Webhelp Chosen by The Sandbox to Help Design the Future of Metaverse Community Engagement

25 May 2022 Webhelp, a leading global provider of customer experience (CX) and business solutions, has been chosen by The Sandbox, a leading decentralized gaming virtual world and a subsidiary of Animoca Brands, as a partner to help build community engagement both inside and outside the game environment.

The partnership will see Webhelp provide The Sandbox gaming community with in-game support services, helping onboard and safeguard the players, creators, and partners. The services include moderating in-game chat, new player support, conducting moderation, and social media activities. The partnership began in March 2022, and together Webhelp and The Sandbox will expand the number of Webhelp ambassadors to 150 over the coming months and grow in line with each Alpha Season release.

“With many complex interactions happening simultaneously in The Sandbox, it’s really important that our community see and feel the presence of our teams and ambassadors on the platform,” said Sebastien Borget, COO and Co-Founder of The Sandbox. “Providing support to our players and creators is key to our offering, and we’re pleased Webhelp shares our vision for the metaverse as a safe space for users to connect with entertainment, gaming, and user-generated content. We are looking forward to working with Webhelp to scale up our dedicated support team, which is rapidly developing its skillset and becoming an extension of our team, as part of a long-lasting partnership.”

The Sandbox, a community-driven, open virtual world where players can build, own, and monetize gaming experiences in the metaverse, embraces the idea of a metaverse as a continued shared digital space. The Sandbox is a leading metaverse blockchain game, and the Webhelp partnership follows over 200 other partnerships with brands such as Gucci, HSBC, Warner Music Group, Snoop Dogg, Adidas, Care Bears, Atari, and many others.

“We’re excited to partner with one of the fastest-growing and most disruptive gaming platforms of a generation,” commented Olivier Duha, CEO and Co-founder of Webhelp. “Running on an open irrefutable blockchain network, The Sandbox puts community at its core, matching Webhelp’s business values. We will be using our extensive experience and expertise in content and community moderation to help The Sandbox grow and remain a safe and engaging platform for players, creators, and commercial partners.”

-ENDS-

About The Sandbox

The Sandbox, a subsidiary of Animoca Brands, is one of the decentralized virtual worlds that has been fueling the recent growth of virtual real estate demand having partnered with major IPs and brands including Warner Music Group, Ubisoft, The Rabbids, Gucci Vault, The Walking Dead, Snoop Dogg, Adidas, Deadmau5, Steve Aoki, Richie Hawtin, The Smurfs, Care Bears, Atari, ZEPETO, CryptoKitties, and more. Building on existing The Sandbox IP that has more than 40 million global installs on mobile, The Sandbox metaverse offers players and creators a decentralized and intuitive platform to create immersive 3D worlds and game experiences and to safely store, trade, and monetize their creations. For more information, please visit www.sandbox.game and follow the regular updates on Twitter, Medium, and Discord.

About Animoca Brands

Animoca Brands, a Deloitte Tech Fast winner and ranked in the Financial Times list of High Growth Companies Asia-Pacific 2021, is a leader in digital entertainment, blockchain, and gamification that is working to advance digital property rights. It develops and publishes a broad portfolio of products including the REVV token and SAND token; original games including The Sandbox, Crazy Kings, and Crazy Defense Heroes; and products utilizing popular intellectual properties including Disney, WWE, Snoop Dogg, The Walking Dead, Power Rangers, MotoGP™, and Formula E. The company has multiple subsidiaries, including The Sandbox, Blowfish Studios, Quidd, GAMEE, nWay, Pixowl, Forj, Lympo, Grease Monkey Games, and Eden Games. Animoca Brands has a growing portfolio of more than 200 investments in NFT-related companies and decentralized projects that are contributing to building the open metaverse, including Axie Infinity, OpenSea, Dapper Labs (NBA Top Shot), Yield Guild Games, Harmony, Alien Worlds, Star Atlas, and others. For more information visit www.animocabrands.com or follow on Twitter or Facebook.

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 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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4 Solutions to the Communication Challenges of HealthTech Adoption

Despite significant advancements in healthcare technologies (HealthTech), many providers in the sector are having difficulty adopting and realising their full potential.

TeleHealth, which is shorthand for providing health-related services through telecommunication technologies, underwent a rapid acceleration of adoption when the COVID-19 pandemic began. Since then, the majority of patients have embraced the convenience of digital engagement and virtual care options for enhanced access to personalised, high-quality care and follow-up monitoring.

