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.


Webhelp and Signify bring home a win at the Customer Experience Excellence Awards

28th May 2021

Webhelp, the leading global customer experience and business solutions provider, and its global client Signify, the world leader in lighting for professionals and consumers, brought home an award together at this year’s Customer Experience (CX) Excellence Awards.

The ceremony, presented virtually on Wednesday the 26th of May, as part of the NICE Interactions 2021 event, awarded Signify and Webhelp teams for the Best CX Innovation category.

The award recognized the companies for the flawless roll-out of NICE in Contact’s CXone, a cloud-based solution, enabling Signify to deliver an omnichannel experience from three consolidated multilingual hubs across Europe, the Asia Pacific, and North America. With the help of 200+ brand ambassadors who cover 40 languages, Webhelp provides multichannel customer support to Signify’s consumers and professional customers.

The technology solution also enabled ambassadors to have more precise insights into Signify’s customers’ needs while gaining back time to focus on engaging in higher quality interactions.

When Signify and Webhelp renewed their global partnership in 2019, Webhelp initiated this project to drive digital transformation and pursue world-class operational excellence on a global scale. The project featured in the submission focused on the Nordic region, which served as a front-runner for the implementation. The roll-out is currently underway across the other regions.

Luite van Zelst, Global Vendor Manager, Signify, stated,

We are proud to accept the Best CX Innovation award together with Webhelp, which reflects the immense effort and teamwork to deliver one seamless experience for our customers. With Webhelp’s support on this front, we’ve managed to build out a centralized process together, enabling us to address the core needs of our customers. Given customer-centricity is a key focus, we will continue to expand the solution with an iterative approach to ensure our customers are serviced at a high standard.

Andrea Kaminski, Global Industry Lead, High Tech and Media, Webhelp, said,

We are thrilled to receive recognition for our work with Signify. Over the past years, our teams have worked incredibly hard to support Signify’s rapidly growing global customer base. With technology enablement as a core strategic pillar of our work with clients, we’re happy to work with an organization like Signify, which is open to adapting to new technology in the ever-changing CX landscape. This award is certainly a special moment as we continue on our transformation journey together.”

NICE honored CX excellence award winners at the virtual interaction event, celebrating the delivery of exceptional experiences and CX agility through innovation. The Best CX Innovation award category recognized the adoption of innovative artificial intelligence, analytics, or automation that drove digital fluency, transformation and business results.


Webhelp för att bredda ideellt initiativ för att stödja utbildning och inkludering över hela världen

Som ett Think Human-företag främjar Webhelp en inspirerande kultur, som gör att alla Webhelpers uppmuntras att göra skillnad i världen. Miljö, socialt och ledande (ESG) har alltid varit kärnan i Webhelps identitet, därför har vi förespråkat stödet från globala välgörenhetsinitiativ sedan 2015.

Under åren har det blivit tydligt att den stora skillnaden i tillgång till utbildning ofta påverkar en betydande del av människors liv. Exkludering kan påverka vem som helst, oavsett ålder, kön eller bakgrund och bara en uppsättning olyckliga omständigheter i kombination med brist på stöd, kan göra att människor blir lämnade kvar.

Grundandet av SHARED Foundation

Webhelps tog initiativ för att ta itu med problemet 2015 och lanserade stiftelsen SHARED Foundation (Solidaritet, humanitär, bistånd, miljö, mångfald) under Foundation of France. SHAREDs uppdrag var att stödja professionell integration och anställbarhet genom att främja tillgång till allmän utbildning och digital kompetensutveckling.

SHARED har stöttat lokala föreningar i de länder där Webhelp verkar i den franska regionen. År 2019 började Webhelpers samordna initiativ för att identifiera lokala föreningar i varje land och öppnade möjligheten för anställda att delta i volontärprojekt. Under de senaste fem åren har SHARED hjälpt 15 föreningar i åtta länder, vilket har gjort det möjligt för över 2000 personer att få den kunskap och de färdigheter som krävs för att komma in på de lokala arbetsmarknaderna.

