Webhelp to deliver solution for ‘the next normal’ in customer experience
Paris, France – 16th March 2022 – Webhelp, a leading global provider of customer experience (CX) and business solutions, has rolled-out Webhelp Anywhere; a proprietary methodology for designing customer operations, delivered using a secure and scalable hybrid-cloud platform.
The launch comes at a pivotal time in CX, with 98% of organizations planning to undergo a transformation of operations within 24 months, according to research from Frost & Sullivan.
The Webhelp Anywhere framework is designed around business-specific needs and strategy, helping to optimize cost and experience for clients. It encompasses best-in-class technologies and tools to offer flexibility, scalability, and consistent delivery wherever operations and teams are based, and however they want to work.
The methodology combines bestshoring with new hybrid and remote delivery models, while the platform provides a flexible and scalable infrastructure. This enables brands to adapt to new challenges and opportunities, from pandemics to rapid growth.
The announcement comes as models of work, CX delivery, and customer engagement are changing, with 91% of CX management saying they expect remote working to form a permanent part of their customer facing operations coming out of the pandemic. Webhelp Anywhere supports this shift, enabling new ways of working while also providing a harmonized approach to CX delivery.
“It is positive to see in our research, 98% of brands plan to transform customer experience within the next two years,” commented Matthieu Bouin, Group Managing Director at Webhelp. “Traditional approaches to this transformation are no longer appropriate, and organizations need to consider how they think differently to support their customers. Through Webhelp Anywhere we can help brands navigate these challenges using a holistic tech-enabled approach that is built to last.”
The launch follows Webhelp being named as the most innovative CX outsourcing services provider in the latest Frost Radar™ report from Frost & Sullivan. Webhelp scored top marks ahead of 18 other companies in the analysis, with the report noting, “Webhelp has designed and implemented one of the industry’s most forward-looking and comprehensive strategies for work from home.”
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Notes to editors:
- Research referenced comes from a new report titled: Reimagining Customer Experience and Management for Competitive Advantage
- For more details on Webhelp Anywhere please visit:
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.
Customer experience innovation set to undergo exponential growth in the next decade, research finds
Paris, France – 10th March 2022 – Customer contact center operations are set to undergo transformation to improve customer experience (CX) delivery, finds new research from Frost & Sullivan. Commissioned by Webhelp, the study of over 1,000 senior customer experience management professionals finds organizations are embracing technology and new ways of working to deliver improved customer service, with 98% planning to transform operations within 24 months.
The study finds almost one in two senior CX professionals expect to see a rise in new customer channels supported by technology such as voice assistants and AR services in the next decade. Much of this change has been accelerated in the last couple of years by the Covid-19 pandemic; 90% expect working from home to be a permanent part of CX delivery models in the future, and 78% expect advisors to have the ability to determine where they want to work.
In remote environments operational challenges have remained, and the research reveals engaging and motivating employees is seen as the most pressing, closely followed by keeping up with the latest contact center technology and deploying it at scale.
“The study has provided fascinating insight on the future direction of customer experience delivery,” commented Alexander Michael, Director of Consulting at Frost & Sullivan. “As the industry continues to undergo rapid transformation, it’s pleasing to see that brands plan to embed work from home as a permanent part of their model. Those that recognize that this needs to be designed in properly, in a sustainable manner, will see true benefits for their business and their customers.”
A bespoke approach to quality customer journey delivery
Contact center management expects onshore, nearshore and offshore contact centers to grow in the future – showcasing the need for a tailored approach across different businesses to maximize quality delivery. Companies choosing to improve customer experience may need to adapt the approach, while ensuring the security of customer data, access to talent, the resilience of operation and cost base.
