Whenwe acquired Sitel it was a struggling company with an outdated
organisational structure – too many layers of management and exces-
We wanted to empower the countries and develop an entrepreneu-
rial mindset at all levels of the organisation. Decisions are now taken
out in the operational units, close to where our customers are. Be-
cause all of our country teams are in phase with their markets and
the local culture, they are more in tune with local challenges and
what our customers actually want.
We introduced and actively encouraged agile and flexible action
at all levels of the company and 2017 witnessed the completion of
this vast process which has culminated in greatly enhanced perfor-
mance and results.
Your entrepreneurial journey with Olivier Camino and Arnaud
de Lacoste has greatly influenced your corporate culture.
How would you actually describe this corporate DNA?
Being close to our teams has always been important for us. This was
key when we started out in the BPO sector 20 years ago and it is still
the mindset that guides us today. Proximity, simplicity and responsi-
bility are the key components of our corporate DNA.
When I talk to the teams, especially our US-based teams – I like to
remind them of Jeff Bezos’ “always Day 1” philosophy because it
sums up just how important it is to stay focused on your fundamen-
tal start-up principles if you are going to succeed.
This mantra puts it in a nutshell! You have to hold onto the mind-
set that you had on Day 1 of the start-up! The way that we partner
our clients is guided by four fundamental principles: “Stay focused
on customers”, “Focus on results and not processes”, “Look outside
the company”, and “Make decisions quickly”.
Our country teams are in phase
with their markets and the local
culture, they are more in tune
with local challenges and what
our customers actually want.
GLOBAL PLATFORM OF CUSTOMER EXPERIENCE SERVICES
#4 › 04/18