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Webhelp response to the Covid-19 Coronavirus

News
30th March 2020

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.

 


admin
Article by: admin

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