Webhelp Kosovo – Europe’s up-and-coming nearshore delivery market

Looking at it from a sector and size perspective, customer experience management is a challenging task for companies in the DACH countries. Operational challenges alongside macro-level (social level) disruptions have made the delivery of an excellent Customer Experience (CX) even more complex. 

In addition to the tight labour market and rising operating costs, the greatest challenges are increased compliance demands and the rapidly shifting CX delivery models. 

A future-oriented outsourcing service provider is characterized, among other things, by its choice of location, which is the perfect basis for outstanding customer service. For this reason, Webhelp has established several operations in Kosovo. Without doubt, Kosovo is one of the most significant and strategically beneficial business locations for the DACH market. 

This white paper “Driving CX Excellence in the DACH Region” examines the challenging conditions faced by companies in the DACH region and also highlights the Kosovo region, a perfect choice for high-performance nearshore solutions:

 

Webhelp Kosovo – Nearshore solutions made easy!

Created in collaboration with Peter Ryan, Principal Analyst at Ryan Strategic Advisory, this publication provides information and insight for those seeking an experienced Customer Experience partner who is established and strategically positioned in the most relevant nearshore regions.


The HUB #12 – Diversity In Business – January 2020

the Hub

Cheers to the new year! And with the new beginnings, we are not only happy to present our 12th edition of The HUB magazine, we are also delighted to welcome our new readers into the community!

In our latest issue, we take a look at one of our strengths as Webhelp: Diversity! And because we are a community of more than 55, 000 people who work from 36 different countries, what does diversity mean to us in a business environment? Meetings, languages salutations…read on to learn more about this interesting topic.

Can we believe everything we see? Deepfake videos that use a form of artificial intelligence to create falsified videos have grown at an alarming rate. Read all about this intriguing topic in one of our articles.

We also included thought-provoking topics such as, the three mistakes to avoid in social media management, two hearts and a “W” – the story behind our logo, Marketplace support through Webhelp Payment Services and a success story amongst many other topics.


Emotion: Establishing emotional connections with customers: What brands need to know

Disruptor series

The Webhelp Disruptor Series Part 3:

Emotion: Establishing emotional connections with customers: What brands need to know

Commissioned by leading customer experience provider Webhelp, the study looks at what brands need to know about emotional connections with customers. Survey findings plus exclusive content from experts, sector leaders, academics and frontline employees can be found in this whitepaper, part of Webhelp’s Disruptor series tackling customer experience industry challenges.


Banner_Raspberry

WebHEALTH goes above and beyond to raise funds and awareness.

This September we set out on our WebHEALTH Kilometer Challenge, traveling the circumference of the world in 30 days.

As a people-first company with a strong dedication to our social and environmental responsibility Webhelp embarked and completed an inspiring journey with great success.

By partnering up with STEPtember, a charity event raising funds for critical research on cerebral palsy, we’re happy to contribute to a world in which children will be able to overcome this debilitating motor disorder.

WebHEALTH September

As exercise and simply moving are also great to prevent heart disease, we put the spotlight on World Heart Day, spreading awareness and knowledge on keeping up a healthy lifestyle.

World Heart Day

And of course, we managed to live our values and reinforce our unique culture every day. Community and support are essential to well-being, especially in the challenging time that is 2020, and we strive to enjoy every day by focusing on the positives whenever we can.

Reuniting thousands of amazing, unique people across the world around a common vision is something we do daily, making sure we’re a great place to grow.

Thanks to the contributions and support of our Webhelpers from around the world, it has been an incredible journey. And as passionate game-changers who thrive on making a difference, the participants not only reached our target of 40.075km but went on to reach for the stars.

We traveled an incredible 112.968 km, walking, running, biking, rowing and all you can think of, not only around the Earth, but the Moon, Mars and Venus!

We’ve always known our Webhelpers are a talented bunch, so we weren’t surprised to see them enjoying so many different forms of exercise throughout September. Check out our highlights reel featuring clips and photographs of our journey here below.

