1

SITEL Baguio: an overview

By: Romulos M. Amistad
Introduction
The original SITEL (Systems International TELemarketing) was founded in 1985
by James F. Lynchan, an answering service company owned by United Technologies. In
June 1985, SITEL became the first publicly traded, independent teleservices company and
was listed on the NASDAQ ( National Association of Securities Dealers Automated
Quotations) through an initial public offering (IPO). On January 30, 2007, ClientLogic
Corporation announced SITEL WORLDWIDE CORPORATION its acquisition of SITEL
Corporation. The combined company would now be called Sitel and its headquarters
moved to ClientLogic's headquarters in Nashville.
Sitel Group is one of the largest customer experience companies in the world. The
group is comprised of industry-leading firms providing business process outsourcing, digital
marketing, training and talent management, technology and innovation, consulting and
analytics solutions.
It is the leading business process outsourcing (BPO) call center provider; as ranked
by the Black Book of Outsourcing, a Data monitor company. Sitel’s 60,000 associates
provide clients with predictable and measurable return on their customer investment by
building customer loyalty, increasing sales and improving efficiency.
With over 30 years of industry-leading experience, Sitel Group’s 75,000 associates
service more than 400 clients, Fortune Global 500 companies as well as local businesses,
through its network of more than 150 offices in 25 countries.
Sitel Philippines Corporation, a call center, provides contact center services in North
America, Europe, and Asia. It offers customer, technical support, inbound and outbound
sale, upsell and loyalty program, lead generation, and customer satisfaction survey
services. Sitel Philippines Corporation was formerly known as ClientLogic Philippines. The
company is based in Metro Manila, the Philippines with an additional office in Pasig City,
Tennessee. Sitel Philippines Corporation operates as a subsidiary of Sitel Worldwide
Corporation.
Since its inception in 2000, Sitel Philippines have delivered world-class offshore
customer management solutions to clients from a wide variety of services. Its business
strategy includes building long-term client relationships, capitalizing on its expert response
team in the Philippines and leveraging our depth relevant experience from Filipino talents.
The company continues to develop highly offshore delivery model, expanding with new
locations in the established Philippine market.
 2

Considering its strategic location, unique edge as an English-speaking country and

infrastructure, the cost of doing business in the Philippines is surprisingly low, positioning
the country in the hotspot of contact center offshoring.
Sustaining its growth trajectory in the Philippines, Sitel recently opened its 4th site
in Baguio City (see location map Appendix B) , bringing to 13 the total number full-service
customer contact service centers in the country. Sitel has enjoyed steady growth in the
local market for 18 years now, since it set up shop in the country in 2000.
The new facility created a total of 800 jobs to the local community. Sitel’s total
employment not stands at over 4,000.
The Philippines’ business friendly climate, in particular, its pool of highly skilled
talent with a strong customer orientation have enabled Sitel to grow and expand steadily.
The new facility reinforces Sitel's commitment to increase its footprint in the
country and generate more jobs for Filipinos. It offers the region’s talent a chance to
belong to a leading global brand and work in a cutting-edge Sitel facility.
From just 35 employees in 2004, Sitel have steadily increased to over 4,000
employees in Baguio, servicing 13 accounts. Sitel remains to be Baguio City’s top company
providing job opportunities in the region, and with the upgrades to our new facility, and
constantly stepping up their game. Sitel wanted to create a best in-class facility and a
workspace that its employees can call their second home.
The Sitel’s SM Cyber site is now home to the region’s Recruitment hub which boasts
of the latest innovations in workspace technology, aesthetic design and one-of-a-kind
amenities, such as the Entertainment Center that features an 18-hole indoor golf course,
pool tables, and futsal and basketball facilities. Innovations in office design are not limited
to the recruitment and entertainment areas.

