Profile

Webhelp is a global business process outsourcer (“BPO”), specializing in customer experience, sales and marketing services and payment services. Services are delivered across all channels including voice, social media and digital channels. From over 60 countries with a strong team of over 120,000 employees, Webhelp’s focus is on engineering performance improvements and delivering a lasting transformation in its clients’ operating models to further enhance customer experience and drive efficiency gains.

7.7 %
Portfolio value 03/31/2023
Investment case

Webhelp operates in an attractive industry:

  • Long-term growth in customer engagement driven by a combination of:
    • overall volume growth as a result of the digitalization of the economy as well as the ongoing development of e-commerce and digital services
    • increased penetration of outsourcing due to technology and scale requirements as well as the increasing complexity of the service (multichannel, etc.)
  • High degree of fragmentation providing scope for further consolidation for international leaders.

Webhelp is a European leader with a comprehensive product offering and affirmed strategy:

  • Solid track record with a demonstrated success story of profitable growth creating a European champion over the past 20 years
  • Strong market position in Europe and growing presence in the Americas, with potential for further international expansion
  • Leading position supported by a high-quality and well-diversified portfolio of client relationships, a strong and differentiated delivery platform and best-in-class capabilities and expertise (analytics, consulting, etc.)
  • Multiple growth opportunities in a still largely-fragmented market, in terms of development in existing businesses, as well as in new services and geographies
  • Robust management team, led by co-founder Olivier Duha
  • Unique entrepreneurial culture (structured by regions and activities).
  • Board of Directors 3/6*
* Number of GBL's representatives in statutory bodies in relation to the total number of members. Governance information is dated 12/31/2021, except where superseded by more recent public disclosures.
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