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Outsource magazine: thought-leadership and outsourcing strategy | August 22, 2017

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Business process outsourcing provider Sitel opens another call centre in Bulgaria

  • On November 6, 2014



Sitel, a leading global provider of customer support services, will open its second Bulgarian location in Varna. From Varna the company will provide German-speaking customer service for a well-known company in the telecommunications sector from February 2015 onwards. Additional international customers shall be served with multi-lingual customer service from Varna in subsequence. Sitel plans to hire about 100 employees until the end of 2015. Recruitment has already started. Sitel is already present in Bulgaria since 2006 with a location in Sofia – and also wants to continue to grow over there.

The location in Varna is the fourth near shore location of Sitel in Eastern Europe. The global provider of customer support services already successfully operates call centres in Belgrade, Sofia and Warsaw. The decision to open another site in Eastern Europe is line with Sitel’s strategy. “We need to provide a clear value-add for our customers and create “win-win” situations. That is combining the best possible service offer at a competitive price.” says Christian Steinebach, Managing Director Germany, Eastern Europe & Netherlands, adding: “The pressure on prices will continue to rise, because many of our clients operate in highly competitive, saturated markets. As a consequence we take up the market trend towards near shoring and grow there.”

Varna is the third largest city in Bulgaria and provides an attractive demographic structure. Five universities and many high schools in which the foreign languages ​​German, English, French and Spanish are taught form the basis for well-trained and qualified staff. The large catchment area with nearly 650,000 inhabitants also offers plenty of opportunities to attract new employees with appropriate qualifications. To ensure a smooth implementation the Sitel branch in Sofia supports Varna during the start-up phase. Ingo Liendgens, HR Director Germany, Europe & the Netherlands explained: “The construction of the new site takes place in stages. The new employees initially will undergo an intense introductory session in order to familiarize them with the quality standards of Sitel. The Go Live with the first campaign is scheduled for early February.”

Sitel sees itself as a quality leader in the competitive environment. Uniform and standardized processes at all sites guarantee high quality at fair price. For this reason – despite the current tight market situation – Sitel confirms its strong commercial performance and continues its successful course.

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 29 years of industry experience, Sitel’s 56,000 employees support clients with CRM contact center 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 programs. Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs 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.

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