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.

.

 


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.


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.


Adoption of the Organization Model of Legislative Decree 231/2001

The Model represents, in accordance with Art. 6, paragraph 1, lett. a) of the Decree, an act issued by the governing body of WEBHELP PAYMENT SERVICES ITALIA SRL and constitutes the company’s internal regulations which are binding on it.

WEBHELP PAYMENT SERVICES ITALIA SRL believes that the adoption of the Model constitutes, beyond the legal requirements, an additional valid instrument to raise awareness among directors, employees, colleagues and partners, and encourage them, in carrying out their own activities, to act in a lawful, upright and transparent manner in line with the ethical and social values which inspire the company in pursuing its own corporate object.