SITEL to support Columbia House's North American Customers from Panama

2003-07-03

SITEL Corporation (NYSE:SWW), a leading global provider of outsourced customer support services, has been awarded a three-year contract with Columbia House, the world's largest direct marketer of DVDs, videos and music, to provide its North American customers with a suite of customer care services. This agreement enables Columbia House to provide higher quality customer service and further enhances SITEL’s position as a leader in the execution of cost-effective offshore service strategies for U.S.-based companies.

Under the terms of the agreement, SITEL will utilize English-speaking Customer Service Professionals at its state-of-the-art contact center in Panama City, Panama to provide Columbia House’s North American customers with customer care, billing and information services. The total number of SITEL workstations providing services for Columbia House in Panama is expected to exceed 150 when implementation is completed in late 2003.

"Customer service is the core of our business," said Joseph A. Sorisi, Vice President for Columbia House. "With the current volumes and growth we are experiencing at Columbia House, we needed a company that could provide us with flexibility for our overflow traffic of voice calls and mail processing, and SITEL has a proven expertise in that area."

"We are pleased to have been selected by Columbia House to provide our services to their customers," said Randy Harris, President SITEL Offshore. "More and more of our clients are looking to deliver exceptional customer service at significantly reduced costs, and SITEL has been very successful in this area in markets like India, the Caribbean, and in Panama. With our expanded global footprint, proven success with offshore strategy and delivery, and world-class service levels, clients like Columbia House can enjoy the long-term benefits of strategic customer interaction."