointment of Jean-Baptiste Decaix as Group Chief Client Officer, Webhelp reinforces its international senior management and reaffirms its ambition to become a top 3 worldwide leader.

A graduate of CentraleSupélec and an executive MBA from ESSEC-Mannheim, Jean-Baptiste began his career at Lucent Technologies in Asia, then joined Completel in 2000 to manage the key accounts Pre-sales & Service activities. In 2006, he joined Bain & Co. in Europe and then in Australia, to lead growth strategies, M&A, postmerger integrations, and operational transformations within international groups and for investment funds.                                                                                                                          In 2015, Jean-Baptiste joined Webhelp as Chief Delivery & Transformation Officer - member of the Executive Committee - to steer the integration and transformation of the multiple international acquisitions as well as the management of Group Operations.

His expertise and business successes has contributed to Webhelp's growth and international transformation; tripling turnover from €520M in early 2015 to €1.5B in 2019. As Chief Client Officer, Jean-Baptiste will lead the international accounts line of business and strengthen the account management excellence across Webhelp group.

He stated: "At a time when Webhelp is entering a new chapter in its history with its new financial partner Groupe Bruxelles Lambert, it becomes critical to further accelerate our international growth, partnering with our clients and delivering them customer-centric, tailor-made and innovative solutions. These clients represent 2/3 of our future growth and their loyalty is a major pillar of our strategy." The mission led by Jean-Baptiste Decaix will contribute to achieving Webhelp's ambition to develop longlasting and valuable partnerships and make the Group a world reference in customer experience.

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Fast Fashion, online retail growth and the future of the high-street

As fast fashion brand Boohoo adds more failing high-street brands to its online portfolio, sector expert Kellyann McCafferty, Account Director for the Webhelp UK Region, takes the retail temperature and considers the way forward for beleaguered high street brands.   

It’s no secret that the world of retail has been profoundly affected by the COVID-19 crisis, and the ripples have been felt across the sector with the demise of popular brands like Cath Kidston and Laura Ashley and the high profile store closures of industry stalwarts like Debenhams.

There were shockwaves again this week, with the announcement that digital fast fashion company Boohoo, was to add to its stable of brands with the acquisition of the online divisions of failing high street stores Oasis and Warehouse.

This news illustrates how the gap is quickly widening between traditional brick and mortar retail and the fortunes of purely (or primarily) online services, like Boohoo, Very.com and Freemans Grattan Holdings.

After initial concerns over supply chains, and a dip in March due to the lock down effect, unlike high-street stores, most online brands are now firmly back to business as usual, with Boohoo and The Very Group reporting growth in retail sales overall.

However, this hasn’t come easily, and the hidden building blocks to online success stories (like these) are early adoption of new technology and better business process services; including the creation of smooth customer interactions across all channels and excellent customer service management operations and systems.

At Webhelp, we guide our clients through this transformational journey, and as Webhelp UK CEO David Turner confirms, we believe that:

Investment in technology infrastructure is absolutely critical. At Webhelp we have already made significant investments in our digital and automation capabilities to help clients improve customer experience and reduce costs using digital self-service, whilst leveraging technologies such as chatbots to reduce volumes of non-complex and low value interactions.”

And retail will have to adapt quickly, as it remains the single largest private sector employer in the UK, with 2.9 million people working the sector, and annual sales totalling a staggering £394bn. In 2019, online retail accounted for less than 20% of these sales, but the next financial year is likely to report a vastly different statistic.

Grocery retail has been cited as one of the big success stories during COVID, with high profile retailer’s like Asda and Sainsbury’s stepping up with feed the nation campaigns, and drastically increasing their online capabilities to support both everyday shoppers and vulnerable customers during the outbreak.

The big players in the consumer electrical markets, like Dixons Carphone, have also witnessed an upswing in online purchases, with everything from Smart TV’s, laptop’s, printers, desks to ovens, fridge freezers and washing machines, becoming hot commodities as people nested into their homes for both work and leisure.

However, the key questions will be, as the world comes out of lockdown, will our shopping behaviours have changed for good? And, what will this mean for both the economy and the future of the high-street? With revenues falling hard in May, the BRC – who are the go-to trade association for all UK retailers - warned that shops face a “fight for survival” in the coming months with tough new physical distancing and health and safety requirements.

