Category Archives: Outsourcing

‘HGS Axle’ Smartbot Solution Improves Customer Experience for Roadside Incidents

Hinduja Global Solutions (HGS), a leading and innovative provider of solutions in consumer engagement, digital CX and business process management (BPM), announced the introduction of HGS Axle, a custom-built human-centric automated dispatch assistant that helps Emergency Roadside Service (ERS) teams by triaging and capturing information while alleviating stress for stranded drivers. Continue reading ‘HGS Axle’ Smartbot Solution Improves Customer Experience for Roadside Incidents

H&M and Webhelp Finalize Acquisition of H&M’s Nuremberg Customer Service Center

The responsible authorities have officially approved the transfer of fashion brand H&M’s Nuremberg customer service centre to Webhelp, a leading global customer experience BPO player. The companies, having already signed an agreement in this regard on 19 October 2022, will see Webhelp operate the service centre from 1 December onwards under its own name.

With this acquisition, Webhelp doubles the number of its employees in Nuremburg and is now one of the largest employers in the industry in northern Bavaria. Today, Webhelp employs more than 110,000 employees in over 60 countries.

Webhelp’s German headquarters in Nuremberg already provides an attractive working environment with state-of-the-art technical equipment for over 500 employees. Furthermore, Webhelp is committed to investing in the development and wellbeing of its customer advisors, known as ‘game-changers,’ around the world. Webhelp will welcome the 500 employees of the H&M Service centre from today, 1 December, to the Webhelp family with terms and conditions that will remain unchanged for a period of at least two years. At the same time, customers of the Swedish fashion brand can look forward to a high-quality service experience from a global leader in this industry.

“For H&M the transfer of the customer service centre to Webhelp is a bridge to the future of service excellence: we are building on a trusted partnership that ensures the security of our colleagues at the Nuremberg site while offering new strengths for exceptional customer service,” affirms Joakim Eskilsson, Global Head of Customer Service at H&M. This intensifies the close collaboration between the two companies, a partnership that has been in place since 2018.”

”With the acquisition of H&M’s Nuremburg customer service centre, we further evidence Webhelp’s commitment to our global partnership with the Swedish multinational retail-clothing company H&M and to being a major employer in northern Bavaria. We’re delighted to welcome our new colleagues to the Webhelp family of game-changers, and with H&M’s vote of confidence in us and our services,” says Christoph Thieme, CEO Webhelp DACH.

“We’re very excited for the future of our partnership with H&M, and how our combined teams will deliver game-changing customer journeys for its customers,” adds Thomas Soria-Galvarro, Webhelp Executive Sponsor.

About Webhelp

Webhelp designs, delivers, and optimizes unforgettable human experiences for today’s digital world – creating game-changing customer journeys. From sales to service, content moderation to credit management, Webhelp is an end-to-end partner across all B2C and B2B customer journeys. Its over 110,000 passionate employees across more than 60 countries thrive on making a difference for the world’s most exciting brands. Webhelp is currently owned by its management and Groupe Bruxelles Lambert (Euronext: GBLB), a leading global investment holding, as of November 2019.

Visit https://webhelp.com/

Independent Age reappoints customer service outsourcer to provide remote support for older people

UK-based charity Independent Age, which provides information, advice, and support for older people facing financial hardship, has renewed its contract with leading customer service outsourcer Kura, to continue delivering remote care and support. Continue reading Independent Age reappoints customer service outsourcer to provide remote support for older people