Legal & Privacy Policy

TERMS & CONDITIONS OF USE

The terms “Sitel” or the “Company” as used in this website refer to SITEL Worldwide Corporation and its affiliates, unless otherwise stated or indicated by context. The term “facilities” or “sites” refers to entities or locations owned or operated by subsidiaries or affiliates of SITEL Worldwide Corporation. References herein to “Sitel Group Associates” or to “our associates” refer to employees of affiliates of SITEL Worldwide Corporation.

Your use of this site and the services provided through this site are subject to your agreement to and compliance with these terms and conditions of use (“terms and conditions”) and agreement to our Privacy Policy. Therefore please read the following carefully. Your continued use of this website will indicate your agreement to be bound by these terms and conditions. If you do not agree to be bound by these terms and conditions, you must promptly discontinue use of this website.

Resource Library

Sitel Group posts on its website in its Resource Library certain documents, reports and podcasts that might be of interest to you, including white papers, press releases and other publications (collectively, “Documents”). Sitel Group grants to you the right to use and print copies of such Documents under the following conditions (1) you do not remove, obscure or otherwise change the copyright notice that appears on any Document, (2) you use the Documents for informational, non-commercial and personal use only and you agree to refrain from copying or posting all or any part of any Document on any computer network or otherwise publishing, posting on the Internet, distributing or broadcasting all or any part of any Document in any media, and (3) you agree to make no modifications or changes to any Documents. If you make use of any Document in violation of these conditions, your use is unauthorized, is prohibited by law, and may result in severe civil and criminal penalties. Sitel Group reserves the right to prosecute violators to the maximum extent possible.

The definition of Documents does not include any materials other than those provided through the Resource Library. Specifically, it does not include the design or layout of this website or any other content on this website. The design and layout and other content on Sitel’s website are protected by trade dress, copyright and other laws, which prohibit unauthorized copying or imitation of such components of Sitel’s website. Unless specifically provided for in these terms and conditions or otherwise expressly permitted by Sitel Group in writing, you do not have Sitel Group ’s permission to copy or transmit any logo, graphic, sound or image on this website. Any rights not expressly granted by these Terms and Conditions are reserved by Sitel.

Warranty Disclaimer

You agree that you use this website and the documents at your own risk. We do not guarantee continuous, uninterrupted, or secure access to the Sitel Group website. This website and the documents are provided “as is” without warranty of any kind, either expressed or implied, including, but not limited to, the implied warranties of merchantability, fitness for a particular purpose, noninfringement, and title. This website and the documents are subject to change, removal or discontinuance without notice to you. The entire risk arising out of your use of this website or any Document remains with you. You agree that in no event will Sitel Group and/or its suppliers be liable for any direct, consequential, incidental, special, punitive or other damages whatsoever (including without limitation, damages for loss of business profits, business interruption, or loss of business information) arising from your use of this website or any document, even if Sitel Group has been advised of the possibility of such damages. Your sole remedy for dissatisfaction with the site, any Document, site-related services, documents and/or hyperlinked websites is to stop using the site and/or those services. Applicable law may not allow for the disclaimer of certain implied warranties or the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

Trademarks

Sitel’s name and the names of its products and services are the trademarks or service marks of Sitel Group and are protected under United States and EU law. You agree not to make unauthorized use of Sitel’s marks.

Links to Third-Party Sites

This website contains links to other websites that are not under the control of Sitel. Those sites have their own rules, terms and conditions and privacy policies to which you should refer before using such sites. Sitel Group is not responsible for any aspect of any linked site. Sitel Group provides links to you only as a convenience, and the inclusion of any link does not signify endorsement by Sitel Group of the site.

PRIVACY STATEMENT

Privacy Statement of www.sitel.com and sitel.com

Effective Date:  August 14, 2017.

Sitel Group considers the responsible use of personally identifiable information to be a critical element in enabling the Internet to reach its potential as a serious tool for personal and professional activities. As the Internet changes our lives in a number of ways, Sitel Group is committed to respecting your privacy. This Privacy Statement explains Sitel’s information collection and privacy practices. It applies to information that we collect from you when you visit this website. WHEN YOU ACCESS OUR WEBSITE, YOU AGREE TO THIS PRIVACY POLICY. IF YOU DO NOT AGREE TO THIS PRIVACY POLICY, OR TO ANY CHANGES WE MAY SUBSEQUENTLY MAKE, IMMEDIATELY STOP ACCESSING OUR WEBSITE AND USING OUR SERVICES. This policy may change from time to time. Your continued use of this Website after we make changes is deemed to be acceptance of those changes, so please check the policy periodically for updates.