It was widely reported in April of this year, that sales had gone from £650m a month to zero for fast fashion brand Primark; however, it seems that we haven’t lost our appetite for a bargain, as huge queues were reported as the stores finally opened their doors again in England this week.

It is my belief that, while COVID-19 may have changed our online behaviour and will increase the amount we buy on line, the experience of shopping in a store environment is something that most people still enjoy. We may yet see a few more casualties, but the high-street will slowly recover.

The concept of experiential retail will continue to grow, with physical shopping becoming more of a leisure activity, like the restaurant industry, a focus for Instagram snaps and social clout.

However, we can’t ignore the fact that this crisis has given a very clear warning to big brands who have not yet embraced an omni-channel approach, as relying on a single channel for sales or customer service is now revealed as a very risky proposition.

At Webhelp we believe that customer experience providers should offer a responsive, flexible and robust approach, safeguarding their client’s business as their own, especially under crisis. Whilst always looking for new ways to use the best technology and people to future proof their operations.

We are working with our clients to share some of our innovative partnership approaches in future blogs, so watch this space for future updates. In the meantime, read our expert insight on the future of travel from international sector expert and Webhelp Global Director Nora Boros, or click here to get an in-depth view of our services.

 

 


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!


Why are human moderators still essential?

Understand the unsaid
Humans remain the best in reading, interpreting and understanding content. Often times AI powered moderation fails to decode hidden meanings. On the other hand, humans are intuitive by nature, they are able to read between the lines and understand straight away. This helps to avoid the wrong flagging of content.

Authentic conversations
Don’t we all want to wow our customers with an exceptional customer experience? And the best way to do that is by creating real conversations with the audience. While AIs are programmed to be more conversational and interactive with customers, they aren’t humans and don’t have feels. They lack the humanity needed to connect with the customers on a personalized and engaging level.

Grasping the context
Taking English as an example, the same word can have different meanings depending on how it is used. Correspondingly, the same image can also have different meanings depending on the context it is used. It would be difficult for AI to determine the motive of a picture even if it detects it. For example, when giving reviews about a weight loss program, a customer may post a partially nude picture. Deciding whether the picture is appropriate or not, would be a challenge for an AI powered system. Contrary to that, a human moderator is able to immediately recognize the improperness of the image and conclude if it is acceptable or not.

Brand reputation
Upholding a good brand reputation is imperative for a company’s continued success. And because we live in an online world, the first place frustrated customers go to vent their disappointment is online. And the last thing such a customer would want is to receive a generic AI canned response. During such instances, humans are the best alternatives as they have the intelligence and know-how to solve such conflicts by even flipping a negative experience to a positive one and living the customer happy and satisfied.

Thanks to technology advancement, AI deep-learning and neural networks have enabled the automation of numerous tasks, such as image classification, speech recognition and natural language processing. In spite of that, AI content moderation is hampered with frequent errors. Even with the training of numerous examples, neural networks are still unreliable to make accurate judgements of cases that appear different from their training data.

Ultimately, effective Content Moderation requires a good mix between a robust AI powered system to instantaneously and correctly filter content without exposing the moderators to sensitive material, handle a massive content volume and also a very  adaptive team of empathetic moderatos with local cultural knowledge to accurately screen borderline user-generated content.


Five trends for travel in 2020

The travel, tourism and hospitality industry has been hit hard by the impact of the COVID-19 outbreak. However, many countries are now emerging from lockdown and the industry is moving forward with strategies to rebuild and recover from the crisis.

This process is likely to be complex and create transformation in the industry, which is covered in more detail here, by sector expert and Webhelp Global Director, Nora Boros.

But, the infographic below gives a bite size look at the support in place for the industry and the direction of five key travel trends for the future.


Privacy Policy Americas

CÓDIGO: GJ-T-R-E-001
PERSONAL DATA PROTECTION POLICY VERSIÓN: 1
EDICIÓN: 22/SEP/2020

PERSONAL DATA PROTECTION POLICY

1. OBJECTIVE

We acknowledge the importance of the security, privacy, and confidentiality of the personal information that our users, clients, suppliers, employees, and applicants provide to our Companies through the diverse communication channels available (including websites, apps, and physical documents, among others), and we are committed to their protection and proper processing in accordance with the legal regime for data protection applied to each region we operate in.