Ett internationellt uppdrag: Think Human Foundation

SHAREDs framgång i den fransktalande delen av Webhelp-världen gjorde det möjligt att föreställa sig en mer betydande inverkan och bekämpa ojämlikhet i de över 50 länder där Webhelp-filialer återfinns.

I januari 2020 bildade Webhelp tillsammans med sina aktieägare och Olivier Duha, medgrundare och koncernchef för koncernen: Think Human Foundation för att främja denna utveckling globalt. Stiftelsen har samma mål som SHARED men med ett mycket bredare omfång. Webhelpers över hela världen kan främja people first åtagande genom att stödja lokala välgörenhetsinitiativ, oavsett om det är ekonomiskt, tid eller expertisstöd.

Olivier Duha, VD och grundare av Webhelp, påpekade:

”Sedan skapandet av SHARED Foundation i Frankrike 2015 har vi lyckats utveckla Webhelps initiativ till en kraft med en global räckvidd, idag känd som Think Human Foundation. På Webhelp, tror vi att utbildning och inkludering är en integrerad del för en person ska bygga sitt liv, därför är det vårt uppdrag att främja mer rättvisa möjligheter för människor att hitta sin plats i teamet”

”Think Human Foundation är mer än en välgörenhetsorganisation eftersom våra Webhelpers kommer att ägna sin tid åt att arbeta med lokala samhällen, regionala nätverk och nationella regeringar för att skapa möjligheter för människor i den professionella världen. Vi är så stolta över att detta globala välgörenhetsinitiativ har fullt stöd från den globala Webhelp-familjen. ”

För att lära dig mer om Think Human Foundation, besök webbplatsen thinkhumanfoundation.org.


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.


social media

Webhelp rankades högt i alla aspekter av sociala medier av ledande analytiker NelsonHall

social media

NelsonHall tillkännager en rad analytikerutmärkelser

8 februari 2021

Webhelp är den ledande leverantören av global kundupplevelse (CX) och affärslösningar, och har erkänts av den främsta branschanalytikern NelsonHall för sina sociala mediefunktioner.

Företaget tillkännagavs inom tre kärnområden: kundvård och försäljningsförmåga; kapacitet för online-rykteshantering och innehållsmoderering, förtroende och säkerhet.

NelsonHalls utvärderingsverktyg (NEAT), en del av ett ”speed-to-source” -initiativ, gör det möjligt för strategiska inköpschefer att utvärdera leverantörernas förmåga att identifiera branschens bästa presterande under urvalsprocessen. Metoden utvärderar specifikt kvaliteten på nyckelspelarnas förmågor i flera kategorier, såsom teknologi och verktyg, serviceinnovation, geografiskt fotavtryck och skalbarhet, bland andra.

”Vi är stolta över att NelsonHall har erkänt våra sociala medieförmågor. Nu mer än någonsin och i en alltmer digital värld, måste företag leverera högkvalitativa och pålitliga interaktioner med kundupplevelser. Webhelp har ett brett utbud av digitalt aktiverade tjänster som gör det möjligt för oss att stödja globala varumärken med deras interaktioner, rykte på sociala medier, arbeta med sociala medieplattformar och marknadsplatser för att stödja en säkrare onlinemiljö för användarna. Vi är mycket stolta över våra framgångar i detta utrymme, säger Webhelp grundare Olivier Duha.

