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September 07, 2011

Call Center Outsourcing and Transaction Processing

By David Sims, TMCnet Contributing Editor

Sitel, a provider of call center outsourcing offers transaction processing solutions that can help any organization to succeed. Equipped with the item- and document-processing technologies, Sitel officials say in a white paper that the company can help you gain access to flexible and efficient tools, designed to assist clients “who value service excellence.”

And if you don’t value service excellence, you can always go for a cheaper product suite, however Sitel’s clients have found that it pays to get the quality stuff.

“Approximately 41 percent of our client base trusts us to process reply cards, warranty cards, checks and rebate requests,” Sitel officials note, adding that among those businesses is a billion-dollar ISP, one of the 10 largest commercial bank holding companies in the

U.S., a $17 billion consumer products company, an international continuity marketer offering coffee, tea and gifts and one of Canada’s largest utility companies, as well as the financial services division of an automobile manufacturer. These are companies that know quality. They know they got where they are by valuing customer service and excellence.

Sitel is offering on-site generation of consumer correspondence, checks, personalized coupons and process coupons, refund processing, data scanning, integration with order management and fulfillment programs for single source customer experience management and integration with online, e-mail, IVR and live-agent customer support, along with mapping and scanning for improved speed and accuracy.

The point of all that is to achieve such results as Sitel has obtained in the past for clients that include $1 million annual savings achieved through marketing strategies and customer service methodologies and over $1 million saved as a result of process improvement affecting more than two million surveys, not to mention increased customer satisfaction with such figures as 5.8 percent out-performance of accuracy target over six months, consistent 5 percent out-performance of quality target over six months and a 25 percent increase in satisfaction among rebate customers achieved through accelerated response time.

A couple weeks ago, TMCnet reported that Sitel appointed three executives in various regional positions in the Philippines and Asia-Pacific region. The newly hired employees are consistent with the company’s strategy to expand operations in the Philippines and Asia-Pacific region, which are considered the hub of call center outsourcing services of the world.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Rich Steeves
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