Webhelp expands with launch of multilingual site in Albania
Webhelp partners with global beauty client to bolster customer service
Milan, Italy – 29 April 2021
Webhelp, a leading global customer experience and business solutions provider, has proudly launched a new site in Tirana, Albania, as part of its strategic growth in the Italian market.
The site was officially opened on 15th April 2021 and will support a global beauty client by providing full-fledged customer service support to bolster their customer experience.
Andrea Coli, Chief Executive Officer at Webhelp Italy, said:
“We are very proud to open our Tirana site and strengthen our unique best shoring capabilities, particularly for the Italian market. We are eager to grow our team in Albania and support new and existing partners while contributing to the local economy through career development opportunities. We look forward to a fruitful collaboration with our new partner and are excited to work with such a global leader in the beauty industry.”
Since the site opening, the business is in the process of hiring and intends to create 200 jobs initially, growing to as many as 500 team members in 2022. The Albania site, selected for the geographical proximity to existing Italian operations, will offer customer experience and content management services to global clients mainly in Italian, English, German, Spanish and can offer service in Albanian and Greek for local partners.
This expansion marks the latest addition to Webhelp’s strong best-shoring network, built to leverage the strengths of its many locations to best serve local and international clients in Europe.
The Tirana office will be managed by Webhelp’s team in Milan, which also covers Italy and the Czech Republic.
Webhelp plans to utilize its 20 years of experience, dynamic expertise, and global way of working to contribute to Tirana’s economic development and the success of the customer experience industry in Albania.
Driven by a vision of making business more human and a solid and unique company culture based on a community of over 75,000 passionate game-changers, Webhelp thrives on making an impact by helping clients in a way that can deliver real value.
Webhelp partners with Microsoft to stimulate economic growth in Egypt
Webhelp, a global leader in customer experience and business solutions, recently entered a partnership with Microsoft to create 200 jobs in Cairo, Egypt.
An official agreement was signed with a joint mission to grow the Webhelp Egypt business to 1,000 employees by the end of 2021 and expand to more than 4,000 employees over the next three years.
Driven by its vision to make business more human, Webhelp is committed to increasing diversity and investing in programs to promote education and integration in the more than 50 countries where it operates. Already a major employer in Africa and northern Africa, Webhelp is committed to growing its sustainable investments on a global scale.
The news comes after Webhelp signed a three-year agreement with Egypt’s Information Technology Development Authority (ITIDA) to invest EGP 200M into job creation, technical skill enhancement, and economic growth. In line with Webhelp’s impact sourcing initiatives, ITIDA aims to create intensive job opportunities for highly qualified Egyptian youth in information technology products and services.
Last Thursday, Amr Mahfouz, President of ITIDA, Mirna Arif, General Manager of Microsoft Egypt, Vincent Bernard, Group Chief Operating Officer, Etienne Turion, CEO of Webhelp Enterprise, and Alaa El Khishen, Webhelp Egypt CEO, witnessed the event at the official Ministry of Communications and Information Technology office in Egypt.
Microsoft and Webhelp’s collaboration will support remote presales and sales services of Microsoft digital transformation solutions to small and medium enterprise businesses. Webhelp’s enterprise practice has developed strong partnerships with major tech players globally, thanks to its strong expertise in B2B sales in this key sector. This agreement strengthens Microsoft and Webhelp Egypt’s future ambition to generate job opportunities to spur growth and prosperity in the region.
Mirna Arif, Country Manager, Microsoft Egypt, said:
“Our partnership with Webhelp will enable job creation, enhance skills and support our country’s growth story in the post-pandemic era. As we continue to empower public and private organizations across the country to achieve their digital agendas, we will continue to strengthen Egypt’s position as the destination of choice for attracting global investments.”
Vincent Bernard, Group Chief Operating Officer, announced:
“We are proud that thanks to our enterprise expertise and global way of working, we have become a trusted partner of a major player like Microsoft. Our partnership will become part of Webhelp’s ESG initiative to empower new generations through offering the opportunity to become trained and internationally certified in pre-sales services, digital sales, and sales channels. In the coming years, we have plans to invest further in opportunities for youth in Egypt.”
