With 29 states and seven union territories, India is the world’s fastest-growing Major Economy and combines a very competitive infrastructure with one of the largest employable diversified talent pools. India has a fine balance of rich cultural heritage yet a modern outlook. Sitel began operations in India in 2000. Hear from three of our local leaders as they introduce you to Sitel India.
Ravi Iyengar – Chief Operating Officer, Sitel India
I warmly welcome you to India. We look forward to taking you around our facilities and telling you about Sitel’s unique approach to creating wonderful customer experiences.
India has one of the youngest populations in the world with 44 percent of our people below the age of 24. As an outsourced destination, India is conveniently located between the UK (United Kingdom) and ANZ (Australia and New Zealand) markets. We do get a lot of our business from those markets although the U.S. is by far the largest outsourcer to India. The Indian BPO market is growing very rapidly at around 10 percent per year.
Sitel began operations in the year 2000 and has sent us strategically located in Mumbai, Gurgaon, Hyderabad and Chennai. Sitel’s value proposition is the strong combination of youthful and talented people coupled with great infrastructure, a world-class price competitiveness and the ability to build up strong business transformation.
Our People-first culture is designed to get you the best talent from the marketplace and deliver great customer experiences.
Suresh Kumar – Site Director, Sitel Chennai
In Sitel, we focus on a strong People-first strategy, a long-term client relationship by delivering flawless execution at all times. Our Global Operating System is designed to ensure continuous and seamless service coupled with strong capabilities for continuous improvement and excellent customer service. It is based on real-time experiences over years to ensure consistent delivery and highly related customer experiences through excellence in execution.
We know the strength of our business comes from all our talent pool. We strongly believe in People-first culture and thus we engage them through mentoring and coaching. We use diversified training programs including English communication and proficiency customer services skills to deliver best-in-class support for all of our customers.
We measure our people’s performance through key performance indicators (KPIs) and we reward and recognize them to collectively achieve our business goals.
Kalpak Hudar – HR Leader
We provide our associates with ample opportunities to excel in their jobs.
At Sitel, people come first! As we care for our people, we developed many engagements on the cognition programs.
Various communication platforms help employees learn about the organization. Our talent management strategies address complete employee career life cycle where we have the right programs from agents to second-line management for them to grow with Sitel.
Our workforce is highly skilled, adapted and customer oriented dedicated to helping clients like you achieve your goals. We recently benchmarked our people policies and practices to guide our industry best. And, I’m confident we are on our journey to become the best place to work.
Thank you for watching and we look forward to seeing how Sitel India can support you in the future.
Publish Date: September 26, 2017 5:00 AM
Combines knowledge management with call support as continue improvement.
eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.
FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.
Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.
Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.
Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
|Acticall Sitel Group Partners with Fonolo to Improve Customer Experience||December 13, 2017 5:00 AM|
|Acticall Sitel Group Supports Students Around the Globe||November 15, 2017 5:00 AM|
|Three Takeaways from CEM Telecoms North America||November 1, 2017 5:00 AM|
|Sitel Work@Home Solutions: A Three-Way Win for Society, Businesses and Associates||October 13, 2017 5:00 AM|
|Outsourcing Customer Service to the Best Geography, Best Shore||October 4, 2017 5:00 AM|
|Top 2 Takeaways from 2017 CX Change event at Facebook HQ, London||October 2, 2017 5:00 AM|
|The Social Client, Dial-Once Partner at Oracle Open World 2017||September 29, 2017 5:00 AM|
|Acticall Sitel Group and Whirlpool Partner at Brazil’s CONAREC 2017||September 27, 2017 5:00 AM|
|Welcome to Sitel India||September 26, 2017 5:00 AM|
|Stop Stalling and Start Installing Bots to Ensure a Successful Digital Customer Experience||June 28, 2017 5:00 AM|