Sitel Work@Home Solutions™

Transforming the at-home model with

a more flexible, powerful, and secure way

to enhance the customer experience

sitel.com

Experience shared.

Sitel Work@Home Solutions™ p.2

Experience shared. sitel.com

Staffing call centers can be a tricky business. Call volumes fluctuate due to predictable seasonal demands or unpredictable natural disasters, it can be tough to find agents with specialized skill sets and deep product knowledge, and the costs associated with hiring and training agents can be prohibitive.

Sitel Work@Home Solutions™ complements the traditional brick-and-mortar

contact center model, preparing you for peak season, low season, and everywhere

in between. A scalable, flexible, and highly secure customer service model that

accommodates the changing work environment, Sitel Work@Home Solutions™ lets

you handle seasonal volumes by giving you the adaptability to meet both planned

and unplanned capacity demands.

Sitel Work@Home Solutions™ give you access to passionate brand evangelists with

deep customer care skills and technical product knowledge. We hire geographically

dispersed, specialized customer care agents with unique skill sets and languages

who are selected to meet each client’s specific needs. By putting the right people

in the right roles, we improve employee retention and deliver the superior results

that give you a competitive edge.

The challengesEven the biggest global organizations face employee recruitment barriers and

struggle to ensure outstanding customer service when seasonal- or volume-driven

events cause significant spikes in call center activity. With Sitel Work@Home

Solutions™, you can avoid the prohibitive costs of selecting, hiring, and training

call agents, as well as the infrastructure costs related to candidate screening,

hiring, and fast-track training. In addition, you can eliminate complex recruiting

requirements that make it difficult to find a partner who employs staff members

that understand your culture and business.

85 percent of Sitel Work@Home associates

have secondary education experience and 40 percent

have management experience.

Sitel has been providing award-winning customer

service for nearly 30 years.

Experience shared. sitel.com

Sitel Work@Home Solutions™ p.3

The solutionSitel Work@Home Solutions™ satisfy four key business priorities: accessibility, flexibility, empowerment, and community. This progressive business model is enabled by six elements—center of excellence, security, service reliance, talent management, management and culture, and technology infrastructure—that benefit both the business and the at-home customer care agent (see figure 1).

Sitel Work@Home Solutions™ is grounded by a center of excellence (CoE), a centralized management hub that provides frontline focus, best practices, and thought leadership sharing to enable consistent results. The CoE helps Sitel provide:

• Centralized Work@Home leadership, governance, and management

• Thought leadership and continuous innovation

• Quality customer service consistent with in-center operations

In addition, our highly secure technology platform features two types of agent desktop configurations: a locked-down home PC with an encrypted soft-phone or a zero footprint thin client with an encrypted hard phone. Sensitive data such as social security or credit card numbers can be isolated from agents to protect the customer.

Sitel clients save up to 30 percent by

utilizing Work@Home Solutions.

Sitel has home agents in 34 different states,

Germany, and Canada.

THE SITEL WORK@HOME STRATEGY

CLARITYACCESSIBILITY

COM

MUN

ITY

EMPO

WER

MEN

TCENTER OF EXCELLENCE

MANAGEMENT& CULTURE

TALENTMANAGEMENT

SERVICE RELIANCE

TECHNOLOGYINFRASTRUCTURE

SECURITY

Figure 1

The strategy behind Sitel Work@Home Solutions™

Experience shared.

© Copyright Sitel Corporation 2014 Produced in the United States of America March 2014, version 1.0 All Rights Reserved

Sitel Global Headquarters Two American Center 3102 West End Avenue Suite 900 Nashville, TN 37203 USA

Phone: +1 615.301.7100 Toll-Free (in U.S.): +1 866.95.Sitel sales-na@sitel.com www.sitel.com

For more information

To learn more about the next step in the evolution of home-based work solutions, please visit www.sitel.com.

SitelWork@HomeSolutions TM

You get consistent, reliable service built around Sitel’s Global Operating System – a set of highly defined, world-class standards, processes, and procedures based on global call center experience developed over almost 30 years. Our platform allows clients of all sizes to scale from 5 to 5,000 seats, supporting integrated multiple site operations on an open and secure platform.

And because Work@Home agents enjoy a higher degree of work-life flexibility, attrition levels in our talent pool are up to 75 percent lower than comparable physical call centers. In addition, our extensive recruiting footprint gives us access to highly specialized talent that’s not limited by geography. We utilize virtual training with web and remote dial-in audio conferencing for talent development, which includes daily video conferencing, notes sharing, and collaboration, as well as polls to gauge knowledge gains.

The Sitel model adheres to a management and culture that facilitates learning effectiveness via weekly progress reports, engagement dashboards, and monitored user interactions (i.e., meeting/training rooms, Q&As, status updates, and chat usage).

All of this is made possible by a technology infrastructure that includes multichannel support via video, live chat, and telephone; multifactor user validation; PCI-compliant architecture; security and validation; and a virtual desktop infrastructure to ensure control and compliance.

Sitel Work@Home Solutions™