Industry Recognition

Sitel Group has a proven record of providing industry-leading solutions.
Our commitment to excellence has been rewarded with an array of service awards and recognition.

2017 Awards

Leader in the Gartner Magic Quadrant TM for 7 consecutive years

Gartner’s Magic Quadrant for customer management business process outsourcing services evaluates key service providers in an evolving growth market. Sourcing and vendor management leaders need to know what differentiates these providers in a rapidly changing market.


IAOP Global Outsourcing 100 for 13 consecutive years

The Global Outsourcing 100 is an annual ranking by IAOP of the world’s best outsourcing service providers. Companies included on the list will have demonstrated their global excellence and are judged on five critical characteristics: size and growth, customer references, awards and certifications, programs for innovation and Corporate Social Responsibility.


CCW Excellence Awards

The CCW Excellence Awards honor, recognize and promote the most innovative call center solutions and individuals over the past year. The awards are dedicated to recognizing superior thinking, creativity and execution across the full spectrum of call center functions.

European Contact Centre and Customer Service Awards 2017

The European Contact Centre and Customer Service Awards (ECCCSAs) are the largest and longest-running awards in the customer contact industry, with 17 European countries represented. Sitel Group was honored with three accolades at the ceremony in November 2017.


Gold Winner “Best Outsourcing Partnership of the Year”
Sitel was awarded for their partnership with client John Lewis, a successful and long-standing partnership. In 2010, Sitel’s began its relationship with John Lewis Sitel’s Exeter site and has since been extended to Plymouth where the team is focusing on the consistent and high-quality delivery of customer care and technical support services across John Lewis’ network of stores and online business.


Silver Winner “Most Effective Learning & Development Programme”
Sitel’s Newcastle team was recognized for their innovative and engaging approach to learning and people development both internally and in the community. This program supports more than 300 learners within the site and enables site growth more than 74 percent. The program has also enabled approximately 70 percent of non-agent positions to be filled via internal career development pathways.


Highly Commended Outsourced Contact Centre of the Year
The CCMA recognized the outstanding achievements and the team at Sitel Swansea with the new accolade of ‘Highly Commended Outsourced Contact Centre of the Year.’


Asia’s Best Employer Brand Awards 2017

The World HRD Congress presented Sitel Group India with Asia’s Best Employer Brand Awards 2017. The Employer Branding Institute is a virtual organization in which senior HR leaders connect with each other to share the best practices in Employer Branding. Outstanding professionals around the world who contribute to talent management, talent development and talent innovation are part of the Employer Branding Institute.


Training Top 125

Training magazine’s Training Top 125 Award winners are the organizations with the most successful learning and development programs in the world. The Training Top 125 is the only report that ranks companies unsurpassed in harnessing human capital.


Sitel Group awarded  for Inbound Sales Service & Help Desk Service

Sitel Group was awarded with the CRC Oro Awards in Inbound Sales for its service to Orange 1414 and the Help Desk award for its service to HP Instant Ink within the framework of the 18th Expo Customer Relationship, a key event for companies of outsourcing services industry in Spain.

The Inbound Sales Award was received by the Sitel Group and Orange teams whereas the Help Desk Award was received by Javier Pacho, Contact Center Operation Manager HP, along with José Luis Yuste, Operations Director in Sitel, and Sergio Pinto, Operation Manager Sitel. Esmeralda Mingo, Managing Director of Sitel Group in Spain, says: “These awards are the recognition of our commitment with our clients and the effort and motivation of our associates”.

CRC Gold Awards are organized by the Spanish Association of Experts in Customer Relationship (AEERC), with the collaboration of IZO and IFAES. This award recognizes the excellence of companies through a comprehensive audit in which quality metrics are evaluated, strategy and vision of each company, people management and management of each operation and the technology implemented.


Sitel Group Portugal awarded by APCC for IT and Consumer Electronics Campaigns

Sitel Group Portugal was recognized with the Silver and Bronze Awards for their LG and GoPro campaigns in the category of IT and Electronics of the APCC (Portuguese Contact Center Association) Best Contact Center Awards 2017.

