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Sitel’s Exeter Facility Awarded Best Retention Strategy in the South West Contact Centre Awards 2010

Posted on Jul 04 2010
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 WATFORD, United Kingdom--(BUSINESS WIRE)--Sitel’s Exeter Facility was honoured with the Best Retention Strategy award in the South West Contact Centre Awards 2010. The second annual event paid tribute to the successful businesses and individuals that are committed to consistently delivering excellence in the contact centre. The facility was also Highly Commended for the Best Outsourcing Relationship and a finalist in the Best Use of Technology category.

Sitel’s Exeter facility faced retention challenges throughout the latter part of 2007 when two of the site’s largest clients consolidated operations due to the economic slowdown of the retail sector. As a result, 206 employees were placed at risk of redundancy. The site management team implemented a strategic plan to secure four new pieces of business and retain high quality staff. Several initiatives were launched to improve morale during the transition by ensuring employees felt valued and invested in the success of the office.
As a result, new business was won and nearly every employee was successfully transitioned onto a new team. To date, the site remains culturally strong and with a united approach to the work ethic retention is still extremely high. In 2009, Sitel’s Exeter facility beat its annualised target of 25% with 24.9%, firmly positioning the site as a best-in-breed performer among outsourced agencies. The facility finished 2009 by securing a large contract with a major UK retailer that cited Sitel’s staff culture and retention strategy as key factors in the decision-making process.
‘Sitel’s case study on employee retention is truly commendable and the Exeter site was a clear choice for the Best Customer Retention Strategy award,’ said Jane Thomas, managing director of the South West Contact Centre Forum. ‘Sitel has demonstrated best practices in staff retention and a commitment to delivering outstanding customer service and should be very proud of their achievements.’
‘It is an honour to be recognised with the Best Customer Retention Strategy award because it reflects our hard work in building an ethos where our employees are free to express their opinions and suggestions, where management can be challenged and our performance structure is open,’ said Tim Schuh, General Manager Northern EMEA, Sitel. ‘With such a united approach to our work ethic and culture we find ourselves well placed to continue to deliver high service standards at competitive rates.’
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