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Wusthof 8 Piece Stainless Steel Steak Knife Set with Wooden Gift Box Wedding
Wusthof 8 Piece Stainless Steel Steak Knife Set with Wooden Gift Box Wedding
$40.00
Wusthof 9275 Silver Steel 2 Piece set
Wusthof 9275 Silver Steel 2 Piece set
$95.00
Wusthof 9655 Silver Steel 2 Piece Set
Wusthof 9655 Silver Steel 2 Piece Set
$95.00
Henckels Old Country Knife Set with Block Made in Germany
Henckels Old Country Knife Set with Block Made in Germany
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wusthof knife set 4023 8cm Made In Germany New Three Colors Set
wusthof knife set 4023 8cm Made In Germany New Three Colors Set
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NIB Wusthof Grand Prix II 14 Pc Knife Block Set 8292 4
NIB Wusthof Grand Prix II 14 Pc Knife Block Set 8292 4
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Two Piece Slitzer Germany Rostrei Stainless Steel Knife Set CTSZ2 NIP
Two Piece Slitzer Germany Rostrei Stainless Steel Knife Set CTSZ2 NIP
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JAHENCKELS FOUR STAR 3 PIECE KNIFE SET 8 CHEFS 5 UTILITY 3 PARING
JAHENCKELS FOUR STAR 3 PIECE KNIFE SET 8 CHEFS 5 UTILITY 3 PARING
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ZWILLING JA Henckels Germany ZWILLING PRO Cutlery Knives 12 Pieces Block Set
ZWILLING JA Henckels Germany ZWILLING PRO Cutlery Knives 12 Pieces Block Set
$156.25
WUSTHOF Gourmet 3 Piece PARING SET 9727 NEW IN BOX
WUSTHOF Gourmet 3 Piece PARING SET 9727 NEW IN BOX
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8 Pcs Vintage Soligen Stainless Steel Knife Set Germany Rust Free Wood Handle
8 Pcs Vintage Soligen Stainless Steel Knife Set Germany Rust Free Wood Handle
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Wusthof Grand Prix 4 Knife Set Solingen Forged Chef Paring Utility Serrated
Wusthof Grand Prix 4 Knife Set Solingen Forged Chef Paring Utility Serrated
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Zwilling JA Henckels Pure 45 4pc Forged Steak Knife Set
Zwilling JA Henckels Pure 45 4pc Forged Steak Knife Set
$79.95
NEW IN PACKAGE 6 PIECE MESSER GERMAN KNIFE SET
NEW IN PACKAGE 6 PIECE MESSER GERMAN KNIFE SET
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Wusthof Silverpoint II Fillet Knife Fish Turner 3 Piece Set Stainless Steel
Wusthof Silverpoint II Fillet Knife Fish Turner 3 Piece Set Stainless Steel
$61.47
Slitzer Germany 2pc European Style Carving Set in Wood Box
Slitzer Germany 2pc European Style Carving Set in Wood Box
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Wustof  Black Classic forged Steak knives Steakmessersatz 9731 Set of 4
Wustof Black Classic forged Steak knives Steakmessersatz 9731 Set of 4
$160.00
Wusthof Gourmet 5 Piece Studio Knife Set 9695 Kitchen Cutlery
Wusthof Gourmet 5 Piece Studio Knife Set 9695 Kitchen Cutlery
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Stil Solingen PC Handgearbeitet Edelstahle Rostfei Germany in Case 44 Pc Set
