Frost & Sullivan Recognises Sitel with Customer Value Enhancement in Contact Centre Outsourcing Award for EMEA

Based on its recent analysis of the EMEA contact centre outsourcing market, Frost & Sullivan has recognised global leader Sitel with the 2010 EMEA Customer Value Enhancement Award in Contact Centre Outsourcing. Each year, this award is presented to a company that has demonstrated excellence through the implementation of strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products.

Outsourced contact centres in the EMEA market face a number of challenges. Foremost among these is the provision of a pan-European solution that takes into account diverse language skills and cultural affinity. Also, despite high levels of agent attrition and unemployment, as well as vendor competition to recruit top talent, consistency of service remains problematic. Likewise, improving contact centre efficiency, in order to compete on a cost effective basis while maintaining high-quality service delivery, is an ongoing challenge.

Sitel’s internal Resource Optimisation Centre (ROC) is an integral part of its value proposition. The company’s continued refinement and utilisation of the ROC was identified by Frost & Sullivan as the basis for the award. Using the ROC, Sitel excels at:

* Responsiveness to customer needs - Sitel holds regular focus groups with agents and key clients designed to incorporate actual performance observations into historic models for the facilitation of continuous performance improvement.
* Operational excellence - Through the use of a proprietary Resource Planner tool within the ROC, Sitel is able to accurately forecast projected call volumes, seasonality changes and recruitment requirements.
* Added-value technology & services - Using Six Sigma principals, the ROC works with every client to produce a resource model for each campaign. Clients are also provided with web-based real-time visibility into agent performance against SLAs at all times.

‘Sitel has a proven ability to extend and expand customer and employee relationships beyond traditional norms in the industry,’ said Michael DeSalles, Senior Analyst at Frost & Sullivan. ‘With a unique solution that leverages global sourcing, sales/customer support programmes, technical support and back-office processing, Sitel has positioned itself for enhanced client value across key market verticals, customer types and geographies.’

‘We are proud to be recognised by Frost & Sullivan for our accomplishments in Customer Value Enhancement,’ said Joe Doyle, Marketing Director EMEA, Sitel. ‘This award underscores Sitel’s commitment to increasing our clients’ return on customer investment. With a culture of continuous improvement we are able to reduce service costs, improve customer retention and increase revenue per customer, achieving true business benefits for our clients.’

6th July 2010