Webhelp invests in Durban talent with the launch of its KZN-based office

We’re incredibly pleased to announce that Webhelp’s uMhlanga Ridgeside office was officially launched on Wednesday, 27 October.

Against the backdrop of crippling unemployment, particularly among the youth, the new office will bring 300 employment opportunities to the region with the people first business inundated with applications from people looking to work as Customer Service Advisors in a dynamic contact centre that deals with international retail campaigns.

“We’ve had such a fantastic response from Durbanites from the start, and have been truly overwhelmed by the high-quality of candidate applications we’ve received to date,” explained David Turner, Chief Executive Officer for South Africa, UK and India. “We’re really excited to be extending Webhelp’s footprint into the great city of Durban, and to witness first-hand the difference we’re able to make. Our latest recruits are joining an extensive global community and will be embarking on a long and successful journey with Webhelp!”

This launch will be the fourth of Webhelp’s South African bases, with over 4200 agents working across locations at Cape Town, Johannesburg and Pretoria. Durban was identified as a key site in building the company’s capacity while providing much-needed career opportunities to the region.

Sine Majozi, a Contact Centre Associate at the new KZN base commented:

“For me, Webhelp lives up to their culture of trust, respect and integrity. I feel so at home. Every morning I’m excited to come to work because not only do I look forward to learning something new, I’m treated well. I’m very grateful to be a part of Webhelp because it’s caught me at a time where I stepped out of my comfort zone and know what I want in life. I see growth opportunities for every individual who’s willing to work hard. The new office is stunning and also comfortable to be in. It’s more like a home and it makes me feel important and wanted by the Company.”

Webhelp has opened a world-class office environment that truly reflects the cutting-edge quality found in one of the country’s key hubs. Located in prime position near Gateway Theatre of Shopping and extensive public transport links, the building boasts a 4-star Green Energy Rating and water recycling features. This underpins the organisation’s sustainable approach in all decision-making.

In addition to the welcoming work space, the organisation’s ‘people-first approach’ encourages physical, emotional and mental health for all Webhelp employees. This is evidenced by the launch of the Webhelp Health & Wellness Centre in partnership with Momentum, which coincides with the celebration of Mental Health Awareness Month in October. This incredible facility, located at the new Webhelp site, will include:

  • On-site Momentum nurses
  • On-site Covid-19 vaccinations
  • Dedicated lactating facility for breastfeeding mothers
  • Annual health assessments
  • Counselling for employee mental wellbeing
  • Lifestyle information and education
  • Referrals for treatment or follow ups

“With its wonderful climate, ocean views and our well-equipped work space, this is definitely the ideal environment for our passionate game changers to thrive,” said David. “This is just the start of Webhelp’s operations in Durban and we look forward to discovering new opportunities for growth so we can continue to welcome more Durbanites to our family.”

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Webhelp launches immersive cyber awareness training to over 15,000 colleagues

Webhelp has been working with specialist interactive training provider VIVIDA to deliver powerful learning experiences to keep our people safe, both at work and in their personal lives.

 

With over 15,000 people working across the UK, India and South Africa, cyber security is one of our top priorities. With so many businesses now experiencing cyber-attacks, we’re very aware of the importance of looking at new and innovative ways to deliver cyber security awareness training.

Simeon Quarrie, CEO of VIVIDA explains:

For myself and VIVIDA, helping people make the most of the positive side of the internet is really important, and we felt Webhelp have exactly the same DNA. What we particularly appreciate is Webhelp’s desire to help colleagues internally, which is a really key and vital step. They had exactly the same beliefs as VIVIDA on helping their own colleagues and team members in a way which really resonates with them through communicating in a way that’s clear, enjoyable and easy to understand, which our focus is as well.”

Allowing our people to take on the role of a cyber-agent, this new training aims to ensure all colleagues have the tools and resources needed to stay safe and secure online by bringing to life what cyber security means. Going through a series of unique gamified modules in an interactive cyber security training centre, the training offers real life examples to help them identify scams, spot risks at home and learn about staying safe online.

