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 laajentaa voittoa tavoittelematonta toimintaa, joka tukee koulutusta ja osallisuutta maailmanlaajuisesti

Think Human -ajatusmallin sisäistäneenä yrityksenä Webhelp vaalii inspiroivaa kulttuuria, jonka kautta Webhelpiläisiä kannustetaan muuttamaan maailmaa. Ympäristö, yhteiskunta ja hallintotapa (ESG) ovat aina olleet Webhelpin identiteetin ydin, minkä vuoksi olemme taistelleet globaalien hyväntekeväisyysaloitteiden tukemiseksi vuodesta 2015 lähtien.

Vuosien mittaan on käynyt selväksi, että suuret erot koulutuksen saatavuudessa vaikuttaa usein merkittävästi ihmisten elämään. Poissulkeminen voi vaikuttaa keneen tahansa iästä, sukupuolesta tai taustasta riippumatta, ja vain pieni määrä heikkoja olosuhteita yhdessä tuen puutteen kanssa saattaa aiheuttaa ihmisten syrjäytymisen.

SHARED-säätiön perustaminen

Webhelp aloitti toimenpiteet ongelman ratkaisemiseksi vuonna 2015 ja perusti SHARED-säätiön (solidaarisuus, humanitaarinen apu, ympäristö, monimuotoisuus) Ranskan säätiön alaisuuteen. SHAREDin tehtävänä oli tukea ammatillista integraatiota ja työllistyvyyttä edistämällä pääsyä yleissivistävään koulutukseen sekä digitaalisten taitojen kehittämistä.

SHARED on tukenut paikallisia järjestöjä ranskankielisissä maissa, joissa Webhelp toimii. Vuonna 2019 Webhelp aloitti koordinointiprojektin paikallisten yhdistysten tunnistamiseksi kussakin maassa ja avasi työntekijöilleen mahdollisuuden osallistua vapaaehtoisprojekteihin. Viimeisten viiden vuoden aikana SHARED on auttanut 15 yhdistystä kahdeksassa maassa, mikä on antanut yli 2 000 ihmiselle mahdollisuuden hankkia tarvittavat tiedot ja taidot paikallisille työmarkkinoille pääsemiseksi.

Kansainvälinen tehtävä: Think Human -säätiö

SHAREDin menestys Webhelp-maailman ranskankielisessä osassa antoi mahdollisuuden kuvitella vielä merkittävämpi vaikutus ja torjua eriarvoisuutta yli 50 maassa, joissa Webhelpin sivukonttorit sijaitsevat.

Tammikuussa 2020 Webhelp perusti osakkeenomistajiensa sekä Webhelpin perustajan ja toimitusjohtajan Olivier Duhan kanssa ’Think Human’-säätiön edistämään tätä kehitystä maailmanlaajuisesti. Säätiöllä on samat tavoitteet kuin SHAREDilla, mutta sen kattavuus on paljon laajempi. Webhelpiläiset voivat nyt maailmanlaajuisesti edistää yrityksen ’People First’-sitoumusta tukemalla paikallisia hyväntekeväisyysaloitteita, olipa kyse sitten taloudellisesta, ajallisesta tai asiantuntemuksellisesta tuesta.

”Tämä säätiö on enemmän kuin hyväntekeväisyyttä, koska webhelpiläiset käyttävät aikaansa työskennellessään paikallisten yhteisöjen, alueellisten verkostojen ja kansallisten hallitusten kanssa luodakseen ammatilllisia mahdollisuuksia ihmisille. Olemme niin ylpeitä, että tällä globaalilla hyväntekeväisyysaloitteella on koko maailmanlaajuisen Webhelp-perheen tuki. ”

”Lisätietoja Think Human -säätiöstä luettavissa verkkosivustolla osoitteessa 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.


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 tunnustaa Webhelpin johtavaksi innovaation ja kasvun toimijaksi vuoden 2020 eurooppalaisessa CX-tutkassa

Maailmanlaajuinen, arvostettu tutkimus- ja konsulttiyritys Frost & Sullivan on myöntänyt Webhelpille korkeimman sijoituksen vuoden 2020 Frost Radar ™ – CX Outsourcing -toiminnossa kasvun ja innovaatioiden sektorilla.

