Sitel Brings Call Center Services to Nicaragua

Latin America, and Nicaragua, in particular, has emerged as a call center hot-spot due to the region’s ability to offer culturally aligned, multilingual talent for a wide range of U.S. consumer markets.

To leverage these benefits and further expand the service in the region, Business process outsourcing (BPO) provider Sitel will open an additional call center in Managua, Nicaragua.

Sitel provides customer and tech support for Fortune 1,000 companies in wireless, consumer electronics, media services, banking and other financial product lines.

The facility will be ready for occupancy in December, and Sitel expects the center to receive its first call in 1Q 2011.

The new 21,000-square foot call center facility will serve the English and Spanish-speaking U.S. consumers. It adds more than 450 seats to Sitel’s established agent base in Nicaragua and will bring its total employee count in that country to nearly 3,000, company officials said.

Sitel started its service in Nicaragua in 2008. Due to increasing demand for seat capacity, Sitel expanded twice and added a second site at the former U.S. Embassy compound in historic old Managua in January 2009.

According to Don Berryman, general manager of the Americas at Sitel, with the ongoing support of organizations such as ProNicaragua, as well as the established free trade zone regime, Sitel’s continued investment in this nation and its peoples is a sustainable win-win for their client base and employees.

Sitel was ranked as a leading BPO provider by the Black Book of Outsourcing, a Datamonitor company.

In a Q&A with TMC’s (News - Alert) Customer Interaction Solutions magazine, Andrew Kokes, Sitel's vice president of Marketing, said Sitel is optimistic about future even in this challenging economy. The company is bullish about opportunities to maintain their domestic footprint at the same time offer many global options. 

Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Tammy Wolf