Sitel, global leaders in outsourced customer experience, has this year opened two new sites in Coventry and Plymouth and increased capacity following a transfer to a new site in Newcastle-upon-Tyne. The expansion will create more than 1100 jobs by February 2017 and shows its commitment to the UK, post Brexit, creating many new opportunities for careers within the contact centre industry in areas including Operations, Learning and Development and many other support roles.
The multi-million-pound investment means Sitel Group now has a nationwide network of 8 sites operating 24/7 and supporting 19 languages.
Karl Brough, General Manager for Sitel Group UK & Ireland, commented: “In the last 12 months we have seen phenomenal growth as today’s brands increasingly outsource their customer service in order to meet continued pressure on cost, customer expectations for higher quality and rising levels of complexity. There is huge demand for multi-channel, mobile and digital solutions as customers demand more ways to engage, particularly in the retail and financial services sectors.”
According to UK online retail industry association, IMRG, e-commerce spending in the UK is expected to grow by 11 percent in 2016, reaching £126 billion, with over a third (34 percent) of consumers saying mobile will become their main shopping channel this year.
Karl continues; “We are delighted to be able to create so many more jobs and are committed to investing in the UK as consumer demand grows.”
Sitel Group was recently named as a global leader in the 2016 Everest Group PEAK matrix based on the company’s performance, expertise, ability and knowledge.
As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel Group is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel Group collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel Group is a subsidiary of Groupe Acticall. Visit sitel.com to learn more.
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