Redefining Contact Center Outsourcing…
By focusing on increasing Return on Customer InvestmentBy raising the bar on expectations.By delivering innovative solutionsBy creating seamless customer experiences through multi-channel integration By thinking like a customerBy improving customer lifetime value By increasing revenue per customer with leading-edge sales methodologiesBy leveraging our experts to differentiate YOUR customer experienceBy improving customer retentionBy thinking GLOBAL – global expertise, local deliveryBy implementing Lean Sigma every dayBy creating a Global Operating Standard
How Can Sitel Help You?
How Can Sitel Help You?
Featured Information

Sitel Philippines Overview

During Sitel's 15-year presence in the Asia Pacific region, the company has made each of our clients' relationships a story of success. In the following pages, you'll discover what makes Sitel Philippines a preferred outsourcing choice.

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Global Workforce Management Report: Emerging Markets

Sitel Sourcing

Sitel's unique service model creates industry leading business process outsourcing solutions through an integrated talented global workforce, proprietary and proven processes and world-class infrastructure.

Sitel-Sourcing consists of three key components:

Global Sourcing - Selecting the best option for our clients from 114 centers worldwide - whether the site is onshore, offshore, nearshore, homeshore or housed within our client's premises. Sitel Global Sourcing is about our flexibility to source the most appropriate talent and skills from across the globe, to best service our clients' needs. It is about our ability to leverage our vast expertise and knowledge from across the globe for a local or multinational client.

Global Operating Standard - Sitel's proprietary set of processes and methodology ensures the delivery of exceptional customer experiences consistently - from every agent, every site and every country. Sitel's Global Operating Standard is about applying our 32 years of experience supporting 2.5 million customer interactions a day to deliver consistent service every day for every client.

Global Private Network - Our MPLS IP (Multi Protocol Label Switching-Internet Protocol) backbone allows voice and data to be routed seamlessly throughout our global facilities. Sitel's interactive multi-channel contact centers are equipped with the latest technologies to help Sitel agents respond to customer needs efficiently and effectively. This seamless network and integrated service delivery model ensures uninterrupted service to our clients.

Software and Hardware

  • Desktop Operating System: As Sitel supports 114 facilities, hundreds of various desktop applications come into play. Sitel understands that desktop application environments will vary by client. Sitel will build customized desktop environments, including client proprietary applications to ensure our client requirements are met.
  • Call Tracking: Sitel Internal CIMS, Sitel Synergy Application, or client integration solution
  • E-Mail Management: Talisma NetAgent
  • Knowledge Management: ATG/Primus Knowledge Solutions
  • Call Recording: Industry leading solution
  • ACD/PBX: Avaya S8700 / S8710
  • IVR: Sitel Interactive
  • Workforce Management: IEX and Blue Pumpkin
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Service, Por Favor

Solution Profiles
Solution Profiles:
On-Site Management
Solution Profiles
Solution Profiles:
Task Force
Client Success Stories
Client Success Stories:

Case Study: Satellite TV - Earning Customer Satisfaction

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Social Media Customer Engagement:  Strategic Planning Considerations for Contact Center Organizations