Sitel-Baguio Architectural Design Sitel-Baguio Mini Gym

The Production Floor for the Sitel SM Cyber site is especially designed to promote
open communication. The Business Lounge was created with a large open space featuring
 3

private work areas, phone booths, and huddle rooms for associates to meet, share ideas,
brainstorm, and innovate.
Sitel’s experience training solutions are concentrated in:

 Training Reengineering
Sitel evaluates training materials and strategies to reduce costs, increase efficiency,
decrease attrition and enhance customer-centricity
 Operational Excellence
Sitel implements proven and customized training programs to improve operational
key performance Indicators (KPI) – quality, productivity and sales
 Business Transformation
It trains on new processes and tools (CRM) and offer learning and support strategies
for rapid organizational change
 Training Digitalization
It delivers digital training solutions including mobile learning, massive open online
courses (MOOC) and e-learning
 4

DISCUSSION OF IMMERSION

October 22-23, 2018: A day of orientation, familiarization, and, integration

October 29, 2018: Immersion proper with sitel’s HRD guidance
November 12-14, 2018: Learning the Sitel Style of Management

STAFFING PROCESS

1. Estimating Manpower Requirements and Recruitement

SITEL's flexible working, training, and promotion practices, helps it find and keep
the staff it needs and maintain high levels of customer service in a challenging resourcing
environment.
Hiring process in Sitel:
1. Initial Interview (group interview.. around 5-10 applicants)
2. Computer Exam (technical, profile, math, synonyms, logic)
3. Phone Simulation (they will give you a situation regarding with the account)
4. Behavioral Interview
5. Final Interview

It is a one(1) day hiring process-- 24hours actually. Patience is needed.

 5

The average salary in Baguio City, is PHP 197,602. Popular jobs in Baguio City
include Call Center Agent, Customer Service Representative (CSR), and Civil Engineer which
pay between PHP 180,000 and PHP 221,838 annually. Some popular Baguio City industries
include Business Process Outsourcing, Customer Service Call Center, and English Language
School.

My experienced to be “recruited”

2. Selection:
Recruitment:
SVAR is an automated Spoken English Assessment Tool. SVAR is available over
Interactive Voice Response(IVR) as well as the Internet. The tool evaluates the
pronunciation, fluency, intonation, listening, language anticipation and spoken English
understanding of the candidate.
 6

The Sitel recruitment process includes:

Application: The Sitel SM Cyber Site application process can be performed online,
in-person, or through an employee referral. Applicants are expected to give in their
resumes as well if requested.
Telephone Interview: The first interview stage may entail a phone call from an HR
recruiter. These short screening conversations normally take up to 30 minutes and
allow the hiring team to assess applicants’ skills and characteristics.
In-Person Interview: In-person Sitel SM Cyber Site interviews are conducted by
either a panel or just one employer. The Sitel interview phase may include several
stages and aims to assess one’s behavioral traits and character.
Tests: Performing certain psychometric exams may be a required step. Sitel pre-
employment tests give employers a deeper understanding of candidates’ cognitive
capabilities and skill set for the available position.

Sitel Aptitude Test Preparation

Candidates may be required to take aptitude exams which evaluate their cognitive
abilities. These tests measure one’s mathematical, verbal, and logical reasoning skills.
Other assessments include the typing tests, which are given to measure how quickly and
accurately an individual can type in a certain amount of time. Sitel particularly evaluates
candidates’ performance regarding their customer service skills, since many employees
often deal with customers on a day-to-day basis. Customer service assessment tests may
be conducted along with a role-play exercise.
Determining whether applicants possess the skills necessary to work in customer
service, the Situational Judgement (SJT) exam may be given. This test measures one’s
behavioral tendencies based on the action they choose to take in a scenario. The
personality assessment evaluates one’s characteristics to determine their suitability for the
vacant jobs. Bother assessments aim to score candidates’ level of communication skills,
adaptability, stress tolerance, and problem-solving abilities.
Sitel Interview Questions
The thought of going through the Sitel interviews may feel overwhelming, however,
practicing before and doing some research will help improve your performance when the
interview comes around. There are various methods and styles which are used, from
competency-based to technical interviews. Preparing for every possible question can be
accomplished by practicing with JobTestPrep.
 7

January 3-14, 2019

Behavioral Interview includes:

For Behavioral (Sitel HR staff): Mostly about experiences in college and OJT. For
Final Interview (Manager or Supervisor): 1. Tell me something that is not written in your
resume. 2. How do you deal with criticism? 3. How do you deal with stress? 4. Why should I
hire you?
1. Working with your colleagues: Questions about working with colleagues are some other
behavioral interview questions which may be difficult to answer. The interviewer is not
looking for loyalty and camaraderie as much as he or she is looking for a person who is
responsible for getting a particular assignment done in a good and amicable way.
Therefore, one should give them the idea that you are a responsible colleague who can
become a natural leader given the reason and the managerial support.
2. Situations of pressure: Another important question would be the how one could handle
pressure situations. It is well known that the best people are always found during a
pressure situation and that every company wants someone who can handle any pressure
situation. Therefore, the answer to the question should give them the idea that you are
willing and able to handle any pressure situation that might occur in the workplace.
3. Use of judgment, logic or interaction: In essence, anyone can also be asked to give an
example of a specific time when to used judgment, logic or interaction to solve a problem
in applicant’s professional life.
4. Personal goal: Applicants would also be asked to give an example where he/she set a
personal goal in one’s professional life and whether the prospective employee was able to
achieve it.
5. Your skills: Another question would be giving an example of when the applicant’s
presentation skills have changed the minds of his/her colleagues or superiors. Give a brief
description of how it was introduced and implemented supporting them with facts and
practical reasoning.
 8

6. Working out of your job profile: You may also be asked to give an example of when you
have worked out of your job profile and above and beyond your normal job profile to make
something happen for the company.
7. Your hobbies and likes and dislikes: Another question that may be over-answered is
about hobbies and likes and dislikes. I observed that one should be careful while talking
about your likes and dislikes. You should ensure that you are not actually being judgmental
about what others do and others do not. Instead, try to use the opportunity to tell what
you actually like doing. Also, make sure that you do not give completely superficial hobbies,
likes and dislikes. Superficial hobbies, likes and dislikes are instantly recognized and come
across as hackneyed.
I noticed that the office observes multi-cultural diversities. The work load is
different every week. Coaches make short programs to the employees to make them
motivated to their chores.
During my short immersion, the company provides enough training, meeting and
coaching to all employees. There's always a one on one interaction with the Quality Team
and with the manager.
Sitel inculcates professionalism and teaches how to time management and career
balancing with other itineraries. It also offers great benefits and high salary depending on
one’s performance which includes bonuses.
I really loved the atmosphere and the workers at Sitel. They are amiable and easy to
work with. They also teach the things that one should be aware of and the things that may
come with the work. The nature of the job is to really emphasize the balanced nature of a
working environment, professional staffs and highly demonstrated trainings for the
employees, and a company who displays professionalism.
Projecting what will be the outcome of the day and making sure that what was
planned will happen. Typical BPO(Business Process Outsourcing) culture stress level hypes
during U.S. Peek hours then subsides at the later part of the day. The hardest part is finding
time to make sure that what was planned was a success or implemented. On the other
hand, the enjoyable part is being with a team. The management work together to solve
problems as a group or working machine.
I observed the following activities in Sitel:
-answer calls and respond to emails
-handle customer inquiries both telephonically and by email
-research required information using available resources
-manage and resolve customer complaints
-provide customers with product and service information
-enter new customer information into system
 9

-update existing customer information

-process orders, forms and applications
-identify and escalate priority issues
-route calls to appropriate resource
-follow up customer calls where necessary
-document all call information according to standard operating procedures
-complete call logs
-produce call reports
I learned that every day is a challenging task in Sitel which needs to be handled
professionally. The company gives good benefits especially when it comes to medical
benefits. The hardest part of the job is when I encounter difficult type of customers that
needs to be handled professionally.
It was always busy schedule during the immersion. According to my coach/trainer
for short time, the most difficult part of being a trainer in the company is when the people
trained leave the company. The most enjoyable part of the job is when people he trained
thank him because he was able to impart knowledge and teach them to grow with the
company.
In a typical day, it is really different from my regular days of work if I compare
working in a call center but things change when I got a sense of it and learned the
differences, types and behavior people, and their cultures. But my short stint was great,
had fun, and accept the challenges in this type of job.
We received calls from clients from US having issues with their internet connection.
With Sitel, I've learned and experienced for a while to work with other people over the
phone. I understand how is be patient with irate clients. Hardest part of the job was
dealing with clients who use profane words most of the time. Enjoyable part is in the job
was when an irate client appreciates your effort.
The environment is a good ground for people. Fun and friendly co-leagues are
always helping out one another. They often help newbies and those who are not yet
familiar with the flow of the job. A nice ground to have career growth.

