Webhelp receives the Barcelona City Council Award for the Most Innovative Company in Time Organization

Webhelp Spain President, Helena Guardians Cambó received the award from Raquel Gil, Commissioner for the Promotion of Employment and Policies against the Precariousness of the Barcelona City Council.

Barcelona Activa has celebrated the presentation of the 10th edition of the Barcelona Award for Innovative Business in Organization and Use of Time. The event included spaces for debate and dialogue on the use of time in the workplace and with the participation of professionals from companies awarded in previous editions. The initiative aims to recognize the work done by companies and entities to support their colleagues’ work-life balance.

The recognition is part of the Pact of Time, a strategy promoted by the Barcelona City Council to achieve a municipal commitment to healthier uses of time. In addition, this year Barcelona has become the first city to act as the World Capital in Time Policies.

The tenth edition has awarded four categories, micro, small, medium and large companies, being the last one in which Webhelp has won.

Webhelp Spain has been recognized for its best practice in developing a Social Kinship measure, which grants the permits established by agreement, to friends or co-workers, even if they do not have a family relationship. This measure especially favors employees who do not have family in our country. And by favoring them, we achieve a better environment for all of our teams.

Helena Guardans i Cambó, Webhelp Spain President, stated: “We are very grateful to the Barcelona City Council for this award, because it is very important that they value that what favors people favors the company and that this is the best way forward, working with measures that do not take into account only immediate performance”. And she also added that: “a very special reason for satisfaction and a show of collaboration is that Webhelp applied for this award at the suggestion of a member from the employee’s council.”

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Webhelp named a Star Performer by Everest Group for Trust and Safety

Paris, France – 10, May 2022 – Webhelp, a leading global provider of customer experience (CX) and business solutions, announced it has been named a Star Performer by leading global analyst firm Everest Group in its Trust and Safety – Content Moderation Services PEAK Matrix® Assessment 2022. Everest Group selects Star Performers based on YoY improvement on the PEAK Matrix; Webhelp was one of only two providers awarded this status.

Abhijnan Dasgupta, Practice Director, Everest Group, said:

“Webhelp, being experienced in addressing the trust and safety needs of buyers across all industries, has recently expanded its client portfolio significantly and enhanced its suite of services offered to clients. Webhelp has expanded its delivery presence in LATAM, EMEA, and APAC and has invested in augmenting its proprietary tools (such as Proteus and Moderatus), which are leveraged by moderators for non-egregious content moderation. These are some of the factors that have contributed to Webhelp strengthening its positioning as a Major Contender and being recognized as a Star Performer in Everest Group’s Trust and Safety – Content Moderation Services PEAK Matrix® 2022.”

The report validates Webhelp’s strength in multilingual support in its trust and safety practice, including the use of its proprietary translation technologies, helping deliver consistent, multilingual experiences at scale. This coupled with Webhelp’s design and consulting capabilities, enables the business to build consistent and safe user experiences.

“We are very proud of our assessment and recognition as a Star Performer by Everest Group, validating the growth of our global Trust and Safety practice,” said Chloé de Mont-Serrat, Webhelp’s Co-CEO of Digital Content Services. “Whether a business is digital native or looking to transform and increase its online presence, trust and safety has become vital across industries. We support some of the leading brands, so we’ve invested heavily in moderation platforms, ensuring our clients’ safety and reputation.”

Paul Danter, Co-CEO of Digital Content Services, Webhelp said:

“The information landscape is continuing to change rapidly, and it’s important we are involved in this conversation to inform and advise our clients. We’re proud to have recently joined the Trust & Safety Professional Association and will continue to implement industry knowledge and best practices across our global team.”

Everest Group’s “Trust and Safety – Content Moderation Services, PEAK Matrix® Assessment 2022” evaluated 18 providers, positioning them on a comprehensive set of quantitative and qualitative criteria based on their vision & capability, and market impact.

This announcement follows a series of accolades from top industry analysts, with Webhelp being positioned as a Leader in the 2022 Gartner Magic Quadrant for Customer Service BPO. Additionally, Webhelp was named the most innovative CX provider in Frost and Sullivan’s 2021 Frost Radar™ report.

