Insights|

Client stories

Across all business sectors from banking and finance to travel and tourism, we partner with our clients to overcome their unique customer experience challenges and help them realize tangible results.

98% Inquiry resolution

Extending the Digital Brand Experience Delivers Best-in-Class Self-Service Care for Zenni®

With 65% of U.S. consumers preferring to connect with brands via digital channels, citing speed, convenience and round the-clock availability as the primary reasons for preferring self-service, Zenni wanted to enhance the pre-purchase, purchase and post-purchase customer experience (CX) by providing more self-service support.

93% Answer rate

Channeling New CX for Accor via Sitel® China

Accor is a global hotel business that, over the past 60 years, has grown from a single hotel brand in Paris to 39 brands with more than 5,000 hotels in 110 countries, including 350 in China. The Challenge To partner with the company to support its customer experience transformation, provide access to new channels and

23% Improvement in rACH activations.

Strategic Focus and Planning Lead to Continuous Outperformance of Client’s Captive Center Collections Metrics

Our client is a leading FinTech company offering affordable loans and financial resources.

#1 Outsourcing partner

Delivering Exceptional CX Programs to Build Customer Loyalty and Meet Seasonality

Through continuous communication with our client, Airbnb, Sitel has established mutual trust to create CX programs that build customer loyalty and flex to changing needs.

7% Decreased AHT vs. B&M

Seamless Transition to Work at Home Environment Delivers on BCP Needs and High Employee Satisfaction

A leading international coffee retailer chose Group® to migrate a significant amount of customer service work to a virtual environment.

50%+ Handling of chat channel contacts

Digital Agent Implementation Drives Digital Transformation While Delivering Significant Cost Savings

Michelin, a leading multinational tire manufacturer, was looking for a partner to help them drive digital transformation across their CX organization.

3 Days for total agent migration

Rapid, Secure Implementation of Sitel at Home™ Ensures Business Resilience and Flexibility

Packlink is an online shipping service, offering individuals and business customers a fast and easy way of booking parcel deliveries.

10 Year partnership

Creating a Newsworthy Customer Experience

Award-winning Chicago-based media company, Tribune Publishing, transforms its CX in line with the transition from print to digital news media.

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+15% Revenue per intervention

Renault Drives Closer to its Customers with Clearer View

French carmaker transforms its customer relationships with the help of Sitel’s omnichannel engagement platform.