Sitel was proud to be the first non-domestic outsourcing provider operating from Serbia.
Today, Sitel Serbia offers a full range of business process outsourcing solutions, with state-of-the-art contact center technology, site interconnectivity and the latest CRM tools. We are committed to excellence in everything we do and take a global best-practice approach to HR, training, project management and performance management.
Our Serbian operation provides a cost efficient near-shore solution offering high-quality advisors who are able to support a wide range of BPO services including technical support, customer care and back-office.
Outsourcing provider in Serbia
Hours of operation
Danish, Dutch, English, French, German, Greek, Italian, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish
We are actually serving 27 markets. Amoung them: Australia, Austria, Belgium, Brazil, Canada, Denmark, France, Germany, Greece, Ireland, Italy, Luxembourg, Malta, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Russia, South Africa, Spain, Sweden, Switzerland, Turkey, UK, USA
Hours of Operation:
Sitel Belgrade employs more than 400 associates and is managed by Aleksandra Petrovic, Site Director, and Roman Zynga, Regional Director. They are supported by an experienced human resources team that consistently delivers high-calibre employees for our clients resulting in a:
- Young and motivated workforce (60% of the Customer Service Professionals are between 18 and 30 years old and 30% more between 30-39)
- Well educated employees (over 50% are university graduates, while many more are in the final year of their college studies)
- Performance driven culture
- Very low absenteeism and attrition rates
- Six Sigma philosophy used to improve performance
- Process consistency reinforced by Sitel Global Operating Framework
Serbia’s proximity to Western Europe is a highly attractive outsourcing destination as it provides not only relatively short travel times, but also access to a large pool of language skills and close cultural affinity to EU customer base. Serbia has obtained EU candidacy status, highlighting its political and economic stability. Combine all of this with excellent communications and transportation infrastructure and a young and highly educated workforce, the commercial benefits to being in Serbia are significant.
Our facility in the “Blue Center”, located in New Belgrade, houses over 430 seats. Serbia’s geographic location, IT infrastructure, competitive cost base and educated workforce combine to make it a key strategic outsourcing location. Flight times from most major European airports are just 1 to 3 hours.
Sitel has been ranked as a leading contact centre outsourcing provider in the world. We focus on delivering a Return on Customer Investment (RoCI) to our clients by:
- Reducing service costs
- Improving customer retention
- Increasing revenue
Our award-winning contact centre services provide a flexible and scalable operating environment that can accommodate dynamic shifts in volume, workload and staffing requirements.
Main services provided by our multilingual hub are:
- Customer Care
- Technical Support
- Back Office
- Acquisition and Sales