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 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.

SHARE

Onyx banner

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.

Onyx banner

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


OneLink by Webhelp Award

OneLink is finalist in three different categories at the 16th Annual 2021 Contact Center World Awards

OneLink is now Webhelp!

June 9, 2021 – 1 Minute Read

Our technological and innovative approach in providing the best solutions to our Customers and Incredybles® allowed us to be a finalist in three categories at The 2021 Top Ranking Performers Awards.

OneLink, a premier partner in outsourced omnichannel customer experience services, announced today it is finalist in tree different categories in The 2021 Top Ranking Performers Awards.

Now in its 16th year, these awards are regarded by many as the most prestigious awards in the industry and a few even refer to them as being like the Olympics for our industry as it’s not just company competing against the company, but nation against nation!

The Top Ranking Performers Awards are the ultimate industry awards for the contact center industry and are exclusively available from ContactCenterWorld.com – the Global Association for Contact Center & Customer Engagement Best Practices with around 205,000 members in 200 countries.

Our technological and innovative approach in providing the best solutions to our Customers and Incredybles® allowed us to be a finalist in the following categories:

•Best Technology Innovation Internal Solution – Cristian García
•Best Employee Engagement – participating with our operations in Nicaragua – Manuel Díaz
•Best Project Manager – Luis Guardado

“The CCWA is known for being the Olympics for the BPO Industry so we´re extremely honored and proud to be finalist in these categories,” said Luis Guardado, OneLink´s Regional Director PMO & Business Development. “Our digital and automation solutions are created not only by a tenured development team but supported and improved by our operations leadership. Without them, this achievement and nomination would not be posible”.

About ContactCenterWorld
The association is the World’s largest association for Contact Center & CX professionals with over 205,00 professional members. ContactCenterWorld.com was founded in 1999 and runs the largest awards program for our industry, the highest-rated events, offers networking for members, has over 40,000 documents online, and offers daily tips, benchmarking data, employee engagement, and customer experience programs.

To learn more about the ContactCenterWorld please click here.

SHARE

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.


Eduardo Salazar: An Agent Of Change

Onelink is now Webhelp!

 31 December, 2013

When Eduardo Salazar and his partners divested a similar venture a couple of years back, they felt that a lot of value was yet to be made. So when the opportunity materialized they came back to the BPO industry because of the positive impact it could create. They were right.

Founded in 2013, OneLink serves customers from different GEOS namely Colombia (Medellin and Bogota), El Salvador (San Salvador and Santa Ana), Nicaragua (Managua and Leon), Guatemala (Guatemala City) and Mexico (Ciudad Obregon). The purpose is to Revolutionize the BPO industry through innovation, entrepreneurship and a culture of happiness; generating value for its partners, customers, and the community. The Contact Center with a Smile, as it is called, provides innovative and customizable solutions for businesses of all types including but not limited to clients in consumer, telecom, technology, travel and leisure sectors. Its services include customer relationship management, sales, technical support, finance and accounting, logistics, supply chain, and other back-office services. The company provides customer support and technical support for their client´s end users through web channels such as web chat, web forms, email & social media and are managing over 3.5 million monthly interactions across their sites. They also generate content for support web sites such as articles and product updates. Furthermore, they develop content for social media accounts like tutorials and generate promotions for top LATAM & US brands. Together, they work with their partners to increase customer conversion rates, improve NPS or CSAT and generate efficiencies through the execution of successfully proven processes. But the experience is not focused only on the compliance of metrics, but on adding value to their clients’ business through strategic initiatives and innovation.

“I value what my team has to say and together we try to determine the best course of action. Most of the times, when decisions need to be taken I just challenge them with the right questions and they come up with the solution.”

The Visionary

Eduardo Salazar serves as Co-Founder and CEO of OneLink. He completed his MBA from J.L. Kellogg School of Management, Northwestern University in 2002, and Bachelor of Business Administration in Business Administration and Marketing from Universidad Rafael Landívar. The secret to his success lies within his leadership style of being ‘participative’. “I value what my team has to say and together we try to determine the best course of action. Most of the times, when decisions need to be taken I just challenge them with the right questions and they come up with the solution. I value proactivity, sense of urgency and creativity. My team is empowered to run their operation and when requested I am happy to provide support. I truly believe and embrace servant leadership as it is my expectation that it permeates in all of our organization”, says Salazar.

Team. Culture. Solutions

To foster an environment that values this approach, Eduardo’s center of attention has been on building a company where the Incredybles® (nickname for employees) felt appreciated, empowered and properly trained to be successful at dealing with the increasing complexities of the BPO world. For most of their Incredybles® OneLink is their first work experience, while some through careful selection build a career path with them, and yet for others, the company serves as a launching pad for their future professional interests. Demonstrating a high level of responsibility and accountability in the workplace, the Incredybles® quickly develop leadership skills that are highly desirable for all businesses and therefore other opportunities present for them outside in the form of a higher wage or work in the field of their studies. By, “the generation of thousands of quality jobs in the region. Providing the first work opportunity to the new generation and showing them through training, leadership, and teamwork their true potential…… being a solid stepping stone to their future”, says Salazar, he aims to contribute to the well being of the communities as well as the local economies as envisioned ever since the inception of OneLink.

As a result of this effort, OneLink has a culture based on its values of – Happiness, Leadership, Solidarity, Engagement & Excellence. It is the passion generated by these values that have allowed the company to excel in a highly competitive industry, proving time and time again that HAPPY PEOPLE = HAPPY CUSTOMERS. In one key incident, an airline had one of the biggest pilots strikes in the history of aviation. It was reported that the contact volume more than tripled from one day to the other and the flight inventory was limited for rebooking. OneLink’s team, though, came together to maximize hours and developed robots leveraged by artificial intelligence to support the influx of contacts. In a short period of time the company successfully implemented an array of solutions to provide relief to the situation that lasted for three months.

Indeed, OneLink is a one-of-a-kind organization that through ‘innovation’ and ‘entrepreneurial spirit’ has changed the dynamics of the industry adding value to their clients.

Looking into the future

The company has reinforced its corporate strategy on trends like push to self-service, automation and artificial intelligence. By hiring experts, heightening importance on the training and development of the workforce, investing in technology, and attracting the best talent available the company plans to embrace these changes OneLink aims to offer a seamless, frictionless customer experience driving resolution on the first contact; and furthering their self-service options.

By never settling for the norm, OneLink will continue to challenge itself to remain cutting edge, offer personalized service and be a true partner to their patrons. “Although we are excited about the opportunities and potential new business opportunities that are surfacing as a consequence to automation, we remain convinced that there will always be a need for humans to interact with humans and we want to focus on being prepared and trained to make sure we thrive in higher complexity interaction in the long term”, says Salazar and so does his drive to bring positive change to the communities where we live and operate…

Source: https://aspioneer.com/eduardo-salazar-an-agent-of-change/

SHARE