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Social Responsibility

Webhelp operates with a high level of social responsibility, and our determination to conduct business in an ethical, fair and enlightened way challenges us to be better for our people and for our communities.

Rights and Diversity

Webhelp is passionate about upholding human rights and promoting diversity. We partner with local authorities on issues affecting vulnerable groups, and consistently offer employment and training opportunities.

We are involved with a number of charities and have held fundraisers for organisations like the Dutch Cancer Society, the Dutch Brain Foundation, the Children Cancer Free Foundation, and the Dutch Heart Foundation. We also support animal welfare organisations and the work of food banks. In 2016 we will be working to adopt new policies in line with recent legislation on the hiring of people with disabilities.

Respecting Our Team

We offer positive working conditions, and provide a pleasant and modern working environment. Our commitment to health and safety has been consistently strong since the company launched, and we continually strive to improve conditions in line with evolving standards. Webhelp also places considerable emphasis on offering social benefits and respecting the culture of our unique communities.

Webhelp Nederland is a member of the Werkgeversvereniging Facilitaire Contactcenters (WFC). This employers’ association negotiates with unions on their agreements with contact centres, ensuring that employers and workers’ organisations are communicating well for the benefit of everybody involved.

Our Environment

Webhelp’s drive to promote increased environmental responsibility and mitigate the impact of climate change has led to a range of successful initiatives. The environment will continue to be a high priority for Webhelp, and as time goes on we will continue to update processes and policies as needed to ensure our operations have minimal environmental impact.

Anti-Corruption

Our people are educated to recognise the signs of extortion, bribery and other unlawful or unethical practices. Ethical company policies, careful suppler evaluation and advanced software tools for checking and processing requisitions have all contributed to Webhelp’s anti-corruption initiative.

Our Certifications

Webhelp has a number of certifications that attest to our professionalism, regard for compliance, and focus on high quality. Webhelp won the prestigious Customer Operations Performance Centre (COPC) certification for the eighth consecutive time in 2015. It is the first contact centre to have the Benelux-certified COPC. Our certification demonstrates our commitment to high quality standards across the entire organisation, and we have our own COPC department as part of our Business Intelligence team.

Webhelp is also a member of the Klantenservice Federatie (KSF), a trade organisation for contact centres, and the Customer Contact Management Association (CCMA), both of which affirm our commitment to best practice and quality.

Under the Financial Supervision Act (Wft), supervised by the Autoriteit Financiële Markten (AFM), Webhelp is authorised to advise and mediate on behalf of banks, insurers, intermediaries and credit card companies. Pursuant to article 2:83 of the

Wft, Webhelp holds a license for the provision of financial advice and mediation in the Netherlands for these financial products:

* Insurance
* Life insurance
* Mortgages
* Consumer credit and credit cards
* Bill payment
* Online financial transactions
* Savings accounts

Additionally Webhelp has an exemption for investment services, as referred to in Section 2:96 FMSA: advise on and/or receive and transmit orders concerning units in investment.

The AFM performs the Financial Supervision Act and supervises the competence and integrity of the services provided by financial advisors. Webhelp is registered with the AFM under number 12040155.

Webhelp Netherlands is affiliated with KiFiD, the Financial Services Complaints Institute, under registration number 300.014600, and we have a complaints service.

Addressing Complaints and Concerns

Our commitment to treating customers well is part of our ethics and value framework as a company. Webhelp is authorised and regulated by leading governing bodies in all of its locations.

Complaints Procedure

If you have a complaint about any aspect of Webhelp’s service, please contact us using the form below.

BUSINESS PROCESS AND CUSTOMER EXPERIENCE OUTSOURCING

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