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About Webhelp

At the turn of the millennium, two young French entrepreneurs, Frederic Jousset and Olivier Duha, set out with the specific purpose of enabling and coaching consumers and brands to engage digitally. Webhelp was established.

Through evolution and acquisition, today Webhelp is a 50,000 people-strong global leader in business process outsourcing (BPO). We continue to specialise in customer experience but our capabilities extend across voice, social and digital channels. Our outsourced services have also expanded to include payment management, sales and marketing services.

We engineer customer experiences on behalf of some of the world’s most progressive brands and through our transformational outsourcing proposition we can drive performance improvement, deliver a real and lasting transformation in clients’ operating models and deliver material financial advantage. Our ability to deliver is powered by data and applied analytics, which play a vital role in our work as a digital company.

Today the business is still led by its two founders, and their entrepreneurial spirit is woven deeply into the fabric of our culture. With a mission to “push the limits of customer experience and business process optimisation,” people are empowered and encouraged to push the boundaries.

Since its inception, Webhelp has grown significantly with more than 500 partners being served by our global teams which cross more than 35 countries and more than 140 customer experience hubs. In the last four years alone, our revenues have grown by more than 250%. We achieved this by investing in our people and the environment they work in, and developing the analytical and operating capability to deliver truly transformational outsourcing with solutions which meet the challenges of a now omni-channel world.


BUSINESS PROCESS AND CUSTOMER EXPERIENCE OUTSOURCING

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The importance of the human touch in customer experience

Author: David Turner, CEO, Webhelp As new technology drives a sea change across the customer experience sector, it is important to evaluate how the public honestly values personal interaction as a service need. Webhelp conducted research with the polling experts YouGov asking 2,000 British adults for their thoughts on Artificial Intelligence (AI) and how it might change the way that brands...

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Ten Heart-Warming Calls Show Why Consumers Prefer Human Customer Service

Leading customer experience provider Webhelp asked 8,000 contact centre employees to share their most distinctive customer interactions   4 April 2019 The woman whose cats eat better than she does. The holiday shopper who provided life advice and inspiration. And the mum-to-be who was...

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British consumers say impact of artificial intelligence will not be positive

44% do not think Artificial Intelligence will impact them positively in any way and 52% say it will make dealing with brands more impersonal  4 April 2019 Large majorities of British consumers prefer dealing with humans over automated services for everything from querying a bill (85%) and...

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AI AND AUTOMATION: IMPROVING THE CUSTOMER EXPERIENCE

How do we really want to interact with brands? What do we really think about AI and Automation? How important is it to strike the right balance between human talent and AI and Automation for CX? Read our new paper to find out more.   The Webhelp Disruptor Series. Be part of...

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