Sitel Positioned in Leaders Quadrant for Customer Management Contact Centre BPO Worldwide

Sitel, a global customer care provider, was recently positioned in the Leaders quadrant in the 2012 Customer Management Contact Centre BPO report by Gartner (News - Alert), Inc.

The annual report evaluates dealers and vendors on a specific series of strict criteria related to both company vision and the ability to implement it.

 “We believe Sitel’s positioning in Gartner’s Leaders Quadrant further confirms our mission to serve as a trusted partner to our global clients. In the new year (2013), Sitel will continue to expand our omnichannel customer care approach, and invest in the right people, processes and technologies,” said Bert Quintana, president and chief executive officer at Sitel.

According to the Customer Management Contact Center BPO, there have been four key managing trends that have emerged in the last 12 months, which are essential to the Customer Management Contact Center BPO business. They include:

• Rise of New Markets – A demographic and socioeconomic evolution of the big contact center BPO buying markets, i.e. North America and Western Europe. Also uncovers the rise of emerging markets in developing and non-English-speaking markets.
• Mobile Evolution – The increasing numbers of mobile devices and the interaction on such devices are driving demand for contact center outsourcing in both existing and in emerging markets.
• Development of Non-Voice Channels – The growth of automated and non-voice services that are driven by innovation and technological changes.
• Sustained Service Provider Consolidation – It’s projected that the service provider landscape will only continue to consolidate over the next three years as service providers continue to drive revenue growth and market share through mergers.

For over a quarter of a century, Sitel’s industry experience, infrastructure and product innovation has delivered unmatched contact center services for most of the world’s most renowned brands. It has also been named twice as the top overall call center outsourcing provider in Datamonitor’s annual Black Book of Outsourcing survey.

It supports over 300 clients in 36 languages from over 135 centers in over 26 countries. The company is privately held and majority owned by Canadian diversified company, Onex Corporation.

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