Stil Solingen PC Handgearbeitet Edelstahle Rostfei Germany in Case 44 Pc Set
$179.99
Wusthof Gourmet 6 Piece Steak Knife Set 9728 Kitchen Cutlery
Wusthof Gourmet 6 Piece Steak Knife Set 9728 Kitchen Cutlery
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Wusthof Classic Ikon 7 Piece Walnut Block Knife Set 8347 33 Forged Cutlery
Wusthof Classic Ikon 7 Piece Walnut Block Knife Set 8347 33 Forged Cutlery
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JA Henckels International Eversharp 7 Piece Set Steak Knife Set 39322 800
JA Henckels International Eversharp 7 Piece Set Steak Knife Set 39322 800
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Wusthof EPICURE 20PC Knife Block Set ONLY SETS ON EBAY
Wusthof EPICURE 20PC Knife Block Set ONLY SETS ON EBAY
$900.00
Wusthof Classic 2 Piece Chop Set 8772
Wusthof Classic 2 Piece Chop Set 8772
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Wusthof 9 Piece Steak Block Set Cherry 8052 2
Wusthof 9 Piece Steak Block Set Cherry 8052 2
$142.36
Slitzer of Germany 6 piece steak knife set in wooden box
Slitzer of Germany 6 piece steak knife set in wooden box
$3.63
6pc Steak Knife Set Slitzer Germany Sets Outdoor Products NEW
6pc Steak Knife Set Slitzer Germany Sets Outdoor Products NEW
$58.96
Sharpening Whetstone Slitzer Germany Knife Sets Outdoor Products NEW
Sharpening Whetstone Slitzer Germany Knife Sets Outdoor Products NEW
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Diamond Sharpening Steel Slitzer Germany Knife Sets Outdoor Products NEW
Diamond Sharpening Steel Slitzer Germany Knife Sets Outdoor Products NEW
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2pc European Style Carving Set in Wood Box Slitzer Germany Knife Sets NEW
2pc European Style Carving Set in Wood Box Slitzer Germany Knife Sets NEW
$27.16
8pc Jumbo Steak Knife Set Slitzer Germany Sets Outdoor Products NEW
8pc Jumbo Steak Knife Set Slitzer Germany Sets Outdoor Products NEW
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Wusthof Classic 7 inch Santoku Knife  Cutting Board Set NEW
Wusthof Classic 7 inch Santoku Knife Cutting Board Set NEW
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ZWILLING JA Henckels Twin Four Star II knife Set
ZWILLING JA Henckels Twin Four Star II knife Set
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Wusthof Classic 7pc Knife Block Set
Wusthof Classic 7pc Knife Block Set
$299.95
JA Henkels 3 Piece Knife Set in original box 25 3 35 Knives Germany made
JA Henkels 3 Piece Knife Set in original box 25 3 35 Knives Germany made
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Wusthof Classic 5 Piece Studio Knife Block Set 9395 German Made Forged
Wusthof Classic 5 Piece Studio Knife Block Set 9395 German Made Forged
$199.95
Wusthof Gourmet 5 Piece Studio Knife Set Kitchen Cutlery
Wusthof Gourmet 5 Piece Studio Knife Set Kitchen Cutlery
$109.95
VINTAGE ANTON WINGEN OTHELLO 17 PC CUTLERY SET CARVED STAG HANDLES GERMANY
VINTAGE ANTON WINGEN OTHELLO 17 PC CUTLERY SET CARVED STAG HANDLES GERMANY
$405.00
