Sitel Names Bert Quintana as Chief Executive Officer
October 11th, 2011Sitel, a leading customer care outsourcing provider, today announced that Dagoberto “Bert” Quintana, 51, has been named Chief Executive Officer. Quintana, who has been serving as President and Chief Operating Officer of Sitel since February 2010, succeeds David Garner, 53, in the role of Chief Executive Officer. Quintana will continue to serve as President. Garner will continue to serve as non-executive Chairman of Sitel. Garner will continue to support the Board and the executive team of Sitel on strategic matters and as necessary on commercial and operational initiatives.
Garner said, “Bert Quintana is an energetic, customer-focused leader in our industry. Working with Bert over the past two years, I am confident of his commitment to our Customer #1 strategies as well as to enhancing Sitel’s market position, revenue growth and stockholder value. Bert is ready for this next challenge.”
Quintana said, “Sitel is a growing company with a strong client base. I …
Seeking Opportunity Arbitrage in LatAm
August 10th, 2011
By Eric Simonson, Everest Group
I often hear organizations wanting to attain benefits but with a desire to “minimize” risk. Understandable, but what they don’t realize at the outset is that this is a limiting mindset, particularly when most also agree they prefer sustained benefits. My preferred definition of global sourcing is “attaining a different profile of benefits from successfully managing a different profile of risk.”
Instead of trying to follow what has already been proven “safe,” the innovators in global sourcing are intentional about what risks their organizations can take and successfully manage in order to achieve the desired benefits. These risks may be in overcoming infrastructure disadvantages, creating delivery models that can withstand more variability, or choosing to cultivate an underutilized talent pool.
The single largest and most enduring challenge in global services is getting the right talent. …
Sitel Says: First, You Find a Smart Workforce
July 26th, 2011
Don Berryman: Sitel is "constantly evaluating" markets.
Sitel’s Don Berryman talks about the good and the not-so-good of various Nearshore locations, expansion plans, the ideal employee, plus how to build a good team
By Patrick Haller
A lack of investment incentives, competition for workers, rising unions in Chile, and legislation in Brazil are concerns as Sitel Worldwide looks for opportunities to continue expanding its Latin American operations. In a conversation with Nearshore Americas, Don Berryman, General Manager of Americas for Sitel since 2010, sounded optimistic about his Latin American workforce and Sitel’s commitment to the region. But Berryman also acknowledged factors they keep a close eye on, including labor laws in Brazil.
StarTek’s Carlson: In the BPO World, It’s Getting Tougher to Find the ‘Right Conditions’
July 22nd, 2011
By Patrick Haller
In the U.S., executives are making decisions about Latin America based on emotions and not fact… in India, customers are now looking for something different… in the Philippines, wage pressures…. in Egypt, “superior” English skills… Western Europe, nearshoring to Eastern Europe….
Sitel Recruiting to Add 140 Positions to New Mexico Call Center
March 9th, 2011Source: Business Wire
NASHVILLE — Sitel, a leading global customer care outsourcing provider, today announced that it is actively expanding its call center facility in the city of Las Cruces, New Mexico. For the second time in five months, the Las Cruces call center has begun a recruitment drive and is currently expanding its staff by more than 140 associates. These associates will be working with a new banking client, and Sitel is seeking a portion of these positions to be both English and Spanish-speaking to provide inbound customer care and value-add sales support.
“The continued demand from our valued clients to place their call center operations in Las Cruces is a testament to the quality of service our agents provide on a daily basis,” said John Munoz, site director at Sitel. “We are pleased to be able to hire a significant amount of new employees and in turn do …
Sitel’s New Sao Paulo Call Center Shows Long-Term Strategy for Brazil
January 19th, 2011Sitel doubles its capacity in Brazil with a new call center facility. The company now has over 11,000 employees in Latin America.
Sitel, a leading global business process outsourcing (BPO) provider, today announced that the company is opening an additional call center in Brazil.
The state-of-the-art facility located in the city of Sao Paulo will house 1,200 seats, doubling its capacity in Brazil, and bringing Sitel’s total employee count in Latin America to over 11,000.
“Despite the global economic downturn, Sitel has experienced remarkable growth in Brazil and the Latin America market the past few years,” said Don Berryman, general manager of the Americas at Sitel. “This new call center facility signifies our continued investment in Sitel’s long-term plans for Brazil and Latin America as a strategic domestic growth market.”
Sitel has a worldwide network of over 135 contact centers that leverage cutting-edge technologies and high quality call center agents to deliver …
Sitel Q&A Part 2: As Investors Notice Nicaragua, English Becomes Chief Concern
December 27th, 2010
Invercasa, Sitel's first location in Nicaragua
By Tarun George
Since locating to Nicaragua in 2008, Sitel has aggressively ramped up its delivery centers and employee numbers in the capital city of Managua. In Part two of this special Q&A, Mel Vance, Sitel’s Senior VP for Central America, lays out his plans for a large scale hiring spree in the country starting with the addition of 450 more seats last month. However, high level English proficiency will become an issue in coming years. Read on for more.
Sitel Q&A Part 1: Nicaragua Labor Unions in the Pro-Labor World of Daniel Ortega
December 22nd, 2010
Sitel's Vance: "A lot of Ortega’s former colleagues when he was in power under the Sandinistas are now adopters of capitalism and free-market enterprise"
By Tarun George
Nicaragua is attracting intense attention as a sourcing target because of its complete lack of labor union activity in the call center space. BPO players like Sitel have been merrily expanding in the country, having opened their third center in Managua in late November to service the US market.
Nearshore Americas caught up with Mel Vance, Sitel’s Senior VP – Central America, to find out why labor unions are not visible and whether the concerns of many US firms’ over President Daniel Ortega are justified.
Sitel Lands in Nicaragua: New Delivery Center Ready By 2011
November 22nd, 2010Sitel, a leading global business process outsourcing (BPO) provider, today announced that it is opening an additional call center in Managua, Nicaragua to serve English and Spanish-speaking U.S. consumers. The 21,000-square foot facility adds more than 450 seats to Sitel’s established agent base in Nicaragua and will bring its total employee count in that country to nearly 3,000. The facility will be ready for occupancy in December 2010 and Sitel expects the center to receive its first call in Q1 2011.
Sitel first entered Nicaragua in 2008 to provide customer and tech support for Fortune 1,000 companies in wireless, consumer electronics, media services, banking and other financial product lines.
“Latin America, and Nicaragua in particular, has really come into its own as a call center hot spot due to the region’s unique ability to offer culturally aligned, multilingual …
Atento, Sykes and Sitel Get a Closer Look at Honduras
September 8th, 2010
The Nearshore Business and Investment Forum attracted local and multinational visitors to San Pedro Sula last week.
“Untapped” is one of the first words you might use to describe the Honduras BPO/ call center industry. This is a country that has bounced back from an economically disruptive coup last year to reclaim attention as a value-driven destination worth paying attention to. And – according to our on the ground observers – the Honduras opportunity is definitely on the radar of major multinationals.
Atento, Sykes and Sitel were all in attendance last week during a “Nearshore Business and Investment Forum” at the historic Copantl Hotel and Meeting Center in San Pedro Sula. So what did these global firms learn?
