Business process outsourcing firm Sitel is adding two new sites to its Philippine operations, to enable it to keep pace with its clients’ growing demands.
According to Trevor Friesen, Sitel’s newly appointed general manager for the Philippines, Australia and New Zealand, the company recently opened a new center in Metro Manila, and was poised to open two more this year and early next year.
Friesen said these site additions would help Sitel cope with the growth in customer numbers, noting that the company recently clinched contracts with a leading wireless Internet service provider in the United States and the first quadruple-play media firm in the United Kingdom. Demands from existing clients also kept the company on its toes.
“We are proud of the continued confidence and commitments from existing clients, and at the same time, the trust of new clients. This new partnership is one of the main reasons we are bullish in expanding our sites, especially in the Philippines,” Friesen said. “After all, more sites mean more jobs for the Filipino talent. We plan to add more capacity to the Philippines and throughout Asia-Pacific later this year and in 2012.”
The company recently implemented a change in its management team, appointing Friesen to head its local operations, with particular focus on end-to-end delivery of client partnerships, financial performance, and the formulation of solutions to develop long-term business relationships with clients.
Apart from him, Sitel also assigned some local responsibilities to Brendan Mengel, who oversaw operations in Australia and New Zealand. Mengel is also responsible for solutions enhancement for Asia-Pacific as senior vice president for business development and solutions in Australia, New Zealand, the Philippines and China.
Jerry Kinnick was also appointed senior vice president of account management for Asia-Pacific.
According to Sitel, these management changes were expected to “reinforce the business, expand global partnerships, develop systems and services in the region, put in place strategic plans, all to be one of, if not, the best in the BPO industry.”
“We are completing an organizational change which aims to improve our operations and relationship with clients. We have also enhanced our objectives to create a world-class company by going beyond market expectations. We are focused on meaning more to our clients, employees, and shareholders,” Friesen said.