Sitel, 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 talent for a wide range of U.S. consumer markets,” said Don Berryman, general manager of the Americas at Sitel. “And with the ongoing support of organizations such as ProNicaragua, as well as the established free trade zone regime, Sitel’s continued investment in this nation and its peoples is a sustainable win-win for our client base and employees.”
Sitel’s first Nicaragua call center opened in one of Managua’s few skyscrapers, called Invercasa, in April 2008. Due to increasing demand for seat capacity, Sitel expanded twice and ultimately added a second site at the former U.S. Embassy compound in historic old Managua in January 2009.