Contact Center Solutions Featured Article

Sitel To Open Call Center In Nicaragua

February 13, 2008

Outsourced contact center provider Sitel announced today that it plans to open a customer care facility in Managua, Nicaragua in April of this year. Sitel has stated that it expects its new multichannel contact center to “strengthen the company's ability to provide high-quality, multilingual customer care and technical support solutions to leading companies worldwide.”
The 14,747-square-foot facility located at Torre Invercasa No. II, Frente al Colegio la Salle, is expected to staff more than 250 associates with the capacity for an additional 180 seats. Sitel's recent expansion to Nicaragua demonstrates growing demand among Sitel clients for Latin America-based contact center support.
 
Many contact center service providers have recognized the importance of building Spanish-speaking staff to serve the growing base of Spanish-speaking consumers in the U.S.
 
"Latin America is a key part of the growing near-shore horizon to support English and Spanish bilingual customers in North America," said Dave Garner, CEO of Sitel. "Nicaragua offers a talented bilingual workforce to support our clients. We're proud to expand Sitel's presence in the region."
 
Latin America is becoming the world's next BPO hot spot due to the region's unique ability to offer dynamic, multilingual contact center services for a wide range of global markets. Driving market forces include:
 
  • U.S. companies seeking BPO services in close proximity and time zone, as well as workforces with a similar business culture and strong English- and Spanish-speaking skills;
 
  • Spanish language companies looking to global sourcing options for affordable customer support services and skilled Spanish-speaking customer care agents; and
 
  • Global businesses looking to diversify beyond the confines of the traditional sourcing markets such as the Philippines and India, which are feeling the pressure of maturing competition for skilled labor.
 
"As a rapidly emerging BPO center, Latin America offers a logical and affordable choice for businesses looking to outsource their customer care," said Ryan. "The factors driving market growth in this part of the world include the availability of a skilled labor pool and the liberalization of domestic economies. Companies, including Sitel, with Latin America-based operations offer their clients a competitive advantage."
 
 
Tracey Schelmetic is editorial director for CUSTOMER INTER@CTION Solutions. For more articles please visit Tracey Schelmetic’s columnist page.
 
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users. Today’s featured white paper is The “BRAIN” Model of Intelligibility in Business Telephony, brought to you by Polycom (News - Alert).
 

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence, BT and Accenture

The future is now, or at least it is coming at us fast in the Contact Center Solutions Community, and there are two great ways to be part of the industry buzz as to what is unlikely to unfold in 2015. The first is to attend ITEXPO East, January 27-30, 2014 at the Miami Beach Convention center. This is a great opportunity to be warm and more to the point, hear, see and discuss contact center issues in person with peers and subject matter experts. [ Read More ]
01/17/2015

Customer Experience: The Last True Differentiator

In Ernst & Young's Global Consumer Banking Survey 2014, customers chose "the way I am treated" as the second most important reason for trusting their banking provider, just behind the understandably important "financial stability" of their bank. Customer experience was also cited as the most common reason for opening and closing accounts, more important than fees, rates, locations or convenience. Approximately 40 percent of customers planned to open or close an account in 2014. This means banks … [ Read More ]
01/16/2015

Digital Is Driving Businesses to Offer Personal and Intuitive Customer Experiences says Accenture Report

The preoccupation with improving the customer experience (CX) by C-levels around the world has been a trend for several years. In fact, the fastest growing C-level position is Customer Experience Management Officer (CEMO) or some variation on the title. And, as CX becomes ever more important as the means to provide differentiated value, delighting existing customers and for obtaining and keeping new ones, the preoccupation will not only grow more intense in 2015, but so will the investments in t… [ Read More ]
01/16/2015

BT Launches New Personalized Video Message Service

When it comes to contact center out-reach there are two trends that everyone needs to literally and figuratively keep an eye on in 2015. They are "personalization" and "video." And, while the first may seem obvious since the goal of marketers is to make customers and prospects feel appreciated with tailored messages uniquely for them, the use of video on the outbound side of things is after many years becoming something more than a novelty. [ Read More ]
01/15/2015
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!