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.


[Webinar] Travel rebound, evolution or revolution in traveller experience?

Travel Webinar

Wednesday December 16th, 2pm GMT (3pm CET)

2020 has changed travel forever. With the entire sector facing challenges like never before, we talk to industry leaders about what this means for the future. Join us for an interactive webinar featuring​​:
  • John Leighton, Head of Customer Service at easyJet
  • Paul Cowan, Director, Global Customer operations at Egencia
  • Meltem Uysaler, Senior Director of Global Customer Operations and Central Direct Sales at IATA
  • Eric de la Bonnardière, CEO at Evaneos
  • Nora Boros, Chief sector Growth Officer at Webhelp

I​n this 50 minute session, industry experts will discuss their response  to COVID-19, highlighting the key lessons and how they are incorporating these into their future strategy to deliver a great experience for passengers and guests.


Webhelp signs partnership with Allente

STOCKHOLM November 5th 2020

Allente has chosen Webhelp for the delivery of customer experience solutions including customer service, contact center platform and solution design for Canal Digital.

Allente, the merger between Canal Digital and Viasat Consumer, is offering high quality satellite TV and broadband TV solutions to 1,2 million customers throughout the Nordics.

Since 2010, Webhelp, a global leader in customer experience and business solutions, and Allente’s brand Viasat Consumer have developed a strong partnership of resilient and commercially successful customer service operations.

Webhelp is now adding Allente’s Canal Digital customer services for the Swedish market to its substantial portfolio of Nordic TV/Media clients.

Webhelp will deliver the Canal Digital customer service on behalf of Allente through a best-shoring operation located in Kalmar, Sweden, in Malaga and Alicante, Spain, as well as through advisors working from home. The recruitment of new team members has just started.

Victor Sundén, Chief Commercial Officer at Webhelp Nordic, said:

“We are very excited that Allente has extended our partnership to include Canal Digital, in addition to Viasat Consumer. We look forward to broadening our partnership at this important stage in Allente’s transformational journey, making sure Allente’s customer base is served with the consistent quality, brand ambassadorship and commercial prowess that we are known for. Together we will continue developing a partnership that powers the customer experiences in today’s and tomorrow’s TV and broadband solutions.”

Victor Liljeroth, Country Head Sweden, Allente Nordic, said:

We have very good experiences of working with Webhelp, and are pleased to add on Canal Digital to our partnership. Webhelp will be able to provide valuable insights and support for our business at this exciting time for our company, and we will keep developing our partnership to give our customers premium service in this extended cooperation.”

Contact information:
Victor Sundén
Chief Commercial Officer, Webhelp Nordic
victor.sunden@webhelp.com
Mobile: +46 70 032 20 04

Maja Wikman Ulrich
Corporate Communications & PR Director, Allente Nordic
maja.wikman.ulrich@allente.tv
Mobile: + 46 936 99 26 65

 

Making business more human for the world’s most exciting brands.

We live in an era of fast connectivity and AI. Today, human experiences have even more power to make businesses come to life in customers’ hearts and minds.

Webhelp is committed to making business more human.

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 including customer experience solutions, social media moderation through to 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.

Webhelp believes that Emotional Intelligence creates a lasting impact, and their skill in marrying a differentiating human touch to the right technology is what makes a real difference for their clients.

By choosing Webhelp they access the passion and experience of 60,000 game-changers from more than 150 locations in 50 countries. Each one determined to bring their own intelligence, empathy and experience to the table every day.

Webhelp invests in people and the environment they work in, because they know that when people thrive, it has a powerful impact on them, their customers and on their partners’ business.

Webhelp believes that making business more human leads to a better customer experience – and a healthier bottom line.

Webhelp is the European leader in their industry, with a revenue of €1,5B in 2019, 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.

More information can be found at www.webhelp.com 

About Allente:

  • Allente offers TV distribution via satellite and broadband to 1,2 million customers in Sweden, Norway, Denmark and Finland.
  • Has approx. 300 employees in four countries
  • Telenor Group and Nordic Entertainment Group (NENT Group) each owns 50% of the company
  • Canal Digital and Viasat Consumer had a net revenue of 7,5 billion SEK 2019


Webhelp named CXM Leader by Everest
Group for the second time in 2020

Following our positioning as a Global Leader in Customer Experience Management (CXM) by the leading analyst, Everest Group, we have now been recognized as a Leader again in its CXM in EMEA Services PEAK Matrix® Assessment 2020, rating high in terms of vision and capability.