These awards demonstrate the importance these brands attribute to their customer support services by investing in the implementation of a multilingual contact center in Portugal and properly prepared and sensitized to deal with the needs and specifics of each consumer. APCC BEST AWARDS’ aim to distinguish organizations that stand out for the implementation and adoption of Best Practices in the Contact Center industry in Portugal – whether at the strategic, operational, technological and human capital levels-, and contribute to the recognition and appreciation of this industry.


PMAP People Manager of the Year 

The People Management Association of the Philippines (PMAP) awarded Haidee Enriquez, VP, Operations, Sitel Group Philipppines, the People Manager of the Year award for 2017.


Customer Care Palmes 2017 Award

The French Customer Relations Association (AFRC) presented The Social Client with the Customer Care Palmes 2017 award. At their industry event of the year, the Jury singled out Orange Business Services and The Social Client for their “bar à tutos” initiative: a self-care and sharing community that has reinvented B2B technical support.

AFRC (or Association Française de la Relation Client) is a professional association that has been a key stakeholder in French Customer Relations since it was founded in 1998. It spearheads a community of companies who are trying to effect a transformation in business through better Customer Experience and employee buy-in. It provides a think-tank and a forum for its 3,500 members and 250 businesses across 22 sectors.


What If Artificial Intelligence Could Make Us More Human? receives ‘Digital Essay of 2017’ at Hub Awards

What If Artificial Intelligence Could Make Us More Human? by Arnaud de Lacoste, Chief Marketing & Innovations Officer, Sitel, was awarded the Digital Essay of 2017 award at the annual Hub Awards’ ceremony. The Hub Awards, put on by France’s Hub Institute, are made up of six categories: Tech, Inno & Data, Marketing & Customer Experience, Culture and Organizations, Performance Measurement, the G9+ Institute prize for most innovating Start-ups & Scale-ups and Digital Publication of the Year.

Competing in the last category, meant to recognize the most inspirational and pedagogical works released this year, Le Seigneur des Robots received the highest award.

The book is a result of two years’ worth of research, exploratory trips and encounters by Arnaud de Lacoste. In his analysis, he looks past buzzwords and doomsday apprehensions fuelled by our media and soberly unlocks the positive potential of AI.

2016 Awards

Sitel Group Positioned as a Leader in Gartner Magic Quadrant for Customer Management Contact Center BPO for Sixth Consecutive Time

Sitel Group is positioned in the “Leaders” quadrant of independent analyst firm Gartner Inc.’s recent report, 2016 Magic Quadrant for Customer Management (CM) Contact Center BPO1. This is the sixth consecutive report in which Sitel Group has been named a Leader.

According to Gartner, “Leaders demonstrate market-defining vision and the ability to execute against that vision through CM contact center BPO services, a superior market share, and solid references for CM contact center BPO services worldwide, including a cross section of vertical industries. Leaders also have superior investments in innovative CM contact center BPO service offerings, business/pricing models and service delivery models. They have a superior understanding of client needs and of current market conditions, and they are actively building competencies to sustain their leadership position in the CM contact center BPO market across multiple regions. The CM contact center BPO service providers in this Leaders quadrant generally also have strong global and regional service delivery operations and deep technology to leverage, and they deliver above-average customer experience.”


Sitel Group CRC Gold for its Customer loyalty and retention service provided to Orange

Esmeralda Mingo, Sitel’s managing director for Spain, received the award in a ceremony celebrated October 2016, at the Presidential Balcony of the Santiago Bernabeu Stadium, Madrid, within the framework of the 17th Expo Customer Relationship, a key event for companies of outsourcing services industry. “The CRC Gold Award is the recognition of our long partnership with Orange. The Customer loyalty and retention service is an added value program for the company’s customers showing that customers are at the core of all decisions,” said Esmeralda Mingo.

