2018 will mark a new phase in the journey of Sitel
Group which is now No. 3 in the sector worldwide.
How are things looking between now and 2020?
Well, as I said before, the BPO market’s continuing growth is being
accompanied by increased concentration and rapid change.
We have a number of major competitive advantages as we seek to
boost our productivity and our performance:
Sitel Group is a long-term project: both the founders and our
shareholder, the Mulliez family, are long-term stakeholders in
this 30-year-old adventure and our clients know that we are a
solid, stable partner with a long-term vision for the market and
customer relations in general.
Our global size – with 75,000 employees speaking 48 languages
across 25 countries – makes us one of the only players capable
of partnering clients across the entire planet. In each linguistic
zone, we are able to offer a virtually unique combination of
Onshore, Work at home, Nearshore and Offshore solutions.
We have a very well-balanced and diversified client portfolio:
our 10 biggest clients represent less than 35% of our entire
client base (our biggest customer only represents 7% of our
revenues) and our business is well spread out between different
geographies and sectors.
Our Ventures ecosystem that I talked about earlier and our
Customer Experience platform, provide a unique gateway to
a wide range of expertise, know-how and customer support
solutions and services.
The Group’s target is to achieve US$ 2 billion in revenues by 2020
The global brands that want us to serve their own customers on
all continents demand one very specific thing – namely, constant
quality service – and this is one of Sitel Group’s key strengths. Our
global presence has not just come about through a hotchpotch of
acquisitions. Neither are we a federation of independent countries.
What we are is a cohesive ensemble structured around “Sitel Group,
BPO as a platform” that now forms the backbone of the entire orga-
This is a major asset, recognised by both clients and analysts alike.
Our clients know that we are a solid, innovative partner who can
take them through all of the transformations that will take place in
our business over the next few years.
We want them to see us as the global partner that helps them win
market share, become recognised leaders in their sector and deliver
Tech & Industries
Cable & Satellite
Media & Entertainment, Energy, Health
Tourism & Transport
#4 › 04/18