Ivan Kotzev, analytiker för NelsonHall CX Services:

”Webhelps starka resultat inom support och försäljning av sociala medier bygger på en grund för egen teknologi, kanalhanteringserfarenhet och CX-konsulteringsförmåga. Anmärkningsvärt är företagets expertis inom lead-generering och försäljningsaktiviteter på sociala kanaler, en allt högre prioritet för varumärken som vill möta sina kunder på dessa kanaler. ”

Webhelps omfattande kapacitet och växande globala fotavtryck fortsätter att valideras av analytikersamhället. Med den uppskattade amerikanskbaserade analytikern Gartner som utnämner Webhelp som en nischspelare. Detta bygger på analytikerns rapportering av Webhelp som en Rising Star under 2019/20, eftersom verksamheten ytterligare etablerar sitt rykte som ett branschstörande och trovärdigt alternativ till de mer traditionella aktörerna på den nordamerikanska marknaden.

Dessa senaste utmärkelser förstärker Webhelps nuvarande positionering av den globala analytikern Everest Group som en ledare inom Customer Experience Management (CXM) i sin PEAK Matrix® Assessment 2020, samt en ledare inom CXM i Europa, Mellanöstern och Afrika (EMEA) Services PEAK Matrix, som erkänner att Webhelp är särskilt stark när det gäller både syn och förmåga. Everest-koncernens positionering sträcker sig till en ny rapport där Webhelp erkänns som en viktig utmanare i arbete hemifrån bland andra globala aktörer.

Everest Group skrev i sin WAHA (Work at Home Agent) CXM Services PEAK Matrix Assessment,

”Webhelp driver digital transformation genom Cloud-adoption, CX-rådgivning och automatisering genom att samarbeta med leverantörer som Amazon Connect, MS Azure och UiPath, för att använda deras plattformar enligt kundernas krav. ”


Daugavpils

Webhelp to launch content moderation services in new office in Daugavpils, Latvia: 55 people are already in training

February 1st 2021

Webhelp, a leading global customer experience and business solutions provider, is opening an office in Daugavpils, Latvia, to support a new global client with content moderation services.
Right now, 55 people are in training and Webhelp is recruiting more new team members during spring.
We have chosen Daugavpils based on the great local talent, the city’s geographical location, support from the local institutions and Investment and Development Agency of Latvia, as well as our great cooperation with Daugavpils University.” said Janis Misans, MD Webhelp Latvia.

Webhelp is keen to contribute to Daugavpils’ economic development and the broader Latgale region while offering professional services support to international and local clients, leveraging our global network and extensive experience. Together with Webhelp’s office in Riga, the Daugavpils office will enable Webhelp to create a cohesive service network and further strengthen our service capabilities for the region.

Igors Prelatovs, Chariman of Daugavpils Council, stated:

Daugavpils municipality highly appreciates the cooperation with LIAA, as a result of which an international company Webhelp has started operating in our city.

It is a great opportunity for young, motivated citizens to start their careers in their hometown. As the company is located on the premises of Daugavpils University, it makes it easier for employees to combine their studies with the work.

We are proud that Daugavpils has been chosen as the company’s location and that the people of Daugavpils are competitive for the international labor market.

I wish great success for Webhelp’s plans in Daugavpils so that the company can thrive and evolve, and continue to offer new job opportunities to young people in Daugavpils and the surrounding area.

Making business more human for the world’s most exciting brands

We live in an era of fast connectivity and AI. Today, human experiences have even more power to make businesses come to life in customers’ hearts and minds.

Webhelp is committed to making business more human.

It’s through this commitment that Webhelp enriches customer experience, and designs business solutions that create value for the world’s most exciting companies.

Webhelp is a partner across a range of services including customer experience solutions, social media content moderation through to payment services.

Hundreds of brands across the world trust Webhelp because of their people, the culture they work in, and the ideas and technology they put to work.

By choosing Webhelp they access the passion and experience of 65 000 game-changers from more than 150 locations in 50 countries. Each one determined to bring their own intelligence, empathy and experience to the table every day.

Webhelp is the European leader in their industry, with a revenue of €1,5B in 2019, and aims for a global leadership position.

Webhelp is currently owned by its management and GBL, a leading global investment holding, as of November 2019.