Wusthof Gourmet 14 piece Knife Block Set Natural
Wusthof Gourmet 14 piece Knife Block Set Natural
$249.95
Wusthof PRO 5pc Starter Knife Roll Set
Wusthof PRO 5pc Starter Knife Roll Set
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Wusthof Grand Prix 4 Piece Steak Knife Set 9625 Made in Germany NEW IN BOX
Wusthof Grand Prix 4 Piece Steak Knife Set 9625 Made in Germany NEW IN BOX
$27.01
Wusthof Classic 7pc Chefs Knife Roll Travel Set
Wusthof Classic 7pc Chefs Knife Roll Travel Set
$199.95
Zwilling JA Henckels Professional S 7 Piece Knife Block Set New In Box
Zwilling JA Henckels Professional S 7 Piece Knife Block Set New In Box
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WUSTHOF CLASSIC 5 Pc Studio Knife Set with Block 9395 Made in Germany NIB
WUSTHOF CLASSIC 5 Pc Studio Knife Set with Block 9395 Made in Germany NIB
$144.00
European Style Slitzer Germany Stainless Steel Steak Knife Set 7pcs
European Style Slitzer Germany Stainless Steel Steak Knife Set 7pcs
$21.00
Brand New Zwilling JA Henckels Twin Signature 19 Piece Knife Set
Brand New Zwilling JA Henckels Twin Signature 19 Piece Knife Set
$335.00
Zwilling JA Henckels Four Star 6 Piece Set Knives and Gadgets Made in Germany
Zwilling JA Henckels Four Star 6 Piece Set Knives and Gadgets Made in Germany
$85.00
Boker Knives BO1112 Six Piece Kitchen Set Incl 4  5 Steak 7 Chefs 8 Carving
Boker Knives BO1112 Six Piece Kitchen Set Incl 4 5 Steak 7 Chefs 8 Carving
$93.00
Zwilling JA Henckels Twin Pro S 3 Piece Starter Set W Bonus Sharpening Steel
Zwilling JA Henckels Twin Pro S 3 Piece Starter Set W Bonus Sharpening Steel
$179.99
BOKER TREE BRAND Saga Premium Kitchen Cutlery Set Full Tang Knife Knives
BOKER TREE BRAND Saga Premium Kitchen Cutlery Set Full Tang Knife Knives
$359.95
Zwilling four star 8 piece knife block set trimming slicing wusthof shears
Zwilling four star 8 piece knife block set trimming slicing wusthof shears
$64.99
Slitzer Germany Forged Bolster 12pc Kitchen Cutlery Set with Wood Storage Block
Slitzer Germany Forged Bolster 12pc Kitchen Cutlery Set with Wood Storage Block
$149.95
Schmidt Brothers Knives Set of 4 Silver No 9 Stainless German Solid Steel
Schmidt Brothers Knives Set of 4 Silver No 9 Stainless German Solid Steel
$155.99
Wusthof 8511 Grand Prix II Ten Piece Block Set
Wusthof 8511 Grand Prix II Ten Piece Block Set
$305.00
Zwilling JA Henckels Twin Signature 19 Piece Knife Block Set NEW
Zwilling JA Henckels Twin Signature 19 Piece Knife Block Set NEW
$599.99
NEW WILLIAMS SONOMA OPEN KITCHEN 4 PIECE STEAK KNIFE SET Made in Germany
NEW WILLIAMS SONOMA OPEN KITCHEN 4 PIECE STEAK KNIFE SET Made in Germany
$59.95
Wusthof Gourmet 18 piece Knife Block Set w Acacia Block 9718 6
Wusthof Gourmet 18 piece Knife Block Set w Acacia Block 9718 6
$299.95
Wusthof Gourmet 18 piece Knife Block Set w Walnut Block 9718 3
Wusthof Gourmet 18 piece Knife Block Set w Walnut Block 9718 3
$299.95
Wusthof Gourmet 18 Piece Knife Block Set w Cherry Block 9718 6
Wusthof Gourmet 18 Piece Knife Block Set w Cherry Block 9718 6
$299.95
