Webhelp Welcomes Chief Growth Officer in APAC

Webhelp Bolsters APAC Leadership with the Appointment of Andrew Quake to Chief Growth Officer

October 12, 2021 — Webhelp announced the appointment of Andrew Quake to Chief Growth Officer for the APAC Region. Serving in a newly created role that solidifies Webhelp’s commitment to invest in APAC, Andrew will support the business from Singapore.

A seasoned business leader who has built and grown new companies and created new products and revenue streams, Andrew brings over 20 years of deep experience across management, business development and client relations. He most recently served as CEO of TapTap, a digital loyalty and e-payments startup in Vietnam, where he helped the business set up and scale rapidly, bringing onTapTap platform merchant clients on board across diverse consumer sectors.

Andrew, who has taken on this new position in Singapore, explained his passion for the role, “I am thrilled to be a part of such an exciting organization driven by a people-first approach. When I learned about Webhelp’s ambition, I knew I wanted to be part of the pivotal hyper-growth taking place in the APAC region. Webhelp is transforming how businesses look at end-to-end customer journeys, and I look forward to building upon this approach in APAC. I am excited to further strengthen our client relationships, especially in Singapore.”

Andrew will work from Singapore, where several of Webhelp APAC’s leading technology, entertainment, and e-commerce clients are located.

“We are thrilled to welcome Andrew to the Webhelp family during this exponential time of growth and look forward to working with him to accelerate this. Andrew’s passion for innovation combined with his previous experience working in the B2B space with some of the top global brands, such as Visa, Mastercard, and Accor, has given him a think-outside-the-box perspective on transformation,” said Markus von Rhein, CEO of Webhelp APAC. “On behalf of the entire leadership team here, we are excited to leverage Andrew’s expertise to amplify and grow Webhelp’s reach in the region.”

Webhelp APAC operates from Malaysia, Australia, Indonesia, New Zealand, Philippines, Singapore, Thailand, and Vietnam, providing multilingual multichannel customer experiences for both local players as well as some of the largest leading technology and consumer brands.

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WebHEALTH - Plogging for World Cleanup Day

Webhelpers from around the world engage in our Environmental, Social, and Governance (ESG) strategy to bring our vision to life and make a positive impact.

September 18th marks the annual World Cleanup day movement. This day harnesses the power of people around the world to come together and help clear our planet of waste: from forests and rivers to beaches and local streets.

According to the World Bank, humankind generates 2 billion tonnes of waste worldwide annually, part of which ends up in our natural environment, polluting our streets, oceans, countryside’s and more: did you that “global waste is expected to Grow by 70 Percent by 2050 Unless Urgent Action is Taken”?

At Webhelp,  we strive to take action and make a positive impact, beyond our recycling efforts and reduction of plastic consumption. We believe in our people and the good they can do around them and for the planet. This September, we are stepping up our efforts and have combined the WebHEALTH Kilometer Challenge with plogging, to take care of our mind, body and our planet.

Our goal this year is to hit a target of 150,000km in 30 days. We are halfway through the challenge and our passion-game changers have already achieved 62,564km, with some already achieving their country target! Our Webhelpers have been running, cycling, walking and much more whilst picking up waste, with many involving their family and friends to achieve something great and make a difference.

The smallest efforts can have a great impact. Alone we can do a lot, together we can do so much more!

Learn more about this year’s WebHEALTH Kilometer Challenge.

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Webhelp brings home a victory at the Apexo Experience Awards

The Peruvian Association of Customer Experience (Apexo) has awarded Webhelp with the Best Customer Experience Operation award, which was presented on September 9th at the virtual gala of the 10th edition of the Apexo Experience Award 2021.

The award recognized Webhelp for having achieved significant results in customers’ perception of CX services. One of the strengths of the group’s success is based on the way it carries out processes by maintaining a key synergy between training, quality and operations teams to achieve results that exceed customer expectations.

In addition, the company demonstrated how it focuses its strategic efforts by remaining true to the pillars of its corporate culture. In addition to keeping the interests of customers at the center of every operation, Webhelp is a “people first” company where the aim is for every employee to have an unforgettable work experience that can be reflected in the end-user experience of customers by achieving a level of customer satisfaction that exceeds expectations.

