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

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

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

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

Commenting on her new role, Eliana Angelova said: 

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

 Jonathan Shawcross, Chief Growth Officer at Webhelp, added: 

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


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

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

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

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

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

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

Webhelp was recently recognized for its pioneering leadership in Impact Sourcing by the International Association of Outsourcing Professionals (IAOP) in partnership with The Rockefeller Foundation. The awards celebrate initiatives designed to bring more employees into the workplace from disadvantaged backgrounds.

Sandrine Asseraf, Group Managing Director, Americas & ESG at Webhelp, said:
Webhelp believes in impact sourcing as a holistic and systemic approach to business, meaning we collaborate and partner with all our people, our clients, specialist impact partners, and suppliers to achieve meaningful results. As a people-first business, we put this approach and commitment at the heart of our business strategy, recognizing its importance in driving real and sustainable change across the regions in which we operate. It is a long and ambitious journey, and we cannot wait to do more.”

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


Webhelp Launches New Solutions for the Automotive Sector

Paris, France – 21, February 2022 – Webhelp, a leading global provider of customer experience and business solutions, has launched three automotive-specific services to support the industry’s innovation and growth.

The roll-out builds upon Webhelp’s 20+ years of global experience providing customer experience and sales-oriented services to 1,300 customers, including key players in the automotive and mobility sector.

New products include:

  • Automotive contact centers – Multilingual teams of specialist automotive experts deliver ‘next-generation’ customer service for omnichannel customers, combining industry-leading product knowledge with advanced technologies, operating practices and data analysis tailored to meet automotive companies’ specific needs.
  • Digital dealerships – Specially-trained automotive experts operate online sales channels on behalf of automotive brands, combining expert product knowledge with the highest level of customer service. It’s the industry’s way of nurturing direct relationships with customers, many of whom expect to buy online.
  • Offline experiences and deliveries – Dedicated teams organize the offline experiences and car deliveries which remain critical for the delivery of a complete omnichannel experience.

Carole Rousseau, Business Unit Director for Automotive & Mobility at Webhelp France, and responsible for key clients such as Stellantis and VW, said:

“This is a pivotal time for the automotive industry as brands manage unprecedented change across consumer behavior, legislation, standards, and operations; all while trying to safeguard squeezed margins and profits.

“We believe that the ability to provide next-generation customer experiences will soon define ‘winners and losers’ within automotive and have invested heavily in the sector, including the recent recruitment of senior hires.”

To support the launch of the new services, Webhelp has appointed two senior experts, who bring over 40 years’ collective experience helping leading retailers and car manufacturers to drive omnichannel sales, digitize products and services, and maximize eCommerce opportunities, all around the omnichannel needs of modern car buyers.

Tony Patterson, the Group Business Development Director for Automotive & Mobility, added:

“We provide automotive brands with the ability to future proof their businesses; developing the capabilities to support customers adopting new products and services and new ways to consume the products. We see enormous potential for the automotive sector to realize significant value and benefits in terms of agility and flexibility through our “best-shoring” approach, complemented by multilingual hubs to meet the resource centralization needs of clients. We are optimizing customer service today and establishing new sales channels ready for tomorrow, all while balancing operational costs and risks.”

Tomas Honz, the new Group Head of Solutions for Automotive & Mobility, led the development of this new proposition, which comprises bespoke tools and models, designed to help clients respond to the omnichannel needs of customers and build teams of the right people in the right place, supported by the latest technology and use of best practices from retail to leverage data and insights.

With key people, technologies, and infrastructure in place, Webhelp is ready to deliver next-level services for automotive which maximize time, cost savings, and become a partner of choice to support growth at a pivotal time within the industry.

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Webhelp Named a Leading Impact Sourcing Provider at the 2022 Global Impact Sourcing Awards

Paris, France – 18, February 2022Webhelp, a leading global provider of customer experience (CX) and business solutions, has been recognized for its pioneering leadership in Impact Sourcing at this year’s Global Impact Sourcing Awards presented by the International Association of Outsourcing Professionals (IAOP) in partnership with The Rockefeller Foundation.

The awards celebrate initiatives designed to bring more employees into the workplace from disadvantaged backgrounds. Webhelp received the Impact Sourcing Provider Award for its strategy and approach to scaling its model globally. Since its founding, Webhelp has been strategically deliberate about how impact sourcing models are scaled and embedded into the fabric of its business and culture.

