Go BackSitel ranked best global contact centre
Sitel, a leading global business process outsourcing (BPO) provider announced it was ranked as the best global contact centre in the 2008 Black Book of Outsourcing survey, for demonstrating a single-minded goal to deliver return on clients' investments in their customers.
The Brown-Wilson Group conducts annual surveys of CEOs, CFOs, CIOs and other top executives at Fortune 2000 and Inc. 500 organisations to understand users' experiences with global outsourcing service providers, and then compiles the results in The Black Book of Outsourcing, a bestselling international resource manual.
"Sitel ranked among the top suppliers due to its continuous focus on customer satisfaction in call centre services. Sitel successfully engages and manages outsourcing relationships as recognised by their clients," said Scott Wilson, Partner, Brown-Wilson Group and co-author of The Black Book of Outsourcing. According to the survey, Sitel remains the only "pure play" call centre BPO in the top 50.
"As outsourcing continues to grow, it's become a vital, strategic tool for companies across the globe. We have worked tirelessly to hone our focus on quality, client satisfaction and overall return on customer investment," said Dave Garner, CEO of Sitel. "To see our efforts validated by a top BPO ranking is a wonderful achievement, and we are extremely pleased that the talents of all of our employees worldwide have been recognised and endorsed so highly."
The Black Book of Outsourcing compares outsourcing vendors of all types, including IT consultants, engineering services outsourcers, call centres, finance and accounting outsourcers and human resources outsourcers. The 2008 rankings are based on survey results from nearly 25,000 outsourcing decision makers and were announced on July 7, 2008 in The Wall Street Journal.
To learn more about the rankings, visit http://TheBlackBookOfOutsourcing.com.
About Brown-Wilson Group
Brown-Wilson Group's research mission is to offer balanced, objective and unbiased results to help organisations maximise significance, increase speed-to-results, and mitigate risk in outsourcing/sourcing initiatives. Brown-Wilson Group, based in Clearwater FL USA, measures their own success via clients' ability to achieve and sustain significant improvements in their outsourcing decisions from aligning customer experience research and strategies that stand the test of time.
About Black Book 50 Methodology
The fifth annual Black Book survey for Brown-Wilson Group's "50 Best-Managed Global Outsourcing Vendors" was distributed electronically to customers, employees, buyers, contractors and users world-wide and available at www.theblackbookofoutsourcing.com. In March, surveys were sent to the nearly 30,000 outsourcing decision makers who were verified in the previous surveys, followed by 400,000 additional invitations sent to individuals in corporations, businesses, organisations and government agencies who use, offer and are employed in outsourcing services or pre-registered for the survey on the Black Book website.
Survey entry access codes were available only one time per outsourced function. The survey closed on May 12, 2008. The 26 key performance indicators of vendor satisfaction with supplier leadership are posed with a scoring basis of 0 to 10 (0= deal breaking dissatisfaction and 10= overwhelming exceeded expectations) per criteria. Additionally, 18 key performance indicators in operational excellence are also balloted for later study and custom reporting throughout 2008 for outsourcing clients, buyers, prospective users, analysts, consultants, media and investors.
About Sitel
Sitel is a global Business Process Outsourcing (BPO) leader. The company meets clients' customer care and transaction processing needs through 66,000 associates in 27 countries. Sitel provides world-class solutions from on-shore, nearshore and offshore locations across 140+ facilities throughout North America, South America, EMEA and Asia Pacific.
The company's award-winning services provide clients with the strategic insight, scale and diversity of offerings to ensure the best return on their customer investment. The company is privately held and majority owned by Canadian diversified company, Onex Corporation. For more information, please visit www.sitel.com.
Date - 30/07/2008
