Sitel won the award for its unmatched global footprint, exhaustive customer contact solutions portfolio, and strategic growth initiatives. Sitel’s intensive industry expertise across geographies, customer service leadership, and global best practices has helped it improve return on customer investment, increase revenues, and maintain profitability for hundreds of industry-leading clients, globally.
The new Sitel was formed by the merger of top-tier rivals, SITEL and ClientLogic. This deal created a global customer care outsourcing powerhouse with combined revenues of $1.8 billion. With 67,000 associates, Sitel is a clear industry leader delivering top-notch services.
Sitel has the unique ability to seek out the most favorable labor markets to offer low-cost, high-quality customer interactions. It provides ‘right shore’ options for every major market through its focus on language and demographic skill sets.
For instance, Sitel uses the sites in Latin America to supplement services provided in Spain as well as the burgeoning Spanish-speaking consumer market in the United States. This helps the company to mitigate clients’ risks while delivering optimal service solutions for onshore, offshore, and near shore site deployment.
"Sitel leverages a global suite of best practices in operations, technology, and human resources to deliver superior customer interaction across multiple touch points including telephone, Internet, and retail," says Frost & Sullivan Strategic Analyst Michael DeSalles. "It provides specialized solutions for specific challenges of a broad range of industries such as automotive, consumer products, energy & utilities, financial services, government, insurance, Internet service providers, media services, and technology."
Sitel’s ability to think like a customer has been vital in building a service model to support its business. It helps the company better understand clients’ decisions to outsource specific portions of their customer care as well as to establish a common language between customer and agent.
The company also employs a Client Advisory Board (CAB) as a forum to share ideas and outsourcing solutions with peers through annual strategy meetings, Webinars, executive networking, and newsletters.
"Sitel has significantly increased the number of first-time outsourcers within its portfolio, while also enhancing its vertical penetration - particularly in the wireless, travel, and healthcare sectors," notes DeSalles. "It has augmented organic growth dramatically by creating a diverse client base and maintaining high retention and satisfaction rates."
Each year Frost & Sullivan presents this Award to the company that has distinguished itself globally across several business functions including sales, marketing, customer service, innovation, financial performance, and strategic growth. It has exhibited global excellence in its operations, resulting in sustained financial growth. The Award recipient has distinguished itself through proactive global integration strategies that will help it to emerge a global leader.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
About the new Sitel
Sitel (sitel.com) is a global Business Process Outsourcing (BPO) leader. Formed by the merger of ClientLogic and SITEL in January 2007, the new company meets clients’ customer care and transaction processing needs through 65,000 associates in 28 countries. The new Sitel provides world-class solutions from on-shore, nearshore and offshore locations across 145+ facilities throughout North America, South America, EMEA and Asia Pacific. The new company’s award-winning services provide clients with the strategic insight, scale and diversity of offerings to ensure the best return on their customer investment. The company is privately held and majority owned by Canadian diversified company, Onex Corporation.
About Frost & Sullivan
Frost & Sullivan, a global growth consulting company, has been partnering with clients to support the development of innovative strategies for more than 40 years. The company's industry expertise integrates growth consulting, growth partnership services, and corporate management training to identify and develop opportunities. Frost & Sullivan serves an extensive clientele that includes Global 1000 companies, emerging companies, and the investment community by providing comprehensive industry coverage that reflects a unique global perspective and combines ongoing analysis of markets, technologies, econometrics, and demographics.