 

Passionate about delivering training people will remember and truly benefit from, Webhelp’s Chief Risk and Technology Officer James Allen describes how they set out to use immersive storytelling to bring cyber security awareness to life:

As a business, Webhelp prioritises protecting itself from cyber threats and so ensuring colleagues understand cyber security is key.  When we saw the VIVIDA learning modules and saw for ourselves they really were like no other, delivering this training was an easy decision to make as not only will it help us to reduce our most pressing cyber risks, it’s a way of us supporting our people to stay safe in their personal lives as well. The feedback we’ve had from colleagues has been extremely positive with many telling us how easy it’s been to apply to their lives.”

 

As the business continues to engage with its people to ensure the stay safe online, we’ll be launching a homeworking module during Cyber Awareness month which will focus on recognising and eliminating threats in a homeworking environment.

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Final Farewell to the Bears of Sheffield

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

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

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

 

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

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

 

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

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

 

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


The future of outsourcing: Let’s talk innovative, agile, strategic commercial models

In the latest in our series looking at the future of outsourcing, Webhelp’s Managing Director (Customer Solutions) Mark Guest looks at the growing need for commercial certainty as organisations consider the merits of outsourcing critical operations. 


Despite the many difficulties of the pandemic, the Business Process Outsource (BPO) industry is arguably experiencing the most extensive adoption of outsourcing services in a generation, revealing common themes and new challenges to overcome. 

Outsourcing buyers are keen to optimise their partnerships to maximise investments in people, data, technology, and transformation. Against this backdrop, organisations are looking for certainty related to performance, requiring commercial arrangements that boost confidence in their partners and offer more than the traditional—and frankly unsustainable—cost-to-serve model, which centres on billing for large numbers of transactions. 

Outsourcers have an obligation to recognise this buyer shift, with our approach being the development of a model that has proven to be transformational in delivering clients the certainty they require in this incredibly uncertain time. The concept relies on strategic, outcome-based partnerships, where clients and outsourcers work together on shared commercial objectives. Most notably, this approach involves sharing the risks and rewards of outsourcing services, relieving the pressure from clients’ purchasing decisions.  

This article will explore the fundamental tenets of this evolving commercial model, highlighting how innovation, flexibility, and agility can enhance an outsourcing strategy and lead to success for both sides of the partnership.  


Outcome-focused commercial agreements

“The success of an outcome-based agreement depends heavily on access to technology, access to people, and access to data”

When organisations begin outsourcing, they’re hoping to achieve specific outcomes such as cost reduction, increased efficiency, improved customer satisfaction, revenue generation, or a combination of each.  With an outcome-focused commercial model, these strategic objectives are directly tied to service delivery, meaning that elements of remuneration are only payable when outcomes are delivered. As such, the level of financial risk and reward linked to service delivery is highly dependent on each business’s risk appetite. 

For example, if a client tasked us with transforming their customer experience, we would identify how to measure progress—perhaps through net promoter score, customer satisfaction (CSAT), or first-call resolution—and develop jointly agreed SMART performance targets to track the progress against these key outcomes. 

The success of an outcome-based agreement depends heavily on access to technology, access to people, and access to data, all of which enable the outlining of fair costs and achievable goals based on the information given provided by clients. In our partnerships, if we find any inaccuracies or our client cannot fulfil its dependencies, there’s the flexibility to review the commercial commitment to ensure its suitability over the long term.   

There is always a certain element of risk when partnering with outsourcers to achieve long-term goals, but by offering an outcome-based model, outsourcing providers are helping clients to better manage that risk, focusing on delivering results, not promises.   


Financial agility

“In adopting a financially agile approach we can help clients remove, or at least minimise, cost-related barriers to outsourcing and digital transformation.”

Historically, Webhelp has always positioned itself as an entrepreneurial, creative brand in the commercial sense. Our willingness to adapt commercial structures to fit client needs has enabled the creation of partnership-centric contracts that provide significant value for both sides of the relationship.     

