White Papers

Sitel works closely with clients to achieve high performance on a daily basis. We meet their ROI targets, listen to their customers and exceed our customer satisfaction objectives. We also share our knowledge with our clients so that we are able to continually improve our service and add value to theirs. Our published whitepapers will provide you with insight into how we achieve all of this and highlight the most important business process outsourcing issues that impact companies today.

Sitel UK Customer Relations - Trends to watch in 2013

The report looks at the changing behaviour of consumers and where 2013 is taking the contact centre and customer service industries.   It particularly addresses how the customer service industry is responding to continued pressure on cost, the expectation for higher quality, increasingly complex requirements integrating with social media channels, the omni-channel approach, and the mixed shore strategies that are on the rise.

Top nine reasons to outsource to the Philippines

Latest whitepaper from Sitel, experts in outsourced customer contact solutions, explains why the Philippines is fast becoming the BPO destination of choice.

Customer Relations Trends to Watch in 2013

Through multiple waves of changing consumer behavior, what did 2012 teach us about how contact centers are changing? Sitel points out in this new report how these 10 trends are simultaneously making contact centers more strategic and impactful.

Latin America, the next great offshore frontier?

Latin America's multilingual capability, similar time zones, close proximity, geographical locations and similar cultures combine to make it an excellent offshore alternative to a U.S. market.

Sitel Whitepaper:  Taking the At-Home Agent Model to the Next Level

The U.S. at-home agent model continues to generate headlines. This segment represents one of the fastest growing outsourced customer service sectors in the country. Sitel’s Work@Home Solutions™ is truly changing the industry, creating a more flexible and powerful way to provide superior customer service. Read this white paper to learn the top 10 benefits your company could see by choosing Sitel Work@Home Solutions™.

Sitel Receivables Management (SRM) White Paper

Most businesses still handle collections the way they did 20 years ago; they keep their customer care and past-due collections functions separate as a “reactive” collections strategy. Sitel delivers a new “preventive” collections approach that combines advanced technology and sophisticated billing analytics to identify and prioritize revenue recovery opportunities early in the payment cycle. This proven strategy often secures payment before the customer ever reaches the collections stage.

How Has the Crisis Changed the Role of Contact Centres in EMEA?

Sitel looks at the challenges posed by the past four years on the world economy and the resulting a transformation of the models and dynamics that govern business relations in Europe, the Middle East and Asia regions of the world.

Meet Generation Y

How changing expectations are shaping the way we think about customer service

Sitel SIP Voice Architecture

Few technology advancements have had a greater impact on the corporate enterprise than the development of Internet Protocol (IP). Today IP is playing a fundamental role in the development of another important new technology, a signaling protocol called Session Initiation Protocol, or SIP. SIP delivers the functionality and efficiency enterprises need to roll-out advanced, “real time” voice and video over IP applications. Download this informative white paper that will help you understand how SIP can substantially reduce your communication costs while offering end users a wide range of exciting new services. 

Generation Chat Solution: Customer Service 

A delivery model for incremental online conversion