Our journey doesn’t end here though. This challenge is part of our global WebHEALTH program which focuses on our people’s wellbeing every day and everywhere. We’ll continue to invest in our people and planet through dedicated initiatives, bringing our vision of making business more human to life in everything we do.


The Summer of B2B Marketplaces

The Summer of B2B Marketplaces

Following our last two studies “2017 – The spring of B2B Marketplaces” and “2018 – B2B marketplaces are blossoming”, we once again joined forces with the strategy consulting firm Roland Berger and with Mirakl to take stock of this new year of development for B2B marketplaces.

This new version, entitled The summer of B2B marketplaces: a bright future ahead for marketplace development, goes further into the new development and opportunities for B2B marketplaces.

We invite you to download this study, which addresses several topics in detail:

  • The different maturities on the subject of B2B Marketplaces by industry;
  • The 5 different strategies of B2B Marketplaces;
  • The different approaches to launch such a project;
  • A focus on the automotive spare-parts market based on the Marketplace model.


Axel Mouquet appointed President and CEO of Webhelp Payment Services

Axel Mouquet, Deputy General Manager and Chief Commercial Officer of Webhelp Payment Services, a subsidiary of Webhelp group dedicated to payment and credit management, has been promoted to President and CEO.

He succeeds Dominique Chatelin, who has been the head of Webhelp Payment Services for the past 13 years, has now become President of the Supervisory Board of this entity.

A graduate of ESSEC business school, Axel Mouquet joined Webhelp in 2008 as Key Account Manager, before taking over the top management role of the Compiègne site in 2012. He then joined the subsidiary Webhelp Payment Services, first as Director of Business Development at the end of 2014, then as Chief Commercial Officer in January 2018.

Over the last 12 years within the group, Axel Mouquet has played various key roles in the development of Webhelp and has been instrumental in establishing Webhelp Payment Services as the leader for B2B Marketplace payments in Europe.


Outsourcing your receivables management to boost your business

Companies outsource primarily to cut costs. But today, it is not only about cutting costs but also about reaping the benefits of strategic outsourcing such as accessing skilled expertise, reducing overhead, flexible staffing, and increasing efficiency, reducing turnaround time and eventually generating more profit. When it comes to receivables management and its implications on an international scale, you are facing multiple practices requiring a vast range of skills such as:

  • Customer identification and risk assessment;
  • Credit insurance management and credit limit decisions;
  • Decisions on terms and method of payment;
  • Handling of orders;
  • Recovery processes;
  • Customer service and complaints management;
  • Payment allocation and transfers of receivable to suppliers bank accounts;
  • Legal and pre-legal claims management;
  • Problems identification and problem solving.

Benefits of outsourcing with Webhelp Payment Services

Webhelp Payment Services partners and clients have experienced numerous benefits from our outsourcing solutions. Some of them are:

  • Access to skilled and highly trained expertise;
  • Increased in-house efficiency;
  • Increased the quality of your client portfolio;
  • Increased customer satisfaction;
  • Reduced internal costs;
  • Increased turnover;
  • A drastic optimization of the DSO (Daily Standard Outstanding);
  • Strengthen business relationship with the customers due to the decreased number of disputes.

Impact on your organization

Companies are increasingly sensitive to the strategic aspect of their cash flow situation, and therefore to the management of their debts.

In today’s world “cash is king”. The cash flow is a key component for a successful business. A functional debt recovery procedure is now a top priority of many officers.

  • What level of risk am I prepared to accept?
  • What payment terms am I able to arrange for my customers?
  • What attitude do I need to assume when payment problems arise?

This is directly linked to changes put in place within many innovative businesses, to adapt to the new commercial context:

  • Focusing on the core activity;
  • Streamlining costs;
  • Profiting from the experience and unique skills of a partner;
  • Growing your flexibility;
  • Focusing management and investments on strategic functions;
  • Simplifying non-strategic processes.

The positive impacts on business organizations include:

  • Immediate access to the most advanced processes and tools;
  • A variable cost model;
  • Improved cash flow situation;
  • A better image of your professional presence in the international markets.

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