Your Information

In general, you can visit www.sitel.com or sitel.com without telling us who you are or revealing any personally identifiable information about yourself.

Only if you “opt in” and provide your personally identifiable information, i.e., name, business or personal email and request to receive promotional materials or to receive emails or other contact from the Sitel Group or its business partners, will you receive emails or other communications from Sitel Group or its business partners. You will have the ability at any time to “opt-out” or withdraw consent to receive emails or any other communication at any time by emailing your request to webmaster@sitel.com, and Sitel Group will remove your information from its records.

You control your choices by your selections when you set up your account with us, for example to control the email you receive from us. Your account information, including any personally identifiable information, will be retained in our database and maintained for the purpose for which we are using it, we will need to keep the data for as long as is necessary for that purpose, future orders or transactions and as required under applicable law, rules, and/or regulations which may set a minimum period for which we have to keep your personally identifiable information. It is your responsibility to ensure that the account information is accurate and you should update the information as necessary. We do retain non-personally identifiable information concerning transactions; for example, we retain non-personally identifiable data concerning the number, frequency, size and purpose of transactions.

There are times, however, when we may request personally identifiable information from you, such as your name, home or business address and e-mail address. Some examples of when we may need personally identifiable information are requests by you for information from our Resource Library or other information to be sent via email. When Sitel Group requests your name and email address in connection with your request for materials from our Resource Library, we will use that personally identifiable information solely for the purposes of delivering that information to you.

In addition, Sitel Group collects certain information automatically. When Sitel Group receives information about your session or about you, we may use it for research or to improve our site and the services we offer you. The information we collect automatically is statistical data but may also include personally identifiable information. We may maintain it or associate it with your personally identifiable information we collect in other ways or that we receive from third parties. It helps us to improve our Website and to deliver a better and more personalized service, including by enabling us to:

  • Estimate our audience size and usage patterns;
  • Store information about your preferences, allowing us to customize our Website according to your individual interests;
  • Speed up your searches; and
  • Recognize you when you return to our Website.

Under no circumstances will we share, rent or sell your personally identifiable information to any other third parties for any other purpose without your consent, except as set forth in “When we provide services to you”, “When we transfer our assets” and “Where required by law” below.

When we provide services to you
The personally identifiable information and non-personally identifiable information we have about you may be transferred to our third party agents or contractors (for example, the providers of our electronic data storage services) for the purposes of providing services to us. These third parties will be subject to confidentiality requirements and they will only use your personally identifiable information as described in this privacy policy.

When we Transfer our Assets

As we continue to develop our business, we may sell or purchase assets. If another entity acquires us or all (or substantially all) of our assets, the personally identifiable information and non-personally identifiable information we have about you will be transferred to and used by this acquiring entity. Also, if any bankruptcy or reorganization proceeding is brought by or against us, all such the personally identifiable information and non-personally identifiable information may be considered an asset of ours and as such may be sold or transferred to third parties.

Where Required by law

We reserve the right to disclose any personally identifiable or non-personally identifiable information about you if we are required to do so by law, with respect to copyright and other intellectual property infringement claims, or if we believe that such action is necessary to: (a) fulfill a government request; (b) conform with the requirements of the law or legal process; (c) protect or defend our legal rights or property, our website (including enforcing our Terms and Conditions), or other customers; or (d) in an emergency to protect the health and safety of our website’s customers or the general public.

Information Storage and Retention

We will retain your personal information for the period necessary to fulfill the purposes outlined in this Privacy Statement, unless a longer retention period is required or permitted by law.

Transfers of personally identifiable information outside the relevant jurisdiction

The personally identifiable information that we collect from you may be transferred to, and stored at, a destination outside the jurisdiction in which we collected the personally identifiable information about you (the “Relevant Jurisdiction”). It may also be processed by staff operating outside of the Relevant Jurisdiction who work for our affiliates or for one of our suppliers.

Where we transfer your personally identifiable information outside the Relevant Jurisdiction, we will ensure that it is protected in a manner that is consistent with how your personally identifiable information will be protected by us in the Relevant Jurisdiction.

In other circumstances the law may permit us to otherwise transfer your personally identifiable information outside the Relevant Jurisdiction. In all cases, however, we will ensure that any transfer of your personally identifiable information is compliant with data protection law.

Questions Regarding Your Information

If you have any questions or comments about our privacy practices, how your information is processed and stored, or would like to stop receiving information from Sitel, or would like to correct or update your information provided to Sitel Group via its website, please contact us by either clicking on the “Contact” link at the top of every page on www.sitel.com or sitel.com or by sending an e-mail to webmaster@sitel.com.

COOKIES PRACTICES

In general on www.sitel.com and sitel.com, IP addresses (the Internet address of a computer) are logged to track a user’s session while the user remains anonymous. We analyze this data for certain trends and statistics, such as which parts of our site users are visiting and how long they spend there.

Some Sitel Group web pages use “cookies,” which are small files that may be placed on your hard drive for record-keeping purposes. A cookie helps us remember who you are. Similarly, cookies can make your subsequent visits to the web page simpler and more seamless. You can set your browser to notify you when you receive a cookie, giving you the chance to decide whether or not to accept it. However, by not accepting cookies, some web pages may not display properly or you may not be permitted to access certain information.

Use of Information Technologies

Website Optimization Services

Sitel Group shares data with Google Analytics to understand and optimize website performance and enhance site usability for our customers. These tools run in the background of our sites analyzing site usage information and then returning reports to us through an encrypted connection. They are required to maintain data securely and confidentially, and are not permitted to share data collected with parties other than Group Acticall SA doing business as Sitel. In addition, Google Analytics may associate and group session visits to our website from various browsers and devices.

Interest Based or Online Behavioral Advertising

We may also use the services of third party analytics companies to collect information about you or your device.  These third parties may use tracking technologies to collect information about you when you visit this website.  The information they collect may be associated with your personally identifiable information or they may collect information about your online activities over time and across different websites, apps, and other online services websites.  They may use this information to provide you with interest-based behavioral advertising or other targeted content.  We do not control these third parties’ tracking technologies or how they may be used. If you have any questions about an advertisement or other targeted contact, you should contact the responsible provider directly.  For information about how you can opt out of receiving targeted advertising from many providers, see “NAI Online Advertising Opt Out” >

Purpose of Collection of Your Information

Any information or data collected via this website is collected for our legitimate business purposes such as managing our relationship with you(including providing you with information and  contacting you in relation to our services), for compliance with all applicable laws and regulations and where we have legal and regulatory obligations that we have to discharge and  where we may need it in order to establish, exercise or defend our legal rights or for the purpose of legal proceedings.  All collection of data shall be in compliance with all applicable laws and regulations.

Data Security Measures

We have implemented measures designed to secure your personally identifiable information from accidental loss and from unauthorized access, use, alteration and disclosure. All information you provide to us is stored on our secure servers behind firewalls. Any personally identifiable information will be encrypted using SSL technology.

The safety and security of your information also depends on you. Where we have given you (or where you have chosen) a password for access to certain parts of our website, you are responsible for keeping this password confidential. We ask you not to share your password with anyone.

Your personal information may be transferred to, stored, and processed in a country other than the one in which it was collected. This may include the United States. When we do so, we transfer the information in compliance with applicable data protection laws. We have implemented security controls be protect your information will be protected no matter what country it is stored in or transferred to.

Unfortunately, the transmission of information via the internet is not completely secure. Although we do our best to protect your personally identifiable information, we cannot guarantee the security of your personal information transmitted to our website. Any transmission of personally identifiable information is at your own risk. We are not responsible for third party circumvention of any privacy settings or security measures contained on the website.

Accuracy of Information

Although Sitel Group attempts to ensure the integrity and accurateness of this website, it makes no guarantees whatsoever as to the correctness or accuracy of information contained on the website. It is possible that the website could include typographical errors, inaccuracies or other errors, and that unauthorized additions, deletions and alterations could be made to the website by third parties. In the event that an inaccuracy arises, please inform Sitel Group so that it can be corrected. Information contained on the website may be changed or updated without notice.

System Integrity

You agree to refrain from using any software, scheme or device to interfere or attempt to interfere with the proper working of Sitel’s website.

Changes to our Privacy Statement

It is our policy to post any changes we make to our Privacy Statement on this page with a notice that the Privacy Statement has been updated on the Website home page. If we make material changes to how we treat our users’ personally identifiable information, we will notify you by email to the primary email address specified in your account and/or through a notice on the Website home page, and will obtain your prior consent where required by applicable law. The date the Privacy Statement was last revised is identified at the top of the page. You are responsible for ensuring we have an up-to-date active and deliverable email address for you, and for periodically visiting our website and this privacy statement to check for any changes.