This report is an objective recognition of Webhelp’s successful growth strategy, and our unique people-first, end-to-end approach with Skand Bhargava, Vice President, Everest Group saying:

“Webhelp is a leading CXM provider globally, especially in Europe, supported by a large multilingual workforce of more than 60,000 agents. With a focus on digital transformation, CX consulting, and customer journey orchestration, Webhelp has been able to drive exponential growth over the last few years,”

He continues “Further, its deep digital and domain expertise, outcome-focused approach, and strong leadership have allowed it to resiliently navigate the uncertainties created by COVID-19 and continue on its growth journey.”

This result builds on our strong track record in analyst rankings and assessments, and our second year as a Leader in the PEAK Matrix, with Everest Group specifically highlighting our strong coverage in major industry verticals, our geographical delivery footprint, and the value delivered to our clients.

Everest Group defines Leaders as companies that deliver consistent Customer Experience Management (CXM) Services through expansion in new regions, serving various buyer sizes, and delivering high satisfaction scores due to greater technological and advanced digital capabilities.

For this EMEA edition, Everest Group selected 21 organizations to evaluate and compare for their 2020 report based upon the service provider’s market success, vision and strategy, service focus and capabilities, digital and technological solutions, domain investments, and buyer feedback.


Webhelp Confirming End of Operations in Kaunas, Lithuania

STOCKHOLM, October 13th, 2020

Global customer experience company Webhelp confirms their closure of its operational site in Kaunas, Lithuania by the end of this year.

The ramp down of Webhelp’s activity in Lithuania is linked to a strongly reduced demand in the global travel industry, on which the Kaunas team focuses, and will happen gradually from now until the end of 2020.

The tenured Webhelp team serves various clients at the international level in the areas of customer service, finance and data/fraud protection. Each employee speaks and writes two or more languages. Services provided from the Kaunas office are in Norwegian, Swedish, Danish, Spanish, Italian, German, French, Russian and English languages.

Webhelp is very thankful for the loyalty and support of its experienced team in Lithuania and is working together with Webhelp’s international locations,  the local government, and other parties to assist their people in the transition to the next phase of their career.

For questions, please reach out to:

Janis Misans
MD Webhelp Latvia and Lithuania
janis.misans@webhelp.com
Phone: +371 27824787

Terje Andreassen
CEO Webhelp Nordic
terje.andreassen@webhelp.com
Phone: +46 70 226 42 85


Webhelp announces partnership to help the hospitality industry bounce back with award winning fintech Yoello

Webhelp, a global leader in customer experience and business solutions, is supporting Yoello as it accelerates its growth in the UK and into Europe.

Yoello’s simple and secure mobile ordering solution allows customers to order food and drink from the comfort of their table by scanning a QR code, using any phone and without downloading an app. With COVID safety in mind, Yoello minimises unnecessary contact, removes queues and replaces physical menus.

Webhelp is providing the order and pay platform with B2B outbound sales support and will be helping the company onboard new clients to meet the spike in demand following the new measures introduced to the hospitality sector.

Yoello, which is offering new clients a free 3 month trial of its mobile table ordering platform, will benefit from Webhelp’s highly-skilled experts, a bespoke sales model, market intelligence and analytics.

David Turner, Webhelp UK Region CEO, said:

“Our people bring unrivalled expertise and a start-up mentality that is essential for innovative and ambitious firms like Yoello. It’s exciting to partner with a fast-growing fintech that is helping the hospitality industry adapt by keeping employees and guests safe. From the beginning Webhelp embraced an entrepreneurial spirit which remains at the very heart of everything we do, even 20 years later.  Our founders are still as passionate to this day, and their continued leadership enables us to help exciting technology innovators like Yoello to prosper in their own journey.”

Sina Yamani, CEO of Yoello, said:

“We’re so pleased that Webhelp is able to provide valuable insight and support for our business at this exciting time. Yoello is helping the hospitality industry move seamlessly to a safe and easy way to serve food and drink and Webhelp is a perfect partner – together we’re enabling even more operators to take a data-driven approach to social distancing.”

The fast growing fintech received recognition last week (Thursday 1st October) at the Wales Start-up awards, picking up the award for Fintech Start-up of the Year and Mobile and Emerging Technologies Start-up of the Year. Now in their fifth year, the awards are exclusive to Welsh companies that have launched within the last three years and provide a unique opportunity to recognise the achievements of those entrepreneurs that are making an incredible impact on the Welsh economy.

