BPO Rankings: 25 | Sitel India: A Fresh Start

Just two years back, Sitel was in doldrums: there was no CEO, operational
glitches plagued daily running of the centers, a large AOL contract was lost to
Spectramind, and employee confidence was fast ebbing. But in early 2005, the
appointment of ex-Dell outsourcing guru Safir Adeni as the CEO signaled the
beginning of Sitel India's turnaround. The story just got better in FY '06:
it bagged 7 new clients (same as it did between 2000-2004) and scaled up
operations from one center in Mumbai to four (two in Mumbai and one each in
Hyderabad & Chennai). Dell, Bell Canada, Siemens and a large UK telco were
some of the major accounts; even the domestic waters were tested through some
work for Tata AIG Insurance. Nearly 73% focus on voice though remained a
concern. Sitel scouted for centers in SEC B cities like Chandigarh, Goa, Vizag
or Kochi to tackle this.

• Focus on KPO with work starting on engineering design services, data
  analytics and market research
• Though attrition reduced by half, at more than 40% it was still alarming

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CEO: Safir Adeni

l Start-up
Year: 2000 l Seats: 1,800 l
Employees: 2,955 l Facilities: 4 l
Business Mix: Voice (73%), Non-voice (27%) l
Address: 4A Parke Davis Complex (Main), Andheri-Kurla Road, Andheri (E),
Mumbai 400072 l Tel: 28561654 l
Fax: 28561659 l Website: www.sitel.com