Sitel celebrates a year in Serbia bringing global opportunities to the country

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Sitel’s investment has paved the way for Serbia to become the next recognised BPO destination

Sitel, a leading customer care outsourcing provider, is celebrating the success of its Belgrade contact centre one year since it opened. The 35,000 square metre state-of-the-art building was the country’s first non-domestic outsourced contact centre. Today it serves 25 countries in 12 different languages and functions as a multi-lingual hub delivering market-leading customer service to the capital.

Located in the heart of Belgrade’s new business district, the centre’s geographic position reaps the benefits of Serbia’s developed IT infrastructure, competitive cost base and pool of talented, multi-lingual university graduates. The fact that Sitel’s agents speak multiple languages is key to the centre’s success as a strategic outsourcing location. Grouping many languages in one hub allows each agent to handle two or three languages - significantly reducing clients’ costs and offering opportunities for scale.

Sitel’s Serbian client roster now includes one of the world’s largest ecommerce companies, two leading European telecoms and software providers, a leading international fashion label and international natural beauty brand The Body Shop. The centre has been so successful it already boasts a five-fold increase in staff since opening in November 2011. The centre offers a broad range of technical support and help desk services for its clients including customer service, sales, collections, back office and technical assistance.

Petra Lockhart, Retail Academy Director for Sitel client The Body Shop, said: “We are delighted with the progress made so far and thoroughly enjoy working with Sitel’s Belgrade team, their ‘can do’ attitude and professionalism has been incredibly refreshing”.

“Since the launch, the centre has lived up to its potential bringing major global economic and employment opportunities to the region. Serbia offers a well-educated talent pool, a first-class contact centre infrastructure and a wide breadth of language skills that make the country a highly attractive choice for many of our clients,” said Bert Quintana, President and CEO of Sitel. “The opening of our facility in Belgrade was a great success and we were extremely proud to celebrate this anniversary”.

About Sitel

Sitel is a world leader in outsourced customer care services. With over 26 years of industry experience, Sitel has twice been ranked as the top overall call centre outsourcing provider in Datamonitor’s annual Black Book of Outsourcing survey. Sitel’s 57,000 employees provide clients with predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s solutions span 120+ domestic, nearshore, and offshore centres in 25 countries across North America, South America, Europe, Africa, and Asia Pacific. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation. For more information, please visit

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Annie Barker
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