Collection of overdue payments: effective and people-friendly solutions based on Commitment, Innovation and Solidarity
In a difficult social context, a new model for collecting overdue payments is needed. More people-friendly, but no less effective, the new model has three focuses: Engagement, Innovation and Solidarity, as explained during a Smart Session given by Franck Etienne, General Manager of Collections Services – Customer Financial Experience products at Webhelp Payment Services.
Methods of collecting overdue payments are changing. They are adapting to a difficult social context, scarred by both an economic and a medical crisis. For businesses, the situation is worrying and delicate: what’s the best way to make it work? In-house or with a specialist partner?
Experience shows it is wise to re-organise the model around three focuses: Commitment, Innovation and Solidarity.
1. Commitment: to make collection advisors more effective
As professionals, collection advisors are accountable for the advice they provide, i.e. what they say to a client. Ultimately, this responsibility falls on the partner company. So the initial training and then daily coaching of these teams is crucially important.
Every day, these advisors are dealing with people who are struggling or unwilling to pay. So they are “on the front line”, displaying the brand image of the company seeking payment. Therefore, the advisors need to be extremely careful when using the three traditional phases – case analysis, listening and finding solutions! In addition, monitoring, listening and measuring systems need to be set up and properly managed.
Overall, the advisor must feel fully accountable and committed to his actions, completely consistent with his colleagues and managers and within the “spirit of the brand”.
From the customer’s viewpoint, it would be inadmissible for the credit company to provide responses which varied with the contact person or the communication channel (email, mail, SMS, etc.).
This concept of advisors’ professional commitment must be reconciled with the concept of trust.
Typically, the business of collection starts with fairly rigid call scripts. Exchanges between the advisor and the client are structured as they progress – which is very reassuring for a newly recruited advisor, for example.
However, switching as quickly as possible to other methods, such as the mind map,is recommended. This very practical and powerful technique makes it possible to visualise the client’s thoughts and behaviours. It is a live, adaptable method that benefits from exchanges between the various parties involved. This free flow of ideas makes it possible to emulate and constantly improve, increasing the competence and confidence of advisors – which ultimately results in greater efficiency.
And of course, in a context of working from home, whether hybrid or full time, this concept of trust between advisors and managers has become a key point of collective efficiency – the manager’s adaptability also being crucially important.
This new organisational situation will probably be perpetuated in many companies, the aim being a “triple win'” where everyone benefits: employee, creditor and end customer.
To meet this commitment challenge, a healthy trust between employee and manager needs to be put in place, rather than “command and control”!
2. Innovation: so that the advisor optimises the collection strategy
Too often, the keyword “innovation” is associated with new digital tools. This should not be exclusive: social innovation must remain the priority, as technology is there to be used for human performance.
For example, when carrying out data management analysis for our customers, we study many variables: profiles of overdue customers, behaviours and reactions to requests, analysis of reachability, creditworthiness, payments, etc.
In our experience, for this data analysis to be effective, it must be cross-referenced with analysis of the actual experiences of advisors and their managers.
What we find is that, over and above raw and quantitative data, it is the quality of the human interaction that makes the difference.
Thus the advisor has a key role in realising and optimising brand strategy. However, it should not in any circumstance be considered rigid, definitive and mechanically employed in a “top down” manner.
To return to the concept of technological innovation, let’s not forget we are now at the stage of enhanced advisor. This means the advisor can rely on a variety of automated business process solutions (or RAP for Robotic Automisation Process).
In practice, some repetitive or low value-added tasks are handled automatically, either totally or partially. This usually but not always refers to back office areas.
For example, there are real-time monitoring and re-transcription systems for conversations between advisor and client. They provide indicators that tell you about the quality of the conversation, such as its emotional content.
These monitoring tools can also offer the advisor tools to help with decision-making or discussion.
However, these tools should be studied or implemented with care. Within the Webhelp Group, experiments are underway, particularly in Nordic countries.
Measuring the implementation costs for these solutions is essential. In addition to direct costs associated with the acquisition and technical operation of these solutions, there are organisational costs to be included. These enhanced advisor solutions require very specific HR and managerial support. Careful preparation and then testing are required to create the expected added value!
