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Innovative BPO service and training solutions from Sitel

Article - July 27, 2011
Sitel is a global leader in the business process outsourcing (BPO) industry and provides its clients with fully integrated customer care services by highly trained experts
From more than 135 onshore, nearshore and offshore locations spanning 26 countries worldwide, Sitel’s clients have their customer care and transaction processing needs looked after by its 52,000 highly trained associates in 36 different languages.

The seven call centers Sitel has set up in the Philippines over the past 10 years represent the company’s largest offshore contact center hub and form an essential part of its global enterprise. “President Aquino said the right thing – the Philippines is open for business,” says Steve Barker, general manager of Sitel in the Asia Pacific region. “You do not have to trade any quality outcome as a result of having moved your business transactions or customer interactions to the Philippines. You can certainly impact your profit and loss, get an improved consumer experience, and have the advantage of a location that makes sense for whatever your business requirements may be.”

By reducing service costs, improving customer retention and increasing revenue per customer, Sitel delivers the best possible return on customer investment for its clients. Its range of services includes customer care, customer acquisition, technical support, risk management, back-office processing, and collections and receivables.

“We do not have a newspaper to sell or hotel rooms to rent. Here in Sitel, we recognize that our agents are our business,” says Mr. Barker. “We aspire to be the best BPO business in Asia Pacific. That starts with our agents. To ensure that we get the best agents, we need the best coaches. They have to be managed by the best operations managers that we can find. We go out of our way to find the cream of the crop because our clients and our agents deserve that.”

Privately held and majority-owned by the diversified Canada-based Onex Corporation, Sitel places great importance on the quality of the education and training of its employees. Its Sitel Academy has three facets to it: in-classroom academies, mobile academies that take learning out into communities, and partnerships with universities and government departments. It also has its own management training schedule called Track Training. “You have to develop the right people and send them out with the right expertise,” says Mr. Barker.

Sitel has been lauded the number one global call center outsourcing provider by The Black Book of Outsourcing – the world’s largest independent investigation into customer satisfaction in the industry. Sitel received the top score in 11 critical performance categories, including vertical expertise, reliability, innovation, trust, flexibility and customization.

In addition, for the sixth year in a row Sitel has been selected as one of the best customer care outsourcing providers in the world and features in The 2011 Global Outsourcing 100 list. The annual ranking is compiled by the International
Association of Outsourcing Professionals (IAOP) – the global, standard-setting organization and advocate for the profession. IAOP judge providers on four critical characteristics: size and growth, customer references, organizational competencies and management capabilities.

Mr. Barker adds, “We want to be in a position where our customers are more successful by having Sitel by their side. We want to make sure that we have that structure and talent in place and that our clients are seeing the value of being associated with a global footprint master.”