Contact Center Solutions Featured Article

The PECC Recognizes Sitel's Exceptional Customer Relations with Merck

October 04, 2013

The Prêmio de Excelência em Contact Center or PECC by Você S/A National Corp Magazine has honored Sitel with the prestigious “Excellence Award in Contact Centre” award. Sitel has been honored for its exceptional advances in management practices. The award has also recognized Sitel’s incessant efforts in nurturing its collaboration with Merck & Co., which has resulted in enhancements in key areas, personnel, processes and technologies.

Organizations like Sitel are honored by the PECC mainly for their top-notch accomplishments in ethics, transparency, proficiency in process evaluation, sovereignty and value for the concerned professionals and organization. Sitel has three facilities in Brazil which are used for offering inbound and outbound call center outsourcing services. Customer care is provided by contact center agents at Sitel in Portuguese, Spanish and English. Audits are carried out by the PECC every year in May at Sitel’s call centers in Brazil.

In a statement, Raul Navarro, general manager for LatAm at Sitel said, “Sitel is proud to be recognized for outstanding customer care on behalf of Merck. This award further demonstrates the commitment of both companies to provide patients and healthcare professionals with best-in-class customer service. This honor is a testament to the excellent work between Merck and Sitel’s highly dedicated agents, pharmaceutical team and management.”

Sitel, a privately held organization, is a subsidiary of Onex Corporation. Sitel has its global headquarters in Nashville, Tennessee, USA. Sitel is one of the major organizations vying for the top position in outsourced customer care advances.

Sitel believes that consumers are ready to spend more for companies that offer care for its customers. For nearly three decades, Sitel has been offering CRM contact center services to its customers. These services help in delivering conventional and assessable Return on Customer Investment by developing customer loyalty, augmenting sales and enhancing proficiency.

Sitel’s international offerings comprise of customer taker over, customer care, technical assistance and social media programs. Sitel’s support operations include home based agents and over 120 domestic, nearshore and offshore centers in 24 countries across North America, South America, Europe, Africa and Asia Pacific. Customer programs are managed in 40 languages by Sitel for some of the most famous brands worldwide.

Edited by Ryan Sartor