One Equity Partners (OEP), is to sell OneLink Holdings (OneLink), a provider of business process outsourcing (BPO) and customer relationship management (CRM) solutions, to Webhelp.
Webhelp is a global provider of customer experience (CX) and business solutions. Financial terms of the private transaction have not been disclosed.
Founded in 2013, OneLink provides digitally enabled customer experience CX, BPO, CRM, automation and other technology services to leading North American and Latin American businesses. The Company has an employee-first culture and operates 17 call centers through a network of over 14,000 agents who are recognised internally as “Incredybles.” These agents deliver high-touch customer service to OneLink’s customer base of leading e-commerce, consumer, payments, technology, and travel and leisure businesses.
OEP acquired OneLink in December 2017 and worked closely with management to drive outsized growth, primarily through organic growth initiatives. Under OEP’s ownership, OneLink has expanded its nearshore delivery footprint in Latin America and has significantly grown its US and Latin American customer base. As a result of these initiatives, OneLink’s EBITDA has more than tripled during OEP’s ownership period.
“We partnered with OneLink management in 2017 because we had a shared vision around the growth and development of the Latin American customer experience and BPO market. We both believed that if we focused on improving the work experience and investing in the professional and personal growth of the OneLink ‘Incredybles,’ we could create a better, more efficient customer experience and BPO platform. OneLink’s industry-leading agent retention, tremendous growth and profitability, and this outcome, which follows significant strategic interest, are testaments to the notion that we can simultaneously deliver exceptional service and products while creating quality jobs and enriched work experiences,” says Greg Belinfanti, Senior Managing Director, OEP. “We are honoured to have partnered with the OneLink management team and believe they will be able to thrive together with Webhelp, thanks to both businesses’ strongly aligned culture and people-first approach.”