Webhelp
| File:190509 WEBHELP Logotype CMYK.jpg | |
| Industry | Technical consultancy, Customer relationship and Business process outsourcing |
|---|---|
| Founded | 2000 in Bucarest (Romania) |
| Founder | Frédéric Jousset, Olivier Duha |
| Headquarters | 161, rue de Courcelles, 75017 Paris |
| Revenue | 1.3 Billion € (November 2018)[1] |
Number of employees | 50,000+ (2019)[2] |
| Website | www.webhelp.com |
Webhelp is a technical consultancy, customer experience and business process outsourcing headquartered in Paris.
History
Webhelp is a global BPO provider that specializes in technical consultancy, business process management and customer experience across a range of digital, social and traditional voice channels.
Founded in June 2000 by Frédéric Jousset and Olivier Duha, Webhelp originally offered a real-time online assistance service for newbies. They then launched call center operations, providing hotline (help desk) services, information technology support, email and letter processing solutions.
With a global footprint in more than 36 countries, 140 locations and 50,000 employees, Webhelp provides business process management and outsourced services to more than 500 clients such as Sky, Vodafone, Shop Direct, Bouygues, Direct Énergie, KPN and AXA.
Headquartered in Paris, Webhelp increased it’s revenue by 265% between 2011 and 2015 by focusing on transformational outsourcing, omnichannel engagement and data analysis to create optimal customer experiences. [3] Since then, Webhelp has grown immensely through strong revenue growth and several acquisitions.
Evolution
In 2011, London-based private equity firm Charterhouse Capital Partners acquired a major stake in the company although to 2016.[4]
In February 2013, the Group announced the agreed purchase of HEROtsc [5] , in Falkirk, Scotland, a Hindu contact centre based of the Hero Group. In Scotland, the company employs more than 2,000 people at six sites, more than 900 at it’s Cardiff site and more than 3,800 at four sites in England.
SNT Nederland B.V., Amersfoort the Netherlands-based contact center in Amsterdam, a private equity firm NEON, was acquired by Webhelp in February 2014. The company employs 3,500 people at seven Dutch sites and one site in Paramaribo, Suriname.[6]
And in 2015, Webhelp acquired parts of Walter Services which is based in Germany, Italy and the Czech Republic and is based on OnLine, and CSM in Switzerland. [7][8] The company also continued to acquire Callpex, a customer management company based in Turkey, as part of their growth strategy outside Europe. [9]
In the same year, Webhelp announced that it had entered into an agreement with KKR, a leading global investment firm, as a new investor and financial partner. The Webhelp management team became controlling shareholders alongside KKR, while Charterhouse Capital Partners stepped back after over four years of successful collaboration with the company. The transaction was closed in 2016.[10]
In 2016, Webhelp has continued to grow through acquisition. In June 2016, Webhelp acquired GoExcellent, a leading Scandinavian customer experience firm. GoExcellent has nine centers across Sweden, Finland, Norway and Denmark, and employs 1,700 people. This acquisition allowed for the launch of Webhelp Nordic, and increased Webhelp's projected 2016 turnover to an estimated $1 billion (725 million Euros).[11] In July, Webhelp Xtrasource in the Netherlands announced plans to acquire top Dutch customer experience firm Contact2Value, a specialist operator in inbound retention and outbound services employing 50 people.[12] This allowed Webhelp to considerably strengthen its position in the Dutch marketplace.
In October 2016, Webhelp announced the acquisition of Netino, a Paris-based social content moderation company present in ten countries and an international team of 400 people. The acquisition was completed by the end of 2016.[13][14]
Present
In 2018, Webhelp opened a call centre in Tourcoing that employed more 300 employees and on June 19th, 2018, Webhelp announced the acquisition of a German-based BPO giant SELLBYTEL from Omnicom, for an undisclosed amount. SELLBYTEL added €300 million in revenue, consolidating the leadership in Europe.
As of 2019, the Groupe Bruxelles Lambert bought a part of Webhelp from it's former Investor Kohlberg Kravis Roberts [15]
References
- ^ "media.kkr.com". kkr.com. Retrieved 7 November 2016.
- ^ "Webhelp.com". Webhelp.com. Retrieved 7 November 2016.
- ^ "The Management Team of Webhelp Partners with KKR | Business Wire". www.businesswire.com. Retrieved 2016-01-14.
- ^ overwiew on Website of Charterhouse Capital Partners, access-date =2019-11-06
- ^ "Falkirk call centre firm HEROtsc sold to Webhelp Group". Retrieved 16 November 2016.
- ^ "Webhelp betreedt de Nederlandse markt na overname van SNT". Emerce. 7 February 2014. Retrieved 7 February 2014.
- ^ "Webhelp continues its ambitious growth strategy and unveils two major acquisitions in Europe covering six new geographical regions | Webhelp UK". www.webhelp.com. Retrieved 2016-01-14.
- ^ "Webhelp has acquired Callpex in Turkey and CSM in Switzerland | Webhelp UK". www.webhelp.com. Retrieved 2016-01-14.
- ^ "The Webhelp Group acquires Callpex in Turkey and CSM in Switzerland - Contact Centre NEWS™". Retrieved 2016-01-14.
- ^ "THE MANAGEMENT TEAM OF WEBHELP PARTNERS WITH KKR | Webhelp UK". www.webhelp.com. Retrieved 2016-01-14.
- ^ lefigaro.fr. "Webhelp rachète le groupe GoExcellent". Le Figaro. Retrieved 2016-11-07.
- ^ "Xtrasource kondigt overname van Contact2Value aan - BarentsKrans". BarentsKrans (in Dutch). Retrieved 2016-11-07.
- ^ Limited, Torpedo Group. "Webhelp Expands Social Expertise with Acquisition of Leading Social Content Moderation Firm Netino - Webhelp". Webhelp. Retrieved 2016-11-07.
{{cite news}}:|last=has generic name (help) - ^ "Bryan, Garnier & Co advises Netino, leading social content moderation firm, on its sale to Webhelp, one of Europe's largest customer experience providers". www.bryangarnier.com. Retrieved 2016-11-07.
- ^ On the website of Webhelp