Sitel Work@Home Solutions ™ Transforming the at-home model with a more flexible, powerful, and secure way to enhance the customer experience sitel.com Experience shared.
Sitel Work@Home Solutions™
Transforming the at-home model with
a more flexible, powerful, and secure way
to enhance the customer experience
sitel.com
Experience shared.
Sitel Work@Home Solutions™ p.2
Experience shared. sitel.com
Staffing call centers can be a tricky business. Call volumes fluctuate due to predictable seasonal demands or unpredictable natural disasters, it can be tough to find agents with specialized skill sets and deep product knowledge, and the costs associated with hiring and training agents can be prohibitive.
Sitel Work@Home Solutions™ complements the traditional brick-and-mortar
contact center model, preparing you for peak season, low season, and everywhere
in between. A scalable, flexible, and highly secure customer service model that
accommodates the changing work environment, Sitel Work@Home Solutions™ lets
you handle seasonal volumes by giving you the adaptability to meet both planned
and unplanned capacity demands.
Sitel Work@Home Solutions™ give you access to passionate brand evangelists with
deep customer care skills and technical product knowledge. We hire geographically
dispersed, specialized customer care agents with unique skill sets and languages
who are selected to meet each client’s specific needs. By putting the right people
in the right roles, we improve employee retention and deliver the superior results
that give you a competitive edge.
The challengesEven the biggest global organizations face employee recruitment barriers and
struggle to ensure outstanding customer service when seasonal- or volume-driven
events cause significant spikes in call center activity. With Sitel Work@Home
Solutions™, you can avoid the prohibitive costs of selecting, hiring, and training
call agents, as well as the infrastructure costs related to candidate screening,
hiring, and fast-track training. In addition, you can eliminate complex recruiting
requirements that make it difficult to find a partner who employs staff members
that understand your culture and business.
85 percent of Sitel Work@Home associates
have secondary education experience and 40 percent
have management experience.
Sitel has been providing award-winning customer
service for nearly 30 years.
Experience shared. sitel.com
Sitel Work@Home Solutions™ p.3
The solutionSitel Work@Home Solutions™ satisfy four key business priorities: accessibility, flexibility, empowerment, and community. This progressive business model is enabled by six elements—center of excellence, security, service reliance, talent management, management and culture, and technology infrastructure—that benefit both the business and the at-home customer care agent (see figure 1).
Sitel Work@Home Solutions™ is grounded by a center of excellence (CoE), a centralized management hub that provides frontline focus, best practices, and thought leadership sharing to enable consistent results. The CoE helps Sitel provide:
• Centralized Work@Home leadership, governance, and management
• Thought leadership and continuous innovation
• Quality customer service consistent with in-center operations
In addition, our highly secure technology platform features two types of agent desktop configurations: a locked-down home PC with an encrypted soft-phone or a zero footprint thin client with an encrypted hard phone. Sensitive data such as social security or credit card numbers can be isolated from agents to protect the customer.
Sitel clients save up to 30 percent by
utilizing Work@Home Solutions.
Sitel has home agents in 34 different states,
Germany, and Canada.
THE SITEL WORK@HOME STRATEGY
CLARITYACCESSIBILITY
COM
MUN
ITY
EMPO
WER
MEN
TCENTER OF EXCELLENCE
MANAGEMENT& CULTURE
TALENTMANAGEMENT
SERVICE RELIANCE
TECHNOLOGYINFRASTRUCTURE
SECURITY
Figure 1
The strategy behind Sitel Work@Home Solutions™
Experience shared.
© Copyright Sitel Corporation 2014 Produced in the United States of America March 2014, version 1.0 All Rights Reserved
Sitel Global Headquarters Two American Center 3102 West End Avenue Suite 900 Nashville, TN 37203 USA
Phone: +1 615.301.7100 Toll-Free (in U.S.): +1 866.95.Sitel [email protected] www.sitel.com
For more information
To learn more about the next step in the evolution of home-based work solutions, please visit www.sitel.com.
SitelWork@HomeSolutions TM
You get consistent, reliable service built around Sitel’s Global Operating System – a set of highly defined, world-class standards, processes, and procedures based on global call center experience developed over almost 30 years. Our platform allows clients of all sizes to scale from 5 to 5,000 seats, supporting integrated multiple site operations on an open and secure platform.
And because Work@Home agents enjoy a higher degree of work-life flexibility, attrition levels in our talent pool are up to 75 percent lower than comparable physical call centers. In addition, our extensive recruiting footprint gives us access to highly specialized talent that’s not limited by geography. We utilize virtual training with web and remote dial-in audio conferencing for talent development, which includes daily video conferencing, notes sharing, and collaboration, as well as polls to gauge knowledge gains.
The Sitel model adheres to a management and culture that facilitates learning effectiveness via weekly progress reports, engagement dashboards, and monitored user interactions (i.e., meeting/training rooms, Q&As, status updates, and chat usage).
All of this is made possible by a technology infrastructure that includes multichannel support via video, live chat, and telephone; multifactor user validation; PCI-compliant architecture; security and validation; and a virtual desktop infrastructure to ensure control and compliance.
Sitel Work@Home Solutions™