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Sitel Reports Rapid Results with HomeShore eTraining Solutions

By Anil Sharma, TMCnet Contributor

Sitel, a global business process outsourcing (BPO) provider, released the early results of its implementation of inContact Inc’s eLearning and eCoaching Solutions with the company’s home-based agents. 

Officials with Sitel said that in the first six months of launching inContact’s customized training and communications solutions, the company’s HomeShore agents increased their training efficiency, reduced training costs and enhanced their collaboration with call center supervisors.

Company officials said that the latest results define Sitel’s dedication to building a network of partners, leveraging best-in-breed technology and industry expertise to deliver a single source of unmatched call center services.

According to company officials, Sitel’s product innovation with inContact is improving agent efficiency focus and creating immediate value for the world’s most renowned brands through the timely delivery of ongoing education during agent wait times.

 “We’re continually finding new ways to mean more to our clients and deepen the value we provide while we reduce costs and improve customer service quality,” said Bert Quintana, president of Sitel, in a statement.

Quintana said that inContact has rapidly proven to keep the company’s home-based agents in tune with the latest industry and product trends, ensuring the company is delivering the highest return on investment, with each and every call.

Company officials said that Sitel’s customized eTraining program transforms the training model for call centers based on a client’s individual needs. Traditionally, customer service levels are sacrificed due to structured, scheduled sessions that take agents away from managing customer requests. The patented RightTime technology in the eLearning and eCoaching solutions ensures training is dictated by demand, using pre-defined business rules and real-time call volume data to confine training during dips in call volume.

This, company officials said, also eliminates the highly intensive manual, administrative process of coordinating and developing these programs, which often consumes thousands of dollars in unnecessary resources.

According to company officials, based on the RightTime technology, Sitel’s HomeShore agents receive self-paced curricula, testing and updates, on areas such as customer engagement, product knowledge and soft skills, from the convenience of their desks. Additionally, Sitel’s supervisors and coaches gain real-time visibility into all corporate training initiatives and activity, providing extra guidance and identifying potential gaps requiring immediate attention.