Finally, technological innovation also applies to the omni-channel advisor. This advisor no longer only handles outgoing calls; he also handles incoming calls, emails, chat conversations, and sometimes even mail. This has led to the growing importance of writing in recruitment and training processes for collection advisors.
3. Solidarity: for empathetic support in line with brand values
Solidarity is traditionally defined by concepts of “social duty, reciprocal obligation, help and assistance, courteous collaboration between people in a community… “.
The brand must position itself clearly in relation to this fundamental value. This is even a priority in certain professions, such as mutual organisations and insurance companies for example.
And so in 2021, and probably in 2022, the brand will ask the question: “how are we to approach our clients who are suffering hardship in such a stressful social, health and economic context?”.
For its part, for several years now Webhelp Payment Services has been working in partnership with Crésus,a federation of 24 regional associations. Their mission is to help people who are in over-indebted or suffering financial problems. They also play a role in providing information on excessive debt and its prevention.
For example, this partnership has made it possible to measure people’s level of fragility in order to inform collection services and allow referral to appropriate support services.
In certain sectors of activity, this value of solidarity also enables the brand to play an advisory role–going as far as providing coaching. In addition, experiments between Crésus and Webhelp Payment Services will be extended during 2021.
Similarly, the idea of solidarity applies to teams of advisors engaged in a collective effort to improve service and share best practice.
To sum up, although there is a certain amount to be collected, it is possible – and probably desirable – to bring people into the relationship, while relying on technologies and tools that enhance that relationship.
It is also this empathy and this search for human solutions that over time will lead to a good and lasting relationship with the customer and a positive brand image! A relationship to everyone’s benefit!
To find out more about this topic
Webhelp named as leader by NelsonHall for Customer Care and Sales Capability
Webhelp was recognized as a leader in NelsonHall’s 2021 Vendor Evaluation & Assessment Tool (NEAT) for our exceptional customer care and sales capability on social media. We were also ranked highly for our online reputation management, content moderation, and trust and safety capabilities, validating our teams’ ongoing dedication to support our global partners’ customers and brand reputation.
NelsonHall recently published a social media customer experience (CX) services profile highlighting Webhelp’s capabilities, specialization, and technology enablement. The profile also touches upon our people-first approach to ensuring the health and wellness of our team members.
Ivan Kotzev, lead CX analyst and author of the report, stated:
“In the breakneck dynamic of social media content moderation, Webhelp maintains a strong position with a combination of proprietary moderation and agent assistance platforms, strategic partnership, investments in employee wellbeing and resilience, and industry-specific services.”
NelsonHall’s custom report presents the NEAT vendor evaluation findings for social media CX services in the Customer Care & Sales Capability market segment, displaying a graph of our performance analyzing our social media CX services and the latest market trends.
Besides our solid B2B social selling capability, the profile elaborates on our social media CX consulting, design ability, mature content moderation, and trust & safety experience. This high rating in NelsonHall’s assessment validates our extensive capability and growing global footprint enabling our teams to go the extra mile to deliver real value to our clients.
The report evaluated 21 leading industry players to compare and highlight their offerings, delivery capability, benefits achieved on behalf of clients, customer presence, positioning, innovation, and more.
Ivan continues in the profile, “Webhelp has a mature consulting and design practice able to analyze clients’ CX demand and identify social channels’ suitability within an overall CX approach.”
The NelsonHall NEAT assessment defines a leader as a player who exhibits high capability than their peers while delivering benefits for clients at a developed ability to exceed client expectations.
Webhelp delivers 20% performance improvement for clients by leveraging conversational AI
Paris, April 6th, 2021
Webhelp, a leading global provider of customer experience (CX) and business solutions, today announces a host of positive results from the implementation of machine learning (ML) and natural language processing (NLP) technologies, which improve customer operations in written text channels such as email, chat and social media through augmenting human delivery with these enhanced automation capabilities.
As a leading technology enabler in CX, Webhelp’s integrated technology platform leverages partnerships with established enterprise tools, curated start-up technologies, and Webhelp’s own proprietary development capabilities to deliver tailored customer experience solutions for brands.
