Location: Philippines

Seven Philippines' call centers make up Sitel's largest offshore contact center hub. The Philippines business process outsourcing operation is an essential part of Sitel's global enterprise. Our Philippines' contact centers offer world-class customer management services and flexible, high-quality customer support outsourcing solutions.

We manage a diverse range of support processes, including:

• Inbound and outbound voice support (sales support, lead generation, customer service, B2B consumer support and level 1 & 2 technical helpdesk)
• Non-voice customer support (e-mail, chat, fax)
• Automated customer support

Sitel's business strategy includes building long-term client relationships, capitalizing on our expert response team in the Philippines and leveraging our depth of relevant experience from Filipino talents. Our proven success is largely dependent upon the years of contact center experience, direction and guidance of the local management team assembled from around the world. Our current client roster is composed of a marquee list of industry leaders, primarily Fortune 500 and FTSE 500 companies representing diverse verticals such as Technology, Financial Services, Communication, Healthcare, Media and Entertainment, Travel and others.

Sitel continues to develop our highly demanded offshore delivery model, expanding with new locations in the established Philippines market. Other locations in the Philippines, also known as new wave cities, are earmarked for future expansion.

Services Provided:

• Acquisition and Sales
• Back Office Services
• Collections
• Customer Care
• Technical Support

Quick Facts:

• Locations: Within Metro Manila, capital of the Philippines (Southern Luzon): Pasig City, Quezon City, Mandaluyong City, Baguio City (Northern Luzon)
• Sitel Sites: 11
• Languages Supported: English, Mandarin, Cantonese, Spanish
• Year Established: 2000 in Metro Manila, 2004 in Baguio City
• Countries/Markets Served: North America (including Hawaii), United Kingdom, Australia, New Zealand
• Hours of Operations : 24 X 7 X 365
• Awards:
  • Outstanding Employer for Large Enterprise Category (awarded during the 14th Philippine Economic Zone Authority (PEZA) Recognition Day last April 2009)
  • BPO Company of the Year (awarded by the International ICT Awards - Philippines last March 2008)
  • 1st CSR Excellence Award (awarded by the American Chamber of Commerce Philippines and American Chamber Foundation Philippines last November 2007)
  • Family Health Excellence Award (awarded by the Baguio Center for Young Adults, Inc. (BCYA), Private Sector for Mobilization for Family Health (PRISM) and the United States Agency for International Development (USAID) last March 2008)