Creating Exceptional Brand Loyalty

manager in 2017 and based on the different opportunities and the support of my leaders and mentors I am now part of the leadership in our PMO."- Says Ivette.

Aside from her professional career, Ivette loves serving in several volunteering programs. Initially, she started volunteering in High School as a math teacher. Later she got an opportunity to work for a program in her local community where she could work with specially-abled people. Before that, Ivette hadn't had the necessary opportunity to interact with the community, which opened a new world for her. She discovered several different techniques to teach and learn.

Ivette now teaches them not only how to read and write but also math and other subjects, which can help them get a high-school diploma. Currently, she is also a part of a church program to reduce illiteracy among people with special abilities.

A Team Effort

As a passionate team player, Ivette knows that her greatest accomplishment is a team effort. She says, "I have a team of 8 members that I am beyond proud of; seeing them grow, learn, and lead has been the most rewarding experience in my career so far."

Webhelp recruits talents at an entry-level level, and Ivette knows how they face their fears and build their voices. Her role is to support them and remind them what they can do. She doesn't take it as her accomplishment as when she was provided with the challenge of leading a team at a very young age; she also had doubts, fears, and second thoughts about it, but now she has realized that a bit of encouragement has the most significant impact of all and it also helps put people on charge.

When the Pandemic Bought New opportunities

Ivette believes the pandemic bought a lot of opportunities for the BPO industry. The pandemic halted face-to-face interaction to a large extent, which escalated the need for remote assistance worldwide.

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A lot of companies needed a solution to Customer Service, and others had to learn how to sell remotely, and on fortune, we had that portfolio of solutions."- Ivette states.

During the pandemic, Webhelp changed one of its major clients' path in digital transformation and moved their interaction to 50% digital. This eventually helped the company achieve brilliant results and reduce overall billing by 15%.

Webhelp is well known for its tailor-made services. Irrespective of the industry, product, or location, Webhelp has a solution to improve its customer's journey. Now with years of experience, the organization is ready to accommodate its services to a different reality.

The Primary Differentiator

Ivette believes that Webhelp's primary differentiator is its people. She says, "The culture, mindset, and vision we have as a company impact the services we provide."

Ivette still remembers her first day when she met someone at C-level who said, "we take care of you to be at 200% of your personal life so you can be 100% inside our company." At that point, she understood that the company's culture is entirely focused on its employees as a person, and the contributions they make to the company are secondary.

Eyeing the Future

Webhelp is focusing on transitioning from traditional channels to digital and self-service platforms, including the human touch, as it wants to have a holistic approach. With offices in 8 countries, providing services to different regions, Webhelp will continue to develop other solutions and expand its service portfolios, such as Content Moderation, Data Annotation, and B2B Sales, among others, to provide an end-to-end solution to its clients with a customer-centric focus.