Professional Documents
Culture Documents
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
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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
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DISCUSSION OF IMMERSION
STAFFING PROCESS
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
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.
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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
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Major considerations:
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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.
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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.
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.
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);
- 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 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.
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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.
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
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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.
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PLATES
Sitel-Baguio Facilities:
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:
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.