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Sitel - CMS in Retail Banking

Vendor Analysis

by NelsonHall Analyst

published on Feb 17, 2014

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Report Overview:

Sitel is a pure-play customer management services (CMS) company headquartered in Nashville, Tennessee, in the U.S. It is a privately owned company, and was formed in 1985 in the U.S., when Softbank Services Group was acquired by Toronto-based Onex Corporation and combined with North Direct Response Inc., a Canadian outsourced customer service provider. Onex is Sitel's majority shareholder.

Who is this Report for:

NelsonHall's CMS in retail banking industry sector profile on Sitel is a comprehensive assessment of Sitel's retail banking sector customer management services (CMS) offerings and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS to serve the retail banking sector 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 retail banking sector CMS offerings, 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 retail banking sector customer base, including the company's targeting strategy and examples of current contracts
  • Analysis of the company's retail banking sector CMS offerings and key service components
  • Analysis of the company's delivery organization including the geography of delivery locations used for retail banking sector clients.




Key Findings & Highlights:

From January 1999 through 2004, Sitel made the following acquisitions: LCS Industries Inc., Canadian Access Insurance Services Ltd, Cordena call management (Europe), MarketVision, Associates TeleServices and a portion of the BT Syncordia Solutions Outsourced Call Center portfolio in the U.K.

Sitel was acquired by ClientLogic in 2007 for ~$450m, and the combined entity was rebranded as Sitel.

A majority of Sitel's CMS retail banking clients are based in the U.S.

The company provides customer management services in support of a range of banking products including:

  • Credit cards
  • Mortgages.

Sitel has delivery centers in support of its retail banking customers primarily in the Philippines and U.S.

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