NEARSHORING – the European Angle at your Fingertips, Part IV - Sitel - ContactCenterWorld.com Blog
Questions to Esmeralda Mingo, Managing Director at Sitel Iberica, responsible for the Spanish and Portuguese market
How are Sitel Iberia’s nearshore services positioned in EMEA?
Sitel Iberia provides award winning customer service from our experienced teams from our near shore locations. Sitel Iberia has been serving clients from Portugal and Spain since the early 90´s. We have sites located in the most cosmopolitan and strategic cities on the peninsula such as Barcelona, Lisbon, Seville or Porto. These cities provide a diverse talent recruitment pool with unique culture and entertainment options, cultural proximity, best in class infrastructure and proven experience. In summary, Sitel Iberia offers its customers a high level of choice. Our clients usually cite affinity with European culture, understanding of regional business values and similar time zones as key factors supporting their decision to outsource their services into this region. Our impressive native speaking capabilities, covering almost all Western European languages is also recognised as one of our key unique value proposition.
One of the main concerns about Nearshore is the lack of quality or excellence in the service provided, what does Sitel Iberica to cope this concern?
A nearshore model offers the advantages of a centralised structure at an optimal cost. It prevents clients having to handle a multitude of small, support structures which lack common process, communication or a uniform customer experience. Furthermore, outsourcing your customer care by selecting a nearshore strategy enables you to handle low volume languages with the same quality standards than larger volume languages. Sitel’s solutions encompass single or multiple hub strategies, delivery through native or highly fluent advisors and a potential to blend low volume languages thus reducing clients’ support costs whilst maintaining high level of service quality.
The awards received by our Spanish and Portuguese teams for some of our most complex nearshore campaigns endorse the quality of our nearshore operations. In Portugal, Sitel has been recognised with Gold and Silver Portuguese Contact Center Association Awards (APCC Portugal Best Awards) in 2015 and the Best Contact Center Gold Award in 2014, whereas Sitel Spain has been awarded with the CRC Gold Awards in different categories since 2010.
Which kind of clients are you working with under a nearshore model from Iberica?
We have been working for many years with global companies with international presence from a wide array of verticals – financial services, consumer electronics, travel & tourism, retail, etc., who demanded a multilingual provider for their customer care, sales & retention, technical support and back office services in an accessible location.
Currently, we can see how small or medium companies (normally related to the digital world) are more and more interested in this kind of services, as their business is growing internationally. These companies are looking for a provider with multilingual capabilities and the flexibility to manage day/night shifts, peaks, 24×7 operations… under an integrated customer service and Sitel Iberica is the best option for them.
And compare nearshore to other possible European nearshore destinations, what advantages does Iberica offer?
We are offering the high experience and excellence of Sitel’s Iberica nearshore proposition, as well as the availability of multilingual workforce. I would also highlight that Spain and Portugal have recently seem significant progress on the flexibility of the labour laws, which incentivises job creation, which makes those countries the best option to outsource a nearshore program.
To continue the conversation, please check out the opinion of Sitel leaders in EMEA on European Nearshoring Solutions:
- Christian Steinebach, Managing Director at Sitel Germany & Eastern Europe
- Nordine Benbekhti, Managing Director at Sitel France & Morocco
- Karl Brough, Managing Director at Sitel UK, Ireland & Nordics
- Esmeralda Mingo, Managing Director, Sitel Spain & Portugal
- Pedro Lozano de Castro, Managing Director, Sitel EMEA
Publish Date: December 3, 2015 5:00 AM
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