This includes setting a clear impact hiring strategy and measurable objectives across its group. For example, in 2021, 4,400+ new recruits came from impact hiring initiatives. In 2022, Webhelp aims to set impact hiring as a full operating model in every new opening country. In addition, the business is committed to extending this operating model to every existing country by 2023 while making sure that 10 to 15% of new hires are impact sourced by 2025.

Some examples of impact sourcing projects where Webhelp has seen real results include programs to bridge English language barriers, hiring disadvantaged youth, reintegration initiatives to help female prisoners get into work, and building an ecosystem to support migrant and refugee employability. As a purpose-driven business, Webhelp’s investment in each initiative ensures it can deliver on its ESG commitments while also providing access to an untapped talent pool that can support future business success.

Webhelp’s strategy encompasses a holistic model for impact objectives across its employees, clients, and suppliers, and into the ecosystems where they work, recognizing that procurement supply chains can create broader forms of impact in areas where Webhelp chooses to invest in local communities. To enable these efforts, the company also implemented a leading procurement platform, EcoVadis, to help objectively assess areas of impact sourcing with 6,000 suppliers across the group.

Sandrine Asseraf, Group Managing Director, Americas & ESG at Webhelp, said:

“Webhelp believes in impact sourcing as a holistic and systemic approach to business, meaning we collaborate and partner with all our people, our clients, specialist impact partners and suppliers to achieve meaningful results. As a people-first business, we put this approach and commitment at the heart of our business strategy, recognizing its importance in driving real and sustainable change across the regions in which we operate. It is a long and ambitious journey, and we cannot wait to do more.”


Webhelp Appoints Helen Murray as Chief Client Officer for UK Region

Webhelp are pleased to announce the appointment of Helen Murray to the new role of Chief Client Officer for the UK Region.

Helen has been with Webhelp since 2012, and brings with her extensive experience from leading in-house and client-side customer service operations from her time as Chief Customer Solutions Officer. Most recently, she led Webhelp’s business development function and the delivery of client differentiation through enhanced customer experience.

David Turner, Chief Executive Officer, comments:

“I am delighted that Helen Murray has been appointed to the role of Chief Client Officer and in doing so, joins the UK Regional Board.  Helen has played a significant part over the last 10 years in the growth of our business as Chief Client Solutions Officer and is ideally placed to further develop client partnerships that add real value to our clients and their customers.”

Before joining Webhelp 10 years ago, Helen was Director of Consulting at Verint Systems for five years, and prior to that was Director of Customer Service and Director of Outsourced Contact Centres for BT Global Services.

Helen is passionate about ensuring Webhelp supports clients in doing everything possible to intelligently listen to customers, and delivering solutions they need first time. As Chief Client Officer, Helen will be responsible for further strengthening client relationships, ensuring Webhelp continues to live up to their award winning reputation for putting the client at the heart of their business.

Sharing her thoughts on her new role, Helen said:

 “I’m thrilled to take on the position of Chief Client Officer. My 10-year relationship with Webhelp and extensive experience in Client Solutions will be beneficial to further developing existing client partnerships and creating new ones, whilst delivering outstanding experiences for their customers through new thinking and solutions.”


Webhelp Partner at CCA Leaders' Summit

We are delighted to announce our involvement as a partner in the 2021 Customer Contact Association (CCA) Leaders’ Summit, taking place in Glasgow on 1st December.

The event will welcome over 200 senior customer service and experience executives from some of the leading brands in the UK & Ireland, providing a platform to collaborate and connect with business leaders and discuss the latest customer experience innovations shaping the customer contact industry.

Webhelp will be represented by Mark Guest, Managing Director, Customer Solutions and Dave Pattman, Managing Director, Customer Experience, with both looking forward to sharing their knowledge in the customer experience space; including the re-imagining of the customer service model, the balance of technology and human support within customer experience design, and much more.

Commenting on the event Mark said:

“I’m looking forward to attending the CCA Leaders’ Summit to engage and network with like-minded businesses, particularly on the challenges and opportunities they face in their industry, and how this will shape their customer experience strategy for 2022.”

Dave continues:  

“The summit promises to be a thought-provoking discussion on the future of CX. It will be great to hear first-hand how leaders in their respective fields are exploring the current state of service delivery and customer experience and to lend our expertise to the debate.”

