White Papers

Sitel works closely with clients to achieve high performance on a daily basis. We meet their ROI targets, listen to their customers and exceed our customer satisfaction objectives. We also share our knowledge with our clients so that we are able to continually improve our service and add value to theirs. Our published whitepapers will provide you with insight into how we achieve all of this and highlight the most important business process outsourcing issues that impact companies today.

Sales Chat Solutions: A Delivery Model for Incremental Online Conversion

Not all chat solutions were created equal. Choose the one that lets you take control of your e-commerce site, once and for all. This whitepaper focuses on Sitel's sales chat solutions that enable high-traffic websites to drive more efficient use of agent resources, delivering optimized online sales, cost effective incremental orders and superior customer satisfaction.

Datamonitor: What is the Future for Multishore Outsourced Customer Contact?

During research conducted for this white paper, Datamonitor was able to determine a number of significant issues relating to the deployment of multishore customer contact. View the white paper to review. 

Top Five Reasons Companies Outsource

Research shows that outsourcing works and organizations are seeing greater than expected savings. Every organization has a different reason for outsourcing, and implementing a clear strategy and goal structure is important. There are five top reasons most organizations choose to outsource, and examples of how Sitel has helped them meet or exceed their goals.

The Truth About Global Sourcing

The Myths and Truths about Offshore and Nearshore. How to phase your transition and be sure to consider redundancy as well. The importance of sharing both the risks and rewards with a trusted service provider.

People, Process and Proprietary Information

The Three P's to Preventing Fraud.  Thanks to Sarbanes-Oxley, CEOs and CFOs are now held accountable for the effectiveness of the initiatives their companies have in place to detect and prevent fraud. What are you doing to ensure your service provider is on top of this? Background checks are an effective way to ensure the people you have dealing with your customers are a reliable fit for your business. Having adequate processes in place – including the controle over access to the Intranet and other electronic communications – should be a key part of your fraud prevention strategy. Tracking access and use of proprietary information and creating an electronic audit trail will help ensure a quick and easy investigation when it is needed.

Taking the Offshore Plunge

As our homes, desks and cars become filled with products from around the world, the customer support of these products is becoming equally global. How to minimize the risks involved with offshoring your business. How to maximize the rewards of offshore. Sharing the risk and reward of offshore contact centers is the most reliable approach to serving customers offshore.

Service, Por Favor

Ten Reasons to Better Serve and Woo the Booming Hispanic Market.  By 2020, one out of every five persons in the U.S. will be Hispanic. Companies are long overdue for a serious examination of escalating Hispanic influence in their markets.

Power Your Way To Higher Profits

Regulatory changes, investor pressures, customer gripes and new competitors are serving as a wake-up call to Utilities to revolutionize the way they care for their customers.Now is the time for Utilities to embrace and address the elevated expectations of their consumers.Outsourcing offers an opportunity to deliver superior customer care while reducing costs and increasing revenue channels.What are the baby steps to an outsourced environment, and how your strategy can transform your business.

MVNO Customer Care

Customer acquisition can be expensive so careful consideration must also be given to customer retention. Thinking like a customer will help create emphathy and increase customer retention. How customer service plays a pivotal role in an MVNO organization. How to establish and keep an emotional bond between your customer and your brand.

Making the Right Call

A Guide to Effectively Outsourcing your Customer Care. There are many advantages to be gained through outsourcing. What to consider when determining which functions to outsource. What you should consider before outsourcing, including the risks and rewards. How to set the stage for a mutually beneficial, strong relationship between client and vendor.