Our client is a leading international coffee retailer.
Thanks to the well established mutual trust and collaboration that we built since 2009, our client chose Sitel Group® to migrate a significant amount of customer service work to a virtual environment.
The Sitel at Home™ virtual environment acts as an integral part of the client’s business continuity planning (BCP), providing “always on” capability that delivers the same high customer care standards.
- Diversify the operating footprint to enable much improved Business Continuity
- Provide the necessary expertise and guidance in the migration to the virtual environment including communication to agents
- Provide highly trained agents with the needed knowledge, best case practices and security measures
- Collect and analyze agent feedback during and after the implementation to the at home environment
- Successfully implemented the Sitel at Home solution to service 60% of the total contact volume
- Effective virtual training led to uninterrupted customer service and a high level of quality and performance
- Strong agent engagement and integrated coaching ensured products/service knowledge and a quality customer experience
- Agents in Sitel at Home environment have high employee satisfaction and show low absenteeism and attrition