News

Sitel Named No. 1 Global Contact Center Provider for Second Year in a Row

Company Receives Top Score in 11 Critical Performance Categories, Gains Overall Client Preference in 2009 Black Book of Outsourcing User Survey

Nashville, Tenn. — January 11, 2010 — Sitel, a leading global business process outsourcing (BPO) provider, today announced it was ranked as the best overall global contact center in the 2009 Black Book of Outsourcing survey. The 2009 ranking marks the second year in a row that Sitel received top overall honor.

Each year the Brown-Wilson Group, a Datamonitor company, undertakes an annual survey to find out organizations' satisfaction with their outsourcing service providers. These research results are recognized as the most extensive and representative perception study of outsourcing vendors, validated by more than 26,000 respondents from service users around the globe.

Notably, Sitel was ranked No. 1 in each of the contact center attributes cited by respondents as ‘most important’ to client satisfaction in 2009: Customization, deployment, reliability and vertical expertise. Overall, Sitel received the top score in 11 key performance categories surveyed, including for innovation, trust, flexibility, best-of-breed process improvement and overall client preference.

“In order for today’s businesses to succeed in an ever-changing and extremely competitive market, a productive and effective contact center is essential. Customers’ expectations evolve extremely quickly, and providers like Sitel must be able to deliver the best and fastest service from courteous, effective and expert agents,” said Dave Garner, C.E.O. of Sitel. “In this context, to be named the best contact center service provider in the world two years in a row is a real tribute to the talent and vision of our leadership, management and thousands of agents on the ground across the globe.”

For more information and to download the report, please visit http://www.sitel.com/information/blackbook.

The Black Book of Outsourcing is recognized as the only independent industry standard for customer satisfaction in the global services industry. 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, Fla., USA, (a Datamonitor

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.

Top Inbound Call Center Outsourcing Vendors Methodology

Black Book utilizes a four-step process to collect candid performance data. Firstly, Black Book collects a series of direct evaluations covering 31 performance areas on leadership and senior management, which comprise the scored ranking of the “Black Book 50 Best Managed Vendors”. 

Secondly, Black Book collects ballot results on 18 performance areas of operational excellence to rank vendors by outsourced service lines. The gathered data are subjected immediately to an internal and external audit to verify completeness and accuracy and to make sure the respondent is valid while ensuring that the anonymity of the client company is maintained. During the audit, each data set is reviewed by a Brown-Wilson executive and at least two other people. In this way, Black Book's clients are able to clearly see how a vendor is truly performing. The 18 criteria on operational excellence are subdivided by the client's industry, market size, geography and function outsourced and reported accordingly. 

Thirdly, Black Book collects ballot results on 20 performance areas of consultation excellence to rank advisors by outsourced practice outcomes and subjected to the same audit and validation processes.

Lastly, situational studies are conducted on areas of high interest such as green outsourcers, educational providers in outsourcing, outsourcing benchmarkers and boutique advisors. These specific survey areas range from four to 20 questions or criteria each.

About Sitel

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.