Redefining Contact Center Outsourcing…

By focusing on increasing Return on Customer InvestmentBy raising the bar on expectations.By delivering innovative solutionsBy creating seamless customer experiences through multi-channel integration By thinking like a customerBy improving customer lifetime value By increasing revenue per customer with leading-edge sales methodologiesBy leveraging our experts to differentiate YOUR customer experienceBy improving customer retentionBy thinking GLOBAL – global expertise, local deliveryBy implementing Lean Sigma every dayBy creating a Global Operating Standard

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Outsourcing's Global Landscape

Most of the outsourcing deals in the past have gone to familiar locations such as India and the Philippines for software development and customer service, and China and Eastern Europe for manufacturing. Now the rest of the world is jumping in, making it difficult to know where to turn and how to judge what's a good bet and what isn't.

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Back Office Services

Sitel provides a unique blended service model through the overlay of multiple front-office and back-office functions in order to ensure an experience that is seamless for your customer and increasingly efficient and effective for your business. Through the leverage of our vast footprint, Sitel has the ability to deliver a flexible global solution that is scalable to meet any demand. We offer a tiered portfolio of back-office services to address the varying needs of our clients:

Domain Knowledge Back-Office Processing: Sitel uses proprietary intellectual property-which includes the people, process and technology across different "rules-based" transaction processing-in a variety of domains to deliver lifecycle solutions in areas such as:
- Engineering design
- Claims processing
- Catalog support
- Continuity support
- Meter-to-cash services
- On-site inventory management
- Sales field support
- Ticket processing
Account Management Services: Sitel provides end-to-end customer management services that add value to our clients through an integrated customer experience management offering that includes:
- Accounting support
- Order/sales support
- Accounts payable
- Exceptions management
- Compliance oversight
- Case management
- Supply chain management
- Provisioning
- Licensing administration
Transaction Processing Services: Sitel delivers flexible and efficient solutions for our clients who value service excellence by equipping them with document-processing technologies and other sought-after items such as:
- Scanning and imaging
- Data entry
- Payment processing
- Lettershop/laser printing
- Application processing
- E-mail management
- Correspondence management
- Service changes
- Information capture