3. Placement and Orientation:

 Major considerations:
 10

At Baguio Sitel Group, everyone has talent and are critical to sustained growth and
long-term success. Whether it is for advancing in a current role or exploring new avenues,
it offers training and development opportunities to extend personnel knowledge and skills.
Sitel also provides learning and development opportunities to train all associates in
undertaking their jobs effectively and efficiently. The company promotes the continued
growth and development of their careers by identifying learning needs, developing training
programs and performing ongoing evaluation and monitoring of trained staff.
It also offers unique opportunities for our associates to develop in their roles. There
is a clearly defined career progression, either as a line manager or in a specialist role. All
Sitel staffs and leaders are required to undergo a specific leadership training plan. With a
combination of mixed training, classroom, distance and online, Sitel ensures its associates
the opportunity to participate in a uniform, consistent and effective learning environment
and training. Examples of training courses organized include soft skill trainings, conflict
management, communication skills, sales training, leadership training, and privacy and
security awareness training. On top of the trainings offered to all associates, additional
trainings are offered in the form of workshops covering different topics specifically selected
to support the development of the associates.
As expected, language skills are very important in the profession. Baguio’s hub-
locations generally offer free language lessons for the associates, which not only helps
them on the job, but also supports their professional development. Free language
improvement training to community members is offered to those who already have some
previous language knowledge. Applicants who pass final exam are offered jobs at the
company. Job matching is critical after training for right job assignments.
4. Training and Development:
Sitel believes that everyone has talent and that their people are critical to sustained
growth and long-term success. Whether it is for advancing in a current role or exploring
new avenues, it offers training and development opportunities to extend our associates’
knowledge and skills. Sitel provide learning and development opportunities to train all
associates in undertaking their jobs effectively and efficiently. They also promote the
continued growth and development of their careers by identifying learning needs,
developing training programs and performing ongoing evaluation and monitoring of
trained staff. Unique opportunities for our associates is also offered to develop in their
roles. There is a clearly defined career progression, either as a line manager or in a
specialist role. All Sitel Group leaders are required to undergo a specific leadership training
plan. With a combination of mixed training, classroom, distance and online, Sitel ensures
its associates the opportunity to participate in a uniform, consistent and effective learning
environment and training.
 11

Training is gaining knowledge and skills

Sitel practice a systematic procedure of imparting knowledge and skills for a specific
job. It benefits both the enterprise & the employee. Training increases the skills and
abilities of employees to perform specific jobs.
The company launched Sitel Academy to provide call center training to applicants
who fail the assessments initially. It provides them an opportunity to increase their chances
of successfully landing a job by receiving remedial training. In line with this, Sitel Group
Philippines partnered with select universities to institute a Service Management Program
course to help meet the demands of the industry. The program primarily included Sitel
Group professionals acting as resources in training college professors and instructors to
better prepare and equip their students with the necessary skills and knowledge to be
successful in the contact center industry. Sitel Group’s Learning and Development teams
maintain close collaboration with partner universities on training and upskilling to
continuously improve the Service Management Programs and to ensure that they are up-
to-date with the changing trends and demands in the industry.
Sitel Baguio believes in preparing its associates for taking up challenges that will
allow them to successfully launch a career. It has developed Coach Track Training and the
Operations Manager Track Training programs that aim to improve the continuity of our
leadership by building a pool of trained coaches and senior-level coaches ready to be
promoted as opportunities occur. The apprentice program includes a multi-step process
that rewards participants as they achieve designated milestones. The timeline for each
candidate is flexible and the program tailored to the candidate’s needs, competencies and
ambitions.

 Job creation and skills development:

Sitel Academy aims to develop ready-to-hire talents through professional training
that is aligned with global BPO trends and demands. Initially developed 10 years ago to
provide second opportunities to failed job applicants, the Sitel Academy was further
 12

expanded to better prepare existing college students and out-of-school youths for
potential careers in the BPO industry. The intensive Sitel Academy program is intended to
be implemented for three to twelve weeks as needed, and goes beyond basic English
proficiency training by providing courses on all necessary BPO skills. Other modules include
technical concepts, communication skills and customer service, as well as specialized
classes with specifics for different industries.

