August 29, 2007 08:30 ET

Sitel Ranked the Most Trusted Contact Center Outsourcing Provider by "The Black Book of Outsourcing"

Sitel Tops Multiple 2007 Industry Ranking Criteria for Full Service Contact Center Vendors Including Trust, Breadth of Service Offerings, Viability, Ease of Integration and Employee Performance

NASHVILLE, TN--(Marketwire - August 29, 2007) - Sitel, a leading global business process outsourcing provider, today announced that it has been rated the most trusted contact center outsourcing company according to survey results published in the 2007 edition of "The Black Book of Outsourcing." Compiled annually by outsourcing gurus Doug Brown and Scott Wilson, "The Black Book of Outsourcing" ranks the top 50 contact center outsourcing providers based on consistently high client satisfaction scores. Sitel placed first across multiple ranking criteria and received the #3 call center outsourcer ranking overall.

"The Black Book of Outsourcing" rankings are based entirely on qualified survey results received from more than 16,000 outsourcing purchasers, users and employees throughout the world during the first half of 2007. The independently administered survey consisted of questions about leadership impact, influence, management performance, client satisfaction, employee satisfaction and organizational excellence.

Sitel received the highest scores among all contact center outsourcing vendors in the following categories, serving as a testament to the company's ongoing commitment to client satisfaction, quality service and employee morale:

Trust -- Those surveyed believe that Sitel has the best people, processes and resources in the industry to effectively deliver desired business results based on reputation and past performance.

Breadth of Offerings, Client Types and Delivery Excellence -- Those surveyed believe that Sitel delivers the industry's most recognized horizontal functionality and vertical industry applications; driving operational performance improvements and results.

Viability -- Those surveyed believe that Sitel leads the industry in taking extraordinary efforts to avoid relationship problems by cultivating strong leadership principles, financial stability and reduced employee turnover.

Integration and Interfaces -- Those surveyed ranked Sitel best in the industry at supporting technology interfaces and easily integrating backend systems so information can be shared between necessary applications.

Compensation and Employee Performance -- Those surveyed believe Sitel leads the industry in using effective tools to tie performance metrics to compensation in order to build and develop a strong employee team of leaders and producers.

"Contact centers play an increasingly significant role in organizations by creating a positive customer experience and driving new revenues from existing customers," said Doug Brown, co-author of "The Black Book of Outsourcing." "Our research highlights the importance of the contact center experience and the direct impact it can have on revenue and consumer loyalty. Companies like Sitel continue to finish at the top of the contact center outsourcing vendor list by excelling at the categories that matter most to today's businesses."

"Sitel is built around the singular vision of setting the benchmark for business process outsourcing excellence. These rankings reflect the passion and commitment we put into every one of our outsourcing relationships," said Dave Garner, CEO of Sitel. "As we continue to grow our company and offer new, industry-leading services, we will do so with acute focus on quality, client satisfaction and overall return on investment."

About The Black Book Top Outsourcing Vendors & Top Advisors Rankings

The Black Book initiative sponsors the only annual, independent, non-biased ranking of 300 outsourcing advisors and 4,500 vendors as completely scored from over 20,000 outsourcing users' and clients' ballots. The Top 50 Best Managed Global Outsourcing Vendors ranking is based on twenty-six measures of leadership excellence, including client satisfaction with senior management direction, leadership impact on outsourcing results, business transformation practices, client relations management, and indicators of C-Level officer commitment. Sublists in twelve categories of outsourcing cover over 500 outsourcing functions, in 40 industries, from multiple organization sizes and locations. Sublists are rankings based on eighteen criteria of operational excellence and client satisfaction with outcomes. Surveys are conducted each year, currently in its fourth update, beginning in March with results announced in June.

About Sitel

Sitel is a global Business Process Outsourcing (BPO) leader. The company meets clients' customer care and transaction processing needs through 67,000 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

Contact Information

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    +1 877.95.Sitel
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