Within the framework of the award for Best Customer Experience Operation, the innovation and continuous improvement processes around CX operations were also explained, with the incorporation of cutting-edge technology that allows optimizing performance, increasing the level of satisfaction and measuring results in an efficient way.

The recognition of Webhelp is part of the Apexo Experience Award 2021, which aims to reward the efforts of companies to improve and professionalize the business-customer relationship and promote the development of Peruvian companies through the recognition of best practices in administration, human capital, outsourcing operations, dissemination and social responsibility, technological innovation, collection strategy and customer experience.

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WebHEALTH Kilometer Challenge - Mind, Body, Planet

For the second year of many more to come, Webhelpers across the globe reunite for the annual Kilometer Challenge.

The first edition was an immense success in terms of participation and going beyond expectations, coupled with raising funds and awareness.

This September we’ve not only set the bar higher, with close to 1500 passionate game-changers taking on the challenge of covering 150.000 kilometers in 30 days, but we again do so for a cause worth making an impact for.

Doing more for the environment with our Kilometer Challenge

As a purpose-driven company, our Environmental, Social, and Governance (ESG) strategy is key in bringing our vision of making business more human, come to life. Throughout the year, many of our teams engage in activities around our four pillars of People, Planet, Progress, and Philanthropy, while as a business we continuously invest in initiatives to make a positive contribution.

For this year’s Kilometer Challenge, we’re encouraging our participants to not only work on their mind and body, but also take care of our planet, by plogging their kilometers.

The term plogging comes from Sweden’s Ploka and jogging, where people were keen to make a difference by combining their jogging with picking up litter: particularly waste that can’t degrade naturally and poses a threat to the environment such as plastics and metals. Although consciousness and the threat of waste and plastics has particularly been rising across the world, we still have a long way to go. According to the UN, in just one lifetime the amount of plastics produced has exploded massively, with over 56% of the volume produced in the 21st century. While some plastics are used for long periods of time, about 40% of products are discarded within a month leading to about 300 tons of plastic waste yearly, of which only 10% is recycled today, more than half ends up as waste in landfills or nature.

At Webhelp we regularly undertake actions to make a positive impact, beyond our recycling efforts and reduction of plastic consumption. Over the past summer, our WebHEALTH running club which reunites running enthusiasts from all over the Webhelp world, plogged their way through Plastic Free July. On World Environment Day, 25 Algerian Webhelp volunteers paired up with an association for kids with Down syndrome to plant trees and clean over 1000m2 of forest. And with the Kilometer Challenge we are stepping up our efforts to make a positive impact for our planet.

We’re strong believers that even the smallest  effort can have a snowball effect, so we’re calling our Kilometer Challenge participants, but also our supporters and partners to raise awareness and take action. Alone we can do a lot, together we can do so much more!

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Webhelp Romania names a new Chief Executive Officer

Bucharest, September 1st 2021

Răzvan Pătrunoiu has been appointed country managing director of the local subsidiary of Webhelp. From his current position, Răzvan will manage Webhelp’s four offices in Romania, with a team of 2300 people across Bucharest, Ploiesti, Galati and Iasi. He is taking over from Raluca Leonte, who held the position since March 2017, and has moved on to the position of Head of Global Delivery and Transformation for Webhelp, joining the group’s executive committee.

“I am excited to join such a great company. Webhelp has been very successful in changing the rules of the game for customer journeys, driven by our vision of making business more human, and I am certainly looking forward to developing Webhelp Romania further.”, said Pătrunoiu.

Pătrunoiu, 44, has over 20 years of experience in various industries, such as electronic goods, BPO, private equity and FMCG, telecommunications industry and oversaw operations as Managing Director of Samsung Electronics SSC Europe, Ascenta Management, Accenture Romania and Tchibo Romania.