Entering the training room for skills development

 Discrimination:
Sitel employs a diverse workforce and do not tolerate unlawful discrimination. It
seeks to provide a work environment free of unlawful discrimination based on race, color,
age, gender, sexual orientation, ethnicity, disability, pregnancy, religion, political affiliation,
or marital status. Sitel Group endeavors to address non-discrimination by fostering an
environment in which everyone is treated equally and given the same opportunities. The
company is committed in ensuring to eliminate discrimination in all forms.
- Evaluating and compensating associates based on their qualifications,
demonstrated skills, and achievements, striving to avoid any unconscious bias. All
employment decisions - such as hiring, discipline, terminations, promotions, and job
assignments -are based on Sitel Group’s needs and on associate performance and
potential. These decisions are made without regard to a person’s cultural
background, ethnicity, personal beliefs, or any other characteristic protected by
applicable law;
- Facilitating the ability of associates to raise issues regarding discrimination (or
other matters such as bullying and harassment) through accessible reporting
channels (e.g. ethics hotline);

- Encouraging participation in the annual survey in which associates are asked to

express their views on workplace issues anonymously;
 13

- Providing annual conduct and ethics trainings to key positions in the company
which focus, among other things, on issues around diversity and respect; and a
robust whistleblower procedure

5. Performance Appraisal:
No customer service strategy can be effective unless the front-line people are
motivated and trained to do so. Motivation and training is, of course, the natural domain of
Sitel’s HR, which typically conducts annual, monthly and even hourly performance reviews,
sets personal goals, and manages employee incentive and competency development
programs. Innovation in the field of human capital management is one of the key
capabilities mapped by Sitel’s management to enable a consistent, scalable and flexible
workforce.

Sitel’s Model on Performance Appraisal and Job Analysis

Sitel’s performance appraisal relates to job analysis, in the sense that job analysis
establishes job requirement, which converts the analysis into standard, on which
performance is judged, and results in defining the basis for performance appraisal.
 14

Performance Appraisal: Sitel way

 To promote the employees, on the basis of performance and competence.

 To identify the requirement for training and development of employees.
 To provide confirmation to those employees who are hired as probationary
employees, upon completion of the term.
 To take a decision regarding the hike in employees pay, incentives etc.
 To facilitate communication between superior and subordinate.
 To help employees in understanding where they stand in terms of performance.
Data obtained from the appraisal of performance, are documented and used for
different organizational purposes.

 Work and personal life balance

At Sitel Baguio, as part of our people-oriented culture, they advocate in maintaining

a professional/personal life balance and creating a family culture within our facilities is
critical to associate satisfaction and success. All sites promote regular activities to create a
light and fun atmosphere for the associates, such as sports competitions, holiday
celebrations, fun Fridays and many other activities. Sitel seeks to promote local ways of
 15

working so that associates can have more flexibility and are able to balance their personal
lives with their career.
 Freedom of association
Sitel Group upholds its associates’ rights to join or refrain from joining worker
associations in accordance with the law. Where worker organizations are legally
recognized, Sitel Group recognizes those rights provided by law. Sitel seeks to ensure that
representatives of associates and any personnel engaged thereby, are not subjected to
discrimination, harassment, intimidation, or retaliation for reason of their being members
of a union or participating in trade union activities, and that such representatives are
afforded their rights under the law. Sitel-Baguio is represented by an independent trade
union or are covered by collective agreements that entitle them to healthcare and
retirement benefits.

 UNION: The SPARK

SiTEL is also a signatory of the UN Global Human Rights Compact which includes
respect to labor rights. Moreover, SiTEL makes their agents handle several lines of
businesses without any additional compensation. This means that one BPO worker takes
the jobs of two or more workers so the company can further cut down its costs.
SiTEL workers have formed their union SPARK (SiTEL Philippines Association of
Rank and File Workers) to fight for the jobs which they might lose any moment.

Conclusion
Great customer experience starts with great people that are well trained and
equipped to address the needs and add value to customers. Keeping the promise of better
experiences is how Sitel is helping the largest brands in the world retain and grow their
customer base. As a leading global outsourcing service provider, Sitel combines knowledge
sharing, a ‘people first’ culture and unparalleled excellence at both the global and local
level.
What I've learned with SITEL is on how to deal with different customers and how to
handle them. The workplace is awesome. The hardest part of the job is going to work at
dawn and adjusting to sleep at morning and also when I am having an irate customer and
won't listen to what I am saying. The most enjoyable part of it is when they appreciate you
and appreciate what you are doing for them saying their thanks and all wishing me a good
day ahead and lastly when they don't hesitate to open up to me even though they don't
know me.
People here will really teach you how to be positive and how to handle all
complains. They have a very good and helpful training program. The environment is great
 16

