NASHVILLE, Tenn., Nov. 26, 2013 /PRNewswire/ -- Sitel, a leading global customer care provider, announced that Senior Vice President, Operations Planning & Solutions, Larry Hefling has been awarded the U.S. Industry Champion Award by Contact Center World. The Industry Champion Award highlights those who have contributed to the growth and/or image of the contact center industry.
Hefling was recognized for his work in bringing Total Cost of Ownership (TCO) into the buying process - helping buyers and sellers truly understand the overall value of Sitel's services and how they can optimize value at the enterprise level. Through this approach to TCO pioneered by Hefling, Sitel has directly helped clients save millions of dollars each year while leading the customer care industry to better understand client and customer needs.
"It's an honor to be recognized by my industry peers. Working from a TCO approach enables Sitel to think beyond the supplier, vendor and partner, focusing our energy on the customer and, in the end, finding value for all," said Hefling. "It's all about challenging traditional approaches and getting people thinking not what if or why, but how and when."
"Larry's approach has consistently helped elevate customer care strategies and actions for some of the greatest brands and most influential companies in the world," said Sitel's Executive Vice President and Chief Commercial Officer, Don Berryman. "In his 25-plus year career, he has contributed significantly to advancing the value of the contact center industry and substantially increased the value Sitel provides to our client's shareholders."
As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With over 28 years of industry experience, Sitel's 58,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel's global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation. For more information, please visit www.sitel.com.