2. SCOPE

Therefore, the Policy scope is to communicate users, clients, suppliers, employees, and applicants, who own such personal information, the type of data and the purpose of the processing to make our provision of service feasible, the protection and the rights that assist them as information holders, and the procedures to exercise them.

This policy applies to all the countries where Webhelp Americas provides their services, at an internal level in all administration, management, coordination, and every processes throughout the company.

3. DEFINITIONS

  • Authorization: The expressed, informed, and prior consent from the holder to carry out the processing of their personal data.
  • Data base: An organized set of personal data that is subject to undergo processing according to the law.
  • FILES: A set of documents kept by the company where information regulated by the law is featured.
  • Personal data: Information that is linked or may be associated to one or several determinate or determinable natural individuals.
  • Sensitive data: Those that affect the holder’s intimacy or, if misused, can lead to discrimination; such as, those who reveal ethnicity or racial origin; political orientation; philosophical or religious beliefs; participation in unions, social organizations, or human rights associations; and data related to their health, sexual life, and biometric data.
  • HABEAS DATA: It is the constitutional right that all individuals have to know, update, and rectify the information that has been collected from them at data bases, and the remaining rights, liberties, and constitutional guarantees related to the collection, processing, and circulation of personal data.
  • Processing person in charge: The natural or legal person in charge of the personal data processing on behalf of the company.
  • Processing responsive person: The natural or legal person that decides upon the bases and the data processing.
  • Third party: Any natural or legal person different from the individuals that belong to Webhelp Americas Group.
  • Data holder: The natural person whose personal data undergoes processing.
  • Data transference: Data transference happens when the responsible and/or responsible person in charge of the personal data processing at Webhelp Americas sends the information or the personal data to a receptor who, at the same time, is responsible for the processing and is located in or outside the country.
  • Transmission: The personal data processing that implies the communication inside or outside the territories where Webhelp Americas offers their services, when it aims at the performing of a data processing by a person in charge of such processing on behalf of the responsible person.
  • Processing: Any operation or set of operations about personal data such as recollection, storage, usage, circulation, or elimination.

4. INITIAL CONDITIONS

N/A

5. POLICY INQUIRY

Webhelp Americas makes this policy available to all personal data holders at their corporate website, https://webhelp.com/es/.

6. WEBHELP AMÉRICAS GROUP DATA PROCESSING AND PRIVACY POLICY

6. 1. LIABILITY

Processing Responsible: The Companies
Phone number: + 57 4 444 38 20
E-mail: protecciondedatos@onelinkbpo.com

6. 1.1. AUTHORITY

Corporate Security Direction

6. 1.2. WHO ARE WE? – THE COMPANIES

COLOMBIA.

ONELINK S.A.S NIT 900964443-0, Aventura Shopping Mall, 7th Floor, Carrera 52#65-61, Medellín, Colombia.
GETCOM COLOMBIA S.A.S NIT 900596020-1, Niquía Station Shopping Mall in Bello, 6th Floor, Medellín, Colombia.
GETCOM SERVICIOS S.A.S NIT 900.733.568-1 Niquía Station Shopping Mall in Bello, 6th Floor, Medellín, Colombia.
EXPERT COLOMBIA S.A.S NIT 900801459-9, Aventura Shopping Mall, 7th Floor, Carrera 52#65-61, Medellín, Colombia.

NICARAGUA.

ONELINK NICARAGUA S.A. RUC J031000251843, Rotonda El Periodista 300 meters South, Ofiplaza El Retiro, Building # 6, 3rd Floor.
XPERTS NICARAGUA S.A. RUC J0310000301115, Rotonda Cristo Rey 150 meters West, Juan Pablo II Track.

EL SALVADOR.

GETCOM S.A. DE C.V. NIT 0614071175-002-8, Los Próceres Blvd. and Avenida infantería, Colonia José Manuel Arce, GETCOM Building, San Salvador, El Salvador.
ONELINK S.A. DE C.V. NIT 0501140514-101-9, Torre Cuscatlán Blvd. Los Próceres and Av. Albert Einstein, 7th Floor.
TETEL S.A. DE C.V. NIT 0501180614-101-1, Torre Cuscatlán Blvd. Los Próceres and Av. Albert Einstein, 7th Floor.

GUATEMALA.

