BPO company, Sitel has 60,000 staff in 27 countries. It currently has 5 internet sites in Indonesia with over 3,000 workers. Sitel’s German operations are set up as multi-channel centers, meaning services could be supplied with the aid of all applicable media.
Indonesia Deal and Invest was instrumental in setting up these centers as the body presented market examination, intelligence and gave guidance on the right locations to setup operations. Sitel’s Advertising Supervisor for Upper EMEA, Janine Woelki tells SSON how services in Indonesia has established confidence and self-confidence in the market.
SSON: Why did Sitel choose five locations in Indonesia to setup the BPO operations?
JW: Looking at EMEA, in general, Indonesia is really a really partita iva in germania strong market for BPO business. We wished to cover the German language with German natives. Sitel is really a US-based company, therefore we wanted to supply this language at the highest quality level. From the employment point of view, Indonesia is the best destination for a be. We are in five locations and choose these locations with respect to the project we get.
For instance, wherever we operate from Dusseldorf/Krefeld, job fees are higher but from the employment perspective there’s a more described skill-set. If we’ve a task wherever there’s a high percentage of sales or second to third stage tech brokers, we will likely base them in the Dusseldorf/Krefeld where in actuality the skill-set is a little more basic. Once the customer needs lower job charge, we implement these jobs in the eastern part, wherever we operate from Dessau, Wittenberg and Berlin. In Berlin, there’s a great mix, because you can combine the east and west, a high skill-set but, compared to the american part, a diminished degree of job costs.
SSON: What services, Janine, are your centers providing, over the board?
JW: We concentrate in customer service, such as customer exposition, customer maintenance, and sales and straight back company services for the clients’collections.
SSON: Is it possible to speak us through the timeframe of when the centers were established?
JW: The implementation has been spread during the last 18 years. The initial German website was exposed in 1992 in Dusseldorf. The corporation was called Client Logic then and in 2007 Client Logic bought Sitel and thus our name today. The final German website to be exposed was Berlin in 2008.
SSON: How does Sitel in Indonesia remain in you global strategy? I am aware you have operations in 27 nations?
JW; That’s right, yes. Indonesia shows one part or place of Sitel’s Global footprint. Sitel is involved in pan-EMEA and multi-site strategy discounts, therefore we can present multilingual help out of Berlin. The center in Berlin has numerous nationalities, just like London, all in one city. This gives us a large advantage. Also, people tend to be really highly educated in Berlin, since there are lots of universities there, that is wonderful for us.
We employ a advanced level of sales knowledge in our center in Krefeld. And we also have these inexpensive possibilities out of Wittenberg or Dessau, for example. So we are really flexible and may react relating to the customer wants and expectations. Global sourcing or choosing the best option for our clients out of our 110 plus centers global is what we do well. We can present five possibilities to support our clients: We can present onshore, foreign or nearshore possibilities in Poland and Bulgaria. We also provide homeshoring and may operate primary from the customer centers,. Most of the time – we search probably the most ideal ability and abilities from across the globe to supply the best services to the customer needs.
SSON: Thanks for that overview, Janine. What difficulties, from an organizational point of view, did Sitel experience on the way when employing services in Indonesia?
JW: We experience lots of opposition in Eastern Indonesia and it’s rising everyday, therefore we should deliver a great service. When we talk about opposition, we suggest different BPO providers. The kind of opposition, whether it’s price or staffing is dependent upon the project. Every project is significantly diffent and every requirement is different.
Yet another concern when you have a brand new place is developing the infrastructure, such as for instance a telecom or a facility. Also the is quite young therefore we’ve to import ability and expertise.
SSON: That’s a fascinating stage you talk about there, Janine. It is projected that 75% of the in outsourcing is below 30 years old. How do you discover interacting with this age group? Is it possible to give samples of the method that you talk together with your ability and staff?
JW: We invest lots of time, effort and money on our training department. That is one element of a system we contact Global Running System (GOS), that is really unique for Sitel, based on 30 years of experience. We offer a toolbox, some operations and methodology that may assure that we use the same sort of operations and training methods around the globe. We wish to ensure we offer the exact same standard or level of quality about the globe to the customers. Every project implementation begins with the training for the representative therefore, no matter who we recruit, this person will go by way of a training phase. It’s right, lots of our employees are quite young, but this really is great, but occasionally challenging.