However, at the same time, an alarming number of physicians and providers have scaled back their use of TeleHealth as they struggle to keep up with the increasing demand for virtual visits and health condition remote monitoring at scale, creating a shift in patient-physician relationships.

Here at Webhelp, we see the same issue across the entire spectrum of HealthTech — consumers are on-board, but providers are often slower to adopt the technology. This trend extends to almost every technology offered within the consumer care and healthcare system, especially software and physical solutions that create new digital diagnosis or treatment opportunities.

We believe that adequate communication and related solutions are the key components to solving these challenges, so this article outlines several strategies for aligning patient and physician perspectives and empowering providers with the full potential of HealthTech solutions.

Virtual training and onboarding for clinical staff

A great starting point is to help healthcare professionals to understand the benefits that healthcare applications and similar HealthTech tools can provide.

During this process, representatives can inform, train, and onboard doctors at their offices, in the hospital or online. Additionally, this is an ideal opportunity to host webinars and introduce multidisciplinary boards into the process – a medical science liaison, for example.

By organising these virtual events through digital channels, providers can understand everyone’s preferences in-depth, monitor the information provided, analyse attendance trends and obtain valuable feedback to inform future strategic planning. As previously reported at Webhelp Medica, providers have begun offering webinars, remote workshop sessions, and social networks intended solely for clinical staff, suggesting that the industry is open to digitising its communication endeavours. Now it’s just a matter of increasing adoption.

Support, training and outreach for patients

As part of this solution, providers could run informative campaigns to build awareness of the different healthcare apps available whilst implementing patient support programs for specific treatments and drugs. Providing motivational calls to help patients understand the benefits of these is a proven enabler.

Once implemented, nurses can teach patients to be autonomous in their treatment, such as administering injections themselves at home. Once the patient becomes responsible for this process, the nurses can carry out continuous remote monitoring, including as part of virtual wards through SMS or other channels, enabling patients to follow treatment and monitoring plans independently in their own homes. When Webhelp Medica implemented a self-injection learning program for almost 3,000 patients, 99% of physicians and 93% of patients were highly satisfied with the approach, highlighting the efficacy of combining nurses with digital support.

These initiatives become game-changing for non-tech users and vulnerable or immobile patients, especially when coupled with the creation of online patient groups where people can discuss their pathology with others in the same situation. Equally, it’s crucial to include caregivers, families, spouses, and patient associations to expand these groups further and provide more support and autonomy for patients.

We like to think of this process as creating “expert patients” trained in their pathology with the knowledge to help other patients with their treatment routines, lessening the burden on clinical staff. It also allows physicians to strengthen their relationships with patients by enrolling them in coaching and learning programs.

Ongoing monitoring to link clinical staff with patients

Once engaging with clinical staff and patients through training, onboarding, and outreach, the monitoring and follow-up process is where the optimisation of patient-provider communication flourishes. By customising patient journeys based on their uptake of technology and putting digital technology at the heart of the follow-up wherever appropriate, clinical staff can vastly increase patient awareness of the importance of care continuity.

While it’s essential to determine whether patients feel comfortable talking with health professionals remotely, virtual monitoring ensures that problems and concerns can be solved quickly, efficiently, and effectively for many pathologies. For example, for psychological and behavioural follow-ups, providers can install a team of remote nurses and psychologists, or even tobacco specialists and dieticians, to follow the patient’s progress and provide guidance and advice via digital platforms or telephone calls.

For tech-savvy patients, there’s an opportunity to apply conversational SMS platforms and social messaging tools to communicate with clinical staff instantaneously. Clinical staff can also automate appointment and medication reminders to reduce the rate of no-shows and ensure patients stay on track with treatment plans. Plus, providing an inbound line allows autonomous patients to ask questions if they have any doubts about their treatment.

In another example, providers could email patients a QR code that refers to an informative video explaining, presenting, and informing people on their pathology, treatment follow-up, and tips for improved well-being. After a teleconsultation, physicians could also automate a message to check in on long-term patients and ask if they have questions about their treatment.

When implemented correctly, virtual wards and outpatient monitoring processes like these bring clinicians and patients closer together, preventing communication challenges before they occur.

