Sitel to Foray into KPO Space

by Manu Sharma    Dec 17, 2008

Sitel India provides voice and non-voice support to several Fortune 500 clients in verticals such as technology, telecom, ISP, retail & traveling supporting their customers in the US, Canada, Europe, and Asia-Pacific. The company employees over 6,000 associates in Bangalore, Chennai, Gurgaon, Hyderabad, and Mumbai.

Speaking to CXOtoday, the CEO of Sitel India, Safir Adeni, said About 66% of its work is voice-based both incoming and outbound, and this would likely change, with voice and other services leveling out to about 50:50.

Safir s current calling is driving Sitel up the value chain from a BPO to KPO. While he swung his way through tough times he says that core infrastructure is a biggest challenge now to stay on course.

“Areas such as engineering design services and high-end technology support are among those we are actively considering. While we have begun to incubate a facility for a UK-based company handling data analysis and market research, the scope of KPO is likely to expand by next year,” Adeni said. Besides, we shall also focus on new and mid-range enterprise clients during the coming calendar year.

Sitel has projected a 20-25% growth in the coming fiscal and also plans to expand to Tier II cities like Chandigarh, Jaipur, Lucknow in the BPO space.

The company announced that its Bangalore-based BPO centre which was originally a joint venture with ITC Infotech, will be re-banded as Sitel India. We are excited to integrate the BPO centre with the Sitel India family. This expanded footprint would further help us leverage the Sitel brand in India, said Adeni.

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