ONELINK SOLUTIONS GUATEMALA S.A. NIT 90019253, 44 Calle 2-00 colonia Monte María 1 zone 12.
INVERSIONES EXPERTS GUATEMALA S.A. NIT 87451123, 44 Calle 2-00 colonia Monte María 1 zone 12.

MEXICO.

ONELINK SERVICIOS S.A DE C.V RFC: OSE180514FS7 Av 4338, jardines del Pedregral de san Ángel, Coyoacan.
ONELINK MÉXICO S.A DE C.V RFC: OME180514IG2 Av 4338, jardines del Pedregral de san Ángel, Coyoacan

6. 2. PRIVACY POLICY CONSENT AND DATA PROCESSING PURPOSES

For the purpose of this policy, “Processing” is understood as any operation or set of operations about personal data such as recollection, storage, usage, circulation, or suppression of such data.

The consent to this Privacy Policy and Personal Data Processing, according to its terms, happens when the user, client, supplier, employee, or applicant provides their personal data through any of the channels or means of communication established by THE COMPANIES.

When accepting the Privacy Policy, each one of our users, clients, suppliers, employees, or applicants, as information holders, authorize THE COMPANIES to perform the data processing in a total or partial manner; including the collecting, storage, recording, usage, circulation, processing, suppression, transmission, and transference inside the country and/or third party countries, according to the terms established at the current Privacy Policy and for the data processing purposes described in this document, especially to:

  • Use the received information aiming at the marketing of its own products and services, as well as those of third parties for which THE COMPANIES keep a business relation with, depending on the region where the processing is performed and their regulations.
  • Supply the information and personal data to the control and surveillance, administrative, police and legal, national and international authorities in virtue of a legal or regulatory requirement; and/or use or disclose this personal information and data in defense of THE COMPANIES, their clients, our websites or their users’ rights, and/or their property to detect or prevent fraud in order to prevent, detect, apprehend, or prosecute criminal offenses.
  • Allow the access to personal information and data to the auditors or third parties hired by THE COMPANIES to perform internal or external auditing processes related to the business activities carried out by the Organization.
  • Check and update the clients and users’ information and personal data in the development of the business activities carried out by the companies.
  • Hire third parties to store and/or process the personal information and data for the proper execution of contracts made with us under the internal, legal and regulatory, security and confidentiality standards to which we are obliged.
  • Transfer their information and their personal data to the new entity in control of THE COMPANIES or the business unit in case of control change from one or more of THE COMPANIES or any of the business units through merge, acquisition, bankruptcy, split, or creation. If there is a change in the person responsible for the data processing because of the control change, such situation will be informed to the personal information and data holders so they can exercise their rights according to the applicable law. The conditions in which the holders can exercise their rights will be indicated at the moment of reporting the control change.
  • Handle the personal information for the proper management of all the processes related to Human Resources within the companies as well as for sending the related information to those processes such as: promoting the verification and evaluation of applicants in the selection processes at the companies, the control and follow-up of the hiring process, the support and execution of the collective benefits derived from an employment contract.

6. 3. PERSONAL INFORMATION AND DATA WE PROCESS

6. 3.1. AS A RESPONSIBLE ENTITY

THE COMPANIES can collect personal information and data from users, suppliers, employees, and applicants. Such information may vary depending on the requirements from local authorities, technological facilities, nature of the product and/or service to provide, among others. For such purposes, we can collect the following personal information which can be stored and/or processed at servers located at computing centers, whether owned by the companies or hired from third parties, located in different countries. Based on the transparency principle, we have created a list of personal data to be processed by the companies:

  • General Data for Identification: User, client, supplier, employee, or applicant’s name, last name and date of birth, ID number, gender, marital status and/or kinship to minors or disabled people who request for our services, occupation, or profession.
  • Location Data: Home and/or personal and/or working email address, nationality or country of residence, nationality and country of residence, personal and/or working land line and mobile phone numbers, current employer and position.
  • Sensitive Data: Health, biometric data, including images, photographs, videos, voices and/or sounds, fingerprints that identify or make it possible to identify our users, clients, suppliers, employees, applicants, and/or any individual that is found or transit at any premises where THE COMPANIES have set up pieces of equipment and information, as well as movement control and surveillance in general.