Contact Us

If you have any questions or comments about our privacy practices, would like to stop receiving information from Sitel, or would like to correct or update information provided to Sitel Group via its website, please contact us by either clicking on the “Contact” link at the top of every page on www.sitel.com and sitel.com or by sending an e-mail to webmaster@sitel.com.

TAX STRATEGY

Effective date: December 12, 2017.

Introduction
This document sets out Sitel’s policy and approach to conducting its tax affairs and dealing with tax risk. In making this document available, Sitel and specifically its UK affiliates, fulfill its responsibilities under paragraphs 19 and 22, Schedule 19, of the Finance Act of 2016 in the UK. This document will be reviewed annually.

Overall Tax Policy
Sitel seeks to conduct its tax affairs with the following objectives by:

  • Complying with all relevant laws, rules, regulations, reporting and disclosure requirements wherever we do business;
  • Applying professional diligence and care in the management of tax matters and risksand ensure appropriate governance and assurance procedures; and
  • Foster professional, transparent and constructive relationships with tax authorities based on concepts of integrity, collaboration and mutual trust.

Approach to Tax Risk and Governance
Given the scale and international breadth of Sitel’s business and volume of tax obligations, risks will predictably arise in relation to the interpretation of tax laws and the nature of compliance arrangements and obligations. Sitel seeks to ensure internal controls are in place to identify tax risks and analyze them appropriately and elevate and address at the appropriate levels within the organization. Diligent professional care and judgment is employed to assess tax risks to arrive at well-reasoned conclusions on how these risks should be managed. When uncertainties of the application or interpretation of tax law arise, appropriate professional advice or advance rulings or instruction from tax authorities may be obtained.

Attitude toward Tax Planning
Sitel undertakes tax planning and utilizes intended reliefs and incentives as a part of its overall business strategy. Sitel does not undertake transactions exclusively driven by a tax planning purpose. Sitel seeks to comply with all applicable laws and regulations in the countries in which we operate, acting in ways that reflect the intention of the law as well as the letter, while maximizing Sitel’s shareholder value. Sitel views compliance with tax legislation as a key to managing the company’s tax risk and understands the importance of tax in the wider context of business decisions.

Relationships with Tax Authorities
Sitel is committed to transparency and professionalism in its approach in interacting with taxing authorities wherever the company operates. All dealings with tax authorities and other relevant bodies are conducted in a collaborative, courteous and timely manner. Sitel strives for early agreement on disputed matters and achieving certainty whenever possible.

UK Modern Slavery Act Statement

The terms “Sitel” or the “Company” as used in this website refer to Sitel Group and its affiliates, unless otherwise stated or indicated by context. The term “facilities” or “sites” refers to entities or locations owned or operated by subsidiaries or affiliates of Sitel. References herein to “Sitel Group Associates” “Sitel Group Associates” or to “our associates” refer to employees of affiliates of Acticall  Sitel Group.

Sitel Group has developed this statement to comply with the UK Modern Slavery Act 2015. It outlines our commitment to preventing modern slavery across our company and supply chain.

Sitel Group strives to ensure that our workplaces and those of our suppliers are free from modern slavery and exploitation. Nevertheless, we have a zero tolerance approach to modern slavery in our business and supply chain, enforced through strict global policies and procedures.

This statement relates to activities during the 2016 financial year.

Our company

Sitel Group is one of the world’s leading outsourcing providers of customer experience management.

We collaborate with some of the best-known global brands to harness the industry’s transformation and help consistently deliver outstanding customer experiences. With over 30 years of industry-leading experience, our 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries.

Sitel Group UK Limited is an indirect wholly owned subsidiary of SITEL Worldwide Corporation and a member of the Sitel.

Our supply chains

We consider the risk of slavery or human trafficking within our supply chain to be low. In general, our supply chain involves suppliers of facilities management services, interior design and refurbishment, IT and telecoms, temporary staff and professional services. Sitel Group UK’s suppliers are typically based in the UK.

Sitel Group strives to maintain the highest standards of employee conduct and ethical behaviour. In all of our dealings with suppliers, we strive to ensure that the highest ethical standards are reached at all times. We have adopted policies to address workplace issues such as working hours, child labour, forced labour, non-discrimination, freedom of association, health and safety and the environment. These policies apply to our own business, and we encourage businesses throughout our supply chain to adopt and enforce similar policies in their own operations.