Find out how Yoello is supporting thousands of hospitality businesses through mobile order and pay technology – ​yoello.com


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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.


Webhealth KM Challenge

WebHEALTH KM Challenge has travelled beyond the Earth to raise funds for STEPtember!

Webhelp launched its biggest WebHEALTH challenge yet, reuniting thousands of Webhelpers from across the world around one common goal; travelling the circumference of the world through exercise in just 30 days.​ We’ve now hit the halfway mark of our time to complete the WebHEALTH KM Challenge, and have smashed our initial goals far beyond!

In just 15 days, we’ve not only travelled the circumference of the world, we’ve also gone around the moon for a total of 50.996KM!
Back on earth, some of our participants are getting very creative in adding kilometers, like our colleague Tor Andre, a customer service representative based in Malaga who took his Webhelp spirit to the next level!

Besides having fun and working on our fitness as a community, there’s a bigger reason behind our dedication to this challenge.
As a company determined to make business more human, Corporate Social Responsibility is highly important to us.
For many, being able to exercise or even simply walk might be an entirely normal thing, but unfortunately, this is not the case for everyone. ​
One of the many reasons we launched this initiative is to sponsor important charities such as STEPtember, a global initiative to raise funds for critical Cerebral Palsy research.​
Cerebral Palsy is the most common motor disability in childhood that in various degrees hinders its patients’ from living a normal life.

Webhelp has joined many major global and local corporations to raise funds through the STEPtember initiatives to support research that could truly change many patients’ lives.​
To find out more please visit www.steptember.us.

Here is what Sandrine Asseraf, Group Managing Director, People & Business Development – Legal & Compliance and Dominique Chatelin, President of Supervisory board Webhelp Payment Services had to say about the initiative:

How does Webhelp and sponsoring charities fit together?

Sandrine Asseraf: Our Think Human approach means that we take care of our people and their health. We look after each other and also the communities we live in. Participating or funding the associations in our communities which contribute to changing the life of people, is part of our commitment to positively impact our societies. The KM Challenge is not just Webhelp supporting an amazing cause, it is each Webhelper playing their part in making business more human – inside and outside of Webhelp.

Why is it so important to participate in STEPtember?

Dominique Chatelin: WebHEALTH Kilometer challenge is a great initiative, and by combining it with STEPtember, we can raise money to finance medical research and support for kids suffering from Cerebral Palsy. This gives us the opportunity to Think Human as we walk for kids that will probably never walk. The program was born in Australia, and is now also available in France, Netherlands, Turkey and many other countries: https://www.steptember.org.au/

Are you participating in the challenge yourself and how?

Dominique Chatelin: Of course! I am running and you can support me on my page: https://www.steptember.fr/fundraisers/dominiquechatelin.

In the past, I have participated in a semi-marathon pushing a wheelchair to contribute to the same cause.

Sandrine Asseraf: I am a much slower runner than Dominique so I try to do some biking as well to put in more kilometers!

Any words of wisdom to close with?

Dominique Chatelin & Sandrine Asseraf: Having good health is an undervalued gift that we often take for granted. Until we face people that do not have the chance of this invaluable gift, running for them takes little efforts. Nonetheless, it is such a big help for these kids and adults who will never walk! Enjoy your WebHEALTH Kilometer Challenge and have fun contributing to STEPtember.

We’ve managed an incredible achievement in these first 2 weeks already, but now is not the time to stop! ​We are on our way around Mars as we continue to reach for the stars!

​You can keep track of our progress in this blogspace and across our social media pages through the hashtag #WebHEALTHKilometerChallenge ​


OneShot #5 - Influence

Our 5th edition of OneShot is here!

Download your OneShot magazine

Following the unprecedented situation of the COVID-19 pandemic, numerous companies have been forced to make vital adjustments to stay afloat and also guarantee business continuity. Our interesting reads also include:

A Word: KOL – Key Opinion Leader
A Number: 10,000 subscribers and no more
Three Opinions: Influence: How to get your messages across?
One News: TikTok supports its position in Europe
A Demo: The dark social
A B-Case: How Webhelp’s KYC participated in securing a platform by Bpifrance
A Hashtag: #TrustYourInfluencer
An Offer: MyStudioFactory
An appointment: Conversation 2020, Paris
A Conversation: How to restore confidence in the time of fake news?
A Story: Santa Claus, citizen of the New World

Read all about these exciting and thought-provoking topics in our 5th edition of OneShot.