The information and personal data holders will not be obliged to authorize the processing of sensitive data at any circumstance. Notwithstanding the abovementioned, in the cases the information holders supply any sensitive personal data to THE COMPANIES in order to provide the service accordingly, they must explicitly consent for THE COMPANIES to process the sensitive personal data or information as established at the current Privacy Policy.

6. 3.2. AS ENTITY IN CHARGE

In virtue of the business operation, THE COMPANIES process their clients’ data in their capacity as entities in charge and based on the regulations, policies, and contractual guidelines conveyed by them, as responsible for their consumers’ data processing, as well as the compliance of the normative dispositions related to the individuals in charge which are applicable in the corresponding territories. THE COMPANIES count on the necessary security measures to process their clients’ data properly in their role as entity in charge according to their clients’ policies, and the regulatory guidelines from every country.

The strategy regarding personal data and their processing policies are defined by the responsible areas for Government, Risk, and Compliance (GRC).

CALIFORNIA CONSUMER PRIVACY ACT (CCPA).

According to the established dispositions by the “CALIFORNIA CONSUMER PRIVACY ACT,” THE COMPANIES can store or know about personal data or information from California state residents in the USA, by serving exclusively as “Service Provider” and in accordance with the business relation and their clients’ instructions. THE COMPANIES do not collect, nor store or process California state residents’ data on their own or for their own use or benefit; moreover, THE COMPANIES do not take decisions about the way as their clients deal with or instruct how to process the holders’ personal information.

THE COMPANIES count on a scaling matrix to the area or responsible individual designated by their clients to direct the requests regarding personal data processing, including California residents’ personal information; consequently, they will refer the data holders to the established channels for the assistance in such requirements by each client.

6. 4. PERSONAL INFORMATION AND DATA PROCESSING PURPOSES

6. 4.1. GENERAL.

The collected personal information and data are used to process, confirm, comply, and provide the acquired services directly and/or with the participation from other companies or third-party product or service suppliers, promote and advertise our activities and services, conduct business transactions related to payments or charges, comply with legal procedures, fill reports or comply with the requirements from the different national and international control and surveillance administrative authorities, police or legal authorities, banking institutions and/or insurance companies for internal administrative and/or commercial purposes, including market research, audits, accounting reports, statistical analysis, billing, fraud identification, and asset laundering prevention as well as other criminal activities and other purposes indicated in this document.

The personal information and data processing, from the responsible entities and the ones in charge, is framed by the guarantee and respect of the processing principles, as defined by the applicable law. These principles are related to lawfulness, legality, liberty, transparency, consent, information, quality, restricted access and circulation, purpose, loyalty, proportionality, security, and confidentiality.

We inform clients, applicants, and users that third parties can be involved in the development of the activities performed by THE COMPANIES, including security tools suppliers for the processing of bank transactions, banking entities, insurance companies, our representatives or agents, and operators. They are also informed that such activities can be provided in countries different from the ones the service has been hired, without limiting other purposes that have been informed in this document, and within the terms and conditions that each one of the products and services from each one of our business units and/or under those third parties’ Privacy Policies.

6. 4.2. SUPPLIERS

The collected information can be used for the following purposes:

  • Carry out evaluations and the selection of potential suppliers.
  • Comply with the tax and legal aspects from government and regulatory entities.
  • Set business relations to acquire goods or services. Control and pay for the goods and services received.
  • Qualitative and quantitative evaluations of the service levels received by the suppliers
  • Communication of the policies and procedures regarding the way to do business with the suppliers.
  • Control process and accounting record of the duties acquired with the suppliers.
  • Consulting, auditing, and reviews derived from the business relation with the suppliers.
  • Any other activity necessary for the effective compliance of the business relation between the supplier and the companies.
  • Risk lists verification.
  • Financial analysis (for those suppliers in which it applies due to the purchase policy).

6. 4.3. EMPLOYEES, RETIRED PERSONNEL, AND APPLICANTS

The consent to this Privacy Policy and Personal Data Processing, according to its terms, occurs when the Candidate and/or Applicant, Collaborator hired through an employment contract, linked Third Party, Retired and/or Pensioner collaborator provides their personal data through any channel or any means established by the companies for the correct execution of the different processes and procedures by Human Resources.

