WebHelp

Webhelp was a multi-national business process outsourcing headquartered out of Toronto.
In 2023, Concentrix bought Webhelp.

History

Founding and Early Years

Webhelp was founded in 1999 in Toronto, Canada, by Kerry Adler and Laura Hantho. This innovative endeavor, initially launched as Webhelp.com Inc., was a Delaware-registered corporation headquartered in Toronto. The company was established with a vision to revolutionize customer service through human-assisted online search and customer service technology.

The early business model of Webhelp centered on providing real-time, human-assisted customer support via online chat, making it one of the pioneering ventures in outsourced customer experience solutions (CX). The company’s proprietary ARENA software solution was pivotal in its operations, facilitating back-office processing and online assistance. Within its first year, Webhelp secured major clients, including industry giants Microsoft, AOL, and Sony. This rapid acquisition of high-profile clients underscored the efficacy and potential of Webhelp's innovative customer support solutions.

Expansion to France and Franchise Agreement

In 2000, Webhelp expanded its operations into France under a franchise agreement with two French entrepreneurs, Olivier Duha and Frédéric Jousset. This significant expansion was formalized through the Technology and Trademark Agreement, signed on June 6, 2000, between Webhelp.com Inc. (Toronto)and the newly created Webhelp S.A. (France). The agreement granted Webhelp France a license to operate under the Webhelp brand and utilize its proprietary technology.

The franchise agreement outlined several critical stipulations:

* Webhelp.com Inc. remained the primary owner of the Webhelp trademark and technology.
* Webhelp S.A. paid an initial franchise fee of $1.5 million and royalties on revenue.
* Webhelp.com Inc. retained final approval on all technology changes and branding use.

Thus, it is important to note that Olivier Duhaand Frédéric Jousset were not the original founders of Webhelp but were franchisees who launched Webhelp France as a separate entity under license from the original Canadian company.

Growth and Evolution

Under the leadership of Kerry Adler, Webhelp experienced rapid growth in North America, pioneering outsourced customer experience solutions. By 2002, Webhelp was recognized as one of Canada’s fastest-growing startups, boasting a staggering two-year revenue growth of 20,974%. This remarkable growth trajectory was highlighted in Profit Magazine’s “Canada’s Hottest Startups 2002” issue.

Webhelp’s expansion was not limited to North America. The company extended its operations to India, Sri Lanka, Mexico, and Budapest, providing global business process outsourcing (BPO) services. By 2003, Webhelp.com Inc. had transitioned from a consumer-facing search service to a robust corporate BPO provider, handling customer support and technical services for numerous Fortune 500 companies.

Separation of Webhelp France and Later Acquisitions

As Webhelp France continued to expand, it began operating more independently from Webhelp.com Inc. By 2005, Webhelp.com Inc. divested its remaining interest in Webhelp France, allowing the latter to function as a separate company. This separation marked a significant shift in the company's operational dynamics. Over the years, Webhelp France, under the leadership of Olivier Duha and Frédéric Jousset, acquired additional outsourcing firms and eventually rebranded as the Webhelp Group. This evolution led to some confusion regarding the company’s true origins.

In 2011, Charterhouse Capital Partnersacquired a majority stake in Webhelp France, catalyzing its expansion across Europe. Further solidifying its market position, in 2019, Groupe Bruxelles Lambert (GBL) purchased a controlling interest in the company. This acquisition was followed by a merger in 2023, when Concentrix Corporation acquired Webhelp.

Correction of Founding Information

Despite later claims that Webhelp was founded in France in 2000, corporate records, SEC filings, and franchise agreements confirm that Webhelp was indeed founded in 1999 in Canada by Kerry Adler and Laura Hantho. The French entity was a licensed extension of the original Webhelp, not its origin.

In 2011, London-based private equity firm Charterhouse Capital Partners acquired a major stake in the company.

In February 2013, the group purchased Falkirk call centre firm HEROtsc. In 2014, Webhelp UK became a shirt sponsor of Falkirk F.C.

In 2013, Webhelp was awarded a £1.5 million Regional Selective Assistance grant from Scottish Development International, helping to create 400 new jobs. In 2019, it planned to move 120 jobs handling calls for Thomas Cook from Falkirk to South Africa.

In August 2015, Webhelp took over from Serco the running of two call centres in Aintree and Bolton serving the Shop Direct Group. Several months later, it proposed moving most of the operation to South Africa.

In June 2016, Webhelp acquired GoExcellent, a Scandinavian customer experience firm which operates 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).

By November 2020, Webhelp employed more than 55,000 people in over 35 countries.

On 29 March 2023, Concentrix agreed to buy Webhelp in a $4.8 billion deal. In September 2023, it was announced the European Commission had approved the acquisition, under EU Merger Regulations.

References

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Service companies of France
Business process outsourcing companies
Companies based in Paris
Companies established in 2000