Ludovic Lempire, Co-CEO of Webhelp’s French region of which Romania is part, said;

“We’re very happy to welcome Răzvan to the Webhelp family. Solution oriented, a strategic thinker, eager to tackle new challenges, and a strong believer in empowering people, there’s a natural fit with our game-changers, people-first mindset. Răzvan drove significant growth for the multinational companies he managed, designing and implementing successful solutions and we’re excited about building the future at Webhelp Romania together, combining his experience and the great achievements of Raluca and her teams over the past years.”

Razvan holds a bachelor’s degree in economics and a major in Finance and Banking.

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 more than 90,000 passionate employees across more than 50 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.

Founded in 2000, Webhelp Romania is the first multilingual hub with 24 languages used across its +60 operational projects and the first digital hub within the Group. Webhelp Romania ended 2020 with a turnover of 126.484.237 lei.

 

 Press contact

Iulia Becheanu
Manager Comunicare Webhelp România<<<
M : +40 (0)7 51 18 70 16
iulia.becheanu@webhelp.com

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Polyglot translation AI improves CX and optimizes performance

Webhelp’s proprietary machine translation solution equips advisors to deliver high-quality CX with up to +35 NPS improvement and up to 50% optimized performance

Webhelp continues to develop its proprietary technology platform with the recent addition of AI-fueled, people-powered translation technology. Polyglot empowers advisors to deliver high-quality messages in the customer’s native language.

Polyglot is supported by a hub of language experts who verify complex responses to guarantee quality and consistency. Over time, the AI engine continuously improves by adopting the client’s industry and business vocabulary while learning from feedback from our experts. Thanks to this human-tech combination, customers receive almost instant, relevant responses through chat, email, and social media channels.

As technology enablement is a strategic priority for Webhelp, solutions like Polyglot are essential to delivering high-quality CX at scale. Polyglot’s AI removes pressure on multilingual teammates, freeing up time to focus on actions that deliver value to customers and ensure the best talent is available when needed.

Polyglot has been integrated into existing operations to support numerous prominent Webhelp clients. Showing an average of +35 NPS enhancement in their multilingual customer experience, with an average 76% first-time response improvement that also delivers cost savings.

Emmanuel Saubat-Lalanne, Webhelp Group Technology Solutions Manager said:

“Whether a brand is looking to scale into new markets or increase customer support for rare and long-tail languages, maintaining quality CX in the customers’ native language will be key to sustaining growth. While supporting this key quality, Polyglot boosts productivity and supports quick service as a standard. Our integrated dashboards ensure our clients have oversight on their multilingual communication and efficient management across the business. By optimizing channels and resources, we’ve even seen that this smooth and consistent system helps manage absenteeism and attrition.” 

Polyglot was developed to facilitate high-quality multilingual interactions by supporting Webhelpers with market-leading translation engines and machine-learning algorithms.

Delivering average efficiency savings of 50%, Polyglot gives advisors more time to focus on value-added work for customers, leading to a higher-quality customer and employee experience.

To read more about how Polyglot can be integrated into omnichannel operations to deliver a consistent, multilingual customer experience at scale, head to the page on our website.

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Webhelp expands operations in Mexico

Webhelp, a leading global customer experience and business solutions provider, is expanding its operations in Mexico. Built on a strong people-first working culture, Webhelp has a diverse global workforce of over 80,000 passionate game-changers. Since opening its multilingual hub in Mexico in 2020 the business has welcomed 285 colleagues to deliver Technical Helpdesk Services in Monterrey, Mexico.

Webhelp is looking to onboard a mix of customer service and service desk advisors, team leaders and operational managers. 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

Rogelio Aguirre, Head of Service Operations in Monterrey, saying:

Here in Mexico we are very happy to continue the success that Webhelp has shown around the world.  We are excited to implement industry best practices as we continue delivering a world class service through putting people first, which is one of our main pillars as an organizational culture. Investing in our colleagues and making business more human leads to a better customer experience.

Externally credited and with multiple global award wins, Webhelp people are known as being some of the best in the industry. Driven by a unique vision and company culture of making business more human, the expansion into Mexico marks a number of recent additions to Webhelp’s strong best-shoring network.

