Sitel Launches eTraining Solution for Home-Based Agents


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Sitel (, a leading global business process outsourcing (BPO) provider, today announced they have implemented and launched inContact, Inc’s (NASDAQ: SAAS) eLearning tool to provide on-demand training to the company’s home-based customer care agents. With RightTime™ technology through eLearning from inContact, the market leader in on-demand call center software and call center agent optimization tools, Sitel is delivering a customized training and communications solution to the company’s HomeShore agents. Sitel is providing custom training curricula to agent’s desktops during dips in call volume to further improve the agent’s soft skills and product knowledge, improve productivity and eliminate unnecessary training down-time.

Sitel HomeShore is a proprietary home-based agent offering designed to give Fortune 500 clients greater flexibility in managing their outsourced customer care needs. Through inContact’s RightTime technology, Sitel’s home-based agents receive training, testing and updates directly to their computer during available times without sacrificing cost or service levels. This solution ensures the delivery of continuous employee training and communications so agents are up-to-date on client and internal information in order to assist customers more quickly and proficiently.

“Leading call center providers like Sitel know that increased agent performance through improved new hire and ongoing call center agent training programs is essential to client satisfaction,” said Jim Tanner, senior vice president, product and strategy at inContact. “With eLearning from inContact, Sitel can keep call center training as a priority without sacrificing call center customer service levels. We applaud Sitel’s rigorous employee training and communication, as well as its progressive embrace of the on-demand model of call center software delivery.”

“It is our highest priority at Sitel to provide our clients with the most skilled call center agents,” said Bert Quintana, president at Sitel. “With access to a tool that allows for continuous and up-to-the-minute training of our HomeShore customer service agents, we can be confident in the knowledge that we are providing some of the world’s most renowned brands with the highest caliber agents.”

Both Sitel and inContact are award winning providers, both having recently received top honors in two prestigious awards. Sitel was ranked as the best overall global contact center in the latest Black Book of Outsourcing report, a survey conducted by the Brown-Wilson Group. InContact’s product offering was rated as the Best Technology Innovation in the world at the 2009 Global Top Performers Awards presented at the recent 2009 World Conference.

Sitel provides inbound call center services for the world’s leading brands with more than 140 customer call center sites around the world. Each contact center focuses on developing a global learning culture where all 60,000 associates are on a continuous improvement track and delivering ongoing process improvement initiatives with measurable return on customer investment.

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