Round-the-clock medical information helpline

Another relatively untapped communications solution is a readily available information helpline operating 24 hours a day, 7 days a week. An incoming medical information line can provide patients with status updates on product availability, medication request follow-ups, medical information requests, patient data and held information, pharmacist information, specific questions from a doctor, and pharmacovigilance.​

 

With these four communications strategies and solutions, healthcare providers can improve their relationship with HealthTech, encouraging physicians to share the same enthusiasm for technological evolution as their patients.

Emma Bouché

Head of Healthcare

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Webhelp appoints Eliana Angelova to lead Hi-Tech and Travel Sector Growth

Webhelp is pleased to announce the appointment of Eliana Angelova as Managing Director within the UK Growth team. 

Eliana will focus her immediate attention on clients within the Hi-Tech / Hi-Growth and Travel sectors, bringing Webhelp’s broad range of CX transformation, technology and delivery capabilities to these strategic growth markets for the business. 

Eliana brings over 15 years of professional experience, gained in both large corporate and start-up organisations, having previously held senior leadership roles with Capita Software, IAG Loyalty and the Acuris Group.  Her sector expertise spans travel, BPO, software, fintech and investment banking, where she led global teams across sales, marketing, customer success and account management. Eliana holds an MBA from the Rotterdam School of Management, Erasmus University, and an executive diploma from Harvard Business School. 

Commenting on her new role, Eliana Angelova said: 

 “I am delighted to have joined Webhelp at such an exciting time  for  the company’s growth journey. Together with the rest of the senior leadership team, I look forward to identifying new opportunities through the design of innovative CX and BPO solutions, which can engage and support our clients in an ever-changing global business environment.” 

 Jonathan Shawcross, Chief Growth Officer at Webhelp, added: 

“Eliana is a fantastic addition to our business and my senior leadership team.  She brings a wealth of knowledge and expertise from across both the travel  and high-tech sectors, so it’s with great pleasure that we welcome Eliana to our team.”


Webhelp commits to bringing Content Moderation to the next level by being the first BPO to join the Trust & Safety Professional Association

Webhelp, the leading customer experience (CX) and business solutions provider, announces its partnership with the Trust & Safety Professional Association (TSPA), making it the first business process outsourcer (BPO) to join the organization.

Webhelp will provide all its content moderators and trust and safety employees with a membership to TSPA.

The Trust & Safety Professional Association is a non-partisan membership association that supports the global community of professionals who develop and enforce principles and policies that define acceptable behavior and content online.

Webhelp is committed to investing in its people, and their development and mental well-being, so that they feel empowered to provide clients and their customers with quality service and expert knowledge. Joining the TSPA will complement Webhelp moderators’ ability to provide trust and safety services to leading brands across the world, both large and small businesses.

Ensuring online platforms are safe for billions of users is part of Webhelp content moderators’ role every day. Their moderators are critical in providing a trusted platform that’s also compliant with online regulatory for more than 250 clients and their users around the world, in 20+ languages.

This membership supports Webhelp’s ambitions to shape the future of a safe online environment and participate in the debate to make the profession progress in the right direction, whether related to policies or workforce management.

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

“Joining the TSPA is an important step as we continue to expand our trust and safety offering across the globe. As the industry is transforming rapidly, it’s essential that we empower and support our moderators with the latest industry knowledge and best practices so we can continue to support and advise our clients in the best way possible.”

Webhelp moderators will have a space to gather with like-minded peers during events, workshops, and panels to discuss trust and safety topics and become industry ambassadors to excel in their profession.

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

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Webhelp scores a hat trick at the CCA Excellence Awards

Webhelp has picked up three top awards at this year’s prestigious 2022 Contact Centre Association (CCA) Excellence Awards.

Taking home Gold for Excellence in Skills, Learning & Development - in recognition of entering into a new phase of digital delivery driven by engagement through gamified and incentivised learning - the leading provider of customer experience and business solutions also won Gold for Outstanding Flexible Working Programme in acknowledgement for the evolution of their Webhelp Anywhere operating model.

Flexible and scalable for clients, Webhelp Anywhere delivers a codified methodology to support organisations, their people and their customers with the delivery of a future CX operating model.

The CCA Awards, regarded as ultimate recognition for customer service excellence, innovation and best practice were presented at a glittering black-tie event held on Wednesday 27th April in Glasgow.

