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Sitel recognised for the Best Outsourcing Partnership in Europe

This article provided by Sitel

CCMA also awards Sitel with Silver for Most Effective Learning & Development Programme

On Tuesday November 28, Sitel received both the Gold award for Best Outsourcing Partnership with their partner John Lewis in Sitel’s locations in Exeter and Plymouth and a Silver award for Most Effective Learning & Development Programme in their Newcastle site. The company was also given a certificate recognising Sitel Swansea with as a Highly Commended Outsourced Contact Centre of the Year. The Jury of the Call Centre Management Association (CCMA) recognised Sitel at the European Contact Centre & Customer Service Awards (ECCCSA) ceremony.

“Winning an ECCCSA this year was not easy,” said Ann-Marie Stagg, ECCCSA Chair of the Judges. “The robust face to face judging process was carried out by judges who are very experienced and recognised across our industry. And each entry was judged through a two-stage process which included both panel presentations and site judging visits.”

Sitel was awarded “Gold Winner” for Best Outsourcing Partnership with client John Lewis, a successful and long-standing partnership. “It’s a real honour to win this award and amongst such a high calibre of finalists.  It is really down to the great team work from both the Sitel and John Lewis teams. They have all worked incredibly hard and it is great to see it recognised in this way,” said Ray Biggs, Head of Contact Centre Operations at John Lewis about the award win.

Starting in 2010, Sitel’s relationship with John Lewis began at Sitel’s Exeter site and has since been extended to Sitel’s new flagship site, The Ship – Spirit of Enterprise, in Plymouth in May this year, with the Sitel team focusing on the consistent and high-quality delivery of customer care and technical support services across John Lewis’ network of stores and online business.  “This award is for great teamwork between our teams and our partner, John Lewis, where both companies are enabled by great effort and commitment of our agents every day,” said Karl Brough, General Manager, Sitel UK & Ireland. “For us, it is essential to have a good relationship with our clients, which allows us to anticipate their needs and be able to provide the best experiences to their customers. This level of trust we have with our partners also allows us to grow our partnerships with them and support them in evolving their customer experience strategies.”

Also awarded “Silver Winner” in the category “Most Effective Learning & Development Programme” Sitel’s Newcastle team – and in particular their Learning Manager Pam Avornyo – were recognised for their innovative and engaging approach to learning and people development both internally within the team and in the broader community.  Supporting over 300 learners within the site and enabling growth in the site of more than 74 percent with the team now more than 850 associates strong, this programme has enabled approximately 70 percent of non-agent positions to be filled via internal career development pathways and has enhanced the lives of associates via health, wellbeing and personal development opportunities.

“At Sitel, we lead by example so we focus on playing a key role with the health advocates in planning and implementing health and well-being events throughout the year,” said Judith Mottershead, Site Director Newcastle, about the win. “We have supported development of our 3-year health and well-being strategy, ensuring we understand the objective and to deliver on our commitments.”

The European Contact Centre and Customer Service Awards (ECCCSAs) are the largest and longest running awards in the customer contact industry, with 17 European countries represented in the event with 39 percent more nominations compared to the previous year. Highly regarded for its robust judging process, the ECCCSAs recognise organisations that are leading the way in delivering exceptional service to customers – valuing their people, continually innovating to improve the customer experience and operating efficiently and effectively.

Taking place at the impressive Evolution venue in Battersea Park, London, more than 1,100 guests were entertained with acts from around the world before winners were announced by Fiona Bruce, with support from Olympic Gold Medallist, Steve Redgrave.

More information on the winners in each award categories can be found at:


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