thank you 2020, hello 2021

Season´ s greetings and a happy new year!

thank you 2020, hello 2021

The past year has been a very challenging time for all of us – however, every challenge presents us with an opportunity.

This year has shown us how resilient, adaptable, and creative we can be in times of adversity. A special thanks to our colleagues, partners, and clients – we couldn’t have succeeded if it wasn’t for your agility, flexibility and collaborative work to maintain business continuity.

We have gained a wealth of knowledge about ourselves and other people – and most importantly how being more human can make all the difference.

With that in mind, we have never been more determined to step into the new year with passion and positivity that will drive us through 2021.

Happy holidays to you and your families, and a great start into the New Year full of good health, joy, and success!


[Webinar] Travel rebound, evolution or revolution in traveller experience?

2020 has changed travel forever.

With the entire sector facing challenges like never before, we talk to industry leaders from easyJet, Expedia, Evaneos, and IATA, to share their experiences during these times of accelerated digital and operational transformation. With further insights into what this means for the future of travel in 2021 and beyond.

 


The Hub Read our latest edition of our company magazine

The HUB#13 – Read our latest edition of our company magazine

As a people first company, our corporate magazine focuses on our employees. Published twice a year, we are always thrilled to present a new copy. The HUB will give you insights into our strong culture as a global family who strive to enjoy every day. From success stories, global and local internal events, lifestyle articles to current hot topics and market trends, there are lots of interesting articles to explore.

In this edition, we take a look at our corporate response to COVID-19. Vincent Bernard, Group Managing Director highlights how swiftly and agile we responded to the pandemic – with great appreciation of unity, agility, and flexibility from our Webhelper’s.

Despite 2020 being a challenging year, our frontline employees are diligently keeping the momentum and drive for ‘business as usual’ for our clients and their customers. Therefore, during our Advisor’s Day, it was especially important for us to recognize the incredible work they execute every day.

So hats’ off to all our advisors for the awesome work you do every day!

We also included other inspiring articles such as: WFH our new normal, a success story, our multilingual hubs, and the importance of equal chances for all through our Impact Sourcing program and many more.

Have fun reading!


Telecats named as an Exceptional AI Solutions Provider by Frost & Sullivan

Virtual reality concept: abstract visualization of artificial intelligence

This report puts a great spotlight on Telecats and is a strong recognition of the company’s long-term commitment to invest in AI and delivering speech enabled solutions for accelerated customer experiences. Part of Webhelp Group since 2017, Telecats is headquartered in the Netherlands near top university Twente and partners with over 100 European leading brands such as DPG Media, easyJet, MSD France and MSD Vaccins, KPN and Webhelp itself, automating voice-based interactions. By implementing Smart IVR, Voicebots and Speech Routing, and other actionable use cases leveraging language modeling, Telecats redesigns the way contact centers operate.

Federico Teveles, Research Analyst – Information and Communications Technologies at Frost & Sullivan stated;

“Telecats’ remarkable technological capabilities are pivotal to its success in meeting market expectations. They have a successful track record of delivering advanced, custom conversational AI solutions to leading global enterprises, and exhibit exceptional customer satisfaction rates. Telecats incorporates a myriad of high-quality, forward-looking features that allow customers to optimize the customer journey and enhance agent experience (AX) and customer experience (CX). The acquisition by Webhelp has helped to position itself as a market leader.”

In this report, Frost and Sullivan has reviewed a wide range of companies in the entire European market and has paid a specific attention to the trends, opportunities, and challenges in the fast-growing industry of Voicebots and A.I. This study highlights Telecats in particular for the strong assets they bring to the table; a combination of highly developed technology skills, long-term business experience and its association with Webhelp, Europe’s leading CX and business solutions provider, bringing Telecats a unique positioning in Europe. With a focus on 2 client implementations, the report is a great demonstration of Telecats’ strong track record of delivering great AI-powered solutions to leading global companies.

Martijn Franssen, Director Digital Transformation KPN stated:

“The innovative speech solutions of Telecats fitted perfectly in the architecture required to bring KPN’s digital strategy to life within Customer Service. And importantly, we definitely see a Cultural fit. Telecats simply provides a flexible, modernized approach. The results we achieved with the voice and AI technology are proof of our unique cooperation. With a clear voice for Customer Service the customer literally becomes the center and basis of innovation in the field of customer contact.”

Telecats’ nomination as exceptional A.I. Solutions provider follows the recognition of Webhelp’s leadership, particularly in innovation, by the group’s top position in Frost & Sullivan’s RadarTM: European CX Outsourcing 2020 announced just a few days ago.


Frost & Sullivan recognizes Webhelp as a top player in innovation and growth

Global, reputed research & consulting firm Frost & Sullivan has awarded Webhelp with a top ranking in their 2020 Frost Radar™– CX Outsourcing.

Webhelp is positioned as a leader in both growth and innovation, earning recognition for its wide range of solutions across verticals and, importantly, its effective digital transformation services and technology-enabled solutions spurring client innovation, together with its consulting business, Gobeyond Partners.

Deepali Sathe, Senior Industry Analyst – Information and Communication Technologies at Frost & Sullivan stated:

“With its focus on AI, voice and predictive analytics and the use of advanced technologies to future-proof its solutions, Webhelp is able to compete effectively, while maintaining an open ecosystem of partners with a diverse mix of progressive partners to further spur innovation”.