The innovative technology, launched as part of the Webhelp platform in 2020 in partnership with EmailTree, has enabled Webhelp to integrate the solution into existing operations with clients such as Samsung, to support agents through several models including email understanding, robotic process automation (RPA) of business tasks, and personalized email composition.
Results include an initial performance improvement of around 20%. In turn, this enables a higher-quality customer and employee experience, as representatives have more time to focus on value-added work for customers.
Raluca Leonte, Head of Global Delivery & Transformation at Webhelp, said:
“We are delighted to see this initiative generating such standout results so far. It’s exciting to know that we can expect the program to deliver up to a 50% increase in performance as we scale in the future. Our partnership with EmailTree AI is part of our commitment as a technology enabler to ensure that our clients benefit from best-in-class solutions designed and delivered in the right way to serve their brand and customers. Omnichannel strategies are more important than ever, and in a global, multilingual business like Webhelp, automation is a critical part of enabling our people to take brand experiences to the next level. We know that AI and ML are quickly evolving in text-based channels such as email, and as a company founded in the digital era, we are continuously helping our clients further their digital transformation agenda.”
Samsung, a Webhelp client, has been utilizing this groundbreaking technology and is already seeing some standout results. Abira Siran, Senior Professional, Customer Experience Manager at Samsung Electronics France, explains:
“The high-tech industry is ready to take technology and innovation to the next level helping to design a better customer and employee experience. Digital interactions have the highest potential to create innovation at scale, and Webhelp has enabled this through its innovative partnership with EmailTree AI. These initial results are very encouraging. The program delivers a more intelligent way of working to allow the operational team to naturally choose quality over quantity.”
Casius Morea, Founder and CEO of EmailTree AI said,
“We’re thrilled to partner with such an innovative player like Webhelp, with such a deep understanding of what’s needed to drive a stellar digital experience. Our mission is to reinvent the customer experience with intelligent end-to-end customer service automation driven by people. Naturally, as technology enablement is a core pillar of Webhelp’s culture, we were delighted to partner to strengthen their offering to clients across multiple sectors.”
About EmailTree AI
EmailTree AI comes as an end-to-end AI-driven solution to empower customer services and support teams with a complete customer service automation solution which helps enterprises, SMEs and individuals to decrease the time spent for customer requests and email management, reduce costs, automate repetitive tasks and increase the customers’ satisfaction. The artificial intelligence helps the human reaching a higher value-added and it is always the human that keeps control. The reply suggestions proposed by the AI can always be improved by the human touch. The solution is used by top telecom companies in Europe (e.g. Orange Luxembourg), utilities’ providers (EDF France), ecommerce platforms (BWM Mediasoft), banks, insurance companies, global customer outsourcing and business process outsourcing leaders.
‘The Nest’ by Webhelp expands across Europe
The customer experience program offers a simple and scalable outsourcing proposition for fast-growing companies
Paris, March 24th, 2021
The leading global customer experience (CX) and business solutions provider, Webhelp has announced the expansion of its program, The Nest by Webhelp, across Europe, which aims to support startups and scaleups to provide the best-in-class customer experience. The Nest enables fast-growing companies across all sectors to grow exponentially by offering a unique, tailor-made outsourced CX proposition.
This news comes at a time when many young companies are facing multiple challenges due to the pandemic and are requiring flexibility and ROI optimization while uncertainly prevails in their business environments.
Chloe de Mont-Serrat, Head of The Nest, said:
“We’re delighted to expand our offering to companies across Europe. Thriving startups have one key thing in common – exceptional customer experience. Outsourcing CX with a trusted partner can enable businesses to scale quickly while maximizing ROI, freeing them up to focus on what matters most – growing their business.”
Launched in France in 2018, the program already supports dozens of the most dynamic startups, many of which have been placed highly in The French Tech Next rankings. In addition to this, Webhelp is a long-standing partner for countless unicorn startups and is well-placed to help fast-growth companies differentiate their businesses. The program is taking on a European dimension by expanding into the UK, Spain, Germany, The Nordics, The Netherlands, and Turkey.