More information can be found at www.webhelp.com

MEDIA CONTACTS:
Janis Misans, MD Webhelp Latvia
janis.misans@webhelp.com
+37167224437
Ida Naper, Nordic Director of Communications
ida.naper@webhelp.com
+4793673123


Frost & Sullivan erkänner Webhelp som en toppaktör inom innovation och tillväxt i sin europeiska CX Radar 2020

Det globala, ansedda forsknings- och konsultföretaget Frost & Sullivan har tilldelat Webhelp en topprankning i sin Frost Radar ™ – CX Outsourcing 2020.

Webhelp är positionerat som ledande inom både tillväxt och innovation. Manq får erkännande för sitt breda utbud av lösningar över vertikaler och viktigare – dess effektiva digitala omvandlingstjänster och teknologibaserade lösningar som stimulerar kundinnovation, tillsammans med sin konsultverksamhet, Gobeyond Partners.

Deepali Sathe, Senior Industry Analyst – Informations- och kommunikationsteknologier på Frost & Sullivan uppgav:

”Med sitt fokus på AI, röst- och prediktiv analys. Användningen av avancerad teknik för att framtidssäkra sina lösningar, kan Webhelp konkurrera effektivt, samtidigt som ett öppet ekosystem av partners med en varierad blandning av progressiva partners för att ytterligare stimulera innovation ”.

Webhelps dedikerade start-up CX-program, The Nest by Webhelp, och gruppens starka fokus på teknologisk implementering bidrar starkt till att driva innovation i alla faser av en kunds utveckling.

Koncernens snabba tillväxt, som känns igen av den närmaste positionen i Radar, som driver Webhelp till den europeiska CX Outsourcing Services marknadsledande positionen och en framträdande global position, har drivits genom både organisk tillväxt och strategiska förvärv. Idag täcker Webhelps tjänsteportfölj inte bara Customer Engagement-tjänster utan också ett brett utbud av ytterligare funktioner som RegTech, digitalisering, AI och konsulttjänster. Dess anmärkningsvärda entreprenörskultur har varit kärnan i företagets framgång och vision att göra affärer mer mänskliga, på rätt sätt för sina kunder.

Olivier Duha, medgrundare och VD för Webhelp sa:

”Som ett målmedvetet företag är vi stolta över att tilldelas äran av denna ledande position i Frost Radar ™. Våra team av passionerade game-changers letar ständigt efter sätt att göra saker bättre för våra kunder, deras kunder och vårt företag. Att förändra spelreglerna är en viktig del av vårt DNA, vilket erkänns av vår starka prestation på innovationsindexet. Genom att se till att de bästa teknologierna och innovationerna gör det möjligt för våra anställda att göra en verklig skillnad, så går vi ständigt framåt i vår strävan att skapa fantastiska mänskliga upplevelser. ”

The Radar grundar sig på kärnvärdesförslagen tillväxt, innovation och ledarskap. Den robusta analysen granskar fler än 1000 leverantörer över tio nyckelkriterier som innovationsskalbarhet, kundanpassning, vision och strategi. Varje företag utvärderas sedan på effektivitet inom dessa teman för att avgöra hur väl de är positionerade för att driva tillväxt i framtiden.


Being a people-first organisation during a pandemic

The coronavirus pandemic has profoundly impacted the way we all live and work, forcing organisations to rapidly adjust to a new reality. As an organisation that prides itself on putting people at the heart, our number one priority will always be to keep our people safe. This approach, coupled with our rapid mobilisation of home working models for our clients, has uncovered our agility and adaptability, enabling us to continue growing and achieving our goals amongst this year’s challenges, which we are incredibly proud of.

