Sitel Reports Rapid Results with HomeShore eTraining Solutions

Nashville, Tennessee - October 27, 2010 - Sitel, a leading global business process outsourcing (BPO) provider, today released the early results of its implementation of inContact Inc’s eLearning and eCoaching Solutions with the company’s home-based agents.  In the first six months of launching inContact’s customized training and communications solutions, Sitel’s HomeShore agents increased their training efficiency, reduced training costs and enhanced their collaboration with call center supervisors.

The latest results define Sitel’s dedication to building a network of partners, leveraging best-in-breed technology and industry expertise to deliver a single source of unmatched call center services. Sitel’s  product innovation with inContact is improving agent efficiency focus and creating immediate value for the world’s most renowned brands through the timely delivery of ongoing education during agent wait times.

Key results include:

  • Increased agent training efficiency: Thousands of eLearning and eCoaching courses were completed, equipping Sitel’s home-based agents with the skilled product knowledge and industry best-practices needed to meet complex customer requests, increase conversation rates, and fulfill key performance indicators.
  • Agents spend more time on the phone than in training. Excess training time was eliminated, with all training conducted during wait or down times. Clients gain added opportunities to service more customers.
  • Deeper agent/supervisor collaboration. A significant reduction in the creation, management and analysis of training development templates, freeing valuable resources for Sitel’s coaches to work more directly with agents, for ongoing continual improvement initiatives.

“We’re continually finding new ways to mean more to our clients and deepen the value we provide while we reduce costs and improve customer service quality,” said Bert Quintana, president of Sitel. “inContact has rapidly proven to keep our home-based agents in tune with the latest industry and product trends, ensuring  we’re delivering the highest return on investment, with each and every call.”

Sitel’s customized eTraining program transforms the training model for call centers based on a client’s individual needs. Traditionally, customer service levels are sacrificed due to structured, scheduled sessions that take agents away from managing customer requests. The patented RightTimeTM technology in the eLearning and eCoaching solutions ensures training is dictated by demand, using pre-defined business rules and real-time call volume data to confine training during dips in call volume. This also eliminates the highly intensive manual, administrative process of coordinating and developing these programs, which often consumes thousands of dollars in unnecessary resources.

Based on the RightTime TM technology, Sitel’s HomeShore agents receive self-paced curricula, testing and updates, on areas such as customer engagement, product knowledge and soft skills, from the convenience of their desks. Additionally, Sitel’s supervisors and coaches gain real-time visibility into all corporate training initiatives and activity, providing extra guidance and identifying potential gaps requiring immediate attention.

About Sitel

Sitel is the leading business process outsourcing (BPO) call center provider; as ranked by the Black Book of Outsourcing, a Datamonitor company. Sitel’s 52,000 associates provide clients with predictable and measurable return on their customer investment by building customer loyalty, increasing sales and improving efficiency.  Sitel’s customer interaction outsourcing solutions span 135+ domestic, nearshore, and offshore call centers in 26 countries across North America, South America, Europe, Africa, and Asia Pacific.  The company is privately held and majority owned by Canadian diversified company, Onex Corporation. For more information, please visit

About inContact

inContact helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company’s services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit