Companies with a global reach and keen focus on customer service have been known to leverage call center outsourcing business models to cost-effectively support a growing client base. While not all stories are rooted in happiness, those offered by Sitel generally have proven success stories that support the move to call center outsourcing.
As captured in this case study, Sitel partnered with one of the world’s largest direct sellers of personal computers in 2000.The two worked together to deploy a global sourcing strategy that called for call center outsourcing locations in the Philippines, India and the United States. The facilities offered high quality support for multi-channel technical and warranty issues, as well as IT management and hosting, IVR-based self help and faxback solutions.
This approach to call center outsourcing helped the personal computer seller to drive revenue growth, strengthen its brand, build customer loyalty and deliver operational cost savings as a result of the global sourcing solution. The results from this call center outsourcing initiative demonstrated the strength of the partnership and the effective reach Sitel has in the marketplace.
As a result of the call center outsourcing agreement with Sitel, this computer marketer has been able to increase its revenue per call by 100 percent in just three months; bring average handle time to 10 percent below target; reduce service costs by 70 percent with its up-sell strategy; increase customer satisfaction by 16 percent; increase customer issue resolution by 20 percent in a 12-month period; and honor Sitel with a quarterly vendor award recognizing globalization, flexibility, cost and quality three times.
In the call center outsourcing space, Sitel offers a unique service model to create business process outsourcing solutions that appeal to businesses throughout the global market. The company offers an integrated talented global workforce, proprietary and proven processes, as well as a world-class infrastructure.
There are three key components to the call center outsourcing offered by Sitel. First, the global sourcing element enables the company to select the best option for its clients from more than 135 centers throughout the world. The main focus in global sourcing is flexibility so that the most appropriate talent and skills are leveraged to fit the needs of the client.
Second, the company takes a global approach to standard operations. Sitel’s proprietary set of processes and methodology ensures the delivery of exceptional customer experiences. The company’s operating standard is focused on applying 32 years of experience supporting 2.5 million customer interactions a day to deliver consistent service every day for every client.
Source:http://call-center-outsourcing.tmcnet.com/topics/call-center-outsourcing/articles/201123-sitel-delivers-excellence-with-call-center-outsourcing-methods.htm
