PRESS RELEASE: Sitel, a leading global customer care provider, today announced plans to hire approximately 11,000 new team members, including 1,200 posts in the UK.
Through the worldwide hiring campaign, new team members will support Sitel’s expanding business supporting leading companies in a wide range of industries, including Communications, Financial Services, Retail, Manufacturing and Consumer Electronics. Agents will provide industry-leading onmi-channel customer experiences, including web chat, social media and telephone.
Sitel UK workforce almost doubles in 2014
Over the course of 2014, Sitel has seen significant growth which has almost doubled its UK workforce to over 3,000 staff. Given new contract wins from well-known retail, public sector and financial services brands, the company also recently added a new customer contact centre in Coventry to its nationwide network.
Karl Brough, Regional Director for the UK and Nordics at Sitel, commented, “Our success in 2014 is testament to the commitment and passion of our people in delivering outstanding service to our growing customer base. We have seen first-hand the positive impact of an inclusive, results-focused workplace culture and look forward to welcoming 1,200 new colleagues to our UK team.”
Sitel’s market growth in 2014 extends beyond new career opportunities. In addition to maintaining a position in the Leaders quadrant of the Gartner Customer Management Contact Center BPO report, Sitel awards included:
• Karl Brough being awarded the European Call Centre and Customer Services Awards Lifetime Achievement Award 2014
• Being named amongst the Global Outsourcing 100 best outsourcing service providers by the International Association of Outsourcing Professionals (IAOP)
• Receiving Stevie Awards for Sales & Customer Service from multiple business units and geographic locations
• Being named a 2014 CRM Service Leader by CRM Magazine
• Recognition for Excellence in Omni-Channel Customer Engagement from Frost & Sullivan
Multi-language omni-channel customer support set to be a key trend in 2015
Looking to the New Year, Sitel expects continued customer interest in multi-language omni-channel support as they turn to customer support as a differentiator. In addition to collaboration across Sitel’s international operations to offer round-the-clock customer support, the company is hiring multilingual staff in the UK.
Brough added, “Companies seeking differentiation in highly competitive markets increasingly recognise the power of customer service in delivering a seamless customer journey. With mobile and social now cornerstones of the customer experience and with consumers switching between devices, it is more important than ever that companies get their strategy right.”
Focus on customer care careers
The company promotes leaders almost exclusively from within, creating career opportunities, not jobs. Many of Sitel’s top executives, including President and CEO Bert Quintana and the UK’s Karl Brough, started their careers in entry-level roles of the customer care industry, progressing to take management positions within the firm.
“Career path development is a foundational building block for Sitel. Through our people-first culture and an extensive investment in training, we provide opportunities for growth and career advancement, regardless of past business experience,” said Sitel’s Chief Human Resources Officer, Elsa Zambrano. “This is a rewarding field for self-motivated individuals, and we’re excited to meet, hire, train and promote the next generation of leaders.”