The evening also saw the Webhelp team win Silver for Team of the Year and a shortlist for Excellence in Business Process Outsourcing Collaboration.

David Turner, Webhelp UK Region CEO, commented:

“We are delighted to again receive this level of industry acknowledgement which is a testament to the dedication and hard work that continues to come from the people within our business. I know these wins will mean a lot to them. I’m also pleased that, amid the shifts to homeworking, our Webhelp Anywhere solution was recognised. Enabling us to be agile for our clients, as a people-first business, it’s been great to see the impact on employee sentiment as we continue to blend people engagement, well-being and connectivity.

With more than 20 years’ experience, the CCA is recognised as a trusted reference for research, analysis and expertise. This year’s awards also follow Webhelp being named a Leader in Gartner’s 2022 Magic Quadrant.


Webhelp expands operations in Mason, Ohio, providing career opportunities to the local community

Mason, Ohio, USA – April 5, 2022 – Webhelp, a leading global customer experience, and business solutions provider, is expanding its operations in Mason, Ohio. Built on a strong people-first working culture, Webhelp has a diverse global workforce of over 100,000 passionate game-changers. Since coming to Mason in 2020, the business has welcomed hundreds of colleagues.

In a new business venture to provide service to one of the largest social media platforms in the world, Webhelp in Mason is looking to onboard a mix of content moderators, counselors, a human resource generalist, quality assurance representatives, and operational team leaders.

Those joining will become an integral part of an exciting partnership in enriching the customer experience and providing business solutions for our clients. To apply, visit the careers section of www.webhelp.com

Eduardo Salazar, Chief Executive Officer Americas, said:
“We are excited to partner with the Mason area’s high-quality talent as we continue the success that Webhelp has shown around the world. We deliver world-class service by putting people first, which is one of our main pillars as an organization. Investing in our colleagues and making business more human leads to a better customer experience.”

Externally credited and with multiple global awards wins in a variety of categories, Webhelp people are known as being some of the best in the industry.

Webhelp was recently recognized for its pioneering leadership in Impact Sourcing 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.

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.”

Partnering with some of the world’s most exciting brands, Webhelp will utilize its 20 years of expertise and global way of working to further drive the strong success of the customer experience while creating job opportunities for the Mason community.


Connecting biotech, healthtech and medtech - Webhelp to lead discussion at LSX World Congress 2022

Webhelp are delighted to be announced as an official partner at this year’s LSX World Congress, taking place in London on 10th-11th of May.

The 8th annual LSX World Congress will welcome many industry leaders, from founders and CEOs of innovative start-ups through to healthcare giants. Attendees span various healthcare backgrounds, including experts in biotech, healthtech, and medtech.

Representing Webhelp are Dr Jerome Stevens, General Manager & co-founder of Webhelp Medica, Emma Bouché, Head of Healthcare at Webhelp UK, and the newly appointed Tom Houston, Healthcare – Client Partner, Gobeyond Partners (part of the Webhelp Group).

A keynote panel hosted by Webhelp opens day two of the congress and is entitled ‘The Devil Is in the Data: How the Medtech Sector Is Optimising Its Data Assets and Connecting with Consumers in a Wholly Patient-Centric Approach’.

Jerome Stevens will moderate on behalf of Webhelp, joined by four speakers – Marc Julien, Co-CEO of Diabeloop, Laurent Vandebrouck, CEO of Chronolife, Eliane Schutte, CEO of Xeltis, and finally Ian Crosbie, CEO of Sequana Medical.

The panel will discuss topics such as:

  • Unlocking the full potential of health data, and new applications in 2022
  • Healthcare professionals and patient onboarding, training and ongoing support
  • Information is power: ethical data use and the importance of patient transparency
  • How to ensure data security and demonstrate best practice for Healthcare professionals and patients

 

Commenting on the panel, Jerome said:

“I’m looking forward to joining innovative leaders to collaborate and share our expertise on health data in the medtech sector and the opportunities this creates. With particular focus on optimising and securing data and prioritising patient-centricity, it promises to be an invaluable session.”

 

Keep an eye out for first-hand highlights and key takeaways from our panel discussion.

For more information on healthcare trends read Emma Bouché’s recent article here.


Sanctions, Embargo, Suspicious transactions, PPE... How to ensure the success of an AML/CFT project?