since all are friendly and accommodating. Plus, their health benefits are awesome. Aside
from the salary, the main thing here I really like is their health benefits. Really helpful not
only for me but for my family as well.
Another thing with the company is they won't give up on you. They have good
contingency plan for all employees. If you did not do well in an account, they will find ways
for you to learn new skills and develop the employee that they want in you. I love the
training and preparations before you go to the actual work.
Working at Sitel can be everyone's stepping stone for success. It provides ample
training and enduring working mental attitude. Supervisors are also world best example for
fresh graduates.
Sitel provides better opportunities to every individual who are ambitious to work in
the company and has a great working ambiance to every employee.
Sitel provides all the needed seminars and trainings for further enhancement of
knowledge and skills. It promotes camaraderie for each employee to work hard and spend
time with family as well.
Health, Safety and Well being :
Sitel Baguio is committed in providing a safe and healthy environment to associates,
clients, and visitors. I have noticed that they make every reasonable effort to promote,
create, and maintain a safe and healthy workplace by providing safeguards against injury or
hazards through maintaining proper equipment, materials, facilities and associate training.
Our sites comply with applicable health, safety and environmental laws and all related
policies.
Sitel recognizes that, in addition to minimizing the incidence of work-related injury
and illness, a safe and healthy work environment enhances associate retention and morale.
They are aware that to successfully create a safe and healthy environment, they must
ensure their associates understand the risks to their health & safety and work together to
avoid them (See appendix B). Therefore, it is essential that everyone in the company knows
how to react during an emergency situation.
 17

PLATES

Sitel – Baguio Entrance Sitel’s Site Supervisor Jefferson Alangdeo

with the Engr. R. Amistad

Learning by doing Feeling the “Stress”

Application queue Orientation before Hiring

 18

Waiting for the trainer Submission of requirements of applicants

Sitel Cyber-Baguio Training Room Reception and Information Area

Sitel-Baguio Facilities:

Reception and Front Desk Area Simulation Training Area

 19

Recruitment Hub Meeting and Conference Room

The Sitel Symbolic Jeep Production Floor

Sitel’s Ambience Design

Spacious and Relaxing Lounge
 20

Medical Service Kiosk

Telephone Booths for Simulation Training Medical Clinic

Information Wall Mini-gym

 21

My favorite place: The Spacious Cafeteria

Sitel Book-ends and souvenir

Community Participation
APPENDIX B
Site Map:
 APPENDIX B
SITEL’S QUALITY ASSURANCE AND MANAGEMENT
Quality Assurance & Ensuring Consistency in High Standards of Service Delivery At the
heart of our training approach is our quality assurance program which is built on processes that
drive continuous improvement which is vital in helping us achieve consistently high standards
of service delivery. Sitel incorporates a closed-loop quality approach as shown in the diagram,
comprised of multiple processes and tools, to meet and exceed quality expectations. The
company philosophy on quality assurance is predicated upon a teaching and counselling
approach rather than one of enforcement. This approach is critical to maintaining high morale
and realizing continued quality improvement.

Risk Management
Risk Management Risk identification and mitigation forms a key part of the “Control”
within our methodology. When developing proposals for each of the Call Off contracts awarded
through the Framework, we will consider the key risk areas of each workstream. Some risks are
generic and identified up front from many years’ experience, others will be specific to individual
services. Throughout the risk management process, it is essential that the risk analysis and
management strategy is communicated as fully as possible to all members of the
implementation team. The involvement of as many people as possible will make it more
effective and comprehensive. Sitel’s Risk Management process falls into a number of stages as
follows:
1. Risk Management Process Launch. Integrating Sitel and Authority processes and agreeing the
risk measurement rating system.
2. Risk Identification. Workstream leaders identify risks associated with their areas of delivery
during open risk identification sessions in the early project meetings. In some cases, a separate
risk workshop is held to focus only on the risk to the project. Each identified risk is captured in
our Risk Register.
3. Risk Analysis. Each identified risk is assessed to establish:

 The likelihood of the risk occurring

 The project impact if the risk occurs

 The likely timing of the risk's impact

4. Risk Mitigation. Following mitigation, the risk is either:

 Reduced or eliminated

 Transferred

 Avoided

 Absorbed or pooled
5. Risk Control. Sitel does it by monitoring and analyzing events, situations, trends and / or
changes which could potentially affect risks on a regular basis as part of the project governance
process.