Outbound Call Center Featured Article

Sitel Expands Call Center Services Footprint in Nicaragua

By Anil Sharma
TMCnet Contributor

Sitel, a global business process outsourcing (BPO) provider, has opened an additional call center in Managua, Nicaragua to serve English and Spanish-speaking U.S. consumers.

Officials with Sitel said that the 21,000-square foot facility adds more than 450 seats to the company’s established agent base in Nicaragua and will bring its total employee count in that country to nearly 3,000. The facility will be ready for occupancy in December  and Sitel expects the center to receive its first call in 1Q 2011.

Company officials said that Sitel first entered Nicaragua in 2008 to provide customer and tech support for Fortune 1,000 companies in wireless, consumer electronics, media services, banking and other financial product lines.

“Latin America, and Nicaragua in particular, has really come into its own as a call center hot spot due to the region’s unique ability to offer culturally aligned, multilingual talent for a wide range of U.S. consumer markets,” said Don Berryman, general manager of the Americas at Sitel, in a statement.

Berryman said that with the ongoing support of organizations such as ProNicaragua, as well as the established free trade zone regime, Sitel’s continued investment in this nation and its peoples is a sustainable win-win for our client base and employees.

According to company officials, Sitel’s first Nicaragua call center opened in one of Managua’s few skyscrapers, called Invercasa, in April 2008. Due to increasing demand for seat capacity, Sitel expanded twice and ultimately added a second site at the former U.S. Embassy compound in historic old Managua in January 2009.

Earlier in November Sitel had announced a partnership with Vanderbilt University’s Owen Graduate School of Management designed to provide MBA students with global work experience, executive mentoring opportunities and a commitment to diversity in the workplace.

Recently, the Vanderbilt Owen Graduate School of Management’s Executive MBA program ranked No. 24 among independent U.S. programs, and No. 72 worldwide, according to the 2010 survey published by the Financial Times (News - Alert).

In 26 countries doing business in 32 languages, Sitel’s leadership team has the diversity to represent clients and locations around the world. The partnership with Vanderbilt furthers defines Sitel’s commitment to bringing the best, brightest and unique talent to the workplace.