Work at Home Solutions

Dedicated to Making People’s Lives Better – by extending rewarding work experiences into the home

Sitel’s work at home solution delivers superior customer experience by best-in-class agents that are flexible enough to meet your business needs and passionate about your brand. Powered by a secure platform, this engaged team enjoys better work-life balance and is driven to deliver optimal customer satisfaction.

Fast Ramps
Flex Scheduling
Omnichannel Dexterity
Business Continuity

Virtual Communication Suite
Centralized Coaching
Stable and Secure Virtual Platform

Unique Agent Profile
Recruiting Top Talent
Extensive Training

Acclaimed Remote Engagement Model
Work/Life Balance
Lower Attrition/Absenteeism
Higher eNPS and NPS

How we have leveraged Sitel at Home to help shape our client’s business

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Keeping Up with Seasonal Demands

  • Objective
    Provide a solution to meet Intuit’s seasonal business demands. This included delivering specialized talent ready to serve and meet ramp ups throughout the year.
  • Solution
    SEASONAL DEMAND SCHEDULE
    Ability to meet required staffing levels to support seasonal ramp up over several peaks throughout the year
    CUSTOMIZED RECRUITING
    Implemented specific skillset assessments including proficiency in desktop navigation, problem solving through role play and high communication skills
    INTUIT CULTURAL AND OPERATIONAL PARTNERSHIP
    Developed Center of Excellence for Intuit and available leadership staff
    RIGOROUS PERFORMANCE STANDARDS
    Agents adhered to high Sitel’s Global Operating Standards (GOS) as well as offered agent support advocate
  • Results
    • Achieved top NPS score among all other Work at Home BPO competitors with a 5 point positive impact
    • Decreased call transfers by 15,000/year
    • Successfully ramped tax season from 22 to 600+ agents

Additional Resources

DATA SHEET

Sitel at Home