- Customer Experience and Contact Centre Services
- Webhelp Payment Services
Webhelp regards the traditional perception of offshoring – a cost-saver that comes at the expense of the customer experience – as outdated. The concept of “quality with economy” has formed the basis of our work to establish Webhelp as an employer and talent developer in areas of the world where costs may be low, but quality is consistently high.
When it comes to location strategy, our client needs come first and our focus is squarely on rightshoring.
Webhelp is a people business, and finding talented people is fundamental to rightshoring. We look for professionals who are fluent in the language of their partner country and eager to develop their skills.
Finding the right location means finding an area where there is a strong and high-volume talent pool, but where there is limited competition for similar roles. By providing a unique offering in the local community, we encourage our people to stay with us for the long term.
Webhelp’s locations are chosen carefully, based on their connection to the customers that will be served. The ability to communicate fluently in the same language, combined with cultural affinity between partner countries, ensures a better and more personalised service for your customers.
Client needs determine our choice of location – considerations include capacity, scope for future investment and Webhelp’s existing footprint in the area. If there is a need to adapt one of our off- or nearshore locations for a client, we will invest in productive change as part of an ongoing strategic partnership.
Our aim is to achieve a “triple win” – the best possible result for our client, our people and your customers.
Small-to-medium and highly diverse customer bases can be challenging to serve – it is difficult to root all of their support in one country, and too expensive to cover every language across multiple locations. The Webhelp solution is multilingual hubs – bases where a large number of bi- or trilingual people can serve one or more clients.
The key to a successful multilingual hub is finding a location where costs are low, but a high proportion of the local talent speak multiple languages.
Lisbon is Webhelp’s primary multilingual hub. It can accommodate over 400 people and currently supports nine languages, including English, French and Spanish. We currently serve six clients within this hub, with the potential to add many more.
The building features top level infrastructure and the latest generation of Webhelp facility design for optimal productivity, communication and collaboration. Offering a stunning view of the Tage River, it is located five minutes from Lisbon’s major transportation centre.
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