Outsourcers with significant size and scale should be able to offer a level of financial flexibility that helps partners advance quickly towards their CX goals. For example, suppose an organisation is operating a 500-seat internal contact centre that is underperforming. In that case, there are several financial commitments and liabilities to deal with before switching to an outsourced model, such as facility costs, staffing, technology, and equipment. All these costs mount up and can delay a successful transformation, so it’s imperative to find a trusted outsourcing partner with the financial agility to support the organisation on its journey.  

In adopting a financially agile approach we can help clients remove, or at least minimise, cost-related barriers to outsourcing and digital transformation. This type of flexibility gives organisations the agility to deliver a robust, accountable and achievable transformational programme without being held back by their existing liabilities. 


Commercial certainty

While an outcome-focused model involves some level of certainty, by linking the commercial agreement to outcomes, commercial certainty is more about reducing financial risk for clients on the outsourcing provider’s behalf.   

It’s not an approach that works for everyone, and considerable due diligence is essential. However, for outsourcing partnerships of significant scale or tenure it can be an approach worth exploring – our experience has shown that when planned and executed properly, the commercial certainty model can produce wins for both sides of the partnership. 


Commercial creativity

The final tenet of an evolved commercial approach speaks for itself; commercial creativity exemplifies an ability to listen and work with partners to develop commercial models that meet their business needs whilst ensuring partnership creation and value for both parties.  

As a global company, we’re thinking creatively on an international scale. The appetite for outsourcing constantly evolves in every region, defined by various domestic and global trends. In this ever-changing world, being commercially agile is essential to meet clients’ specific needs in every type of vertical market.  

From a Webhelp perspective, if we can work creatively on commercial partnerships and give our clients comfort in the long-term value of outsourcing, we’ve done our job right.  


Conclusion

“Our creative, agile, outcome-focused commercial agreements have helped us establish healthy foundations for building strategic, long-term partnerships based on trust”

The client/outsourcer relationship has to change. True partnerships, underpinned by innovative, flexible, and strategic commercial agreements, allow clients and outsourcers to focus on what matters most: creating game-changing customer experiences.  

By taking an innovative and flexible approach to commercial constructs, we’ve found that senior customer and operational leaders within our clients’ organisations can confidently present outsourcing services as a solution to better manage costs and, ultimately, deliver an enhanced customer experience.  

Our creative, agile, outcome-focused commercial agreements have helped us establish healthy foundations for building strategic, long-term partnerships based on trust, which—in a world of uncertainty—has been paramount to the success of our clients and their experience of the outsourcing industry.


Mark Guest

Managing Director (Customer Solutions) 

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Protect dealers and buyers on secondhand car platforms

Detecting fraud requires a combination of human expertise and technology.

car_dealership

Secondhand cars have seen considerable growth since 2020. With used-car retailers using digitalization to make their offerings more attractive on their platforms: from photos to video demonstrations, states Motor Intelligence.

With car dealers and private sellers uploading content, it’s vital these platforms provide a safe and seamless journey for customers. This requires a balance of technology and human intervention to manage the journey at each step.

This paper looks at some of the pain points on secondhand car platforms, key industry insights, and how Webhelp can offer a comprehensive and game changing solution with experts in digital services.

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Author

Thomas Japy

Digital Content Services Business Analyst

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Africa

Webhelp: Setting the agenda for BPO CX in Africa

Africa: A continent of near-limitless opportunity for a range of customer experience outsourcing services – but without an informed market entry and execution strategy, a place where global brands can severely damage their reputation.  

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As the pandemic disrupts established offshoring locations in Asia Pacific, global brands are assessing and ramping up alternative offshore sourcing locations within AfricaThe C-suite recognize that the continent offers a clear route to maximizing business continuity and minimizing risk, while systematically reducing operational costs, and achieving a more balanced distribution of customer engagements associated with high quality outcomes.  