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About Webhelp

Webhelp designs, delivers, and optimizes unforgettable human experiences for today’s digital world – creating game-changing customer journeys. From sales to service, content moderation to credit management, Webhelp is an end-to-end partner across all B2C and B2B customer journeys. Its over 100,000 passionate employees across more than 55 countries thrive on making a difference for the world’s most exciting brands. Webhelp is currently owned by its management and Groupe Bruxelles Lambert (Euronext: GBLB), a leading global investment holding, as of November 2019.

Media Contact

Abigail Blackburn

Abigail.blackburn@webhelp.com

To find out more about this topic, visit webhelp.com/solutions/digital-services

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Webhelp positioned as a Leader in 2022 Gartner Magic Quadrant for Customer Service BPO

Paris, France – 6 April 2022 – Webhelp, a leading global provider of customer experience (CX) and business solutions, today announced it has been positioned by Gartner® as a Leader in the 2022 Magic Quadrant™ for Customer Service Business Process Outsourcing (CS BPO).1

Gartner defines the customer service business process outsourcing (CS BPO) market as “the delegation of customer service business process activities to support existing and potential clients to a third-party service provider. The services provided may include digital services, assisted channel services, technology and system integration, infrastructure, software development and design, reporting and analytics, and business process management.”

Webhelp believes readers will learn more about the consistency and adaptability of its global WoW operating model, impressive proprietary AI-powered Natural Language Learning Platform, as well as its strong cybersecurity and data protection credentials in this report.

This recognition comes when customer experience is of critical importance to brands, with 92% of CX leaders planning to transform their operations over the next 12 months, according to research from Webhelp and Frost & Sullivan.

“We are incredibly proud of this recognition from Gartner, validating our position as a global leader in customer experience,” said Olivier Duha, CEO and Co-Founder of Webhelp. “We feel it’s great to be acknowledged for our consistent quality, AI-powered technologies, and cyber security capabilities. As a business that now delivers services for over 1,300 brands across 55+ countries, we understand how important investment in these areas is for our clients.”

Gartner, a company that delivers actionable, objective insight to its executive and their teams, and Gartner Magic Quadrant gives enterprise technology shoppers an unbiased assessment of how well-competing providers are performing against the Gartner market view and is supplemented by validated user reviews. Providers are positioned into four quadrants: Leaders, Challengers, Visionaries, and Niche Players. BPOs were evaluated based on 15 criteria, including customer experience, market strategy, product/service, operations, and innovation.

This announcement follows a series of accolades from top industry analysts, with Webhelp being recognized as the most innovative CX provider in Frost and Sullivan’s 2021 Frost Radar™ report, Additionally, the Group was named as a Leader in Everest Group’s 2021 Customer Experience Management (CXM) PEAK Matrix® Assessment, for the third consecutive year.

To read the 2022 Magic Quadrant™ for Customer Service Business Process Outsourcing (CS BPO), courtesy of Webhelp, please visit webhelp.com/magic-quadrant.

Gartner Disclaimer:

Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Gartner and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

Gartner, Magic Quadrant for Customer Service BPO, Deborah Alvord, Kathy Ross, Mark Dauigoy, Uma Challa, 28th March 2022

About Webhelp

Webhelp designs, delivers, and optimizes unforgettable human experiences for today’s digital world – creating game-changing customer journeys. From sales to service, content moderation to credit management, Webhelp is an end-to-end partner across all B2C and B2B customer journeys. Its over 100,000 passionate employees across more than 55 countries thrive on making a difference for the world’s most exciting brands. Webhelp is currently owned by its management and Groupe Bruxelles Lambert (Euronext: GBLB), a leading global investment holding, as of November 2019.

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Webhelp Named a Leading Impact Sourcing Provider at the 2022 Global Impact Sourcing Awards

Paris, France – 18, February 2022Webhelp, a leading global provider of customer experience (CX) and business solutions, has been recognized for its pioneering leadership in Impact Sourcing at this year’s Global Impact Sourcing Awards presented by the International Association of Outsourcing Professionals (IAOP) in partnership with The Rockefeller Foundation.

The awards celebrate initiatives designed to bring more employees into the workplace from disadvantaged backgrounds. Webhelp received the Impact Sourcing Provider Award for its strategy and approach to scaling its model globally. Since its founding, Webhelp has been strategically deliberate about how impact sourcing models are scaled and embedded into the fabric of its business and culture.

