Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
NordicsEnglish
NorwayEnglish
DenmarkEnglish
FinlandEnglish
SwedenEnglish
LatviaEnglish

Webhelp Group plans €100m acquisition drive

12th September 2013

Webhelp Group, one of Europe’s largest providers of customer experience services, has outlined plans to consolidate the market with a programme of strategic acquisitions. 

The Group, which opened new UK headquarters in London earlier this year, said it planned to invest up to €100m over the next two years to build further scale and specialisms, with a primary focus on the UK market. The group’s strategic goal is to become the number three within its sector in Europe by 2015.

The announcement follows a successful €275m refinancing of the Group’s funding facilities, led by its private equity backers Charterhouse Capital Partners.

Earlier this year, the Group signalled its intent to consolidate the fragmented customer experience market with the acquisition of Webhelp UK, one of the UK’s largest operators, from India’s Hero Group.

Webhelp manages customer relationships across traditional voice and email channels as well as fast-growing areas of social media and webchat. Its customers include some of Europe’s leading brands, such as Virgin Mobile and Boursorama Banque.

It was established in France in 2000 by co-Chairmen Frédéric Jousset and Olivier Duha. In 2011, Charterhouse backed the €340m acquisition from its previous owners, French private equity group Astorg Partners.

Today, the Group generates revenues of approximately €400m and operates a total of 35 centres in seven countries. It employs some 17,000 people.

Its UK division, where it employs 6,000 people across 10 sites and works for brands such as Sky and Vodafone, recently reported revenue growth of 36 per cent in the 12 months to 31 March 2013 to £111m.

Frédéric Jousset, Webhelp Group founder and co-chairman, said: “The way in which consumers want to engage with the brands they buy is changing at an alarming rate, driven by new technology, new lifestyles and new expectations. The battle for brand loyalty is won or lost on the quality of a customer’s experience across every channel, not just a call centre or email.”

He added: “Having developed an integrated customer experience offering for our clients, we see tremendous opportunity to build real international scale to support new and existing clients internationally, with a mixture of onshore and offshore locations.

“The Group’s refinancing gives us the capital structure and funding facilities to accelerate that strategy through a highly targeted acquisition programme.”  


admin
Article by: admin

News & Insights

Recommended for you
Service Provider
Solution Designer
Technology Enabler
News
Webhelp Becomes Key Player in Regtech BPO with Acquisition of GreenPoint

  Leading global customer experience and BPO company, Webhelp, has announced the acquisition of top French firm, GreenPoint. GreenPoint is a pioneer in digital and mobile management of Know Your Customer (KYC), digital processing of customers’ records and customer on-boarding.  The company is experiencing rapid growth as demand for compliant digital and mobile solutions for  customer...

News
Leading business process outsourcer Webhelp officially unveils new site in Riga

RIGA, AUGUST 24, 2017. Leading global business process outsourcing and customer experience expert Webhelp, officially unveils a new site in the capital of Latvia, Riga to create more than 200 jobs by the end of the year. It allows Webhelp to expand and offer Russian language capability from a new...

Whitepaper
The Spring of B2B Marketplaces : Modelling the impact of B2B Marketplaces strategies

Following the presentation of The Spring of B2B Marketplaces at the Marketplace Summit by Mirakl, we are pleased to make this fascinating study available to you! This study covers the state of B2B marketplaces today, and is proudly co-created by Roland Berger, Mirakl and Webhelp Payment...

Blog
Are High Street Stores Now The Weakest Link For Retailers?

As I have often detailed here, omnichannel is here to stay. Customer expectations today demand that the experience they have of a brand is just as good online as offline and however they choose to communicate, the service will be great. That’s what customers expect today, but for many brands...

Case Studies
Success through Service for a Leading Office Supply Company

...