American BPO provider Sitel has made its foray into China with the launch of a contact center in Kunshan, a small city in southeastern Jiangsu Province.
The Kunshan center will provide customer services through both voice and WeChat in Chinese language.
Sitel has partnered with a local BPO provider called 800 TeleServices to operate its Chinese delivery center. Headquartered in Shanghai, 800 TeleServices has operations in most major Chinese cities, including Guangzhou, Chongqing, and Yangzhou, Xi’an, in addition to Hong Kong and Taipei.
“This opportunity allows us to further support our global clients in delivering exceptional experiences for their customers in China,” said Laurent Uberti, President, CEO and Founding Partner of Sitel Group.
Sitel Group is not new to China, because its subsidiary Learning Tribes has been providing call center management training in the Asian country for the past two years.
A delivery center in China opens up opportunities for ‘new partnerships with key global players seeking to operate’ and expand in China, stated the BPO provider.
Most Western professional services providers arrived in China after following in the footsteps of their clients. However, winning Chinese clients has never been easy for them.
With more than 150 delivery centers and 75,000 employees, Sitel is one of the world’s largest voice-based BPO companies. In Latin America, it has operations in Nicaragua, Colombia, Brazil, Mexico, and Panama.
“As a leader in the customer experience industry, this expanded multicultural footprint and growth in the Asian market is a continuation of that journey for our group,” Uberti added.