“Building a startup can be complex, and the early days are the hardest, without a doubt. From scaling quickly in new markets to building solid expertise and processes to sustain growth, to creating innovative products and services, the challenges are diverse. Our program can support startups by providing an outstanding customer experience to put them at a competitive advantage while helping control costs”
added Edouard de Ménibus, Program Director, The Nest, France.
The Nest by Webhelp makes the expertise of Webhelp, the European market leader for CX, available to smaller businesses and is based on a strong people-first working culture. Its core focus is to support its clients as they grow their businesses and enable them to generate competitive advantages in the CX space. The program offers a wide variety of services, all of which can be customized to the client’s individual needs, including, but not limited to; omnichannel customer engagement services (including customer care, community management and technical support), sales support (customer acquisition & retention, sales assistance) and digital services (content management, moderation services, digital marketing). The program operates 24 hours a day, seven days a week and is available in more than 40 languages.
In addition to a best-in-class customer experience delivered by expert teams, clients also get access to ‘The Nest Community.’ This resource will offer members mentoring, business development, and networking opportunities as an additional way to generate traction and achieve better results through a strategic startup network.
As Charles Egly, CEO of Younited Credit, and one of the first startups to join The Nest by Webhelp program, testified:
“In the early days of a startup, the senior team often try to tackle all the issues head-on, sometimes to the detriment of the final product or service. The outsourced support that The Nest program offers was invaluable to expand our team and provide reinforced expertise. It also allowed us to conquer new markets much faster. Working with an outsourced partner in this way offers increased efficiency, lower operating costs, more flexibility, and faster time-to-market. Not to mention, access to the best processes and tools on the market, most of which are usually too costly for a startup.”
Webhelp Co-Founder, Olivier Duha, concluded:
“We are thrilled that – despite the COVID-19 pandemic – the startup world is still booming, and the pace of fundraising has not slowed down. Ultimately, supporting fast growing startups has always been in our DNA, as we still have an entrepreneurial culture that perfectly guides that.”
About The Nest
The Nest by Webhelp is an outsourced customer experience (CX) program by Webhelp to help startups and fast-growth companies differentiate themselves and scale-up their team, quickly and simply. Operating across Europe, the program provides clients access to its global network of operational customer experience specialists 365 days a year and seven days a week. The Nest offers a wide variety of services, all of which are customized to the client’s individual needs, including, but not limited to; omnichannel customer engagement services (including customer care, community management and technical support), sales support (customer acquisition & retention, sales assistance) and digital services (content management, moderation services, digital marketing). Clients of The Nest will have access The Nest Community, offering mentoring and other business support and guidance to enable startups to grow and succeed in their marketplace.
More information can be found at thenest.webhelp.com
Webhelp score four ECCCSAs including Gold for Most Effective Homeworking Program
19th March 2021
Webhelp, the leading global customer experience (CX) and business solutions provider, secured four top awards at this year’s European Contact Centre & Customer Service Awards (ECCCSA), including Gold for Most Effective Homeworking Program, which is part of Webhelp’s ongoing innovative solution tied to their unique Webhelp Anywhere proposition. The company was also awarded Silver for Responding in a Crisis in the Providing Leadership category.
The ECCCSA awards, presented virtually this week, also saw the Webhelp team win two Bronze awards for Most Effective Improvement Program with Sainsbury’s Bank and Most Effective Learning and Development Initiative.
The Gold award for Most Effective Homeworking Program recognized Webhelp for developing an innovative homeworking solution in record time. Webhelp was motivated to create a homeworking solution to meet their business aims and support all employees.
The robust delivery model, with its hybrid approach, ensured that Webhelp could continue to serve their clients and supply vital support during a time of growing consumer demand, which significantly impacted business across the sector. Webhelp’s people-first culture meant that prioritization of colleague health and wellbeing was essential, and initiatives were built to support employees’ work-life balance and working flexibility as part of their virtual WebHEALTH strategy.
