When businesses need a little help in taking care of their customers, teleservices company Sitel (formerly ClientLogic) wants to be there. The company is a leading provider of business process outsourcing (BPO) services related to customer care. Its offerings include customer acquisition, back-office processing, collections, and technical support. To assist its clients with their sales management needs, Sitel performs inbound and outbound sales, subscription renewal, database cleaning, lead generation, and order fulfillment services. It operates from more than 135 facilities in about 25 countries around the world. Canadian investment company Onex owns a controlling stake in Sitel.
In early 2008 Sitel launched call centers in Managua, Nicaragua, and Berlin. Later that year it expanded its operations in Managua by opening another call center specializing in customer service, technical support, and sales and back office services.Over the years, it has since opened additional facilities in Managua in 2009 and early 2011. Like all call center operators, however, it is forced to fluctuate its call capacity with client demand; throughout 2010, it cut about half its workforce at a Memphis call center, about 30% of its employees at a Mississippi facility, and a center altogether in Winfield, Alabama.
The former ClientLogic expanded significantly in 2007 when it acquired larger rival SITEL; the combined company then changed its name to Sitel. The former ClientLogic paid about $472 million for SITEL, which at the time ranked behind only Convergys and TeleTech Holdings among US teleservices providers. The new Sitel traces its roots to Buffalo, New York-based Upgrade Corp. of America, which was founded by Ronald Schreiber and Jordan Levy. Upgrade (later known as SOFTBANK Services Group) marketed software upgrades for such clients as Microsoft. It was acquired in 1998 by Onex and merged with North Direct Response to create ClientLogic.