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Confidence Index:

for CX Services Transformation

NelsonHall Confidence Index is a quarterly survey to measure changing levels of business confidence within Customer Experience Services

Join NelsonHall Customer Experience Services Confidence Index:

Every quarter NelsonHall publishes the NelsonHall Customer Experience Services Confidence Index, a Quarterly Index of Confidence that monitors changes in industry confidence in the global CX Services Transformation market.

For a sample report and details of how to join NelsonHall's Customer Experience Services Confidence Index, please contact us

Sitel - Customer Management Services

Vendor Analysis

by NelsonHall Analyst

published on Nov 07, 2012

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Report Overview:

This NelsonHall vendor assessment analyzes Sitel's offerings and capabilities in Customer Management Services. Sitel is one of a number of Customer Management Services companies analyzed in NelsonHall's comprehensive industry analysis programs.

Who is this Report for:

NelsonHall's customer management services profile on Sitel is a comprehensive assessment of Sitel's customer management services offerings for organizations and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of customer management services (CMS) to serve organizations and identifying vendor suitability for CMS RFPs
  • Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
  • Financial analysts and investors specializing in the support services sector


Scope of this Report:

The report provides a comprehensive and objective analysis of Sitel's customer management services, capabilities, and market and financial strength, including:

  • Identification of the company's strategy, emphasis, and new developments
  • Analysis of the company's strengths, weaknesses, and outlook
  • Revenue estimates
  • Analysis of the profile of the company's customer base including the company's targeting strategy and examples of current contracts
  • Key client case studies
  • Analysis of the company's offerings and key service components
  • Analysis of the company's delivery organization including the location of delivery locations.


Key Findings & Highlights:

Sitel's offers both inbound and outbound support, although most of its activity is based around inbound services. These services include:

  • Customer acquisitions
  • Customer care
  • Technical support
  • Social media

Sitel operates ~120 centers across 25 countries and provides services in 40 languages.

Sitel's current client list contains predominantly Fortune 500 companies. Within these organizations Sitel has identified its key target verticals to include:

  • Healthcare and insurance
  • Technology
  • Financial services
  • Media and entertainment


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