Partner to 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 CX industry in Mexico while creating job opportunities for talented Mexicans in this field with Global Executive Director of ITO Andy Webster explaining:

As a business we set ourselves apart by being passionate about the local communities in which we’re based and we’re extremely excited to have a Mexican hub. There are many benefits to operating from here, not only are we further diversifying our business, but we’re able to bring a wealth of knowledge and highly qualified specialists based in Mexico to our growing list of clients around the world.

We thrive on making a difference in the lives of people and businesses by bringing together passionate, fun-loving people and giving them the freedom and tools they need to look after our clients’ customers as if they were their own. Our teams look forward to connecting with our new colleagues in Mexico and making sure they feel part of the Webhelp family. 

Note to Editors:

For more information please contact:

For Spanish inquiries, please contact:


Everest

Webhelp named a global CX leader by Everest Group

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

Paris  – 29th July, 2021

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

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

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

Everest peak matrix

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

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

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

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

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

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

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

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

Download a custom version of the report here.
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Webhelp expands footprint in Americas with OneLink

Global BPO Webhelp Acquires OneLink to Expand Operations in the Americas for Customer Experience Services and Solutions

 

Complementary CX brands bring a game-changing, holistic approach to CX in the digital world, creating modern customer experience journeys for client brands.

PARIS — July 13, 2021 — Webhelp, a leading global provider of customer experience (CX) and business solutions, has announced its intent to acquire OneLink, an innovator in digitally-enabled CX, BPO and technology services supporting tier one brands throughout the United States, Europe, and Latin America. OneLink clients include progressive hyper-growth technology brands in areas such as shared mobility, e-commerce, fintech, fitness tech and payment apps, etc. Terms of the deal were not disclosed.

Following the acquisition, which is subject to approval of the relevant regulatory authorities, Webhelp will have revenues in excess of U.S. $2.4B, with 190 locations across 55 countries and more than 90,000 employees globally.

“Webhelp and OneLink share a similar culture and challenger mentality. We both create disruptive experiences in the digital world that position our clients as customer-focused organizations, helping them build brand loyalty and create revenue,” said Olivier Duha, co-founder and CEO of Webhelp. “Together, our combined value will offer clients access to additional locations and extended customer service and support capabilities, as well as the strength of our combined innovation in digital and technology-driven customer experience solutions.”

Webhelp continues to expand its global footprint and service offerings through organic growth and M&A activities, including 13 acquisitions in the past five years. The company recently acquired Dynamicall, now Webhelp Peru, expanding operations to support the U.S., LatAm, and European markets. Adding OneLink offers a significant expanded footprint across Latin America, an attractive best-shoring mix, and top-level nearshore capabilities for the U.S. market, as well as next-generation in-house technology solutions.

Key to the Webhelp-OneLink deal was a complementary solutions portfolio and a focus on creating exceptional human experiences aimed at driving success for clients. Both companies have built a culture of imaginative, passionate people, who are driven to build value for clients across challenging industries such as consumer tech, industrial, e-commerce, health, and finance. In a world that’s increasingly digital, both organizations are keen on leveraging the positive multiplier effects from bringing together people and technology to create incredible, seamless customer journeys. In addition, both organizations are founder-led, creating a like-minded approach to growing a global business based on the strength of an empowered workforce.

“We’re very proud of our team of Incredybles who have driven our success over the past eight years. We are all excited about joining forces with the Webhelp family,” said Eduardo Salazar, CEO and co-founder of OneLink BPO. Combining our strengths opens up opportunities to continue making real impact for our clients, our people and the communities where we work, driven by a shared ambition of creating inclusive and sustainable value.”

According to Sandrine Asseraf, Webhelp’s Group Managing Director North America, the natural fit of the companies and teams was clear from the first conversation. OneLink’s purpose-focused approach is closely aligned with Webhelp’s. Both brands are driven by a mutual and ambitious people-first culture dedicated to making a real impact for employees and clients by challenging the old ways of engaging and supporting end customers.

For Webhelp, Goldman Sachs Bank Europe SE served as exclusive financial advisor while Latham & Watkins LLP served as legal counsel.  For OneLink, Rothschild & Co served as exclusive financial advisor while Greenberg Traurig, LLP served as legal counsel.

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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 80,000 passionate employees across more than 50 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.

