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Outsource magazine: thought-leadership and outsourcing strategy | August 23, 2017

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Call Centre

Come see us again: why customer service matters in healthcare

May 2, 2017 |

The notion of healthcare quality being measured only based on the level of medical care given to patients is on its way to a complete disappearance. From our position in the healthcare contact centre space, we have been witnessing more … Read More

The tip of the infosec iceberg?

March 20, 2017 |

Recent stories by, amongst others, the BBC detailing large, well-organised and presumably very profitable scamming organisations targeting UK TalkTalk customers have hardly helped the already-lowly reputation of offshore contact centres – but may unfortunately be only the tip of a … Read More

Why South Africa can capitalise on Brexit

December 2, 2016 |

Recently I attended the Brexit & Global Expansion Summit in London, an event that brought together politicians, businesses and investors for discussions on the investment implications of Britain’s tectonic decision to leave the EU.

One of the sectors we discussed in … Read More

US candidates return to familiar outsourcing arguments

September 2, 2016 |

For as long as I can remember, arguments about outsourcing have played a part in the US election cycle. In the final stages of the presidential election the two candidates will make promises they can’t keep and declarations about how … Read More

Driving outsourcing along the customer journey

July 29, 2016 |

Outsourcing has come a long way. I can remember publishing my first book in 2004 and still needing to explain the benefits to sceptical executives. This is not so common now that outsourcing has become an accepted part of boardroom … Read More

TOP TEN: Outsourcing Myths & Legends

June 27, 2016 |

The world of outsourcing is a mysterious place anyway, full of bizarre practice, obscure (even obscurantist) jargon, and technology that is increasingly indistinguishable from magic – yet some parts of our shared folklore take this oddness to a whole new level … Read More

Ideas to energise your outsourced workplace

April 25, 2016 |

An energised workforce is your most important sustainable competitive advantage.

Workplace America 2016, TalentKeepers’ 12th annual report, illustrates key employee engagement and retention trends affecting organisations. For the third consecutive year, over 80% of all employers report that employee engagement … Read More

The secrets of high-performing call centre teams (Part 2)

August 5, 2015 | 1

To read the first part of this article, click here.

2) Learning-Style Coaching

Coaching members of staff can easily solve these problems. Learning-style coaching is an amazing way to tap into a person’s full potential. Your learning styles have more … Read More

The secrets of high-performing call centre teams (Part 1)

August 3, 2015 | 1

Are your employees, at all role levels, performing to their highest limits possible? I know your answer is a certain “yes”.

On the rare occasions they are not, how comfortable are you as a manager in supporting your employees to … Read More

Business process outsourcing provider Sitel opens another call centre in Bulgaria

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. … Read More

Keeping in Touch: Epochal Change for Customer Contact

September 26, 2013 | 1

In a business arena as dynamic – and as tech-dependent – as the customer contact space, organisations that don’t have their metaphorical fingers on the pulse and that aren’t able to evolve with their clients’ customers are doomed. But that’s … Read More

Backshoring: outsourcing shifts that will affect your call centre

September 18, 2013 | 1

Backshoring is the latest buzz word in the world of outsourcing. It reflects a desire for new improved solutions to old call centre problems. The recession caused havoc with decision making where some companies temporarily mis-judged the value of … Read More

Outsource your call centre to a place you love visiting

July 15, 2013 |

When choosing your outsourcing destination, whether you like to visit that country or not should not impact your cold business decision, or should it?

Your choice of outsourcing partners is obviously very important and because you will be trusting … Read More

A new Government service, EASS, outsourced to Sitel UK, provides 85% satisfaction for people who feel they have been discriminated against

June 14, 2013 |

Sitel UK, experts in outsourced customer contact solutions, were commissioned in October 2012 to provide the new Equality Advisory and Support Service (EASS). The service was set up by the Government to provide advice and support to members of … Read More

Sitel Success Stories: LOVEFiLM

April 19, 2013 |

Case study: LOVEFiLM uses Sitel’s Customer Service for a better customer experience.

View all of Sitel’s Success Story videos here

Read More

Sitel Overview

April 18, 2013 |

With over 26 years of industry experience, Sitel has twice been ranked as the top overall call center outsourcing provider in Datamonitor’s annual Black Book of Outsourcing survey. Sitel’s 57,000 employees provide clients with predictable and measurable Return on … Read More