Sitel, the leading global business process outsourcing (BPO) provider, was awarded the Best Outsourcing Partnership of the Year in The European Call Centre Awards (ECCA) for its partnership with Philips. Now in its 15th year, ECCA rewards individuals and companies that have made a significant impact on the industry over the previous 12 months.
The Best Outsourcing Partnership of the Year category seeks to recognise a partnership that exemplifies effective integration, investment in the relationship and transparency with two-way communication channels between the client and the outsourcer.
Philips has partnered with Sitel for seven years to provide customer care services across Europe. From Sitel’s Barcelona site, 266 staff support Philips customers in Spain, France, Italy Portugal and Greece with all inbound customer service enquiries via phone, email, web chat and post. As a result of the partnership, Philips has experienced profitable growth and an increase in customer loyalty.
Sitel’s Barcelona facility is state of the art and designed with Philips in mind. Philips branding is represented throughout the facility and employees have access to a Chill Out area where they can experience the full range of Philips products. Employee engagement scores are consistently high, demonstrating the success of the integration between Sitel and Philips and the high level of employee satisfaction in general.
“The journey to bring consumers the power of sense and simplicity in each and every individual interaction with Philips started 1.5 years ago with the move to the new facilities in the technological area of Barcelona, Spain, in close partnership with Sitel,” said Miguel Angel Hernanz, Senior Director Consumer Care South & East Europe, Philips Consumer Lifestyle. “This European award is a compliment to the complete Philips-Sitel Barcelona site where 266 colleagues support customers and consumers in Spain, France, Italy, Portugal and Greece with all inbound customer service enquiries via phone, email, web chat and mail.”
“Sitel recognises the importance of immersing associates in the client’s brand. At every stage, our employees are fully integrated with Philips and made to feel that they work for the client,” said Joe Doyle, marketing director EMEA, Sitel. “We are honoured to receive this award, which highlights our commitment to creating value for our clients and their customers through strong and collaborative partnerships.”
Source:http://www.callcentreclinic.com/news/outsourcers/sitel-awarded-best-outsourcing-partnership-for-its-work-with-philips-44422.htm

