Sitel, a global business process outsourcing provider, and SATMAP (News - Alert), which sells technology for matching customers to call center agents, have announced a partnership to offer clients “optimal call center routing based on customer and agent characteristics,” according to Sitel officials.


This collaboration is a part of Sitel’s investment in new call center technologies, “building on the company’s call center products to drive a better customer experience at a lower cost,” company officials say.
SATMAP gains intelligence by continually analyzing outcomes and updating agent information and performance after each unique customer interaction.

Working with neural networks and artificial intelligence technology used by the CIA and NSA, Sitel officials say, SATMAP pairs call center agents with customers through a list of more than 100 demographic, psychographic and geographic variables -- “Everything from gender and age to location and education are analyzed in billions of combinations to optimally connect calls with specific agents who are most likely to succeed with a specific customer.”

Amit Shankardass, chief global marketing officer of Sitel, said the company’s partnership with SATMAP “ensures that we are getting the right call to the right agent at the right time and building personal relationships for some of the world’s most renowned brands.”

Call center providers such as Sitel “know that a customer or an agent should never be randomly selected as the ‘next one in the queue,’ but handpicked and aligned to the best agent to effectively address the customer’s unique needs,” said Bruce Wolff, EVP of Business Development at SATMAP.

Earlier this week TMC (News - Alert) hadthenews that Sitel announced that it is actively expanding its customer care call center in the city of Albuquerque, New Mexico. The facility is expected to increase its staff by more than 140 associates with this recruitment drive.

Sitel is working closely with the New Mexico Department of Workforce Solutions and is hosting an on-site job fair on Wednesday, October 20, 2010, at 10:00 a.m. at 4420 the 25 Way, Albuquerque, NM 87109. The recruitment drive will support the continued expansion of Sitel's growing client portfolio including a digital satellite television provider, a hospitality holding corporation and a global coffee company that are outsorcing their calls to provide superior customer service.

Sitel's newly hired Albuquerque associates will provide inbound customer care support.

Source: Tmcnet.com