Sitel Nearshore Centers in Nicaragua
This 2-Minute Tour will provide you with a quick introduction to Sitel Nicaragua. Some of the world’s best known brands are served from Sitel sites located in this fast growing economy. Welcome to Sitel Nicaragua!
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Facts at a Glance
Locations
2 Sitel sites in Nicaragua
Capacity
2000+ BPO Workstations
Services
Customer Care, L1 Technical Support, Transaction Processing, Back Office Processes, Customer Acquisition, Retention and Sales
Languages
English and Spanish
Countries Served
United States and Canada
Sitel Nearshore Centers in Nicaragua
Nicaragua is a stable, fast growing democracy that has Free Trade Agreements with major markets such as the United States. Based on the most recent U.N. worldwide crime statistics report, Nicaragua is the second safest country in Central America, almost tied with Costa Rica in this category.
In 2011, Nicaragua had a growth rate of 4.7%, which made it the second fastest growing country in the Central American Region. According to the Central Bank of Nicaragua exports reached 2.26 billion US dollars, growing by 22.3% from the previous year, 2010. Nicaragua's exports to the US alone grew by 37.6%.
The country's apparel sector has become a leading economic force in the country. Nicaragua is a major apparel supplier to the U.S. and an important global textile and apparel manufacturer.
Tourism has grown by 18% with more than 1.06 million visitors, establishing a new historic record.
Sitel began operating in Managua in 2008 with 48 employees and now has grown its business capacity to over 2,500 customer care professionals in two facilities. Our US-based customers are pleased with the cultural affinity to US markets and the Nicaraguan's smooth, neutral accent. The literacy rate in metropolitan Managua is 92% and reflects a growing interest in higher education. This has allowed Sitel to provide a well-educated and almost 100% bilingual employee base. What's more, our site has the #1 customer satisfaction rating among all vendors with locations in Nicaragua.
Located in the Central and Mountain Time Zones and only 2.5 hours from Miami, Florida, Sitel has found in Nicaragua an ideal location due to its labor availability, language skills, cost structure, strategic location and telecom infrastructure.
Locations
There are two call centers in Nicaragua. Both are located in Managua; one in the previous US Embassy building near the old Managua city center, and the other in a new 7 story building near the new city center. Both locations are within a 20 to 25 minute drive from the international airport. Both sites are Class A buildings with state-of-the-art IT infrastructure.
Invercasa
Embassy
Sites in Managua support the following customer contact types:
- Inbound Voice
- Outbound Voice
- Email
The services supported in Managua are:
- L1 Technical Support
- Customer Care
- Transaction Processing
- Back Office Processes
- Customer Acquisition, Retention and Sales
Sitel's Nicaraguan representatives provide customer care and support of:
- Retail Stores
- Credit Card Companies
- Mobile Communication Providers
- Hotels and Lodging Businesses
- Money Transfer Organizations
Sitel meets our client requirements for continuous or high availability through advanced power backup and high availability IT infrastructure. Additionally, Sitel Nicaragua can provide all the data security and reliability specified by our clients, including PCI compliance.
Sitel Facilities Overview
2 Sites in Managua
Strong North American Cultural Affinity
2,500+ skilled employees
Spanish and English
365x24x7 Facilities
Inbound Sales, Customer Care, Technical Support, Back Office
Attractive Salary, Short Travel, US Central & Mountain Time Zones
High Data Security and Availability Options
Sitel Facilities Snapshots
HR & Talent Management
Sitel's reputation as a "top employer" is enhanced by our fine facilities.
Sitel's Nicaraguan contact centers employ a talented and stable workforce of over 2,500 professionals that take pride in representing their clients’ brands. Sitel invests in formal talent management and succession planning programs to help identify future leaders based on:
- Knowledge
- Skills
- Abilities
- Work ethic
- Performance
- Leadership abilities
- Key competencies
- Behavioral characteristics
There is a clear career path from agent, to coach, to operations manager and beyond.
Training & Development
Our internal training programs prepare associates for advancement, and associates benefit from e-training courses available through our learning management system, Sitel University. Sitel University stands as one of Sitel's most powerful assets. This on-line facility is focused on increasing the knowledge and skills of our employees in the core competencies that drive our business. It is a global vehicle that supports efficient, prioritized and centralized distribution of learning programs identified by Sitel as essential to performance improvement and people development.
