Webhelp

Webhelp
Industry CRM, Call Center and BPO
Founded France
Founder Frédéric Jousset, Olivier Duha
Headquarters 161, rue de Courcelles, 75017 Paris
Revenue 725 M € (November 2016)[1]
Number of employees
 35,000+ (2016)[2]
Website www.webhelp.com

Webhelp is a customer experience and business process outsourcer headquartered in Paris.

History

Webhelp is a global BPO provider, specialising in business process management and customer experience across a range of digital, social and traditional voice channels.[3]

From 29 countries, the over 35,000-strong Webhelp team provides business process management and outsourced services to some of the world’s most progressive brands and businesses including Sky, Vodafone, Shop Direct, Bouygues, Direct Energie, KPN and AXA.[4]

Webhelp, which has its global headquarters in Paris, France, grew its revenues by 265% between 2011 and 2015 by focusing on transformational outsourcing, omnichannel engagement and analytics to create optimal customer experiences.[5]

Frédéric Jousset and Olivier Duha founded Webhelp in June 2000, offering real-time online assistance for Internet neophytes. They then launched contact centre operations, providing hotline, telemarketing, letter processing and email solutions.[3]

Since then, Webhelp has grown through acquisitions and business growth and is now present in 29 countries, with more than 90 customer experience and payment service centres and over 35,000 people serving over 500 clients.

Present

In 2011, London-based private equity firm Charterhouse Capital Partners acquired a major stake in the company.[6] In February 2013, the Group announced the agreed purchase of HEROtsc,[7] the Falkirk, Scotland-based contact centre operations of Indian based Hero Group. The company employs over 2,000 people at six Scottish sites, over 900 at its site in Cardiff, and over 3,800 at four sites in England. In February 2014, Webhelp announced its acquisition of SNT Nederland B.V., Amersfoort: the Netherlands-based contact centre operations of Amsterdam-based private equity firm NEON. The company employs 3,500 staff at seven Dutch sites and one site in Paramaribo in Suriname.[8]

In 2015, Webhelp acquired parts of Germany-based Walter Services, Italy and Czech Republic based OnLine, and CSM in Switzerland.[9][10] The company also went on to acquire Callpex, a Turkey-based customer management firm, as part of their growth strategy outside of Europe.[11] In the same year, Webhelp announced that it had entered into an agreement with KKR, a leading global investment firm, as a new investor and financial partner. The Webhelp management team became controlling shareholders, alongside KKR, while Charterhouse Capital Partners stepped back after over four years of successful collaboration with the company. The transaction closed in 2016.[12]

In 2016, Webhelp has continued to grow through acquisition. In June 2016, Webhelp acquired GoExcellent, a leading Scandinavian customer experience firm. GoExcellent has nine centres across Sweden, Finland, Norway and Denmark, and employs 1,700 people. This acquisition allowed for the launch of Webhelp Nordic, and increased Webhelp's projected 2016 turnover to an estimated $1 billion (725 million Euros).[13] In July, Webhelp Xtrasource in the Netherlands announced plans to acquire top Dutch customer experience firm Contact2Value, a specialist operator in inbound retention and outbound services employing 50 people.[14] This allowed Webhelp to considerably strengthen its position in the Dutch marketplace. In October 2016, Webhelp announced it was acquiring Netino, a social content moderation company headquartered in Paris that extends across ten countries and has an international team of 400 people.[15][16] The acquisition is set to be complete by the end of 2016.

References

  1. ↑ "media.kkr.com". kkr.com. Retrieved 7 November 2016.
  2. ↑ "Webhelp.com". Webhelp.com. Retrieved 7 November 2016.
  3. 1 2 "Webhelp - Customer Experience Innovators". www.webhelp.com. Retrieved 2016-01-14.
  4. ↑ "Our Clients - Webhelp UK". www.webhelp.com. Retrieved 2016-01-14.
  5. ↑ "The Management Team of Webhelp Partners with KKR | Business Wire". www.businesswire.com. Retrieved 2016-01-14.
  6. ↑ "Webhelp | Charterhouse". www.charterhouse.co.uk. Retrieved 2016-01-14.
  7. ↑ "Falkirk call centre firm HEROtsc sold to Webhelp Group". Retrieved 16th November 2016. Check date values in: |access-date= (help)
  8. ↑ "Webhelp betreedt de Nederlandse markt na overname van SNT". Emerce. 7 February 2014. Retrieved 7 February 2014.
  9. ↑ "Webhelp continues its ambitious growth strategy and unveils two major acquisitions in Europe covering six new geographical regions | Webhelp UK". www.webhelp.com. Retrieved 2016-01-14.
  10. ↑ "Webhelp has acquired Callpex in Turkey and CSM in Switzerland | Webhelp UK". www.webhelp.com. Retrieved 2016-01-14.
  11. ↑ "The Webhelp Group acquires Callpex in Turkey and CSM in Switzerland - Contact Centre NEWS™". Retrieved 2016-01-14.
  12. ↑ "THE MANAGEMENT TEAM OF WEBHELP PARTNERS WITH KKR | Webhelp UK". www.webhelp.com. Retrieved 2016-01-14.
  13. ↑ lefigaro.fr. "Webhelp rachète le groupe GoExcellent". Le Figaro. Retrieved 2016-11-07.
  14. ↑ "Xtrasource kondigt overname van Contact2Value aan - BarentsKrans". BarentsKrans (in Dutch). Retrieved 2016-11-07.
  15. ↑ Limited, Torpedo Group. "Webhelp Expands Social Expertise with Acquisition of Leading Social Content Moderation Firm Netino - Webhelp". Webhelp. Retrieved 2016-11-07.
  16. ↑ "Bryan, Garnier & Co advises Netino, leading social content moderation firm, on its sale to Webhelp, one of Europe's largest customer experience providers". www.bryangarnier.com. Retrieved 2016-11-07.

External links

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