Raluca Leonte, Head of Global Delivery & Transformation at Webhelp said:
“These awards emphasize the strength of our global business and the dedication and ingenuity of the Webhelp community. Not only did our teams enable a shift to homeworking in record time, they have also ensured that our clients have the right delivery model for both their business and customers during this unique situation. In turn, this has also driven further innovation in our established virtual working model, and our unique Webhelp Anywhere proposition. We’re delighted that our teams’ efforts have earned recognition by such a renowned awards program, marking a special moment on Webhelp’s journey of rapid growth and people-first innovation.”
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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Webhelp solidifies footprint in Latin America with Dynamicall
Paris, March 9th, 2021.
Webhelp, the European leader in Customer Experience and Business Solutions, announces today that it has acquired Dynamicall, a leading Peruvian BPO player with over 4.500 employees based in Lima. This acquisition is the latest in a line of sizable and strategic M&A activities over the past five years.
Olivier Duha, Webhelp’s co-founder and CEO, declared:
“Dynamicall is an impressive organization, with a strong cultural fit with Webhelp. We have been partnering to serve several major brands successfully in 2020 and are excited to now welcome their talented teams into the Webhelp family. With its superior track record in delivering high-quality services and its attractive client base, Dynamicall reinforces our unique best-shoring capabilities for our clients.”
Dynamicall enhances Webhelp’s service portfolio in several strategic areas including Spanish and multilingual operations with on/nearshore and offshore delivery capacities for the local and international Spanish-speaking market and North America, and the potential to expand coverage for global and multilingual clients.
Latin America (LatAm), as a region driven by strong economic development, is of key interest to Webhelp. With its broad range of services tailored to clients of all sizes, from start-ups to global conglomerates, Webhelp is keen to serve its clients’ in and from this region while contributing to the local economy and creating career development opportunities. With the acquisition of Dynamicall, Webhelp now has two own sites in Latin America, in addition to the existing operations on the premises of clients in several countries in the region and greenfield sites in the pipeline. The Latin American operations will work together closely with Webhelp’s established Spanish teams, with Julio Jolin extending his responsibilities as CEO to lead LatAm.
Julio Jolin Vargas, CEO of Webhelp’s Spanish operations said:
“The incorporation of Dynamicall in the Webhelp family will strengthen our service offering for Spanish-speaking and global companies alike, looking to reinforce their operations with state-of-the-art services in the LatAm region and the world. We are very excited for this new opportunity to expand our support further for both our current clients and those to be.”
Enrique Beltran, founder and CEO of Dynamical, stated:
“We’re thrilled to take this next step in our partnership with Webhelp and merge with such a dynamic and solid leader. Thanks to the dedication and skills of all people at Dynamicall, we get to serve some of the world’s most exciting brands, and together with our new parent company, we get to expand even further, not only internationally but also in terms of capabilities.”
Webhelp will celebrate its 21st anniversary this year and has become one of the global leaders in the sector thanks to steady organic growth and acquisitions. Driven by a vision of making business more human and a strong and unique company culture motivated by an agile, start-up mindset, and over 75.000 Webhelpers bring their smarts and hearts to the table every day to help clients in a way that makes a real difference.
About Dynamicall
Dynamicall is a leading Peruvian BPO-Contact Center industry provider, offering a stable and formal employment to more than 4500 collaborators from its 2 sites in Lima. Its client portfolio includes major brands, leaders in their respective industries, across all regions of LatAm, North America, and Spain. Dynamicall’s services range from Customer Care, Sales, Back Office, Technical Support among others. Founded 13 years ago, Dynamicall has become one of the most important references in the local industry with a revenue of over 30 million USD per year.
Webhelp rewarded for its commitments
The group obtains the highest distinction of the AFNOR label for the French region
Webhelp, one of the world leaders in customer relations, has obtained the label RSE Engagé with the level Exemplary issued by AFNOR for the French region.
This award is the result of a strong commitment, which has been driven since the creation of Webhelp by its two founders, Olivier Duha and Frédéric Jousset, by integrating the policy of corporate responsibility (CSR) at the heart of the group’s business model and strategic management.
Several criteria were evaluated by AFNOR. The organisation awarded Webhelp the highest distinction of the label, a level rarely awarded during a first evaluation, according to 4 axes:
- The positive impact of the group’s locations on the territories: creation of jobs, new trades and new local skills.
- Respect for employees: they are at the centre of the strategy to improve customer relations and the innovations proposed.