Protecting our people

Webhelp is committed to making business more human, and our people are central to achieving this.
In February, we entered the COVID period with an incredible team of nearly 56,000 Webhelpers, always willing to make a difference in the lives of our client’s customers as well as in their local communities. We rapidly transitioned over 70% of our teams to work remotely, with all the relevant equipment and protocols to ensure safe and regulated work. With the incredible work from our teams, in a short amount of time we have established new digital resources for team leaders to support home working operations through new communication models to support our new and existing Webhelpers in changing practices and behaviours in new working environments.
From April – June, we delivered more than 650,000 masks to our colleagues. Where sites are being progressively and cautiously reopened, we continue supporting our colleague’s health through the delivery of masks and thousands of litres of hand sanitizer and extensive extra cleaning routines.

Supporting our clients

We have continued to work as trusted partners for our clients, adjusting their working practices and service models to meet the new requirements. As we have the experience of homeworking with our experienced agents at INVIRES, we were ready and able to rapidly adopt and continue a quality level of service for our clients, and support new clients where the infrastructure and local preparation wasn’t available.
Introducing new technology solutions has been essential to delivering successful home working solutions, especially for clients in highly regulated environments. We have built and designed a fully PCI compliant payment service which allows full card and payment masking within home working spaces, matching the protocols we have for working on site. Through introducing IVR opportunities with retail clients, we have also been able to further support their compliance and the safeguarding of data.
Hybrid models of flexible working allow colleagues to rotate shifts, working from either home or our office sites, to manage sensitive data access where necessary.

Delivering growth

Amongst all the chaos, our resilience has been preserved. We continued to deliver exemplary service to our clients and their customers and acquire new clients along the way.
We have now welcomed a further 6,000 people into the Webhelp family, some of whom will have never been to one of our offices, using remote recruitment, onboarding, and training. In our Asia-Pacific region we have increased our total headcount by 45% since January 1st, 2020, and continue to expand our operations in different locations within this region.
We are not limited to a single location site as we consider our service to be geography agnostic. Moving rapidly and flexibly, we have been able to establish fully virtual contact centres which are delivering service that is consistently outperforming against peers on first contact resolution, touchpoint net promoter score and employee engagement.
The future will result in different ways of working as focus moves to introducing hybrid models, drawing the best of both worlds through local hubs acting as centres of excellence to provide knowledge sharing, coaching and training to support home workers.
This crisis has forced organisations to adapt and rethink the way they deliver services and our clients, old and new, continue to rely on us to operate safely, quickly, and resiliently.


Discover Webhelp's Work Abroad Program

International mobility means opportunities even in the most challenging of times

As a people-first company, not only do we strive to enjoy every day but also listen to our colleagues as to how they wish to live their careers. Relocating to a new country to start an international career is always a great challenge, especially during a global crisis.
At Webhelp, driving innovation is part of our DNA. That is why we have set out to make international mobility still a possible, safe and enjoyable experience! We have developed our Work Abroad program with you in mind – our colleagues who want to explore new cultures and career opportunities as well as future Webhelpers who dream of a fresh start.
The Work Abroad program is part of our new Website. So, let’s dive in the online features and functionalities that will bring you closer to your dream lifestyle.

Find out what country you match with

Meet our interactive Job Matcher! The fun quiz is the first thing you will see when you land on our Work Abroad page. Your international journey starts by answering 3 simple questions. We use a quick algorithm that will match you with the country most suited to your personal preferences and professional goals. You might have more than one soulmate country! So, have fun and redo the quiz as many times as you wish.

Find out what it is like to work in your country of choice

Now you have an idea of where you would like to live your next 12 to 24 months or maybe your entire life. So, let’s take a quick journey into that dream destination!
As game-changers, we conducted a survey with people who work with us as well as former colleagues and even employees from other companies. Why? To get a real feeling of what it is like to work in the country you would like to call home.
The destination section refers mainly to the overall employee sentiment within a certain region. However, this is where you will see open positions available at Webhelp in your country of choice. Likewise, from this section you can select the city (site) where we operate.
We also gathered data from various reliable sources, and we recommend a monthly budget based on your salary at Webhelp in relation to the cost of living in your country of choice. This way, you can better plan for fun activities and common necessities.

