NASHVILLE, Tenn.--(BUSINESS WIRE)--Sitel, a leading global customer care provider, today announced it has been positioned by Gartner, Inc. in the Leaders quadrant of Gartner’s 2014 Customer Management (CM) Contact Center BPO report.1
In this report, Gartner analysts evaluate players in the worldwide provider landscape through a series of stringent criteria that enable business performance to be competitive, efficient and effective, and to positively impact revenue, retention and reputation. Ultimately, companies are judged on their ability to execute and completeness of vision.
Co-authors TJ Singh and Brian Manusama also provide insight on the growing customer care BPO market opportunity. “Discussions across client boardrooms have shifted from just cost containment and labor arbitrage to the delivery of enhanced customer experience, automation, value-added services (such as multichannel and analytics services), scalability, quality of service, and more innovative ways of addressing the increasing levels of complexity in their business,” Singh and Manusama predict.
“We believe that Sitel’s recognition in this position for the fifth consecutive year validates that our strategy is helping enterprise customers streamline and optimize customer experience processes and operations,” said Sitel’s Chief Marketing and Infrastructure Officer, Sean Erickson. “We take great pride in the commitment of our employees worldwide to consistently deliver superior customer service experiences, and in 2015 we will continue to invest in the capabilities and markets that matter to our clients and their customers.”
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As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With over 30 years of industry experience, Sitel’s 56,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation. For more information, please visit www.sitel.com.
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1 Gartner, Inc., Magic Quadrant: Customer Management Contact Center BPO, TJ Singh, Brian Manusama, December 23, 2014.