We have understood the opportunities well – having grown from a single market entry position on the continent in Morocco, to the current team of over 25,000 people working across seven African countries, serving both English and French language needs, providing CX management services in multiple industries, including automotive, e-commerce, FMCG, retail, airlines and oil and gas. We also continue to learn from these extensive engagements – using insights to optimise market entry strategies.

Webhelp is now one of the biggest customer experience management firms within Africa, but it has taken us 20 years, and a deep level of understanding of all the specific and different nuances associated with each and every country in which we operate in Africa today.  

 As the second largest continent in the world, Africa is home to over 1.2 billion people and makes up 20% of the earth’s surface. It’s home to extreme wealth, obscene poverty, and everything in between – with widely varying levels of political stability and infrastructure availability. It’s vital that brands which are now considering adding Africa to their sourcing portfolio’s view the continent as a long-term, integral part of their business strategy. Most multi-nationals recognize that while critical, the actual delivery of customer experience management is not their core business, and they need support with creating and implementing human experiences in a digital world. In our experience, brands must also balance responsible business, leveraged opportunities, and risks, in order to succeed within Africa.

Responsible Business

Within Africa, young people account for 60% of those who are unemployed, according to the World Bank. Areas hit hardest included Botswana, the Democratic Republic of the Congo, Senegal, and South Africa. As a leading global CX services provider in Africa, with an extensive global footprint, we recognize that we’re uniquely placed to offer employment opportunities and to tackle the social divides resulting from  these high levels of unemployment. So, we’ve created a bespoke and scalable Impact Sourcing Model for unemployed youth, to deliver social reform systematically through all our CX outsourcing work in Egypt, the Ivory Coast, Madagascar, Morocco, Senegal, and South Africa.

Young African man

In South Africa for example, we work in partnership with Harambee Youth Employment Accelerator – a world-renowned not-for-profit social enterprise – as well as multiple governments and customers, using a model for inclusive youth hiring at scale. Through all our contracts, we provide  formal work readiness training, including, jobs, and professional call centre qualifications, to young people aged 18-35 who are at risk of long-term unemployment and economic exclusion.  In addition, we provide bespoke programmes designed to maximize understanding of the sectors in which our clients operate, such as retail. This approach accelerates time to competence, and we are seeing young people thrive in their careers with Webhelp. We are also seeing remarkable outcomes being delivered for our clients’ customers.

So far, in partnership with Harambee, we have supported hundreds of excluded and unemployed young people into career opportunities with Webhelp, either through jobs, or work placements, and we have a firm commitment to increase numbers every year.

Having said that, as a business striving to deliver world class customer experience outcomes, we know that we can’t enter new countries with a ‘cookie cutter’ approach. We were one of the first companies to work directly with our customers in customizing and configuring our Impact Sourcing methods to meet the specific needs and objectives of their businesses.

In terms of talent management, Webhelp South Africa has also partnered with the University of Stellenbosch Business School to launch a leadership diversity programme. By combining formal education with career experience, we can create an equitable pipeline of skilled and talented future leaders. Social value aside, I cannot overstate that we won’t work anywhere in the world without first fulfilling our responsibility to carry out extensive due diligence on countries which we, or our clients, are considering as a place for new business or offshore expansion. 

Our expert team rigorously scrutinize each and every country’s standards in terms of political, economic, social, technological, environmental, and legal (PESTLE) criteria. We use this insight, alongside guidance from the UN, World Bank, and World Health Organisation to ‘score’ each country under consideration for new business. We then deploy a team of subject matter experts who spend time in the country surveying the local labour markets, salary levels and recruitment, before getting all our insights validated by teams of people based within the target country.  

Only when evidence shows that a country meets our high standards on ethics, compliance, and operations, will we consider designing the best way for us and our clients to work there.

Opportunities

With 60% of the population aged under 25, Africa is set to have the biggest number of consumers globally – backed by steadily increasing education levels, improving infrastructure, and a dynamic start-up business culture. Soon, brands will have access to an abundance of highly motivated and skilled people, who due to their emerging global status as consumers, have a unique understanding of the importance of CX.

