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Contact Center Outsourcing Provider Sitel Provides Equality Advisory to Fight Discrimination

By Madhubanti Rudra, TMCnet Contributor

Discrimination and unfair treatment should not have place in modern society, but they do elitist and in many forms. The saddest part is that most of the people subjected to discrimination are unaware as to how to deal with discrimination. EU’s new Equality Advisory and Support Service (EASS) is aimed at providing the victims of discrimination with expert advice and support. Sitel, the global contact center outsourcing provider, has in fact been selected as the call center partner for this service.

“Discrimination has no place in modern society, but sadly we know it still exists. It’s vital that people experiencing unfair treatment can access the right help and support to resolve issues quickly. The EASS offers a range of targeted assistance with a focus on seeking informal solutions wherever possible,” said Parliamentary Under-Secretary of State for Justice Helen Grant said in a statement.

Followed by a thorough procurement process, the contract was finally awarded to Sitel. Sitel’s 45 advisors, based on the company’s Stratford upon Avon contact center, will work on the EASS, providing specialized support to the public. In providing this service, Sitel works with its partners Disability Rights UK, the Law Centres Federation, Voice Ability, the British Institute of Human Rights and the Royal Association for Deaf People.

As EASS aims to provide expert advice and support to individuals on discrimination issues, each Sitel advisor has undergone a rigorous training program, covering the subjects in human rights and equalities. The service will be offered across England, Scotland and Wales and accessible through telephone, BSL interpreter, letter, or email through the website.

Working collaboratively with advice agencies and local organizations that are often the first points of contact to people who have discrimination problems, the service will explain rights within discrimination legislation, options for informal resolution and help to pursue them.

“We are delighted to be working with the EASS and providing support to victims of discrimination when they need help understanding their rights and assistance in dealing with complex and sensitive issues. Our approach from day one has been to work with key partners from the voluntary and not for profit sector, such as Disability Rights UK and Law Centres. This gives us a depth of knowledge and links to other community and support organizations, enabling us to provide information on complex areas of legislation and support within a network of partner organizations,” Sitel’s Vice President for Global Marketing Joe Doyle commented.

Sitel recently announced that with the addition of a new energy client and current client growth, it is actively expanding its customer care call center in San Angelo, Texas.