News : TDC Boosts Customer Experience with Combined Sitel Danish and UK team
TDC, has experienced increased customer satisfaction and boosted employee engagement by outsourcing customer care and support to Sitel.
In a project designed to help TDC achieve its ambition to provide customer engagement and satisfaction, Sitel runs customer care and support across four Danish sites formerly operated by TDC. More than 740 TDC employees transferred to Sitel in August 2014 and the company has since added 200 roles locally. Near-sourcing elements of the programme to Sitel’s Kingston upon Thames site has also added 150 UK jobs and provided mobility options for Danish employees. The hybrid model has helped TDC reduce costs and as a result of an extensive consultation exercise, has helped maintain high levels of satisfaction for customers and employees alike.
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About Sitel UK:
As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a provider in outsourced customer care innovation. With over 28 years of industry experience, Sitel’s 58,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages.
TDC A/S (formerly Tele Danmark) is a Danish telecommunications company dating back to 1879. As of today, TDC is the largest telephone company in Denmark with approx. 8.9 million customer relations (2010) within telephony, broadband, and television.
Published: Tuesday, June 9, 2015