Dare the adventure in your favourite city!

Getting the low-down on a country is great. But you will mostly live in a city while working abroad. To provide you with accurate and relevant information, we worked closely with expats living in the cities where we operate.
Each piece of content was written, edited and revised by multiple members of our local creative and HR teams, with the help and input of our expat Advisors.
This is where we also advertise our international open positions for our sites. So, when an available job feels like a match, apply and we will get in touch with you within a few days, if not hours.

Say hi to your new lifestyle

We strive to offer you a realistic glimpse of what to expect while working abroad at Webhelp. To create this piece of content, we interviewed dozens of our expat colleagues. So, you will get a feeling of the country through their eyes and experiences.
Our film crew also went the extra mile. Literally! They flew to our sites to capture the city vibe and our office culture. Follow our Webhelpers in their quest to show you authentic experiences and some impressive vistas of their second home! For example, check out how Denisz from Ukraine works and lives in Barcelona.

When in doubt, contact our friendly ambassadors

But what if you are still undecided about your chosen destination? Our colleagues from around the world will be happy to answer all your questions related to cost of living, relocation assistance, open positions and many more.
We have also taken a unique approach with our FAQ section. Since we put our people at the heart, we have divided our frequently asked questions in 3 parts: Your Life, Your Career and Your Adventure. Reading through the answers will feel personal, human-orientated and transparent.

Stay tuned for Meet Webhelpers

We believe in an engaging work culture. And our Webhelpers are the best ambassadors to reinforce our values. Coming soon is our new blog section featuring ‘the person behind the job’. You will find out what it is like to start and advance your career with us, how to stay resilient when you fail or how to succeed when you struggle. All these from a personal point of view of our Webhelpers!

For the past 20 years, we have thrived in challenging circumstances and strived to help our people achieve their goals. Despite the current pandemic, we know that international mobility is crucial to business growth and employee satisfaction. We encourage you to explore our opportunities abroad and dream further than ever before!


The future of travel in the post COVID world

The arrival of COVID-19 may have changed the travel industry forever. We’ve asked sector expert, and Webhelp Group Chief Sector Growth Officer, Nora Boros, to reflect on how far we have come and, most importantly, what the future holds for this most human of industries?

 

What was the travel industry landscape prior to COVID-19, were there any ongoing issues, or significant changes on the horizon?

Although it feels like an age away right now, looking back to 2019 the outlook for the travel industry was fairly optimistic and, on the whole, the industry was in a place of maturity in customer experience - especially when compared with other sectors which might be perceived as being weaker in this area such as financial services.

In fact, the industry had developed some depth in the ability to emotionally and personally connect with its audience, in order to deliver unique leisure experiences.  Brands were using new consumer behaviours to create buy in, especially in creating enriched customer journeys, something that I explored in a previous blog.

As travel is such a broad and diverse industry, some disruption was evident and there were emerging players and newcomers to the market, joining travel from competing sectors.

There was the growth of personalised, sustainable and eco-tourism, and its impact on the traditional value, luxury and price based travel campaigns - plus the continued arrival of start-ups, bringing new technology, fresh services and additional booking avenues to the industry.

Unfortunately, some areas of the travel industry were already financially fragile. For example, where low operating margins coincide with high cost in distribution or intermediation. This is especially apparent in models where there are go-betweens such as resellers, who are bridging the gap for providers and the consumers themselves, and draining income flows.

Alongside this, there was the growing financial challenge faced by the traditional retail brick and mortar travel providers from new players in digital technology.

And, there was huge impact from the way that technology can very quickly, change a regional provider to a global one – going digital provides the ability to easily disseminate an offer across multiple geographies and languages.

Interestingly, at Webhelp we are in the perfect position to provide support in this area, creating a unified customer experience across multiple markets.

What was the initial response to COVID-19 from the industry, and what challenges did Webhelp face as a company?

