Sitel Adds the Human Touch to Valentine's Day Shopping

Global Customer Care Leader Ramps At-Home Customer Care Program for Leading Floral Retailer

Feb 13, 2014, 09:25 ET from Sitel

NASHVILLE, Tenn., Feb. 13, 2014 /PRNewswire/ -- Holidays are busy times for both consumers and retailers, and Valentine's Day is no exception. Buyers want fast, personalized service to help choose the perfect gift for their loved ones. Retailers often get overwhelmed with order volumes, creating logistical challenges that result in poor customer experiences.

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Sitel, a leading global customer care provider, today announced an innovative partnership with a leading floral delivery company to put the human touch back into the Valentine's Day ordering process. The company deployed 100 of its Sitel Work@Home Solutions agents to personally handle calls and provide outstanding customer experiences.

"Many businesses simply view the ordering process as a B2C (business to consumer) transaction. Sitel introduced the H2H (Human 2 Human) approach with our unique ability to connect high brand affinity customers with passionate, like-minded agents," said Sitel's Senior Vice President and General Manager, Sitel Work@Home Solutions, Felix A. Serrano.

The work-at-home model is rapidly becoming an important part of a customer care strategy, and Sitel is leading the way. The company has provided at-home customer care, sales and support services since 2009. Sitel Work@Home Solutions deliver premium care that aligns to the timing of the customer's choosing, such as Valentine's Day.

Sitel Work@Home Solutions provide access to agents with specialized skill sets. The company locates passionate brand evangelists with deep customer care skills to serve as agents. These subject-matter experts, working from home-based offices across diverse geographies, are specifically aligned to meet customer needs. Expert customers helping fellow customers – the brand-building H2H customer experience approach that is unique to Sitel.

"This strategic Sitel Work@Home Solutions ramp-up further solidifies Sitel as a trusted partner for value-added outcomes during seasonal surges," said Sitel's Chief Global Markets and Infrastructure Officer, Sean Erickson. "Many of the world's best-known brands count on Sitel for memorable customer experiences from specialty agents with unique training, language capabilities and availability."

About Sitel

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


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