This includes setting a clear impact hiring strategy and measurable objectives across its group. For example, in 2021, 4,400+ new recruits came from impact hiring initiatives. In 2022, Webhelp aims to set impact hiring as a full operating model in every new opening country. In addition, the business is committed to extending this operating model to every existing country by 2023 while making sure that 10 to 15% of new hires are impact sourced by 2025.

Some examples of impact sourcing projects where Webhelp has seen real results include programs to bridge English language barriers, hiring disadvantaged youth, reintegration initiatives to help female prisoners get into work, and building an ecosystem to support migrant and refugee employability. As a purpose-driven business, Webhelp’s investment in each initiative ensures it can deliver on its ESG commitments while also providing access to an untapped talent pool that can support future business success.

Webhelp’s strategy encompasses a holistic model for impact objectives across its employees, clients, and suppliers, and into the ecosystems where they work, recognizing that procurement supply chains can create broader forms of impact in areas where Webhelp chooses to invest in local communities. To enable these efforts, the company also implemented a leading procurement platform, EcoVadis, to help objectively assess areas of impact sourcing with 6,000 suppliers across the group.

Sandrine Asseraf, Group Managing Director, Americas & ESG at Webhelp, said:

“Webhelp believes in impact sourcing as a holistic and systemic approach to business, meaning we collaborate and partner with all our people, our clients, specialist impact partners and suppliers to achieve meaningful results. As a people-first business, we put this approach and commitment at the heart of our business strategy, recognizing its importance in driving real and sustainable change across the regions in which we operate. It is a long and ambitious journey, and we cannot wait to do more.”


Four Awards for Webhelp at the ECCCSAs

Webhelp Scored Top Prizes at the European Contact Centre & Customer Service Awards, Including Gold for Best Large Outsourcing Partnership

Leading global customer experience and business solutions provider, Webhelp, scored four awards at this year’s European Contact Centre & Customer Service Awards (ECCCSA), including Gold for Best Large Outsourcing Partnership for its long-standing partnership with a major global client. The business was also awarded Silver for Best Customer Support Team, recognizing the exceptional customer experience managed across the organization’s operational teams.

The awards, presented live on November 23rd in London, saw the Webhelp team succeed in the following categories:

  • Gold for Best Large Outsourcing Partnership
  • Silver for Best Customer Support Team
  • Bronze for Most Effective Learning and Development Initiative
  • Bronze for Best Innovation in Customer Service

Building on a series of award wins in recent years, the team’s gold recognized the business’ commitment to putting clients at the heart to create game-changing customer journeys.

Jean-Baptiste Decaix, Webhelp’s Group Chief Client Officer, commented:

“It’s our priority to work with clients with shared values, culture and passion because we believe in building long-standing relationships and partnerships. We are proud and incredibly excited to receive this recognition together with our global partner from one of the leading industry awards programs.”

The Bronze award for Best Innovation in Customer Service was won for Webhelp’s collaboration with, using the company’s proprietary technology, HELP-ER, to provide support throughout the entire roadside assistance journey.

Olivier Duha, Webhelp CEO and Co-Founder, said:

“I’m thrilled to see the business receive these awards, not only recognizing the hard work and dedication from our passionate game changers but validating our commitment to delivering best-in-class customer journeys. Congratulations go to the teams who worked so hard on achieving this great success.”  

The Most Effective Learning and Development Initiative award validates Webhelp’s continued focus on empowering advisors with the best learning experiences possible. This year, for a gamification-led learning experience, adapted for a virtual world to provide advisors with new, engaging ways of learning whether in the office, at home, or working in a hybrid way, part of Webhelp’s unique Webhelp Anywhere proposition.

The European Contact Centre & Customer Service Awards are recognized as the longest-running and largest awards program in the customer experience industry, which celebrates organizations across Europe that deliver exceptional service to customers.

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Everest

Webhelp named a global CX leader by Everest Group

Webhelp Recognized as a Global Leader in Customer Experience by Analyst Everest Group for a Third Consecutive Year 

Paris  – 29th July, 2021

Webhelp, a leading global provider of customer experience (CX) and business solutions, has been recognized again as a Leader in Everest Group’s 2021 Customer Experience Management (CXM) PEAK Matrix® Assessment. The organization ranked strongly in terms of completeness of vision and capability, making significant progress in market impact.

