List of Sitel Call Center Service Customers
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United States
Since 2010, our global team of researchers has been studying Sitel Call Center Service customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Sitel Call Center Service for Professional Services from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Sitel Call Center Service for Professional Services include: Nestle, a Switzerland based Consumer Packaged Goods organisation with 275000 employees and revenues of $102.77 billion, Capital One, a United States based Banking and Financial Services organisation with 76300 employees and revenues of $39.11 billion, NHS 111, a United Kingdom based Professional Services organisation with 3000 employees and revenues of $300.0 million and many others.
Contact us if you need a completed and verified list of companies using Sitel Call Center Service, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Sitel Call Center Service customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Capital One | Banking and Financial Services | 76300 | $39.1B | United States | Sitel Group | Sitel Call Center Service | Professional Services | 2010 | n/a |
In 2010, Capital One implemented Sitel Call Center Service with Sitel Group as the vendor, deploying an outsourced contact center arrangement under the Professional Services category to support customer contact operations. The implementation established multichannel agent workflows to handle inbound phone, email, and written customer communications for retail banking customers.
The Sitel Call Center Service configuration covered core contact center capabilities, including agent-facing email advisor workflows, voice call handling, multichannel routing, and case handling for card activation, repayment setup, card payments, billing inquiries, and statement dispute resolution. These functional modules aligned with standard contact center operations and were configured to support campaign-specific scripts and transaction handling for payment and account activation tasks.
Operational coverage included the Sitel Newcastle center, with recorded activity from November 2014 to present, and a campaign transfer to Capital One-focused voice operations beginning in October 2015. Agent roles evolved from email advisor duties on utility campaigns to voice-based Capital One campaign responsibilities, demonstrating campaign-level staffing and role reassignment.
Governance reflected campaign-centric workforce allocation and role-based routing, with process-level coordination between Sitel Group operations and Capital One customer service requirements. The implementation emphasized staffed campaign workflows and agent skillset alignment typical of Professional Services contact center engagements, supporting customer service and payments business functions.
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Nestle | Consumer Packaged Goods | 275000 | $102.8B | Switzerland | Sitel Group | Sitel Call Center Service | Professional Services | 2020 | n/a |
Nestle implemented Sitel Call Center Service in 2020. Sitel Group operated a Pau site engagement in March 2022 to handle consumer contacts for the Buitoni pizza brand, delivering front line voice support and case intake at that site.
The Sitel Call Center Service was configured to manage incoming calls using scripted agent greeting and verification workflows, active listening and reassurance techniques, and structured ticket creation. Functional capabilities documented during the Pau engagement included standardized agent opening scripts, product identification and application of product specific instructions, capture of caller information into a ticket template, and execution of customer requests which were most often refunds, consistent with Professional Services call handling for consumer packaged goods customer service.
Operational coverage focused on Buitoni product inquiries and refunds, with a defined handoff process that informed callers they would be contacted by the company customer service team to complete the request. Site level governance included adherence to client scripts, ticket field validation based on requested information, and on floor behavioral controls such as observing barrier gestures while providing agent support to colleagues.
Governance and workflow design emphasized scripted resolutions and escalation to Nestle customer service for follow up, with tickets populated according to the information requested from callers and product instructions applied case by case. The implementation narrative shows Sitel Call Center Service delivering standardized call intake, case creation, product based handling, and refund execution within the Professional Services scope of Nestle customer service operations.
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NHS 111 | Professional Services | 3000 | $300M | United Kingdom | Sitel Group | Sitel Call Center Service | Professional Services | 2020 | n/a |
In 2020 Sitel Group provisioned the Sitel Call Center Service for NHS 111 to staff the NHS 111 COVID19 Response Service. The Sitel Call Center Service, in the Professional Services category, functioned as a centralized contact center handling inbound COVID19-related calls via agent workstations.
Line agents operated on a six week contract from March 2020 to April 2020, answering calls using Avaya VOIP phones and following the system provided clinical assessment workflow to triage callers and capture case details. Functional capabilities implemented included telephony handling, scripted clinical assessment, call documentation, and coordination interfaces to support real-time handoffs to clinical staff.
Operational scope focused on patient triage and emergency coordination for the NHS 111 COVID19 Response Service, with agents liaising directly with NHS staff and emergency service workers. Governance emphasized rapid decision protocols, empowering agents to make responsible on-the-spot routing and escalation decisions under time constraints, and the Sitel Call Center Service served as the operational hub integrating Avaya telephony with communication channels to NHS and emergency responders.
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Buyer Intent: Companies Evaluating Sitel Call Center Service
- Foundever, a United States based Professional Services organization with 170000 Employees
- Electrocomponents Plc, a United Kingdom based Distribution company with 7406 Employees
- Square, a United States based Professional Services organization with 12428 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
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