Sitel Introduces New Standard for Continuous Improvement in Call Centers
Sitel, a leading global business process outsourcing (BPO) provider, today announced that it has launched a new Continuous Improvement standard. The goal of the Sitel initiative is to be the industry benchmark for quality measurement in the BPO market.
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Sitel has established an Office of Continuous Improvement that reports directly to the global head of operations. The office is responsible for ensuring consistency across Sitel’s 440+ clients and 155+ sites, developing a global learning culture where all 60,000 associates are on a continuous improvement track, and delivering ongoing process improvement initiatives with measurable return on customer investment.
The Office of Continuous Improvement includes specific standards and processes from, and is aligned with, the Sitel Global Operating Standard (Sitel GOS). The office has a global Black Belt organizational structure with oversight for key operational support disciplines including:
* Lean Sigma Process Improvement to the site level
* Project Management
* Client & Operational Reporting (Global Data Warehouse)
* The Resource Optimization Centers (ROC)
* Leadership Development & Training
“Our clients partner with Sitel to provide their customers with exceptional customer care on a global scale,” said Chad Carlson, executive vice president of operations for Sitel. “Sitel’s unique continuous improvement approach views each non-value added call as a defect. Elevating this standard builds upon our reputation for operational efficiencies and best practices at each of our 155+ global facilities. Our clients, and the BPO industry, deserve a defined performance standard that ensures consistency of service delivery and continuous improvement.”
Sitel’s Continuous Improvement platform leverages some of the best operational talent within Sitel and from the industry; tested and proven processes; and advanced technologies. Warehoused data, accessed through global dashboards, provide a real-time global view of operational metrics, enabling Sitel Black Belts to identify trends and apply Lean and Six Sigma methodologies to understand and fix the root cause of the issue.
Sitel recently appointed Mike Patterson to lead this strategic global office. Patterson brings more than 18 years of experience as a master Black Belt. Patterson is charged with championing this standard across the global enterprise and reports directly to the Company’s Executive Vice President of Operations, Chad Carlson.
About Sitel
Sitel is a global Business Process Outsourcing (BPO) leader. The company meets clients’ customer care and transaction processing needs through 60,000 associates in 27 countries. Sitel provides world-class solutions from on-shore, nearshore and offshore locations across 155+ facilities throughout North America, South America, EMEA and Asia Pacific. The company’s award-winning services provide clients with the strategic insight, scale and diversity of offerings to ensure the best return on their customer investment. The company is privately held and majority owned by Canadian diversified company, Onex Corporation. For more information, please visit http://www.sitel.com.