Webhelp on johtavassa asemassa sekä kasvun että innovaatioiden osa-alueilla ja ansaitsee tunnustusta laaja-alaisista ratkaisuista eri toimialoilla ja ennen kaikkea tehokkaista digitaalisista muutospalveluista ja teknologiaratkaisuista. Ne kannustavat asiakasinnovaatioita yhdessä Webhelpin oman konsultointiliiketoiminnan, Gobeyond Partnersin, kanssa.

Deepali Sathe, vanhempi teollisuusanalyytikko – tieto- ja viestintätekniikka Frost & Sullivanissa, totesi:

”Keskittyessään tekoälyyn, ääni- ja ennakoivaan analytiikkaan sekä edistyneiden tekniikoiden käyttöön ratkaisujensa tulevaisuuden turvaamiseksi Webhelp pystyy kilpailemaan tehokkaasti säilyttäen samalla avoimen kumppaniekosysteemin, jossa on monipuolinen joukko edistyksellisiä kumppaneita innovaatioiden edistämiseksi. ”

Webhelpin oma start-up ”CX-kiihdytin” The Nest by Webhelp ja konsernin voimakas keskittyminen teknologian käyttöönottoon edistävät innovaatioita asiakkaan kaikissa kehitysvaiheissa.
Webhelpin nopea kasvu – mikä näkyy CX-tutkassa kirimisenä vahvalle kakkossijalle vain hieman kärkipaikan taakse – sekä Webhelpin nousu Euroopan CX Outsourcing Services -markkinajohtajaksi ja merkittävään maailmanlaajuiseen asemaan, on aikaansaatu sekä orgaanisella kasvulla että strategisilla yritysostoilla. Nykyään Webhelpin palveluvalikoima kattaa paitsi Customer Engagement -palvelut, myös laajan valikoiman lisäominaisuuksia, kuten RegTech, digitalisointi, tekoäly ja konsultointi. Webhelpin omaleimainen yrittäjyyskulttuuri on ollut konsernin menestyksen ja vision ytimessä; tehdä liiketoiminnasta inhimillisempää asiakkaille sopivilla keinoilla.

Webhelpin perustaja ja toimitusjohtaja Olivier Duha sanoi:

”Tarkoituslähtöisenä yrityksenä olemme innoissamme siitä, että olemme saaneet kunnian olla johtavassa asemassa Frost Radar ™ -analyysissa. Intohimoiset ”game-changer” -tiimimme etsivät jatkuvasti tapoja tehdä asiat paremmin asiakkaillemme, heidän asiakkailleen ja yrityksellemme. Muutos – niin siihen sopeutuminen kuin sen aikaansaaminenkin – on keskeinen osa DNA:tamme, mikä näkyy ja on tunnistettu vahvana suorituskykynä innovaatioindeksissä. Varmistamalla, että parhaat tekniikat ja innovaatiot mahdollistavat työntekijöillemme aikaansaada todellinen muutos, etenemme jatkuvasti eteenpäin pyrkiessämme luomaan upeita kohtaamisia ja kokemuksia. ”

CX-Tutka perustuu kasvun, innovaatioiden ja johtajuuden perusarvoihin. Vankka analyysi tutkii yli 1000 palveluntarjoajaa kymmenellä keskeisellä kriteerillä, kuten innovaatioiden skaalautuvuus, asiakaslähtöisyys, visio ja strategia. Kunkin yrityksen tehokkuus arvioidaan näiden aiheiden perusteella sen määrittämiseksi, kuinka hyvin he ovat asemoituneet kasvun ohjaamiseksi tulevaisuudessa.


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.


Webhelp response to the Covid-19 Coronavirus

Webhelp Business Continuity in a responsible manner

Our response to the Covid-19 crisis ensures the continuity of our business for our people, our clients and their customers.

We face an unprecedented time of disruption and uncertainty. From individuals, to families, to companies, we have all been impacted by the effects of the virus. We recognize that the global landscape faced by all businesses has changed due to the current crisis caused by the Coronavirus (COVID-19).

That is why it is of utmost importance to us at Webhelp to ensure that we responded quickly, appropriately and in an agile way to the changing environment in which we operate as one of the leading Business Process Outsourcing (BPO) companies in the world.