Young African muslim lady

Not only that, but right now, brands considering investment in Africa can benefit from a myriad of funding opportunities. Many governments across the continent award significant grants to firms which can deliver positive social outcomes – which is one of the reasons why South Africa has been voted the most favoured offshore CX delivery location by Ryan Strategic Advisory. There is also significant funding available through organizations like the Rockefeller Foundation, and the World Trade Organization. 

We encourage competition in Africa because it drives performance. We’re not only looking to build our own business here – we’re looking to develop the whole CX industry in the regions in which we operate. As more and more brands commit to the continent as a key part of their go-to market strategy, we’re expecting to see second, third and fourth generation businesses open up opportunities for local suppliers to gain a foothold into the formal economy, driving economic growth. That means even more momentum on investment, and greater social value within African countries. 

Companies which thrive in Africa now will gain a huge competitive advantage in the long-term.  

Risk

But for every opportunity in Africa, there’s also a potential risk.  

While infrastructure is improving, it’s generally still behind more established offshoring locations, and standards vary widely between countries, so it’s smart to pre-empt potential challenges in terms of telephony and communications. Further, in a continent with historic issues relating to debt, brands may also need to be alert to, and navigate away from, potential corruption issues, as well as the potential mismanagement and misappropriation of African aid. 

It all means that Africa is not a go-to destination for any brands seeking a ‘quick win.’ Firms don’t scale here by luck – they succeed by designing and implementing robust operating models, due diligence and governance, appropriate sourcing, investment back into the available capabilities, and nurturing a pipeline of management talent.  

The operating model we use in Africa, and across the world, is Webhelp Anywhere – a system which enables clients to standardise excellence at any location in a way that’s bespoke to the needs of their business, with a focus on six key pillars – talent, engagement, performance, technology, security, and resilience. We also deploy specialist teams, comprising global and local talent, into new countries to support the set-up and establishment of new services, the combined effect brings assurance to this process. 

Finally, I’d urge any firms considering their operating model strategy, entry into new territories, and business operations, to talk to brands like Webhelp, which have already overcome these challenges and established a presence in a number of countries in Africa. Leaders can save a lot of hassle by getting advice on how and where to invest, avoid pitfalls, and fulfil social value in a country with infinite opportunity.  

About the author

Craig Gibson

Craig Gibson, grew up in South Africa, was educated at Durban Technikon in South Africa and helped to develop the first major contact centre BPO offshore model in South Africa – working across the US, Middle East, UK, Europe and Africa.

A business he started in South Africa was later acquired by Webhelp, which accelerated his work to bridge the social divide in communities in which the company makes investments with its clients, alongside delivering world-class outcomes for them.

Today Craig leads the Webhelp Group’s growth efforts, working with clients to address their customer management needs, he lives in London.

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Webhelp Welcomes Chief Growth Officer in APAC

Webhelp Bolsters APAC Leadership with the Appointment of Andrew Quake to Chief Growth Officer

October 12, 2021 — Webhelp announced the appointment of Andrew Quake to Chief Growth Officer for the APAC Region. Serving in a newly created role that solidifies Webhelp’s commitment to invest in APAC, Andrew will support the business from Singapore.

A seasoned business leader who has built and grown new companies and created new products and revenue streams, Andrew brings over 20 years of deep experience across management, business development and client relations. He most recently served as CEO of TapTap, a digital loyalty and e-payments startup in Vietnam, where he helped the business set up and scale rapidly, bringing onTapTap platform merchant clients on board across diverse consumer sectors.

Andrew, who has taken on this new position in Singapore, explained his passion for the role, “I am thrilled to be a part of such an exciting organization driven by a people-first approach. When I learned about Webhelp’s ambition, I knew I wanted to be part of the pivotal hyper-growth taking place in the APAC region. Webhelp is transforming how businesses look at end-to-end customer journeys, and I look forward to building upon this approach in APAC. I am excited to further strengthen our client relationships, especially in Singapore.”

