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In September 2015, Group Acticall acquired the US

company Sitel. Laurent Uberti, how have things gone

since you completed this game-changing acquisition?

Along with my two partners - Olivier Camino and Arnaud de La-

coste - we were convinced that if we wanted to compete with today’s

international brands and tomorrow’s unicorns, we really needed to

become a global Customer Experience player.

And this is why we set off on this amazing adventure to acquire Sitel

(an internationally renowned BPO provider that reported revenues

of US$ 1.4 billion in 2015 and employed 67,000 people). We felt that

we would be too constrained if we remained a regional player and

that an acquisition was needed if we wanted to step up a gear.

Business process outsourcing (BPO) has really turned into a dyna-

mic, fiercely competitive market whose rapid growth is driving a

radical transformation of the whole industry. Recent trends point

to increasing concentration in the sector and only the international

heavyweights are now able to bid for the big international tenders

that are increasingly becoming the norm.

So here we are, right in the middle of this amazing entrepreneurial

and human adventure along with our teams and our shareholder,

Creadev, who has been partnering us since 2007 and enabled us to

complete this acquisition. Creadev shares our long-term vision and

this helps buy the time we need to nurture the new Sitel Group with

its 75,000 employees and 150 sites spread across 25 countries.

In three years, we have overhauled our organisation and our teams

at both global and local levels in each country.

2017 was a major turning point. What

key milestones did you achieve?

Any acquisition on this scale involves a transformation process

and this is what we have been working on over the past two years.

Although we’ve streamlined the existing organisation, we have

moved into new countries (Colombia, Mexico, Honduras and China),

invested in R&D and began operating out of new sites including in

the UK, Germany, the Philippines, Portugal and Lithuania.

Laurent Uberti

Founding Partner and CEO of Sitel Group

INTERVIEW