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.
Founding Partner and CEO of Sitel Group