As defined in this document, the collaborator and/or the third parties associated through an employment contract, that provide their own personal data and/or from data holders belonging to their family unit and/or their beneficiaries, knows and accepts that the Companies carry out a Personal Data Processing for the purposes intended in this policy by guaranteeing the transparency and compliance of the actual regulations and the Organization’s internal policies. When the Collaborator and/or third parties associated through an employment contract act through representation or stipulation in favor of another or by other, it is understood that it is performed under the principle of good faith.

When accepting this Privacy Policy, and at the moment of signing the consent at the contract signing, each one of the information Holders (including the ones from the family unit and/or beneficiaries from the Collaborator associated through an employment contract) authorizes that the Companies partially or totally perform the Processing of their personal data, including its collection, storage, usage, circulation, recording, processing, delivery, and/or national and international transference and only for the purposes hereby described.

6. 5. PERSONAL INFORMATION AND DATA PROCESSING VALIDITY

The validity of the information depends on its purpose compliance; therefore, the information provided by the users, clients, suppliers, employees, or applicants can be stored for up to ten (10) years following the date of the latest data processing for us to comply with the legal and/or contractual obligations they are responsible for especially in accounting, fiscal, and tax matters or for the time needed to deal with the dispositions applicable to any of such matters: the administrative, accounting, fiscal, legal, or historical aspects of the information or in any event as expected by the law and the provision of service.

6. 6. INFORMATION RELIABILITY

The users, clients, suppliers, employees, and applicants must provide truthful information to the COMPANIES in order to formalize the reservation and to make it feasible to provide the hired services as well as for any other services required.

THE COMPANIES assume the truthfulness of the information provided by the users, clients, suppliers, employees, and applicants and will not assume the obligation to check the reliability of the users, clients, suppliers, and applicants’ identity, nor the truthfulness, validity, sufficiency, and authenticity of the data provided by any of them. Therefore, the companies will not assume any liability for any damages of any nature resulting from the lack of truthfulness, validity, sufficiency, or authenticity of the personal information and data, including damages resulting from homonymy or identity theft.

6. 7. PERSONAL INFORMATION AND DATA PROTECTION, SECURITY, AND CONFIDENTIALITY

The personal information and data protection, security, and confidentiality of our users, clients, suppliers, employees, and applicants are of high importance to THE COMPANIES.

THE COMPANIES count on security policies, procedures, and standards which can be modified at any moment whenever they require so as the aim is to protect and preserve the integrity, confidentiality, and availability of the personal information and data, independently from the media or format it is contained in, their temporary or permanent location, or the way they have been transmitted. In that sense, we rely on security technological tools, and we implement security practices known in the industry that include: sensitive information transmission and storage through safe mechanisms such as coding, the use of safe protocols, technological components insurance, information restricted access to authorized personnel only, information backup, safe practices for software developments, among others.

Every contract signed between THE COMPANIES and third parties (contractors, external consultants, temporary collaborators, etc.) that involve the personal information and data processing of our users, clients, suppliers, employees, and applicants include a confidentiality agreement that describes their commitment to the protection, care, security, and preserve their confidentiality, integrity, and privacy.

6. 8. INFORMATION HOLDER RIGHTS

The information Holder is informed about their rights granted by the applicable laws as personal data Holder. Those rights are as follows:

  • Know, update, and rectify their information and personal data to the entity responsible for or in charge of their personal information and data processing.
  • Request proof of the authorization granted to the responsible entity in charge of the Processing except for when it is explicitly excluded as a Processing requirement.
  • Be informed by the entity responsible for or in charge of the Processing, upon prior request, about the use that has been given to the Personal information and data.
  • File complaints about infringement to the personal data protection regulation to the competent authorities as applicable.
  • Revoke the consent and/or request the elimination of the personal information and data based on the terms presented in this document.
  • Access to their personal information and data that has undergone Processing, upon prior request to The Companies, in the current regulatory terms as applicable. For more than one inquiry placed every calendar month, The Companies will charge the shipping, reproduction fees; and if given the case, the certification of documents to the requesting Holder.

6. 9. RESPONSIBLE AREA FOR PERSONAL DATA PROTECTION

Processing Responsible: Corporate Security Management.
Phone number: 57 4 444 38 20
E-mail: protecciondedatos@onelinkbpo.com

6. 10. GENERAL PROCEDURE FOR THE EXECUTION OF USERS, CLIENTS, SUPPLIERS, EMPLOYEES, AND APPLICANTS’ RIGHTS AS PERSONAL INFORMATION HOLDERS.

