Sitel positioned as leaders of the Gartner Magic Quadrant

Sitel, a leading global customer care provider, today announced it has been positioned by Gartner, Inc. in the Leaders quadrant of Gartner’s 2013 Customer Management (CM) Contact Centre BPO report. The report evaluates vendors through a series of stringent criteria related to the ability to execute and completeness of vision. 

In the report, Gartner Research VP TJ Singh notes, “Leaders demonstrate market-defining vision and the ability to execute against that vision through CM contact centre BPO services, a superior market share (among the top 10 providers in regions where they compete), and solid references for CM contact centre BPO services worldwide, including a cross section of vertical industries. Leaders also have superior investments in innovative CM contact center BPO service offerings, business/pricing models and service delivery models. They have a superior understanding of client needs and of current market conditions and they are actively building competencies to sustain their leadership position in the CM contact centre BPO market across multiple regions. The CM contact centre BPO service providers in this Leaders quadrant generally also have strong global and regional service delivery operations and deep technology to leverage, and they deliver above-average customer experience.”

Singh forecasts continued growth and opportunities for the industry, stating, “The worldwide CM contact centre BPO market is forecast to grow steadily at a 5.2% compound annual growth rate (CAGR) from 2013 through 2018. By the end of 2018, Gartner estimates the CM contact centre BPO industry will achieve a market size of $42.4 billion. Therefore, Gartner believes the opportunities for growth in market share are robust for those companies willing to aggressively make investments in marketing, sales and Process Enhancement Technologies and Services (PETS) and acquisitions.”

“We’re pleased to be positioned in the Leaders Quadrant of the Customer Management Contact Centre BPO report. Sitel continues to advance its role as a world leader in outsourced customer care innovation and deliver tangible benefits for our clients and their customers,” said Bert Quintana, president and chief executive officer of Sitel. “In 2014, Sitel will continue to broaden its competitive advantages, expand its omnichannel capabilities and further invest in the right people, processes and technologies.”

To receive a complimentary copy of the Gartner Magic Quadrant for Customer Management Contact Centre BPO Worldwide, 2013 report, please visit:

About Sitel

As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With over 28 years of industry experience, Sitel’s 58,000 employees support clients with CRM contact centre services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programmes. Support operations span from home based agents to 110+ domestic, nearshore and offshore centres in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programmes on behalf of some of the best known brands in the world in 40 languages. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation. For more information, please visit

About the Magic Quadrant

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.