- An organisation that attracts talent and ensures personal development through promotions and internal development.
- Precise monitoring of performance via quantified commitments and monitoring dashboards covering social, economic, health and safety, quality of life at work and environmental issues.
Vincent Bernard, Global Chief Operating Officer, welcomes this label: “Our commitment to CSR has taken root and become stronger within the company over the years. This year, it is reflected in this 3-star rating, which rewards the commitment of everyone in the various territories where Webhelp France is present. Bravo and thank you to our employees, let’s continue together to embody our common Think Human philosophy“
Present in 49 countries through 170 sites and 65,000 employees, Webhelp is committed to promoting the values of diversity, equality and diversity in all the territories where the group operates. The group’s commitments are structured around 4 pillars:
- People : The group is working to create a future and career path for populations with difficult access to the labour market and to create the best possible working environment for teams, in particular through the global WebHealth program.
- Planet : The group has implemented a policy of reducing its emissions to aim for carbon neutrality and is building a climate roadmap aligned with a 1.5°C/2°C trajectory.
- Progress : To make market practices more ethical: in particular on data protection and corruption. Webhelp selects partner companies that respect the same rules of conduct as the group.
- Think Human Foundation : This translates into the implementation of citizen actions in favour of education and reintegration in each of the countries where Webhelp is present, in particular through Think Human Foundation. The Group is also a signatory of the Diversity Charter and has joined the United Nations Global Compact.
Webhelp Ranked Highly Across all Aspects of Social Media by Leading Analyst NelsonHall
Firm announces host of analyst accolades
Paris, France , 11 February 2021
The leading global customer experience (CX) and business solutions provider, Webhelp has been recognized by top-ranking industry analyst, NelsonHall, for its social media capabilities.
The firm was recognized across three core areas: customer care and sales capability; online reputation management capability; and content moderation, trust and safety capability.
NelsonHall’s Evaluation & Assessment Tool (NEAT), part of a “speed-to-source” initiative, enables strategic sourcing managers to assess vendors’ capabilities to identify the industry’s best performers during the sourcing selection process. The methodology specifically evaluates the quality of players’ abilities in several categories, such as technology and tools, service innovation, geographic footprint, and scalability, amongst others.
“We are thrilled that NelsonHall has recognized our social media capabilities. Now more than ever, and in an increasingly digital world, businesses need to deliver high-quality and trustworthy customer experience interactions. Webhelp has a diverse range of digitally enabled services, which allow us to support global brands with their social media interactions and reputation and work with social media platforms and marketplaces themselves to support a safer online environment for users. We are very proud of our achievements in this space,” said Webhelp Co-Founder Olivier Duha.
Ivan Kotzev, NelsonHall CX Services analyst, said:
“Webhelp’s strong performance in social media support and sales is built on a fundament of proprietary technology, channel management experience, and CX consulting capability. Notable is the company’s expertise in lead generation and sales activities on social channels, an increasing priority for brands looking to meet their customers on these channels.”
Webhelp’s extensive capabilities and growing global footprint continue to be validated by the analyst community, with esteemed U.S.-based analyst, Gartner, naming Webhelp as a Niche Player. This builds on the analyst’s reporting of Webhelp as a Rising Star in 2019/20, as the business further establishes its reputation as an industry disrupter and credible alternative to the more traditional players in the North American market.
These recent accolades amplify Webhelp’s current positioning by global analyst Everest Group as a Leader in Customer Experience Management (CXM) in its PEAK Matrix® Assessment 2020, as well as a Leader in its CXM in Europe, Middle East, and Africa (EMEA) Services PEAK Matrix, recognizing Webhelp as being particularly strong in terms of both vision and capability. The Everest Group positioning extends to a new report where Webhelp is recognized as a Major Contender in work-from-home solutions amongst other global players.
Everest Group wrote in its WAHA (Work at Home Agent) CXM Services PEAK Matrix Assessment:
“Webhelp is driving digital transformation through cloud adoption, CX consulting, and automation by partnering with technology vendors such as Amazon Connect, MS Azure, and UiPath, utilizing their platforms as per clients requirements.”