Andrew will work from Singapore, where several of Webhelp APAC’s leading technology, entertainment, and e-commerce clients are located.

“We are thrilled to welcome Andrew to the Webhelp family during this exponential time of growth and look forward to working with him to accelerate this. Andrew’s passion for innovation combined with his previous experience working in the B2B space with some of the top global brands, such as Visa, Mastercard, and Accor, has given him a think-outside-the-box perspective on transformation,” said Markus von Rhein, CEO of Webhelp APAC. “On behalf of the entire leadership team here, we are excited to leverage Andrew’s expertise to amplify and grow Webhelp’s reach in the region.”

Webhelp APAC operates from Malaysia, Australia, Indonesia, New Zealand, Philippines, Singapore, Thailand, and Vietnam, providing multilingual multichannel customer experiences for both local players as well as some of the largest leading technology and consumer brands.

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Fashion and ready-to-wear: 3 tips to help you make the most of the economic recovery

A quick analysis of the fashion and ready-to-wear market, plus 3 tips from Bertrand Mahon, VP Operation Logbox at Webhelp Payment Services, whose credit management network covers 35,000 shops and more than 400 brands; a unique economic vantage point.

What a lovely surprise! Back in autumn 2020, who would have placed any bets on the fashion and ready-to-wear sector being back up and running? So many bankruptcies, outstanding debts, mass unemployment, disaffected consumers… the media was dominated by grim predictions. And yet here we are in autumn 2021, and the indicators are pretty positive… excellent even: at Webhelp Payment Services, we’re even breaking records – our monthly sales figures for September 2021 are the best since our company was founded, in 1984!

Without claiming to replace the pollsters, our “surface area” means that we really understand these markets: we manage more than 400 brands and 35,000 ready-to-wear shops in Europe and the United States, as well as department stores and online retailers. In 2021, we expect to manage more than 600,000 invoices, equivalent to 1.3 billion EUR.

Based on this, we can say today that wholesale distribution networks in Europe & the United States have weathered the storm – no doubt due to the exceptional financial support that has been offered, and thanks to the fact that brands have managed to restructure some of their debts. And we can attest to the fact that the current levels of debts and disputes are neither extraordinary nor worrying.

A general picture that is totally different from the catastrophic situation in 2008-2009, for example. This time, the market has been managed well – that’s our first observation.

Digital players have benefited from the health crisis

Our second observation will be less surprising: digital players have been able to take advantage of a period during which in-store stopping was prohibited or limited. In addition, many department stores – and even retailers – were able to develop their online sales channel quickly. In the end, the sector sped up its digital transformation, and so new buyers were recruited. But the wholesale market has still done well in this complicated, competitive environment.

Admittedly, overall, we are not yet seeing the same levels of activity as “before”, in other words in 2019, but everything is pointing towards the fact that there is some new momentum, and that it would be a good idea to make the most of that.

For 2021, according to a study carried out by Euler Hermes, a partner of Webhelp Payment Services, a rebound of +14% is expected in the turnover of French textiles and clothing, but we won’t be going back to pre-crisis levels before 2023. As for marketplaces, they grew by +27%, so twice as fast as in 2019 (according to Fevad).

Let’s allow ourselves to dream a little: what if 2022 were to surpass the performance we saw in 2019? If you spend some time at trade shows, and according to our clients, that idea isn’t as crazy as it might seem!

Tip #1: don’t be timid

Faced with this new momentum, it’s a good idea not to hold back. During the crisis, brands and the wholesale market protected themselves from risk, including in particular by reducing the number of models or collections.
Now, we need to turn over a new leaf and get away from this “crisis mentality” that holds initiatives back. Although some supply chains have been disrupted, a return to normal is falling into place. And consumers – who have saved a lot of money in Europe – are rediscovering the desire to treat themselves, to step out of the gloom and even to build a better world.
Brands that are more daring will win market share. This is backed up by the spectacular growth seen in ethical, second-hand and eco-friendly fashion.

