BUSINESS PROFILE

Tell us a bit more about Webhelp as a business and how it started .

Webhelp manages customer service on behalf of more than 1,350 of the world ’ s leading companies . In fact – we work with the top five brands in the world , according to the Interbrand Brand Index .

Customer experience has become increasingly important for organisations around the world and is now being recognised by many as a competitive differentiator . As such , it has become a multi-billion-dollar industry , attracting the attention of industry analysts such as Gartner , Everest and Frost & Sullivan – which rank Webhelp as a leading service provider in this space .

Since our founding in 2000 , we ’ ve grown to have sales of more than EU2.5 billion . Today , we employ more than 120,000 employees across more than 60 countries , which is an incredible testament to the hard , value – creating work that we ’ ve done for clients – and the strength of our strategic approach to business . We are proud to have been recognised with more than 50 industry award wins globally this past year .

Webhelp strives to be the best at one thing and one thing only , creating amazing customer experiences . Our CEO has just had a book published on exactly that . In a world where every customer is potentially a brand ambassador ( or detractor ) on social media , we want to help our clients manage their own reputation and create memorable experiences for their own customers .

How has the business grown since it started and how did you ensure growth ?

We ’ ve grown fast in two clear ways , both organically through client wins and through acquisitions such as our recent expansion into Brazil with Grupo Services . One thing I find special about Webhelp ’ s acquisition strategy is that we only acquire founder-led businesses with strong entrepreneurial spirit that fits the business mentality really well .

Webhelp is a leading services provider in customer experience , and manages customer service on behalf of more than 1,350 of the world ’ s leading companies . It employs more than 120,000 people across more than 60 countries , and in the last year alone it has won more than 50 industry awards . Webhelp strives to be the best at one thing and one thing only , creating amazing customer experiences . Benjamin Faes , CEO of the UK region , Webhelp , tells Intelligent CXO more about the company and its vision for the future .

What ’ s the business ’ approach to management ?

It ’ s the founders ’ entrepreneurial spirit of taking initiative , taking risks , taking ownership of , and being accountable for , the work we do and finding solutions for our clients . It ’ s a relatively simple mantra , but it ’ s proven consistently robust over the years .

What is Webhelp ’ s vision and goal ?

We really strive to be the best global CX business partner , to both large and small brands . It ’ s relatively simple to start a brand but challenging to make a success of one . The best brands know to outsource complex

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