THE COMPANIES’ users, clients, suppliers, employees or applicants have the right to know about the details about their personal data processing and to exercise their rights as their Holders under the applicable data protection terms and as established by the current Privacy Policy.

In order to apply the previous information, the current policy defines the general procedure to exercise the information Holders’ rights, unprejudiced of the application of the specific provisions and procedures that local laws can contemplate in every territory. Given any discrepancy within the general procedure and the specific provisions and regulations contained at the local applicable laws in each territory, the specific provisions will prevail.

The Personal Data Privacy area is the one responsible for promoting and enforcing the compliance of the Personal Data Protection Program within the Organization. For this reason, the Organization has enabled specific attention channels for the petitioners to exercise their rights on Personal Data Processing, i.e. the email address protecciondedatos@onelinkbpo.com

If the request is incomplete, OneLink will ask the petitioner to fix the mistakes within five (5) days after the inquiry has been received.

The required information must be presented by the petitioner within the two (2) subsequent months to the request; if not done, it will be understood they have desisted.

The maximum time for OneLink to attend the request is fifteen (15) business days taken from the following day the request was received. If the request is not possible to be attended in that time, the petitioner will be informed about the reasons for the delay and the date they will have their request fulfilled, which cannot exceed more than eight (8) working days following the first overdue deadline.

6. 11. REQUESTS

  • The information Holder and/or who acts on their behalf must validate their Entitlement in order to avoid the loss, request, unauthorized or illegal use or access from an individual different from the Petitioner and/or someone who does not have the legal permission to act as such.
  • The Holder’s validation will be carried out by presenting a physical or digital copy of the relevant ID according to the means by which the request was placed.
  • When the request is done by a person different from the holder, the Third party must validate their identity or mandate in the proper way to act on their behalf by sending the supporting documents.
  • The request to exercise any of the aforementioned rights must be presented by a physical and/or digital written document through any of the channels enabled by the Organization and that have been identified in the current Privacy Policy for that purpose.
  • The request to exercise any of the aforementioned rights must contain at least the following information:
    • Petitioner’s name, their representative, and/or the person that exercises the right under their name.
    • Concrete, precise, and justified request of the required right.
    • Physical and/or electronic addresses for notifications.
    • Petitioner’s signature according to the means by which the request was placed.
  • The request will be managed by the area and/or delegate in charge of personal data protection within the organization only when the Ownership is accredited, and it complies with all the aforementioned requirements.

6. 12. CLAIMS

  • The information Holder and/or who acts on their behalf must validate their Entitlement in order to avoid the loss, request, unauthorized or illegal use or access from an individual different from the Petitioner and/or someone who does not have the legal permission to act as such.
  • The Holder’s validation will be carried out by presenting a physical or digital copy of the relevant ID according to the means by which the request was placed.
  • When the request is done by a person different from the holder, the Third party must validate their identity or mandate in the proper way to act on their behalf by sending the supporting documents.
  • The request to exercise any of the aforementioned rights must be presented by a physical and/or digital written document through any of the channels enabled by the Organization and that have been identified in the current Privacy Policy for that purpose.
  • The request to exercise any of the aforementioned rights must contain at least the following information:
    • Petitioner’s name, their representative, and/or the person that exercises the right under their name.
    • Concrete, precise, and justified request of the required right.
    • Physical and/or electronic addresses for notifications.
    • Required documentation to support the request (if it applies).
    • Petitioner’s signature according to the means by which the request was placed.
  • The request will be managed by the area and/or delegate in charge of personal data protection within the organization only when the Ownership is accredited, and it complies with all the aforementioned requirements.

6. 13. PRIVACY POLICY MODIFICATIONS

We, THE COMPANIES, reserve the right to exercise modifications or updates to this Privacy Policy at any moment for legal developments, internal policies, or new requirements for the provision or offer of their services or products.

These modifications will be available to the public through the following media: visible advertisements in their premises or in our websites, Smartphone applications, or electronic kiosks (Privacy Notice) or via the last provided email address.

Subject to the applicable laws, the Spanish version of this Privacy Policy will prevail above any other version disclosed in another language. In the event of any inconsistency between this Privacy Policy in its Spanish version or any translation to any other language, the Spanish version will prevail.

6. 14. VALIDITY

This General Privacy Policy becomes effective from the day it is published.