Tip #2: watch out for signs of impending failure

We know that there are some warning signs before a shop or a retailer defaults. That’s why we advise our clients to watch out for “weak signals” that indicate a potential breakdown. In particular, levels of debt and disputes should be closely monitored!

To that end, we have created indicators, alert thresholds and procedures to detect and mitigate financial risks.

Tip #3: take national and international payment practices into account

Our extensive experience of national and international markets backs up this advice – the crisis hasn’t changed anything in this area: you need to take into account the specific characteristics and payment habits of each country or economic area. The desire to impose “unique conditions”, with exactly the same payment deadline for all European countries, for example, runs the risk of significantly penalising your business.

To sum up, Webhelp Payment Services has unique quantitative and qualitative information: we have local bases and have been pooling millions of pieces of data from brands and stores for more than 30 years. That means that we understand what really happens with payments, depending on the stakeholders and the countries, in real time. This customer knowledge is a key asset when it comes to making the most of the recovery that lies ahead.

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Webhelp Appoints Co-CEO of Digital Content Services

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

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

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

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

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

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

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

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

About Webhelp

Webhelp designs, delivers, and optimizes unforgettable human experiences for today’s digital world – creating game-changing customer journeys. From sales to service, content moderation to credit management, Webhelp is an end-to-end partner across all B2C and B2B customer journeys. Its 90,000 passionate employees across more than 50 countries thrive on making a difference for the world’s most exciting brands. Webhelp is currently owned by its management and Groupe Bruxelles Lambert (Euronext: GBLB), a leading global investment holding, as of November 2019.

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Webhelp joins forces with Blossom to support female empowerment in South Africa

The financial inability to afford sanitary products, coupled with a lack of knowledge about menstruation, is called period poverty. The problem affects millions of young girls and women in South Africa every day – and yet there are ways to combat this social issue, while also assisting with job creation at the same time.

In Sandton, Johannesburg , Webhelp and the Co-op, one of the world’s largest consumer co-operatives, have joined forces with Blossom Care Solutions to fight this national problem in a practical, holistic way.

The partnership will support the set-up of a Blossom factory in Sandton, employing six previously unemployed young women and producing enough pads to eliminate period poverty for thousands of school girls each year. The approach enables the empowerment of girls and women from both an individual as well as an economic perspective.

Shamiela Sarlie, Managing Director at Blossom Care Solutions, a social enterprise that exists to combat the issues brought about by period poverty in South Africa, while also investing in sustainable job creation, explains, “The overall impact of period poverty is to present even more obstacles to the learning and development of those young girls and women who are affected by it, when compared to their male counterparts.

“This, together with the social stigma that is still associated with menstruation in township and rural markets, causes additional social and economic disadvantages to those affected. This is why Blossom Care Solutions was established in 2019 as a mission-centric social enterprise: for women, by women.”

Claire Carroll, Head of Sales and Service at the Co-op, says: “We’re so pleased to offer support to Blossom Care Solutions, who are making strides in eliminating period poverty. At the Co-op, we believe in co-operating for a Fairer World. We’re proud to play a small part in helping to eliminate period poverty for thousands of women, while creating job opportunities at the Blossom factory.”

Cathy Kalamaras, Webhelp’s People Director of South Africa, adds: “Unemployment remains a pivotal issue in South Africa and as we continue to support initiatives which bring about meaningful change and build sustainable futures, it was a natural choice to become involved with Blossom.

“When we see the numbers of young girls and women in our more disadvantaged communities, who do not use sanitary pads or are occasional users, and look at new ways to alleviate the unemployment situation, the work of Blossom Care Solutions becomes even more vital. Acting responsibly and strengthening our communities to make a positive difference is key not just to Webhelp, but the partners we work with, which is why we’re proud to be supporting this initiative alongside the Co-op.

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