Sitel, a leading global customer care provider, today announced it has been positioned by Gartner, Inc. in the Leaders quadrant of Gartner’s 2013 Customer Management (CM) Contact Centre BPO report. The report evaluates vendors through a series of stringent criteria related to the ability to execute and completeness of vision.
In the report, Gartner Research VP TJ Singh notes, “Leaders demonstrate market-defining vision and the ability to execute against that vision through CM contact centre BPO services, a superior market share (among the top 10 providers in regions where they compete), and solid references for CM contact centre BPO services worldwide, including a cross section of vertical industries. Leaders also have superior investments in innovative CM contact center BPO service offerings, business/pricing models and service delivery models. They have a superior understanding of client needs and of current market conditions and they are actively building competencies to sustain their leadership position in the CM contact centre BPO market across multiple regions. The CM contact centre BPO service providers in this Leaders quadrant generally also have strong global and regional service delivery operations and deep technology to leverage, and they deliver above-average customer experience.”
Singh forecasts continued growth and opportunities for the industry, stating, “The worldwide CM contact centre BPO market is forecast to grow steadily at a 5.2% compound annual growth rate (CAGR) from 2013 through 2018. By the end of 2018, Gartner estimates the CM contact centre BPO industry will achieve a market size of $42.4 billion. Therefore, Gartner believes the opportunities for growth in market share are robust for those companies willing to aggressively make investments in marketing, sales and Process Enhancement Technologies and Services (PETS) and acquisitions.”
“We’re pleased to be positioned in the Leaders Quadrant of the Customer Management Contact Centre BPO report. Sitel continues to advance its role as a world leader in outsourced customer care innovation and deliver tangible benefits for our clients and their customers,” said Bert Quintana, president and chief executive officer of Sitel. “In 2014, Sitel will continue to broaden its competitive advantages, expand its omnichannel capabilities and further invest in the right people, processes and technologies.”