 

As we countdown the final weeks of 2021, the CCA Leaders’ Summit should prove to be a timely opportunity to discuss and debate the trends and behaviours that will shape the next year ahead in CX – and to celebrate those organisations who are already delivering customer service excellence.


Webhelp appoints Tammy Chetty as South Africa's new Managing Director, Operations

We’re pleased to announce the appointment of Tammy Chetty as the new Managing Director of our South Africa operations.

Tammy joins the business from Harambee, whom Webhelp have a longstanding partnership with to bring career opportunities to young people in South Africa. Since 2014, Tammy has been Chief Operating Officer for the Harambee Academy, and the National Client Services and Western Cape Executive of Harambee Youth Employment Accelerator.

Drawing on the wealth of experience Tammy brings with her from Harambee, this is a huge opportunity for Webhelp to further increase diversity and inclusion across all areas of the business as they continue to build a sustainable business in South Africa and deliver on their ambition to employ candidates from disadvantaged communities through impact sourcing models.

Bringing over two decades of private sector business management and sales experience with her as well, Tammy has held senior roles in the Business Banking division working for Barclays (Absa) where she led a team of over 2000 people.

 

Commenting on her new role, Tammy Chetty said:

 

I am excited to be joining the team at Webhelp as I’ve had first-hand positive experiences of the values and culture that so resonates with me. Their People first and Client at the centre approach has made a significant impact to the growth of the Webhelp business and sector in South Africa. Making a difference in communities through impact sourcing has stood out for me as a beacon of hope and sustainable practice in growing the business further. I am eager to get stuck in and be a part of the next phase of the journey and continue to build on their exceptional global reputation in the BPO sector.”

 

As the first female MD for South Africa, Tammy joins Cathy Kalamaras, Melissa Naidoo Claassen and David Turner, Webhelps Chief Executive Officer for South Africa, UK and India in the country leadership team, with David commenting:

 

“Much has changed since we started our South Africa operations in 2014 so as we look at all areas of our business, this is a hugely exciting appointment for us. The Webhelp story in South Africa is one of tremendous growth, with nearly 5500 people now working across locations at Cape Town, Johannesburg, Pretoria and our newly launched site in Durban.  Our first female MD for South Africa, I’m really excited to be continuing our long-term relationship with Tammy as we officially welcome her to the team and to work with her to develop exciting new opportunities to grow our team of passionate game-changers in South Africa.”


Webhelp appoints Emma Bouché to lead Healthcare expansion in the UK

We’re pleased to announce the appointment of Emma Bouché as Head of Healthcare for Webhelp in the UK.

Emma joins the business with extensive international experience in creating and scaling business segments for a large corporate and private equity-backed start-up. She has spent 15 years with General Electric (GE) where she had several leadership roles focused on Healthcare across marketing, finance and commercial. Most recently she led GE’s current business transformation, from selling products to value based integrated solutions.

“I’m incredibly excited to combine my experience scaling value-based solutions and my passion about healthcare with Webhelp’s expertise to expand its presence in Healthcare to the UK” said Emma. “I look forward to working with the team to help design and deliver journeys to shape patient-centered experiences. I’ve been so impressed by the unique entrepreneurial spirit and culture that I see across all areas of the business which I’m delighted to now be a part of.”

A commercially astute leader with extensive international experience in creating and growing business segments, Emma has worked in Europe and the United States of America, honing her industry expertise in Healthcare, Energy and more recently in Vertical Farming.

Commenting on the appointment, Webhelp’s Chief Customer Solutions Officer Helen Murray said:

Emma is a fantastic addition to our business and senior leadership team, bringing a growth mind-set along with her exceptional knowledge and expertise in the Healthcare sector. I think I speak on behalf of everyone when I say we’re thrilled to welcome Emma to our team as she develops our strategy to grow our presence in the sector in the UK.”

Emma will extend the reach of Webhelp to the healthcare sector in the UK by developing partnerships with Pharmaceutical and Med-Tech companies as well as Start-up and Public Health Agencies to develop Go-To Market solutions, and Patient support programs.

As a key strategic market for the business, we’re able to combine our outstanding Customer Experience track record with Healthcare Expertise, to offer the industry innovative solutions to promote products, demonstrate outcomes and create better patient and Healthcare provider user experiences.


