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Webhelp response to the Covid-19 Coronavirus

News
30th March 2020

Webhelp Business Continuity in a responsible manner

How we respond to the Covid-19 crisis to ensure the continuity of our business for the benefit of our people, our clients and their customers.

We face an unprecedented time of stress 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 of 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 as Webhelp to ensure that we respond quickly, correctly and in an agile way as one of the best Business Process Outsourcing (BPO) companies in the world.

With over 55 000 people and operating in over 35 countries, we shoulder a huge responsibility in ensuring business continuity while prioritizing the health and safety of our people. Mitigating the risks to our people and company is a top priority and we have adapted the way we work through the many initiatives that we have put in place, making our company more relevant in 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, our people make us who we are and allow us to offer our customers great service.

“ 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.

Protocols are put in place providing guidance to our people, our management and our clients across our regions. This is updated as and when the situation changes with a strong effort being placed on communications channels, using every channel available to us to engage with our people and our clients.

Partnering with our client.

We put our clients at the heart and this means working hand-in-hand with them to ensure that we create and quickly implement solutions that fit each client in the specific challenges they are encountering – disruptions, cease of activities, surge of contacts – 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 constraints whether in work-from-home or on-site set-up 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 mobilizing the strength of all our people.

Changing our game. 

Times of crisis require swift decisions and action. That’s exactly what we do, we take bold moves to make things happen and happen fast. We are solely focused on managing this disruption and have established a Command Team who has the mandate to coordinate all actions and decisions in the Group.

Through our agile teams, we are responsive in mobilizing all options available to us by adopting a global unified approach to the challenges we face.

“We should remain attentive, creative, opportunistic and game-changing in all circumstances.” 

Our ability to identify, solve and view challenges as opportunities sees us reform our way of working. The quick acting response of all our teams including IT and Facility Management enabled 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.

Thousands of our people have agreed, within a few hours, to move their activities to a work-from-home or remote working situation with our IT team providing tools and support to make this function swiftly. These numbers increase daily as we work continuously with our clients to bring about alternative or remote working solutions.

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 solidified on a regular basis through strong-targeted communication, uniting teams and reinforcing 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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