Sitel Ranked as Top Contact Center Provider for Second Year in a Row in the Black Book of Outsourcing 2009 Annual Survey
Nashville, Tenn. —November 23, 2009— Sitel, a leading global business process outsourcing (BPO) provider, today announced it has been named on The Black Book of Outsourcing’s prestigious 2009 “50 Best Managed Global Outsourcing Vendors” list, as announced in The Wall Street Journal. The company made a significant climb to reach number 24 on the 2009 list.
Each year, Brown-Wilson Group surveys outsourcing users and C-level officers to gain a perspective on the global services industry. After a stringent external auditing process, the client experience responses of nearly 24,000 buyer executives determined the final 2009 Black Book of Outsourcing rankings.
“Sitel ranked among the top suppliers due to its continuous focus on customer satisfaction in call center outsourcing services,” said Scott Wilson, partner, Brown-Wilson Group and co-author of The Black Book of Outsourcing. “The company successfully engages and manages its outsourcing relationships, as recognized by its actual clients.”
“This year’s ranking is a tribute to the talent and vision of our leadership, management and thousands of agents on the ground across the globe,” said Dave Garner, C.E.O. of Sitel. “We are extremely proud that our initiatives to establish a high-performance culture are raising the bar in the market for customer satisfaction, and we are excited about our momentum going into 2010.”
The Black Book of Outsourcing is recognized as the only independent industry standard for customer satisfaction in the global services industry. More than half of the responses are gathered from C-level and governance respondents.
To learn more about the rankings, visit http://TheBlackBookOfOutsourcing.com.
About Brown-Wilson Group
Brown-Wilson Group's research mission is to offer balanced, objective and unbiased results to help organizations maximize significance, increase speed-to-results, and mitigate risk in outsourcing/sourcing initiatives. Brown-Wilson Group, based in Clearwater FL USA, (a Data Monitor Company) measures their own success via clients' ability to achieve and sustain significant improvements in their outsourcing decisions from aligning customer experience research and strategies that stand the test of time.
Black Book 50 Methodology
The fifth annual Black Book survey for Brown-Wilson Group's "50 Best-Managed Global Outsourcing Vendors" was distributed electronically to customers, employees, buyers, contractors and users world-wide and available at www.theblackbookofoutsourcing.com. In March, surveys were sent to the nearly 24,000 outsourcing decision makers who were verified in the previous surveys, followed by 357,000 additional invitations sent to individuals in corporations, businesses, organizations and government agencies who use, offer and are employed in outsourcing services or pre-registered for the survey on the Black Book website. Survey entry access codes were available only one time per outsourced function. The survey closed on May 5, 2006. The 31 key performance indicators of vendor satisfaction with supplier leadership are posed with a scoring basis of 0 to 10 (0= deal breaking dissatisfaction and 10= overwhelming exceeded expectations) per criteria. Additionally, 18 key performance indicators in operational excellence are also balloted for later study and custom reporting throughout 2009 for outsourcing clients, buyers, prospective users, analysts, consultants, media and investors.
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 140+ 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.