Sitel honoured with prestigious CCA Global Standard Accreditation

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Sitel joins an exclusive network of contact centres committed to outstanding customer service.

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This honour is a clear recognition of the commitment and drive demonstrated by Sitel in working towards improving standards and customer experience across the organisation.

Sitel, a leading customer care outsourcing provider, has received Global Standard© Accreditation from the CCA - the leading authority on customer contact strategies and operations. The CCA has more than 15 years’ experience and is recognised as the definitive source for research, analysis and expertise in the field. Launched in 2001, the Global Standard© is a key set of principles defined by industry experts, assessed every three years to ensure continual improvement to customer service. Accreditation represents a prestigious quality seal for Sitel as well as an ongoing commitment to best practise.

Independent auditors for the CCA carried out a rigorous assessment of Sitel’s contact centres in Newcastle upon Tyne, Stratford upon Avon and Watford, with sites in Exeter and Kingston upon Thames also evaluated. Performance was evaluated in several categories: measuring innovation, enterprise, professional standards, social responsibility, training and customer satisfaction. Recommendations were subsequently made to the CCA Accreditation Panel, and the Global Standard© was granted in recognition of Sitel’s provision of excellent customer service, across multiple channels and languages for all five UK sites. Sitel now joins an exclusive network of contact centres including Tesco, UCAS and the Financial Services Authority.

Rob Pike, Chair of the CCA Standards Council said: “We are delighted to announce that Sitel has met the CCA Global Standard. This honour is a clear recognition of the commitment and drive demonstrated by Sitel in working towards improving standards and customer experience across the organisation.”

“Sitel is proud to be recognised by the CCA Standards Council for our rigorous dedication to high standards,” said Lawrence Fenley, General Manager UK & Ireland at Sitel. “Being named in this prestigious group of contact centres underscores the hard work and dedication of every Sitel employee in the pursuit of excellent customer service.”

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 centers 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 http://www.sitel.com.

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Annie Barker

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