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Named No. 1 global contact centre provider for second year in a row

Sitel have announced it was ranked as the best overall global contact center in the 2009 Black Book of Outsourcing survey. The 2009 ranking marks the second year in a row that Sitel received top overall honour.

Each year the Brown-Wilson Group, a Datamonitor company, undertakes an annual survey to find out organizations' satisfaction with their outsourcing service providers. These research results are recognized as the most extensive and representative perception study of outsourcing vendors, validated by more than 26,000 respondents from service users around the globe.

Notably, Sitel was ranked No. 1 in each of the contact center attributes cited by respondents as 'most important' to client satisfaction in 2009: Customization, deployment, reliability and vertical expertise. Overall, Sitel received the top score in 11 key performance categories surveyed, including for innovation, trust, flexibility, best-of-breed process improvement and overall client preference.

"In order for today's businesses to succeed in an ever-changing and extremely competitive market, a productive and effective contact center is essential. Customers' expectations evolve extremely quickly, and providers like Sitel must be able to deliver the best and fastest service from courteous, effective and expert agents," said Dave Garner, C.E.O. of Sitel. "In this context, to be named the best contact center service provider in the world two years in a row is a real tribute to the talent and vision of our leadership, management and thousands of agents on the ground across the globe."

12th January 2010
January 2010 - Sitel - Named No. 1 global contact centre provider for second year in a row