CRC Gold Awards are organized by the Spanish Association of Experts in Customer Relationship (AEERC), with the collaboration of IZO and IFAES. This award recognizes the excellence of companies through a comprehensive audit in which quality metrics are evaluated, strategy and vision of each company, people management and management of each operation and the technology implemented.


2016 IAOP Global Outsourcing 100 Award

Sitel Group was ranked One of the World’s Best Outsourcing Service Providers for the 11th Consecutive Year in the Leaders category, as determined by the International Association of Outsourcing Professionals® (IAOP®), the global, standard-setting organization and advocate for the outsourcing profession.

The 2016 Global Outsourcing 100 recognizes the world’s best outsourcing service providers and advisors. Judging was based on a set of measurable standards as well as an evaluation by a panel of industry-recognized outsourcing leaders. There were two new categories added in 2016 and some revisions made to the categories judged in 2015. Companies were judged on six critical characteristics: size and growth, awards and certifications, programs for innovation, overall revenue as a leader, and number of countries being served worldwide. The list includes the biggest and best companies from around the world that provide the full spectrum of outsourcing services.


Sitel’s Regional Finance and Business Intelligence Director wins CFO of the Year

Lilia Hitz-Tcholakova, Sitel’s Finance & Business Intelligence director for Germany & Eastern Europe, Named Forbes and Ernst & Young 2016 CFO of the Year in the category “Planning and Budgeting.”

The CFO of the Year award is a prestigious recognition for finance and business leaders of companies, operating in Bulgaria and the Balkan Peninsula. Honors are distributed across five different categories by a board consisted of influential financial executives, prominent members of the academia, and government policy-makers. Nominees are evaluated on the grounds of achievements in financial performance, strategic direction, ethical standards held, innovations introduced across the company, as well as personal integrity and values, and key team initiatives success.


Sitel Group Presented with Frost and Sullivan Award

Sitel Group was recently presented with Frost and Sullivan’s Award for Customer Value Leader-ship in the North American Customer Care Outsourcing industry.

Frost & Sullivan has a global team of analysts and consultants continuously researching a wide range of markets across multiple sectors and geographies. As part of this ongoing research, they identify companies that consistently deepen customer relationships by offering superior products and services that deliver a clear, demonstrable ROI. This research involves extensive primary and secondary research across the entire value chain of major service providers and specific Omnichannel offerings.

To achieve leadership in Customer Value is never an easy task, but it is one made even more difficult due to today’s competitive intensity, customer volatility, and economic uncertainty—not to mention the difficulty of innovating in an environment of escalating challenges to intellectual property. Within this context, our receipt of this Award signifies an even greater accomplishment.


Sitel Group Named a Top 50 Teleservices Agency

Sitel was named to the CUSTOMER 31st Annual Top 50 Contact Center Outsourcing Ranking by TMC, a global, integrated media company.

The Top 50 Contact Center Outsourcing Ranking recognizes the top inbound and outbound teleservices agencies, both domestic and international, as well as interactive inbound. Teleservices agencies are ranked for being the largest agencies in the industry as measured by the amount of billable teleservices minutes completed during a one year timeframe.

“Based on their total billable minutes, the editors of CUSTOMER have ranked Sitel Group as a Top 50 outsourced contact center agency,” said Rich Tehrani, CEO, TMC. “This ranking is truly the benchmark for choosing large-size, large-capacity contact center services.”


Acticall Receives Prominent International Pioneer Award

In France, the service industry is the first employer with a large number of companies with three components in common: entrepreneurial DNA, a driven energy and job creation. In the French media sector, BFM Business Radio and TV (BFMTV) holds a predominant position (the equivalent of Bloomberg in the U.S.) with a broad and premium audience. For the first time this media player has just created a new award dedicated to the service industry and has honored five companies. Among the prize-winners: McDonald’s, Sodexo, AccorHotels and the Group Acticall.

The title of the award is “Prix du Pionnier International” (International Pioneer Award). The Group Acticall was distinguished for its tremendous international expansion.