Contact Center Solutions Featured Article

February 13, 2008

Sitel To Open Call Center In Nicaragua

By Tracey E. Schelmetic

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).
 


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