Sitel’s U.S. Contact Centers Continue to Experience Growth

NASHVILLE, Tenn.--(BUSINESS WIRE)--Sitel, a leading global business process outsourcing (BPO) provider, today announced the expansion of its partnership with a broadband satellite services company to provide customer service support. Sitel currently services the client from one of its southeastern U.S. locations. The expansion will call for an 80-90% increase in associates in a second domestic facility in the southwestern region of the U.S. This expansion will replace a previous vendor and enable Sitel to improve service by load balancing call volume across the two Sitel locations. Additionally the Sitel solution provides a secondary location in an alternate time zone and weather region to act as a built in business continuity backup.

“For companies in the competitive broadband industry, nothing is more important than creating brand loyalty through quality products and exceptional customer service”

“For companies in the competitive broadband industry, nothing is more important than creating brand loyalty through quality products and exceptional customer service,” said Chad Carlson, executive vice president, Global Operations of Sitel. “Over the course of our partnership with this client we have collaborated to implement a customer care strategy tailored to the unique needs of its diverse customer base. We are excited to expand the account and look forward to growing our partnership in the years ahead.”

Sitel supports some the world’s leading brands in contact centers across North America, EMEA, Latin America, Australia and New Zealand. This client is one of Sitel’s 40 communications companies providing wireless and wire-line telecommunications, cable, satellite, IPTV, Internet or bundled services. More than 22,000 of Sitel’s highly skilled associates provide a range of contact center services for this vertical including:

• New account sales and activations
• Customer care and up-selling
• Product technical support and trouble-shooting
• Field technician dispatch and support
• First party collections and retention
• Pre- and post-charge-off third-party collections

About Sitel

Sitel is a global Business Process Outsourcing (BPO) leader. The company meets clients’ customer care and transaction processing needs through 60,000 associates in 27 countries. Sitel provides world-class solutions from on-shore, nearshore and offshore locations across 155+ facilities throughout North America, South America, EMEA and Asia Pacific. The company’s award-winning services provide clients with the strategic insight, scale and diversity of offerings to ensure the best return on their customer investment. The company is privately held and majority owned by Canadian diversified company, Onex Corporation. For more information, please visit www.sitel.com.