Associate Performance Management

Take control and set a new performance benchmark for your brand with an intelligent solution dedicated to operational excellence.

Drive Peak Performance and Develop Top CX Talent

Leading brands differentiate with consistent delivery of outstanding customer and employee experiences. Operational excellence is built upon a strong performance culture that focuses upon consistency and continuous improvement to excel in the metrics that matter most.

Sitel Group® unlocks the CX potential of your agents and your business with an intuitive, integrated and data-driven Associate Performance Management platform. Putting performance at the fingertips of operational teams, we enable you to create positive impact to your customer experience. Intelligently targeting coaching support to priority areas, your employees are better supported to succeed through a continuous cycle of performance management, employee engagement and learning. 

Enable Agents

Boost agent accountability via easy access to individual performance, organisational goal alignment and agreed action plans.

Support Learning

Share meaningful feedback across teams with integration to contact logs, skill-based coaching plans and developmental learning recommendations in the flow of work.​

Increase Competency

Improve skills and capabilities across the staff profile, training and retaining talent-at-risk via targeted micro-learning sessions consumed during the flow of work.​

Accelerate Growth, Coach Smarter and Optimise Performance With iCoach

  • Ensure a consistent performance management approach no matter the location, enabling an efficient, effective work-from-anywhere approach.
  • Integrate performance improvement with individual enhancement plans, SMART action plans, gamified activities and variation-based management.
  • Automate KPI uploads from multiple sources to identify trends across all key performance indicators and make smarter decisions. ​
  • Promote and assess knowledge retention and skill development with learning paths that boost performance and motivation.
  • Enable operational leaders to provide the appropriate level of coaching and development at all stages​ with smart action-planning processes.
  • Increase accountability, enable transparency, feed talent development and align performance across the whole organisation.

High Level of Adoption and Satisfaction

Power up your agents, create smarter coaches.


total agent footprint across all Sitel geographies both on-site and at home.


of users believe the solution is essential to organisational performance management plans*


of agents and coaches feel comfortable using the solution on a daily basis*

*iCoach Survey 2021

User Testimonials

“At this stage, iCoach is part of our DNA, not only on performance but also to keep motivation very high. It is a crucial tool for us.”

— Site Director, Portugal

“I find iCoach was designed with the goal of developing and delivering enhanced coaching with data-driven tools.”

— Agent, Morocco
Do You Want to Know More About Sitel® Associate Performance Management Solution or Request an iCoach Demo?
Contact Us

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