In the past decade, the travel industry has weathered many storms, including the ash cloud crisis in 2010 and the impact of the tragic events of 9/11. So when COVID hit, there was the awareness that it was going to hurt – but it was approached with a certain amount of resilience.

We saw a significant drop in sales volumes across our existing client operations, which we approached with a high degree of flexibility. As a people first company, we value our people and moved to protect them with swift workforce management measures like redeployment and adapted hours while working to reduce negative financial impact on our clients.

The travel industry has a substantial learning curve when producing the best customer advisors, particularly in the airline, tour-operating and hospitality segment. There must be a deep understanding of the sector, tools and processes – which can only be provided by time-served and highly trained advisors.

We focussed on retaining this wealth of experience; we knew that once the immediate challenge passed, our clients would need a highly skilled service.

And, it’s important to note, that as sales volumes fell, customer service needs in areas like refunds, information and rescheduling rose dramatically.  We protected the industry and our clients by cross-skilling advisors, redeploying them and introducing homeworking, where possible, to protect our people and ensure continuation of service.

We have also deployed automation where possible to accelerate digital transformation at a lower cost.

We entered a crisis discussion with one of our clients, who were understandably deeply concerned for their business and were considering calling off their contract. In response we provided a clear and robust financial roadmap through the crisis, working with local legislation to retain our people, safeguard their salaries and reduce the financial drain on our client and the ability to re-invest the savings to the post-crisis situation.

And now, as the industry is gradually returning to business under the next normal, our client is in an ideal position to come back strongly – and appreciates the flexibility, cost reduction and value Webhelp brought to the long term relationship.

Can we touch on the impact of COVID from an air travel perspective?

Yes, obviously the global travel industry has a symbiotic relationship with the airline industry, because travel by its very nature is closely linked to transportation.

The past three months have created a highly unusual situation, with limited (or no) cross border transportation and grounding several airlines.  This is without a doubt one of the single largest crisis’ to hit ANY industry, and we will see ripples and consequences for the next decade, if not longer.

There will be lasting consumer trends resulting from this, including a renewed interest in sustainable tourism and more purposeful, meaningful travel.

The recovery period for airlines may create a decrease in availability resulting in a potential price increase, both for the leisure market and particularly for business travellers. I think that for the corporate market, recovery will be much longer, and many companies will need to adapt their propositions to suit this new reality.

As a consequence we should see short term growth in domestic markets, as people have less in their pockets and less opportunity for international travel. There will be a return to travel as a simpler and more meaningful activity, with family relationships and new experiences assuming greater importance as some global destinations are limited.

The way ahead for the industry and your thoughts on the future of Travel under COVID-19?

Transformation and restructuring will be visible across the whole industry, which is already evident in the actions of Ryanair and British Airways and hotel chains like Marriott and Hilton. Travel companies will need focused customer experience during this difficult time and Webhelp can really support operational and digital transformation in this area.

Change is certainly ahead for the hospitality industry, and some independent hotels could struggle to comply with the new social distancing regulations, reduced guests and increased costs required to stay open while maintaining the bottom line.

Travel brands, like Airbnb, Booking.com and Expedia, with more diversified portfolios or private rentals where new regulations and safety measures can be introduced quickly, may be in a position to benefit.

As we live more flexible work lives, leisure travel will become blended with business needs, creating the new travel concept of ‘Bleisure’, something that we will be exploring in future blogs.

The real trends will become more apparent in the first quarter of next year, as the financial and social effects of COVID become clearer.

And finally, I think that the human experience of travel, the need for personal contact and connection will be increasingly valued and promoted.

Travel is the most universal way to unlock boundaries and understand how diverse and beautiful the world is, and I am confident that the industry will recover and remerge. It may be changed but will remain just as meaningful.

In future blogs we will explore the travel horizon in further detail, re-imagining the customer experience and looking at how this can unlock meaningful opportunities for the travel industry. Feel free to contact Nora Boros via LinkedIn and to explore more of our services.