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1. Frost & Sullivan Applauds Sitel for Customer Value Obsession
Sitel was recently presented with Frost and Sullivan’s Award for Customer Value Leadership
in the North American Customer Care Outsourcing industry
https://www.linkedin.com/company/sitel
To achieve leadership in Customer Value is never an easy task, but it is one made even more
difficult due to today’s competitive intensity, customer volatility, economic uncertainty and
escalating challenges to intellectual property.
The “customer is king” mantra is here with a vengeance. Customer Experience, thanks in
part to information mobility now means managing all the new channels offered by social
media, phone and email with an analytical rigour that will result in actionable insights. It also
offers gives consumers an ability to take charge of their relationships that’s simply never been
seen before. This complexity of channel communication requires an obsessive commitment to
delivering an exceptional customer experience and it is the key to rapid growth. Frost &
Sullivan’s identification of Sitel as the customer care specialist that consistently deepens
customer relationships, offering superior products and services that deliver a clear,
demonstrable ROI is a case in point.
If consumers are becoming more demanding by the day, eagerly negotiating prices and
setting their own terms and conditions then businesses need to learn quickly how to meet
these expectations, or their business will suffer. It is the all important roadmap on how to
contain costs, whilst delivering high quality omni-channel interactions that leads to success
and the roadmap is increasingly being developed and managed by seasoned outsourcers. It
is these firms who can leverage global benchmarks and analytical tools that drive continuous
improvement The end result for clients is growth of top line revenues by cost reduction and
sales growth.
The idea that customer opinions should guide day-to-day management decision making will
seem heresy to some, but it will be essential if an organisation is to remain responsive to
customer requirements. To help engender this new way of thinking, organisations must
develop customer engagement KPIs that sit alongside traditional financial metrics and key
performance indicators.
Are you customer obsessed yet? If not, get personal with your customers. Don’t rely on
filtered reports to tell you how your customers see your company. Go undercover and see for
yourself. Fully embrace a customer value obsession from the top. Sitel has over 75,000 staff
globally committed to ensuring a customer interaction is exceptional across all channels and
has been servicing Australian customers for 20 years. If you are interested in starting a
discussion contact a Sitel ANZ representative on:
Tel: (612) 8667 3021
Email: sales-anz@sitel.com