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Sitel Celebrates First Anniversary in Bringing Global Opportunities to Serbia

By Amanda Ciccatelli, TMCnet Web Editor

Contact center outsourcing provides a variety of expertise and functions that are needed for different businesses in any industry. Outsourcing increases customer loyalty as it provides 24/7 customer service manned by well trained agents. So, customer inquiries are handled quickly and quality customer experience is ensured, which can result in higher satisfaction, loyalty and even revenue.

One customer care outsourcing provider, Sitel, has seen success in its services as it has just celebrated the one year mark since it opened its Belgrade, Serbia contact center. Today, the multi-lingual, 35,000 square meter hub serves 25 countries in 12 different languages as the country’s first non-domestic outsourced contact center.

“Since the launch, the center has lived up to its potential bringing major global economic and employment opportunities to the region,” said Bert Quintana, president and CEO of Sitel, in a statement.

With over 26 years of experience, Sitel has twice been ranked as the top contact center outsourcing provider in Datamonitor’s annual Black Book of Outsourcing survey. Sitel’s 57,000 employees provide clients with measurable ROI by building customer loyalty, increasing sales as well as improving efficiency.

Since it is positioned in the heart of Belgrade’s business district, the geographic location benefits from Serbia’s developed IT infrastructure, competitive cost base and multi-lingual university graduates. Sitel’s multi-lingual agents contribute to the center’s success. Each agent handles two or three languages, which dramatically reduces clients’ costs, offering opportunities for scale.

“Serbia offers a well-educated talent pool, a first-class contact centre infrastructure and a wide breadth of language skills that make the country a highly attractive choice for many of our clients,” continued Quintana.

Currently, Sitel’s Serbian clients include one of the largest global e-commerce companies, two European telecommunications and software providers, an international fashion label and the international natural beauty brand, The Body Shop. The center has been so successful it boasts a five-fold increase in staff since opening back in November 2011.

Petra Lockhart, retail academy director for The Body Shop, added, “We are delighted with the progress made so far and thoroughly enjoy working with Sitel’s Belgrade team, their ‘can do’ attitude and professionalism has been incredibly refreshing”.

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