Driving long-term business growth.
Emotional connections are key to brand engagement.
Sitel® Philippines Corporation is part of the Sitel Group®, a leading player in the customer experience industry, currently ranked as one of top three global leaders. Sitel Group leads transformational customer experiences and connections across various industries, such as retail, travel and hospitality, healthcare, banking and finance, telecommunications and many more.
Sitel Group believes that every organization can build stronger brand engagement and drive long-term business growth by unlocking the power of customer experience (CX). Its mission is to empower brands to foster stronger relationships with their customers by creating meaningful connections that boost brand value.
As part of the Sitel Group DNA, its four people-centric values nurture its brand and reflect a corporate culture focused on innovation, creativity, and an entrepreneurial approach. These four values include: ‘Be Bold’, to have big dreams and innovate; ‘Work Together’, to harness the power of diversity; ‘Build Trust’, to lead by example with integrity and authenticity; and ‘Wow Customers’, being fanatical about customers and delivering when it matters.
In the Philippines, Sitel Group opened in 2000 and has grown rapidly throughout the country. It serves 65 global client-brands across 11 sites with its 40,000+ strong community.
As a community, Sitel Group associates grow together, support each other’s interests, understand, and accept each other’s individuality; and influence each other to become the best version of themselves. Believing that the employee experience is the best customer experience, Sitel Group harnesses the power of innovative technology to empower its people to create emotional connections with its customers.
Believing that businesses with clear identities that confidently articulate their culture and career opportunities attract the talent needed to continually deliver a differentiated customer experience, Sitel Group launched MAX Hire, its transformative approach to talent acquisition on a global scale. \
With MAX Hire, every pain point is removed from the recruitment process – whether it be the channel of choice for submitting an application or the time between the initial interaction and an eventual job offer – and every touchpoint in-between. The ultimate goal is ensuring candidates choose Sitel Group with confidence and consistently experience excellent recruitment processes.
Understanding that experiences are everything and that happy associates are the successful ones, Sitel Group equips its people with the tools and the freedom to learn, grow, have fun and be themselves. As a proudly people-centric leader in the BPO industry, Sitel Group is committed to the growth and long-term success of its teams around the globe. As a demonstration of this commitment, it developed its global employee value proposition (EVP): Learn, Lead & Grow.
Recognizing that the success of its business depends on the talents within its teams, Sitel Group provides associates the opportunity to continually grow, learn and share from one another. As testament to that, over 60 percent of all non-agent roles are filled via internal talent programs.
By investing in training, recognizing talent and supporting growth via coaching and mentoring, Sitel Group produces more experienced team members who stay for the long term, supporting some of the world’s best-loved brands,.
Through its Sitel MAX (or My Associate Experience) program, Sitel Group leverages its people’s innovative ideas, experiences, and feedback to shape and drive its future. Built on the belief that the employee experience is the customer experience, Sitel MAX was launched in October 2019, representing a commitment to improving the associate experience.
Sitel MAX seeks to improve the associate experience in a tangible way, across its culture, technology, processes and working environment. Through digital and social interfaces, Sitel Group brings further value to its associates (better employee experience) and customers (better customer experience).
“Take care of your employees, and they will take care of your customers” is an old management adage that holds true to this day. Sitel Group leverages on cutting-edge technology in order to empower its people to build emotional connections with its customers, resulting in one of the biggest win-win situations in its market segment.”
Shanggari Balakrishnan, Chief Executive Officer, MORS Group