Webhelp is a global leading CXM provider with particular strength in Europe, which has recently been bolstered by acquisitions in Latin America,” said David Rickard, Vice President Everest Group. “Webhelp has also continued recent strong growth by investing in its Webhelp Anywhere platform and methodology to support virtual operations and provide tools for talent and workforce management, as well as enhanced security capabilities such as biometric recognition. Through its stand-alone global consulting business, Gobeyond Partners, it also supports clients through the entire customer journey from strategy, journey orchestration, and AI-led text analytics, which are all areas of high demand from enterprises looking to deliver digital CX transformation.”

Webhelp scored top marks from Everest Group for value delivered and vision and strategy. Client interview feedback also cited Webhelp’s adaptability, proactivity, employee orientation, ease-of-doing-business and cultural alignment as a few of its key strengths.

Everest peak matrix

The report validates the significant growth Webhelp has made during the past year by focusing on developing its digital transformation capabilities and CX consulting to create value-driven end-to-end customer journeys.

Following the acquisition of Dynamicall and the more recently announced intent to acquire OneLink, the company has significantly expanded operations to support clients in particularly the United States and Latin America, and European markets, further strengthening its geographical footprint and technology capabilities.

Everest Group notes Webhelp’s proprietary methodology and platform, Webhelp Anywhere, which combines best-shoring with remote, hybrid, onsite operations, and tech-enabled capabilities to deliver flexible and tailored solutions.

Also highlighted was Webhelp’s designated program to support customer experience for start-ups and scale-ups, The Nest by Webhelp.

Everest Group notes Webhelp’s continued success after three consecutive years ranking as a Leader in its PEAK Matrix® Assessment, as well as a Leader in its CXM in EMEA Services PEAK Matrix®.

Everest Group’s CXM Services PEAK Matrix® is an annual report combining an assessment of the changing global CX landscape with evaluations of leading CX organizations. It selected 39 organizations to evaluate and compare in this year’s report based on the service provider’s market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investments, and client feedback.

Olivier Duha, CEO and Co-Founder of Webhelp, said:

As a global company committed to delivering game-changing customer journeys for our clients, we’re very proud to receive this recognition from Everest Group. We’ve focused heavily on supporting our clients, their customers, and our own people through this challenging period, and I am delighted that this commitment has delivered growth. As we invest further in regions like the U.S., Central and Latin America, and Asia Pacific, as well as capabilities like digital transformation and consulting, we are well positioned to deliver increasing value to the market.”

Download a custom version of the report here.
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Webhelp win at CCA Excellence Awards

We are absolutely over the moon to have won the top award for Excellence in Business Process Outsourcing Collaboration, alongside our strategic business partner The Very Group, at the prestigious 2021 CCA Excellence Awards. 

 

We provide customer engagement services to The Very Group, and the partnership, which was founded in 2015, focuses on working together to ensure objectives, actions and initiatives are all geared towards improving the customer experience. Mark Billingham, Group Customer Care & CX Director (COO Financial Services) from the Very Group said: 

“We are incredibly proud to be associated with Webhelp and to be celebrating this award together along with all of the individuals across both brands whose hard work has contributed to this win. Our partnership has been founded by commercial principles on which our two businesses are entirely aligned, and the framework allows both our brands to operate like one. Adopting this level of integration has been absolutely fundamental to the success of the partnership and our digital vision, and it’s great that our joint commitment to creating a customer care experience that is recognised and loved has been recognised by the CCA judges”. 

 

This is the third year in a row we have won the BPO Collaboration Award with David Turner, our UK Region CEO commenting: 

“We are delighted to have received this level of industry recognition. At the heart of our partnership with The Very Group are commercial principles aligned to strategic objectives to ensure both parties benefit from long term transformation. Since the onset of the pandemic both our brands have gone above and beyond and the dedication and hard work that continues to come from the people within our businesses is truly phenomenal, so I know this win will mean a lot to them.”  

 

With more than 20 years’ experience, the CCA are recognised as a trusted reference for research, analysis and expertise. The CCA Awards are regarded as ultimate recognition for customer service excellence, innovation and best practice and this Award follows us scooping 4 wins at this month’s European Contact Centre & Customer Service Awards.

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