Webhelp’s dedicated start-up CX program, The Nest by Webhelp, and the group’s strong focus on Technology enablement contribute strongly to driving innovation for all stages of a client’s development.

The group’s rapid growth, recognized by the close runner-up position in the Radar, propelling Webhelp to the European CX Outsourcing Services market leader position, and a prominent global position, has been driven through both organic growth, and strategic acquisitions. Today, Webhelp’s services portfolio covers not only Customer Engagement services, but a wide range of additional capabilities such as RegTech, digitization, AI and consulting. Its remarkable entrepreneurial culture has been at the core of the group’s success and vision to make business more human, through the right means for their clients.

Olivier Duha, co-founder and CEO of Webhelp said:

“As a purpose-driven company, we are thrilled to be awarded the honor of this leading position in the Frost Radar™. Our teams of passionate game-changers are constantly looking for ways to do things better, for our clients, their customers, and our company. Changing the rules of the game is a core part of our DNA, as recognized by our strong performance on the innovation index. By making sure the best technologies and innovations enable our people to make a real difference we are constantly moving forward in our quest to create amazing human experiences.”

The Radar is founded on the core value propositions of Growth, Innovation, and Leadership. The robust analysis audits over 1000 providers across 10 key criteria such as innovation scalability, customer alignment, vision and strategy. Each company is then evaluated on efficacy across these themes to determine how well they are positioned to drive growth in the future.


Webhelp strikes gold at the Engage Awards

Webhelp won the top prizes in the ‘Best Use of Training’ and ‘Best Partnership Solutions During a Crisis’ categories at this year’s Engage Awards. The leading customer experience and business solutions provider also won a silver award for ‘Most Effective Homeworking Programme’.

The gold award for Best Partnership Solution During a Crisis recognised Webhelp and its client Sainsbury’s Bank for developing a homeworking solution in record time. The rapid and smooth nature of that transition and the office-like environment created during the COVID-19 pandemic ensured that Webhelp has been able to continue to respond to more Sainsbury’s Bank customers and provide vital levels of support at a time when consumer demand was growing and COVID-19 was making a huge impact across the sector. This relied on the expertise of Webhelp’s IT team and the flexibility and commitment of everyone involved.

Lesley Millar, Head of Banking and Insurance Services, at Sainsbury’s Bank said: “Webhelp managed to mobilise homeworking for the entire contact centre over the course of a weekend, to help maintain a strong service to our customers and keep our colleagues safe. This was, for me, our most impressive and memorable response. This award celebrates a partnership that is a perfect fit for us. Not only is Webhelp aligned to our values, but its teams’ response to changing demands and priorities is exceptional.”

Webhelp’s Operational Learning and Development (L&D) team also won first prize in the Best Use of Training category, having moved from digital training at a baseline of less than 5% to a fully virtual solution in just 14 days. The team provided bespoke and channel-specific training for over 8,000 people working from home. Critical training was delivered to 1,500 new and displaced colleagues to support campaign redeployment and successful homeworking. The L&D team upskilled over 50 trainers into a virtual environment and created and deployed 85 core digital learning modules, along with 25 digital compliance courses.

The company also achieved the Most Effective Homeworking Programme silver award for keeping its people in the UK, South Africa and India safe during the pandemic while maintaining operational integrity for Webhelp clients. With over 12,000 employees, it was a substantial and complex challenge, which involved finding solutions for 2,150 colleagues in India within five days and 2,200 in South Africa in only three days.

David Turner, Webhelp UK Region CEO, said: “These awards emphasise the strength of the capabilities within our business and the dedication of our highly skilled colleagues. This year, more than ever before, we have seen the benefits of our commitment to making business more human. Webhelp’s game-changers accepted the challenges presented by the pandemic and embraced new solutions to ensure that we kept delivering for our clients. We are all so pleased that our teams’ efforts have received this recognition at the Engage Awards. It marks another special moment on Webhelp’s journey of rapid growth and constant innovation.”

The Engage Awards are recognised by the industry as the only awards programme, celebrating excellence in both Customer and Employee Engagement. The programme captures examples of excellence from organisations and individuals directly improving their strategies, retention, loyalty, productivity and bottom line performance.


Webhelp DACH - an outsourcing partner for companies in the DACH region and beyond

With changing conditions and the decreasing number of CX suppliers in the delivery market, customer experience management is becoming an emerging challenge for companies in the DACH countries.

In order to provide an excellent customer experience at this very time, it is necessary to find an experienced partner who can meet these requirements. However, the DACH region provides attractive onshore solutions and outstanding customer service for a wide range of industries.

With more than 20 years of expertise in business process and customer experience outsourcing, at Webhelp we focus on sustainable growth, investing in technology and developing lasting solutions – in partnership with and for our business partners and their customers.

This enables us to provide customised solutions and an exceptional customer journey.

This white paper “Driving CX Excellence in the DACH Region” examines the challenging conditions faced by companies in the DACH region and also highlights the potentials of a local onshore solution for your business, within the DACH market and beyond:

 

Webhelp DACH – Onshore solutions made easy!

Webhelp DACH

Created in collaboration with Peter Ryan, Principal Analyst at Ryan Strategic Advisory, this publication provides information and insight for those who are looking for an experienced and established Customer Experience & Outsourcing partner for their business.