For a few months now, not a day goes by without hearing the words sanctions, embargo, seizure of assets. Faced with an increase in alerts generated by surveillance tools and regulatory pressure, how can the success of an AML/CFT compliance project or clearance of a stock of alerts be ensured?

European regulators and governments are increasing the pressure on regulated companies, which must, on the one hand, manage the increase in alerts generated by surveillance tools, and, on the other hand, review and update their AML/CFT control process. They are confronted with stocks that must be cleared quickly to ensure (and reassure the regulator) that their customers are not registered on sanctions lists or do not engage in transactions that represent violations of the compliance rules in place. These operations are complex and often involve more investigation than simple control.

More than a simple verification – mobilized teams are required to contact customers, gather evidence, compile a complete investigation file, draft, and if necessary, pre-declarations of suspicions to FIUs (Financial Intelligence Units) and, finally, carry out precise reporting to the services concerned. These projects require an established – team of dedicated experts to manage the stock of alerts in the allotted time.

Although outsourcing the processing of AML/CFT alerts by an experienced player is one of the solutions recommended to meet these challenges, it is not that simple. Webhelp has extensive experience in outsourcing these high added-value projects, and has for many years developed strong convictions in key success factors.

Nicolas Dambrine, Deputy General Manager of Webhelp KYC Services, reveals the 5 key factors for the success of an alert eradication project:

1 – Immersion – a prerequisite for getting the project off to a good start

First, let’s look at the start-up phase. This is where it all comes together! The most crucial element of this phase is commitment: commitment of the service provider with the client, but also the commitment of the client with the service provider. It is essential to go to the customer, become familiar with their internal rules, absorb their knowledge and finally, validate with them the procedures to be carried out. Similarly, it is important that the client pays a visit to the provider; to plan and meet the operational teams, but also to pass on their knowledge and objectives on the project directly.

2 – Good indicators – for fine management

In parallel with this phase, it is vital to lay the foundations for reporting from the outset, taking into account the objectives of the project – productivity, quality, budget, compliance – or all four! Each of these objectives must be measured by precise indicators and managed – from the start of the project. This will make it possible to immediately examine the indicators and validate the theories made during the development phase. Moreover, in case of large volumes, having a powerful and well-configured reporting tool is not an option!

3 – The management team – true conductor of the project

The management team is a key factor on two levels. Firstly, the project manager who will be the link between the customer and the production teams. They must be senior enough, dedicated to the project and have a thorough knowledge of regulatory topics. Secondly, the production team leaders. They are the operational relay of the project manager and are responsible for motivating the advisors – who process the alerts and ensure a first level of control. It’s the famous random picking of processed files, which, thanks to the methodical application of a rigorous quality grid, should make it possible to detect any errors that may have been made. Generally, we recommend a ratio of 20% management in the start-up phase, and gradually decrease to 10% at the end of the project.

4 – Motivation – to ensure the success of the project

The project is launched, the management team is in place, the indicators and objectives have been defined – now it’s time to manage production! The first point that contributes to the success of the operation is to make sense of it. This may be true for all projects, but it is even more significant in the case of AML/CFT.
This starts with initial training and ongoing coaching, but motivation is also an important part of the success of the project. In fact, we found on a recent project that incentives had nearly doubled productivity within weeks! This was following a drop in the team’s motivation after a few months of operation, and indicators that tended towards red, we had to react. We decided to set up a challenge with big rewards – meeting and exceeding objectives would earn employees significant prizes. We saw an increase in productivity almost immediately, and the atmosphere of the production platform changed dramatically!

5 – Flexibility and adaptation – to achieve objectives

This brings us to being flexible which is essential and must be applied throughout the project. Here again, past experience shows us that constant questioning, adapting to the results obtained from week to week, as well as to external elements, are all key factors for success.
Test, measure the impact, implement, test again, modify. We are convinced that the processes must be regularly reviewed, challenged and improved in order to always be in line with the customer’s objectives. It’s a good practice that should be applied more widely.

Alert processing projects are complex but also energy-consuming, both in terms of time and in terms of human and technical resources. By deploying a team of experts with proven know-how and entirely dedicated to the client’s project, outsourcing makes it possible to meet the challenges posed by AML/CFT procedures within tight deadlines. Commitment, management, supervision, motivation, flexibility, and more importantly, people, are the guarantors of the success of an AML/CFT alert processing project.

To find out more about this topic