Hiring & Screening
Sitel understands that the single most important job that we have as an outsourcer is to source and hire the right individuals to interface with your customers. Sitel establishes hiring summaries for our agents and coaches that identifies those associates who have the skills, motivation and are the right fit to be able to exceed our clients' expectations. We call this hiring principle Will-Do, Can-Do, Fit.
Credentials
Sitel Nicaragua represents two of Sitel's more than 120 global locations. This global footprint includes over 57,000 employees, 25 countries and 40 languages.
For over four years, Sitel has been providing consistent high quality service from our Nicaraguan customer care facilities. We deliver world-class service to seven global clients through over 2,500 highly trained call center agents, trainers, supervisors, quality assurance professionals and others.
Sitel's ten-fold growth in Nicaragua is due in large part to compliance with our Global Operating System (GOS). This cross industry, worldwide collection of best practices, disciplines and processes assures the delivery of award-winning performance in all our Sitel locations.
Sitel has a proven record of providing industry-leading solutions. Our commitment to excellence has been demonstrated through an array of service awards and recognition. In 2011, Sitel received Frost & Sullivan’s Competitive Strategy Innovation Award for accomplishments in social media innovation for the solutions we provide our clients.
Nicaraguan Client Testimonials:
| Performance |
"Overall I am very pleased with the operation in Managua. When it comes to performance Sitel is top notch." |
| Attrition |
"The site's low attrition is a direct reflection of how they treat their employees very well. I also like the fact that there is very little turnover amongst the management team. Other vendors have very high turnover at the management level and it makes doing business more complex." |
| Best Practices |
"We are using the team (Sitel) as a benchmark internally and recommend to other vendor managers that they can perhaps draw on the Sitel experience." |
| Consistency |
"Sitel is ahead of the other partners on the consistency piece. More consistent across geographies than other partners. Move from St. Cat's to Pasig & Managua was smooth. Sitel is more 'with it' operationally." |
| Flexibility |
"Sitel is a very good partner and is always willing to go the extra mile. I would definitely recommend Sitel." |
Industry Recognition
Sitel's global expertise is acknowledged by clients and the industry. Some of the more recent awards include:
Frost & Sullivan
2011 Competitive Strategy Innovation Award
Contact Center Outsourcing
The Competitive Strategy Innovation Award is a prestigious recognition of Sitel's accomplishments in the contact center outsourcing sector. Sitel's performance was benchmarked against its key competitors in the following areas: uniqueness of strategy, improvement of market position and leverage of competitive intelligence. The report read, in part: "Frost & Sullivan is of the opinion that Sitel offers its customers a level of choice, performance and measurement with its social media solutions that simply isn't available from competing outsourcers in the market today."
2011 Global Services 100 Study
Sitel was featured in Global Services 100 Annual Survey. The annual edition covers in-depth industry analysis and review, as well as survey analysis and the GS100 List. Sitel made several of the lists including:
- Top Global BPO Vendors
- Top Contact Center and Customer Management Vendor
- Top 20 Employers
Quotes from the survey:
"Sitel identifies web-based interactions as the biggest trend in 2011 and finds its strategies to be a step in this direction."
"Sitel is helping to drive self-service and agent-assisted interactions across company websites, social networking sites (such as Twitter and Facebook) and mobile applications (for the iPad or iPhone).
2011 Global Outsourcing 100
Sitel was named to The Global Outsourcing 100 List for the 6th consecutive year! This award demonstrates excellence in categories such as size and growth, customer experience, depth and breadth of competencies, and management capabilities.
Gartner Magic Quadrant
Gartner recently recognized Sitel in their Magic Quadrant as one of the most visionary companies in the outsourced call center industry.
XVI Estrategias Awards - Silver Award for the Best Customer Contact Center and CRM Company
Sitel Spain was honored by the "Estrategias" magazine with the Silver Award as Best Contact Center and CRM Company one of the categories of the "XV Estrategias Awards". This award recognizes the work of the professionals of Sitel, the high capacity for innovation of the company, its flexibility and leadership in continuous improvement processes.
Other Awards
Our Nicaragua sites have also garnered special recognition from our internal Sitel awards programs and our clients' awards programs, including:
- Sitel - Best Country Performance in 2011
- Nicaraguan Export Council (APEN) - 2011 Award for Best Service Exporter in Nicaragua
Invercasa:
- Sitel Best Performing Site Globally - Q1 2011
- Sitel Best Performing Site Latin America - Q1 2011 and Q3 2011
Embassy:
- Sitel Best Performing Site Latin American - Q2 2011
