Contact Center Solutions Featured Article

Sitel Makes Presence Known in Global Customer Care BPO Space with Top ISG Ranking

July 30, 2014

Sitel, a company that handles outsourced customer services for some of the world’s top brands, has been named a Top 10 Outsourcing Service Provider by Information Services Group (ISG).

The decade old ISG Outsourcing Index is one of the authentic sources for marketplace intelligence related to outsourcing transaction structures and terms, industry adoption, geographic prevalence and service provider performance.

It also publishes an independent quarterly review of the latest sourcing industry data and trends for enterprises, service providers, analysts and the media. The index is now in its 47th consecutive quarter.

In the recent years, Sitel has curved a distinguished place for itself in the global contact center market. No wonder ISG identified it as one of the top ten providers in the Contact Center category for the BPO market. The selection was based on the annual contract value (ACV) won over the last 12 months, according to ISG Global Outsourcing Index.

Sitel’s performance over the past 12 months reflects a clear understanding about client needs and demonstrates its ability to respond with strategic service offerings, ISG explained. The company’s comprehensive portfolio of services including customer acquisition, customer care, technical support and social media programs are aimed at delivering premium customer experiences. Sitel’s customer service solutions are designed to strengthen customer loyalty and increase sales, ultimately leading to an increased bottom line for the clients.

“Sitel continues to establish itself as a leading and growing player in the global market for contact center services, based on its volume of business in relation to other industry providers,” chief research officer of ISG Paul Reynolds commented in a statement.

“Every customer contact is an opportunity to enhance relationships, deepen brand loyalty and increase business. We appreciate the recognition from ISG for our ability to consistently deliver memorable customer experiences. Sitel’s solutions are designed for the next generation of customer care, with the industry’s finest people, products and technologies for global customer experience management,” Sitel’s EVP, chief marketing and infrastructure Officer, Sean Erickson noted in a statement.



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