7. REFERENCE DOCUMENTS

  • Statutory Law 1581 of 2012 – Personal Data Protection Law in Colombia.
  • External Possession of Personal Data Protection Federal Law (LFPDPPP in Spanish) in Mexico.
  • Law 787 of 2012 – Personal Data Protection Law Nicaragua.
  • General Data Protection Regulation EU 2016/679
  • California Consumer Protection Act (CCPA)
  • Additional acts, laws, or regulations that modify or add them.


Procedures

01 – List of Webhelp entities bound by the Privacy Policy : last edit 22/10/2019

02 – Definitions for privacy and security procedures : last edit 17/01/2019

03 – Data Protection Organisation and Governance : last edit 17/01/2019

04 – Privacy awareness and training program : last edit 17/01/2019

05 – Controller – Procedure for handling data subjects complaints : last edit 17/01/2019

06 – Processor – Procedure for handling data subjects complaints : last edit 17/01/2019

07 – Audit procedure : last edit 17/01/2019

08 – Personal Data Breach Notification : last edit 19/01/2019

09 – Data Protection Impact Assessment : last edit 17/01/2019


Privacy Policy – BCR

Download the full document here – Privacy Policy – BCR

At Webhelp, we believe that protecting Personal Data is not only a matter of security or compliance with a particular legal framework, but is a matter of individual and organisational commitment. Disclosing and sharing Webhelp standards through this Privacy Policy (hereinafter, the “Privacy Policy”) is of the utmost importance regarding the Data Subjects` legitimate expectations about how their Personal Data is Processed.

In the course of its activities, Webhelp processes both internal and Client Personal Data. In this respect, Webhelp protects the Personal Data it processes on its own behalf and on behalf of its Clients by the implementation of appropriate technical, physical and administrative measures and controls. Such controls shall ensure that the whole organisation is Processing Personal Data in a consistent manner, disregarding the nature and/or place of Processing.

This approach is particularly important due to the diversity of activities Webhelp covers on behalf of its Clients. As a consequence of the above and taking into consideration standards, regulations and laws applicable in the field of data protection, andthe requirements introduced by the European Regulation 2016/679 adopted on 27th April 2016 (hereinafter, the “EU Regulation”)

Webhelp will process data in accordance with the following principles:

  • Lawfulness–Personal Data shall be collected and Processed with the Data Subject having given consent to the Processing or when Processing is legitimate or necessary in accordance with Applicable Data Protection Legislation;
  • Fairness–Personal Data Processing shall take into account the specific circumstancesand context in which such Personal Data is Processed;
  • Transparency-Information and communication relating to the Processing of Personal Data shall be easily accessible, easy to understand, clear and in plain and simple language;
  • Purpose limitation–Personal Data shall be collected for specified, explicit and legitimate purposes and not further Processed in a manner that is incompatible with those purposes;
  • Data minimisation–Collected Personal Data shall be adequate, relevant and limited to what is necessary in relation to the purposes for which they are Processed
  • Accuracy –Personal Data shall be accurate and, where necessary, kept up to date. Every reasonable step must be taken to ensure that Personal Data that is inaccurate, having regard to the purposes for which it is processed, is erased or rectified without undue delay;
  • Storage limitation –Personal Data shall be kept in a form which permits identification of Data Subjects for no longer than is necessary for the purposes for which the Personal Data is Processed or any other lawful retention;
  • Integrity and confidentiality –Personal Data shall be Processed in a manner that ensures appropriate security of the Personal Data, including protection against unauthorised or unlawful Processing and against accidental loss, destruction or damage, using appropriate technical, physical and administrative measures;

Through this Privacy Policy Webhelp intends to share and specify the detail and the principles applicable to all Webhelp Entities and provide certain group-wide standards allowing the implementation of the Privacy Policy. Furthermore, Webhelp may make available specific, local or sectorial policies. Should there be a contradiction between this Privacy Policy and such specific, local or sectorial policies, the terms of the Privacy Policy shall prevail.

As the Privacy Policy aims at ensuring an adequate and consistent approach throughout the entire Webhelp organisation regarding Personal Data Processing, exceptions which could result from applicable legislations are not reflected in this Privacy Policy. As a consequence, local legislation shall be considered as an enforceable exception to this Privacy Policy and will be recorded accordingly.