Webhelp is a European leader in CRM-BPO
Share capital (09/30/2020) 63.3 %
Voting rights (09/30/2020) 63.3 %
Stake value (09/30/2020) € 863 M
Investment year
Business area
Customer Relationship Management – Business Process Outsourcing
€ 1,456 M
Registered office
Paris, France

Webhelp is a global business process outsourcer (BPO), specializing in customer experience and payment services in addition to sales and marketing services across voice, social and digital channels. From more than 150 sites in 36 countries with an approximately 50,000-strong team, Webhelp focus is on engineering performance improvements and delivering a real and lasting transformation in its clients’ operating models to generate financial advantage.

Portfolio value 09/30/2020
4.6 %
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 development of new services and verticals), and increased penetration of outsourcing (due to technology and scale requirements)
  • High degree of fragmentation providing scope for further consolidation for scaled and international leaders

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

  • Strong market position in Europe, with potential for further international expansion
  • Leadership 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)
  • Robust management team, led by talented co-founders Olivier Duha and Frédéric Jousset
  • Solid track record with a demonstrated success story of profitable growth creating a European champion over the past 20 years
  • Unique entrepreneurial culture with a highly coordinated decentralized organization (structured by regions and activities)
  • Multiple opportunities for further growth in a still largely fragmented market and development in existing business, as well as in new services and geographies
  • Shared strategic vision and ambition with the management and the co-founders
  • Board of Directors 3/5*