About OneLink BPO

OneLink provides digitally enabled CX, BPO, and technology services to leading North and Latin American clients through a comprehensive portfolio of complex front, middle & back office, chatbots, AI, and various other automation services.

OneLink operates 17 centers in Mexico, El Salvador, Nicaragua, Guatemala, Colombia, and Brazil and employs over 14.000 people – the Incredybles. The company has grown since inception at a +30% CAGR. The company is currently owned by New York based private equity firm One Equity Partners (OEP) and current members of the OneLink management team.

Advisors to the deal

Webhelp

  • Goldman Sachs Bank Europe SE – Paris Branch / exclusive financial advisor
  • Latham & Watkins LLP / Legal advisor
  • Linklaters LLP / Tax structuring advisor and legal advisor on the financing
  • KKR Capital Management & Goldman Sachs Bank Europe SE – Paris Branch / financing provider
  • Alvarez & Marsal / Financial and Tax due diligence advisor
  • Roland Berger / Commercial due diligence advisor
  • Auctus Advisors / IT Technical due diligence advisor

OneLink Holdings

  • Rothschild & Co / exclusive financial advisor
  • Greenberg Traurig, LLP / legal counsel to OneLink Holdings and One Equity Partners,
  • KPMG / financial and tax diligence support


NelsonHall

Webhelp’s growth in the BFSI sector earns recognition as a CX leader by NelsonHall

16th June, 2021

Major international analyst firm NelsonHall has designated Webhelp, the leading global customer experience (CX) and business solutions provider, as a “Leader” for its offerings and abilities in CX services in the banking, financial services, and insurance (BFSI) sector.

Recognized for delivering seamless execution and innovation, the group was placed highly across all four market segments: overall BFSI, revenue generation capability, CX improvement capability, and cost optimization capacity.

Ivan Kotzev, NelsonHall CX Analyst, said,

“The banking and financial services industry is undergoing rapid evolution of CX with demands for the redesign of customer journeys. Webhelp’s innovation framework and resources to rethink the customer-brand interactions and dedicated capabilities in KYC, payment processing, and fintech scale-up are essential elements in a comprehensive approach.”

The recognition Webhelp received validates its ability to deliver value to clients in the BFSI sector through innovative digital enablement and analytics-driven design leveraged to drive transformation. Webhelp, together with its dedicated consulting firm, Gobeyond Partners, has invested heavily to create innovative frameworks and drive the CX transformation agenda.

The company’s integrated BFSI platform, which builds technology-enabled solutions by mapping end-to-end customer journeys, was highlighted as a significant competitive advantage. The report also nods to Webhelp’s dedicated payment services and regulatory and compliance service offerings focused on laying a solid foundation for clients through a proprietary Know Your Customer (KYC) journey approach.

The company’s people-first culture, collaborative way of working, and end-to-end digital transformation solutions are what make Webhelp’s client experience stand out, especially for those businesses looking to retain customers and build long-term loyalty.

Matthieu Bouin, Group Managing Director, Webhelp, stated,

NelsonHall’s recognition is a huge honor for us because we know the BFSI industry is undergoing a complete transformation. This is why we’ve strengthened our transformation capabilities together with Gobeyond Partners. Thanks to their extensive knowledge in the banking and financial services sector, we’ve worked together to design and deliver transformative customer journeys while supporting our clients’ to generate revenue and optimize costs.”

Webhelp’s program, The Nest by Webhelp, dedicated to supporting start-ups and scale-ups during their growth journey by building a hand-in-hand customer experience process, was recognized for its work with fintech and insurtech clients.

With plans to double growth by the end of 2021, the BFSI sector is an essential part of Webhelp’s geographic expansion strategy.

The NelsonHall NEAT vendor evaluation study assessed the performance of 13 major players delivering CX services in the banking and financial services industry. Webhelp’s position as a Leader is the highest category based on capability, performance, cost optimization, and revenue generation, amongst the other quadrants classified as Innovators, High Achievers, Major Players.

To read more about NelsonHall’s NEAT evaluation for CX Services in BFSI for Webhelp, we invite you to download the full report below.