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Sitel Relies on inContact for Home-Based Agent Training

eLearning tool provides on-demand training to Sitel’s home-based agents

By Susan J. Campbell

TMCnet Contributing Editor

Sitel, a global business process outsourcing provider, has announced the implementation and launch of inContact Inc.’s eLearning tool. Sitel will use this tool to provide on-demand training to its home-based customer care agents.

 
The RightTime technology inherent in the eLearning solution from inContact enables Sitel to deliver a customized training and communications solution to its HomeShore agents.

“Leading call center providers like Sitel know that increased agent performance through improved new hire and ongoing call center agent training programs is essential to client satisfaction,” said Jim Tanner, senior vice president, product and strategy at inContact, in a statement.

Sitel can provide customized training to an agent’s desktop during dips in call volume to help further improve the agent’s soft skills and product knowledge, while also improving productivity to eliminate unnecessary downtime.

A HomeShore agent with Sitel is a proprietary home-based agent offering designed to provide Fortune 500 clients with greater flexibility in managing their outsourced customer care needs.

“With eLearning from inContact, Sitel can keep call center training as a priority without sacrificing call center customer service levels,” added Tanner. “We applaud Sitel’s rigorous employee training and communication, as well as its progressive embrace of the on-demand model of call center software delivery.”

With inContact’s RightTime technology, Sitel’s agents gain access to training, testing and updates directly to their computer. With this solution, continuous employee training is possible so agents are up-to-date on client and internal information to properly assist customers more quickly and proficiently. 

“It is our highest priority at Sitel to provide our clients with the most skilled call center agents,” said Bert Quintana, president at Sitel. “With access to a tool that allows for continuous and up-to-the-minute training of our HomeShore customer service agents, we can be confident in the knowledge that we are providing some of the world’s most renowned brands with the highest caliber agents.”

This improved level of home-based agent training is a necessity as Sitel continues to add clients to its portfolio. In December, the company announced it had been selected by a multinational consumer electronics manufacturing company to deliver technical support services.

In January, Starbucks announced plans to close its call center headquarters and outsource its customer service activities to Sitel. While some would be quick to highlight this move as a cost cutting initiative, company officials claim the move is to consolidate the management of customer feedback. 

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