“CX transformation must start with the needs of the customer and strategy of the business,” commented Olivier Duha, CEO and Co-founder of Webhelp. “Once agreed, it’s important to think holistically about how an operation is designed to meet those needs. This model should embrace the most suitable delivery format, considering how onshore, nearshore and offshore locations can be combined with working models such as onsite, at-home, or hybrid work. The world we live in today means we can host a customer support location for anywhere in the world and scale it rapidly.”
The research indicates that any customer experience management approach must address operational challenges of the future, around managing employee attrition, integrating disparate channels and systems, managing compliance, and engaging and motivating employees (all areas estimated by one in two to be more challenging in the future).
The future
Respondents that have engaged in transformation projects are seeing benefits, with positive impacts identified on the security of data/customers (77%), customer experience (78%), access to talent (76%), the resilience of operations (77%), and cost base (77%).
“Our research shows us that 99% of customer experience leaders are focused on being able to quickly scale operations to meet customer demand,” explains Matthieu Bouin, Group Managing Director at Webhelp. “To achieve this, you need two things. Firstly, you need to design your operation with this in mind. Secondly, you need the right tech platform that can adapt, scale, and flex in response to the increasingly rapid changes in consumer behavior.”
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Notes to editors
- For more details on Webhelp Anywhere please visit: https://webhelp.com/anywhere
- Full research is available on request
- Study was conducted December 2021 across Europe, US and Asia, surveying customer experience leaders
About Webhelp
Webhelp designs, delivers, and optimizes unforgettable human experiences for today’s digital world – creating game-changing customer journeys. From sales to service, content moderation to credit management, Webhelp is an end-to-end partner across all B2C and B2B customer journeys. Its over 100,000 passionate employees across more than 55 countries thrive on making a difference for the world’s most exciting brands. Webhelp is currently owned by its management and Groupe Bruxelles Lambert (Euronext: GBLB), a leading global investment holding, as of November 2019.
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Webhelp named the Most Innovative CX Provider
Leading Research and Consulting firm Frost & Sullivan names Webhelp as the Most Innovative CX Outsourcing Provider
Webhelp has been recognized as an industry leader in Frost and Sullivan’s 2021 Frost Radar™ report, ranked as the most innovative CX organization overall, and in the top two for its consistent growth.
The Frost Radar™ measures growth rates in addition to absolute revenues and combines them with factors including innovation scalability, R&D, product portfolio and customer alignment. Webhelp scored top marks ahead of 18 other companies in the analysis, in a field of more than 250 industry participants across Europe.
Federico Teveles, CX Industry Analyst at Frost & Sullivan said:
“Webhelp continues to outperform the industry through its next-generation solutions portfolio, powered by gold-standard CX advisory, advanced analytics, AI, automation, and omnichannel technology. By expertly combining this with their dedicated and skilled workforce, they continue to provide exceptional customer experience to meet shifting consumer expectations.”
Frost & Sullivan highlights Webhelp as having one of the industry’s most forward-looking strategies for designing tailored customer experience operations, creating its proprietary Anywhere design methodology which incorporates best-shoring and new working models alongside a comprehensive platform that underpins this.
Also noted was its broad offering of proprietary solutions such as VoC, augmented agent, call recording and transcription, machine translation, and people analytics. In addition, the company was recognized for supplementing its internal R&D efforts with dozens of partnerships to round out its technological offerings.
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.
Olivier Duha, CEO and Co-Founder of Webhelp, said:
“We are incredibly proud that Frost & Sullivan has named Webhelp as Europe’s top CX innovator. They have recognized both our leading tech capability and our Webhelp Anywhere proposition which combines best-shoring with new delivery models – such as homeworking, hybrid models and GigCX.
It is this game-changing mindset that enables client innovation and drives our continued global growth. With Webhelpers now in more than 55 countries around the world, we are very well placed to maximize impact for our clients, our people and the communities in which we work.”
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:
- Barbara Thoemke | Barbara.Thoemke@webhelp.com
For Spanish inquiries, please contact:
- Nuria Trujillo | Nuria.Trujillo@webhelp.com
