Raluca Leonte, Webhelp Romania: 2020 seems to be a turning point in terms of clients’ need of innovation in order to meet the new expectations of their customers

Last year was tremendous in terms of business evolution and transformation, according to Raluca Leonte, CEO Webhelp Romania.

“We did see an increasing need for customer care support through all communication channels, and industry leaders began to experience a big change,” she told Outsourcing Today. “That meant for us a 10% increase in our company turnover, compared to 2018. Regarding the outsourcing volumes, one can acknowledge that the trends are not being set any longer by the mature industries, but by the new fintech and digital businesses. Therefore, 2020 seems to be a turning point in terms of clients’ need of innovation in order to meet the new expectations of their customers.”

The digital revolution that Webhelp Romania has been engineering for the past 3 years aims to empower clients to achieve positive transformation, performance improvement and considerable financial gain as a result of exceptional customer service.

“When doing business with our partners, we are always looking for efficiency, and our objective is to transform the customer care outsourcing from a cost-centric approach to a value creation centre,” says Leonte. “Therefore, not only do we focus on our objectives to reduce costs for our clients, but to integrate them in a global journey of operational excellence. We achieve this by maximizing their Return on Investment, contributing to their entire value chain and becoming an integral part of their company.”

Webhelp Romania’s main differentiator is the ability to provide 360° outsourcing solutions: “We go the extra mile in helping our clients to build smarter and more human-centric customer experiences. Through a wide range of services, from contact centres to software solutions, data analysis and back office operations across multiple channels, digital included, in 13 languages, we position ourselves as an industry leader in BPO. We see great potential in the local market players as they start to consider outsourcing solutions as the most efficient and lucrative option for managing the relation with their customers.”

Read the full interview in the printed edition of Outsourcing Today to be issued on the market in May this year!