Final Farewell to the Bears of Sheffield

In support of The Children’s Hospital Charity, Webhelp sponsored our very own bear in the Bears of Sheffield sculpture trail.

From 12th July – 29th September, 60 big bear sculptures designed by artists and 100 little bears decorated by local schools hit the streets of Sheffield for this summer’s biggest bear hunt. Our very own Pastel Patchwork Pattern Bear was brought to life by Fun Makes Good, a Scottish design studio founded by textile designer Eleanor Young.

Despite restrictions, our colleagues organised initiatives as best they could to raise funds for the charity. It’s amazing to see their hard work pay off with a rewarding total of £3000 raised. This is set to increase, as colleagues are aiming to raise even more. With donations going towards the transformation of the Cancer and Leukaemia ward at Sheffield Children’s Hospital, we are determined to raise as much as we can.

 

All too soon, the trail ended last month. Our colleague Cherelle Atkin, Operations Manager, attended the Farewell event and had a great time meeting all the Bears before they were auctioned off.

At the auction, we were determined not to part with our bear. As a result, we successfully out-bid others to win Pastel Patchwork Pattern Bear, bringing our total fundraising donation to £6500. It’s fantastic to learn that overall £525k was raised from the sculpture auction, which surpassed the Heard of Sheffield (elephant trail) in 2016.

 

After so much time apart during lockdown, this art exhibition has brought the Sheffield community together. We are proud to have been part of this initiative, and look forward to seeing the outcome of all sponsors donations.

Keep an eye out for our #PatchworkBear, which will set up home at our newly refurbished Nunnery Square site alongside our elephant statue from the 2016 trail.

 

To find out more about our sculpture and the creative process behind the design, read our interview with artists Eleanor Young here.


Webhelp Appoints Co-CEO of Digital Content Services

Webhelp Appoints Paul Danter Co-CEO of Digital Content Services to Lead Expansion in the Americas

PARIS — October 5, 2021 — Webhelp, a leading global provider of customer experience (CX) and business solutions, has announced the appointment of Paul Danter as Co-Chief Executive Officer of Digital Content Services (DCS). In this new role jointly leading the global DCS practice alongside Chloe de Mont-Serrat, Paul will be responsible for developing Webhelp’s digital content services business to support U.S. clients with services, including content management and moderation, digital activation, and data annotation.

Webhelp’s growth strategy includes expanding its service offerings to support new and existing clients in the U.S., where many of the leading tech companies operate. These services are especially valuable for platform businesses that are responsible for millions of customers’ data and digital experiences.

A seasoned professional with experience in software development and digital services, Paul most recently served as the CEO of RWS Moravia, the fastest-growing company in translation and localization, where he worked with many of the largest technology companies in the world. Before Moravia, Paul worked in the converging areas of content and mobile, where he joined forces with technology leaders, media companies, publishers and broadcasters, as they evolved to support their digital audiences.

Paul shared why he’s excited to join Webhelp, “I first met the Webhelp management team a few years ago and was impressed with what they were building and how they were doing it. It was clear Webhelp’s enviable culture played a huge role in driving phenomenal growth and success. I could sense the company’s spark was driven by an exciting team and strong leadership, and I knew that I wanted to be a part of it.”

“Since then, I’ve worked with companies to provide seamless digital customer journeys and look forward to using this knowledge to drive truly transformational change for our clients. I am incredibly proud to be part of the Webhelp family and am excited to design and deliver unforgettable human experiences in today’s digital landscape.”

“I am very pleased to welcome Paul to the team and look forward to co-leading the digital content services business across the Webhelp group. His extensive knowledge and expertise in the digital space will no doubt play a pivotal role in accelerating the growth of the business and especially in the U.S.,” said Chloe de Mont-Serrat, Webhelp’s Co-CEO of Digital Content Services.

“I’m thrilled that Paul has joined the team during such an exciting period as we are expanding our reach in the U.S. and continue to strengthen our digital and technology-driven customer experience offering. Paul will also play a role in developing new areas of the business to expand our offering and capability. This is an exciting step for the DCS practice, and I am truly delighted to welcome Paul into the Webhelp family,” commented Sandrine Asseraf, Group Managing Director, Webhelp Americas.

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 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.

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