With over 55 000 people  operating in  35 countries, we shoulder a huge responsibility in ensuring business continuity while at the same time prioritizing the health and safety of our people. Mitigating the risks to our people and company is a top priority and we have moved quickly to adapt the way we work and operate to make our company stronger for the future.

All of these mitigating initiatives have been implemented in complete alignment with our company’s mission, vision and cultural pillars.

Focusing on the safety of our people.

At Webhelp, we know that beyond anything, it is our people who make us who we are and allow us to offer our clients and their customers great service. Today, more than 38 000 Webhelpers are working from home – that's more than two thirds of our workforce.

“We are facing an unprecedented situation today, which requires that we take an exemplary citizen’s approach to protect the most vulnerable people and to do everything we can to limit the spread of this pandemia.”

We are responsible for over 55 000 people within our organization and so many more within the communities where we operate. Therefore, our first priority is to protect the safety of our people by leveraging all the options available to us, while also strictly adhering to the guidelines set out by the World Health Organization and the applicable local Governments regulations.

Strict protocols are in place providing important guidance to our people, our management and our clients across our regions, whether our teams are in a work-from-home set up or on site. This is updated as and when the situation changes with a huge focus on communications, using every channel available to us to engage with our people and our clients.

Partnering with our clients.

We put our clients at the heart and this means working in partnership with them to ensure that we create and quickly implement solutions that fit each client in addressing the specific challenges they face – disruption, channel shifts, increased demand – but also remain compliant with all regulatory and data privacy requirements. Building trust and maintaining that trust with our clients is paramount in the resilience of our business.

We keep in constant contact with our clients to anticipate their needs and address their challenges whether that be work-from-home or on-site while complying with all safe health and safety requirements.

Together, we have created solutions through a partnership approach that consistently brings a game-changing way of working while mobilizing the strength of all our people.

As governments are now setting out guidelines for the next phase, we need to plan and be ready to deploy, keeping the protection of our people as our priority. All Account & Operations Teams are working to ensure our clients’ campaigns transition to a “new normal”, minimizing risks and maximizing future operational resilience.

Changing our game. 

Times of crisis require swift decisions and action. That’s exactly what we did, we take bold moves to make things happen and happen fast. We have been primarily focused on managing the disruption through an established Command Team who has the mandate to coordinate all actions and decisions in the Group.

Through our agile teams, we have been responsive in mobilizing all options available to us by adopting a global unified approach to the challenges we face, while leveraging our global experience.

“We should remain attentive, creative, opportunistic and game-changing in all circumstances.” 

Our ability to identify, solve and view challenges as opportunities has reformed our way of working. The quick response of all our teams, including IT and Facility Management, enable us to continue to deliver our services in a safe environment for our employees. This means implementing increased hygiene protocols, work-from-home or working remotely at scale in all our geographies where applicable or practicing the social and spatial distance guidelines to safeguard our essential workers for the activities of our clients that are deemed as essential locally on some of our sites.

We have developed specific training on work-from-home / remote working operations and have trained our managers to ensure they adapt to the new way of working while delivering our WOW Operating Model smoothly. We have also reviewed our security and data privacy practices to adjust to the new working environment and offer the best protection for our clients and their customers.

40 000 of our people agreed to move, often within a few hours, to a work-from-home or remote working situation with our IT team providing tools and support to make this function swiftly.

Engaging with our people every day.

It is a very challenging situation that we find ourselves in but through this process of business continuity, we remain united as one Webhelp globally who Thinks Human. The connection and engagement of our people is reinforced regularly through strong-targeted communication, uniting teams and underlining our values. #WeAreWebhelp #StrongerTogether

Under the internal employee wellness program – WebHEALTH, we offer support to our people through tips and guidance on best practices in challenging situations while leveraging on our employee assistance programs to support the wellbeing of our people.

We have ensured the continuity of our business and created opportunities that will change our operating model while our people continue their Webhelp journey.

We are proud of our people’s proactive response and ability to show commitment and unity through mobilizing with great agility within an uncertain time.

We believe in two fundamental principles essential to any crisis resolution: ACTION and COLLECTIVE INTELLIGENCE.

Now more than ever, we must remain on the move.

Now more than ever, we must rely on our human capital and Think Human.

Now more than ever, we must live by our values and our culture.