Contact Center Outsourcing Provider Customizes State-of-the-Art Occupational Assessment Software to Provide Clients with Highest Caliber Agents
Nashville, Tenn. — November 2, 2009— Sitel, a leading global business process outsourcing (BPO) provider, today announced its implementation of a customized employment assessment software from Profiles International. Profile XT™ from Profiles International tests a potential agent’s professional skill level through a measure of the candidate’s thinking and reasoning style, behavior traits and occupational interests.
“As the frontline contacts for some of the world’s most renowned brands, it is our highest priority to employ only the most skilled and appropriate customer care agents,” said Bert Quintana, global chief operations officer at Sitel. “With access to a tool that allows for customization across multiple client accounts, we are now even better equipped to provide our clients with the highest caliber agents, best suited for each of our individual clients.”
Profile XT is a fully customizable online application that develops job match patterns for potential hires, comparing candidate qualities with the attributes of Sitel’s most productive and top performing agents. Each assessment can be tailored towards any of the company’s more than 350 clients by company type, department, manager, position, geography or any combination of these factors. Sitel has found that by matching candidates to a client’s specific campaign profile instead of a general service profile, it builds productivity and job satisfaction while diminishing negative factors such as stress, tension, conflict, miscommunication and costly employee turnover.
“Major consumer brands are now understanding the importance of differentiating themselves with exceptional customer service experiences,” said Jim Sirbasku, CEO, Profiles International. “Armed with our advanced assessment software, Sitel is able to identify the ideal candidates at the onset, ensuring that each contact center agent possesses the highest degree of qualities necessary to provide excellent service to their customers on a daily basis.”
Sitel provides customer care for the world’s leading brands with more than 140 customer care sites around the world. Each contact center focuses on developing a global learning culture where all 60,000 associates are on a continuous improvement track and delivering ongoing process improvement initiatives with measurable return on customer investment.
Individuals interested in exploring employment opportunities with the contact center outsourcing provider may visit www.sitel.com and select Careers from the drop down menu.
Sitel is a global Business Process Outsourcing (BPO) leader. The company meets clients’ customer care and transaction processing needs through 60,000 associates in 27 countries. Sitel provides world-class solutions from on-shore, nearshore and offshore locations across 155+ facilities throughout North America, South America, EMEA and Asia Pacific. The 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. For more information, please visit www.sitel.com.