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
How Can Sitel Help You?
How Can Sitel Help You? Sitel Sourcing Retention Small Balance Collections FERST Revenue Generation Sitel Interactive
Featured Information

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.

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Other Featured Information:

Global Workforce Management Report: Emerging Markets

Sitel Sourcing

Sitel's unique service model creates industry leading business process outsourcing solutions through an integrated talented global workforce, proprietary and proven processes and world-class infrastructure.

Sitel-Sourcing consists of three key components:

Global Sourcing - Selecting the best option for our clients from more than 140 centers worldwide - whether the site is onshore, offshore, nearshore, homeshore or housed within our client's premises. Sitel Global Sourcing is about our flexibility to source the most appropriate talent and skills from across the globe, to best service our clients' needs. It is about our ability to leverage our vast expertise and knowledge from across the globe for a local or multinational client.

Global Operating Standard - Sitel's proprietary set of processes and methodology ensures the delivery of exceptional customer experiences consistently - from every agent, every site and every country. Sitel's Global Operating Standard is about applying our 32 years of experience supporting 2.5 million customer interactions a day to deliver consistent service every day for every client.

Global Private Network - Our MPLS IP (Multi Protocol Label Switching-Internet Protocol) backbone allows voice and data to be routed seamlessly throughout our global facilities. Sitel's interactive multi-channel contact centers are equipped with the latest technologies to help Sitel agents respond to customer needs efficiently and effectively. This seamless network and integrated service delivery model ensures uninterrupted service to our clients.

Software and Hardware

  • Desktop Operating System: As Sitel supports more than 140 facilities, hundreds of various desktop applications come into play. Sitel understands that desktop application environments will vary by client. Sitel will build customized desktop environments, including client proprietary applications to ensure our client requirements are met.
  • Call Tracking: Sitel Internal CIMS, Sitel Synergy Application, or client integration solution
  • E-Mail Management: Talisma NetAgent
  • Knowledge Management: ATG/Primus Knowledge Solutions
  • Call Recording: Industry leading solution
  • ACD/PBX: Avaya S8700 / S8710
  • IVR: Sitel Interactive
  • Workforce Management: IEX and Blue Pumpkin
Site Quicklinks
White Papers
White Papers:

Service, Por Favor

Solution Profiles
Solution Profiles:
Sitel HomeShoreSM
Solution Profiles
Solution Profiles:
On-Site Management
Solution Profiles
Solution Profiles:
Task Force
Media / Analyst Opinions
Media / Analyst Opinions:

Outsourcing's Global Landscape

Client Success Stories
Client Success Stories:

Case Study: Satellite TV - Earning Customer Satisfaction