Our policies

Sitel Group has adopted the following policies that describe our approach to the identification of modern slavery risks and steps to be taken to prevent slavery and human trafficking in its operations:

  • Global Anti-Modern Slavery and Child Labour Policy: contains guidelines, standards, and procedures intended to ensure that Sitel Group and those acting on our behalf understand and abide by the applicable anti-child labour, anti-human trafficking and anti-modern-day slavery laws, rules, and regulations.
  • Global Corporate Social Responsibility Statement: recognizes Sitel’s commitment to act responsibly, ethically and with integrity in our interactions with all stakeholders be they our associates, clients, suppliers, or the communities and environment in which Sitel Group operates.
  • Global Code of Conduct and Ethics: outlines the principles that guide our business dealings, communications and conduct. These principles are incorporated into or referenced in many Sitel Group policies and make clear to associates the actions and behaviour expected of them when representing Sitel. Sitel Group conducts business with integrity, in accordance with the highest ethical standards, in compliance with all applicable laws and regulations, and respects accepted international standards for human rights.
  • Supplier Code of Conduct and Ethics: Suppliers are an integral part of our success and we expect the same commitment from suppliers as we do for ourselves. Sitel Group expects suppliers to comply with our Supplier Code of Conduct principles and to in turn apply those to supplier’s own vendors which deliver goods and services for Sitel.
  • Global Corporate Social Responsibility Policy: As a complement to Sitel’s Code of Conduct and Ethics, we have adopted a Corporate Social Responsibility policy to document our commitment to best practices in the area of CSR and compliance with all applicable work and labour legislation in the operation of our business as well as with prevailing human rights international practices.
  • Global Procurement and Vendor Management Policy: establishes that Sitel’s procurement decisions will take into account not only price, quality and reliability of service, but also how potential suppliers treat the people, communities, and environment in their sphere of influence. Sitel Group vendors commit to comply with all requirements passed through by Sitel Group clients and with any Sitel Group Corporate Social Responsibility requirements or policies from time to time adopted and communicated to vendors.

Our procedures and due diligence

Our processes include actions to safeguard against human rights abuses in our supply chain, including:

    • Sitel’s global procurement process requires suppliers to acknowledge compliance with our Supplier Code of Conduct and Ethics, which outlines suppliers’ obligations on child labour avoidance, freely chosen employment, fair and dignified treatment of employees and a healthy and safe work environment. We reserve the right to terminate our relationship with a supplier if issues of noncompliance with our policies are discovered and/or noncompliance is not addressed in a timely manner.
    • Our standard procurement process is supplemented by our policies, which expand on our expectations and suppliers’ obligations on specific topics such as Sitel’s Supplier Code of Conduct and Ethics that outlines our prohibition of child labour, harassment, inhumane treatment and any infraction of the law, and our support to voluntary and freely chosen employment.
    • Sitel Group encourages all our associates, clients and other business partners to report any concerns related to the direct activities or the supply chains of the organisation. This includes any circumstances that may give rise to an enhanced risk of slavery or human trafficking. Sitel’s confidential reporting procedure includes an ethics hotline, which is answered by an independent company and reports may be submitted anonymously to ensure individuals are comfortable disclosing concerns without fear of reprisal. Sitel Group strictly prohibits and expects its suppliers to strictly prohibit retaliation against any person for making a report in good faith or cooperating in an investigation.

  • All matters raised via our ethics hotline or through the auditing processes are diligently investigated and appropriate action is taken in accordance with our compliance standards.
  • All Sitel Group vendors are appropriately vetted to ensure that that they are capable of adhering to Sitel’s internal standards. Any security, ethical or suspicious circumstance identified during our vendor assessment processes will be reported by the Vendor Managers and properly investigated.
  • Standard supplier contract clauses are included in our supplier agreements requiring compliance with the Act and in pertinent cases, requires more vigilant monitoring of high-risk suppliers.
  • We regularly conduct internal training on our Code of Conduct and Ethics with our leadership teams.
  • Sitel Group has raised awareness of modern slavery issues in regular staff communications. These communications explain to staff: the basic principles of the Modern Slavery Act 2015; how employers can identify and prevent slavery and human trafficking; what associates can do to flag up potential slavery or human trafficking issues to the relevant parties within the organisation; and what external help is available, for example through the Modern Slavery Helpline.
  • Suppliers are required to demonstrate that they provide safe working conditions where necessary, treat workers with dignity and respect, and act ethically and within the law in their use of labour.

UK Gender Pay Report

“We strongly believe in living and supporting an equal opportunities approach across our business, which is reflected not only in our company values but also in almost even split of male and female associates in our workplace at Sitel UK”

-Karl Brough, General Manager UK&I

Download Sitel UK Gender Pay Gap Report

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