Wusthof Gourmet 18 piece Knife Block Set w Bamboo Block 9718 5
Wusthof Gourmet 18 piece Knife Block Set w Bamboo Block 9718 5
$299.95
Wusthof Gourmet 6 Piece BBQ Knife Set 8906 1 Kitchen Cutlery
Wusthof Gourmet 6 Piece BBQ Knife Set 8906 1 Kitchen Cutlery
$299.95
Wusthof Gourmet 12 Piece Knife Set with Block 9312 Kitchen Cutlery
Wusthof Gourmet 12 Piece Knife Set with Block 9312 Kitchen Cutlery
$229.95
Wusthof Gourmet 10 Piece Knife Block Set 9310
Wusthof Gourmet 10 Piece Knife Block Set 9310
$199.95
Wusthof Gourmet 7 Pc Starter Knife Block Set 1777
Wusthof Gourmet 7 Pc Starter Knife Block Set 1777
$129.95
Wusthof Gourmet 9 Piece Steak Knife Block Set 8052
Wusthof Gourmet 9 Piece Steak Knife Block Set 8052
$139.95
WUSTHOF CLASSIC 2 PIECE PC CARVING SET
WUSTHOF CLASSIC 2 PIECE PC CARVING SET
$109.60
Wusthof Gourmet 7 Piece Mobile Knife and Bamboo Block Set 8940 1
Wusthof Gourmet 7 Piece Mobile Knife and Bamboo Block Set 8940 1
$159.95
Wusthof Gourmet Seven Piece Mobile Block Set w Black Block 8940 4
Wusthof Gourmet Seven Piece Mobile Block Set w Black Block 8940 4
$159.95
Wusthof Gourmet 7 Piece Jumbo Studio Beech Knife Block Set 8940 Cutlery
Wusthof Gourmet 7 Piece Jumbo Studio Beech Knife Block Set 8940 Cutlery
$159.95
Wusthof Gourmet Seven Piece Traveler Knife Set 8957 Kitchen Cutlery
Wusthof Gourmet Seven Piece Traveler Knife Set 8957 Kitchen Cutlery
$139.99
WUSTHOF SILVERPOINT II 6 PIECE STEAK KNIFE SET CARBON STEEL WITH BLOCK STORAGE
WUSTHOF SILVERPOINT II 6 PIECE STEAK KNIFE SET CARBON STEEL WITH BLOCK STORAGE
$44.99
ZWILLING Pro 7 pc Knife Block Set
ZWILLING Pro 7 pc Knife Block Set
$399.99
Slitzer Germany 8 pc Jumbo Steak Knife Set White Gift Boxed
Slitzer Germany 8 pc Jumbo Steak Knife Set White Gift Boxed
$15.95
Generation Carving Set Knife Pot Fork Stainless Steel Cutlery Knives
Generation Carving Set Knife Pot Fork Stainless Steel Cutlery Knives
$9.99
Slitzer Germany 7 Pc BBQ Steak Knife Knives Dinnerware Gift Set Wood Storage Box
Slitzer Germany 7 Pc BBQ Steak Knife Knives Dinnerware Gift Set Wood Storage Box
$39.95
Slitzer Germany 7 BBQ Steak Knife Knives Dinnerware Gift Set Wood Storage Box
Slitzer Germany 7 BBQ Steak Knife Knives Dinnerware Gift Set Wood Storage Box
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NEW IN SEALED BOX WUSTHOF 8 PC STEAK KNIFE SET WITH WOODEN PRESENTATION BOX
NEW IN SEALED BOX WUSTHOF 8 PC STEAK KNIFE SET WITH WOODEN PRESENTATION BOX
$49.99
7 PCS PROFESSIONAL CUTLERY STEAK KNIFE SET HIGH CARBON STEEL with WOODEN BLOCK
7 PCS PROFESSIONAL CUTLERY STEAK KNIFE SET HIGH CARBON STEEL with WOODEN BLOCK
$65.00
Wusthoff Silverpoint II 10 Piece Block Knife Set Made in Germany
Wusthoff Silverpoint II 10 Piece Block Knife Set Made in Germany
$121.00
13 PCS PROFESSIONAL CUTLERY CHEF KNIFE SET HIGH CARBON STEEL with WOODEN BLOCK
13 PCS PROFESSIONAL CUTLERY CHEF KNIFE SET HIGH CARBON STEEL with WOODEN BLOCK
$195.00
Slitzer Germany 6pc Steak Knife Set Brushed Finish
Slitzer Germany 6pc Steak Knife Set Brushed Finish
$29.00
Slitzer Germany 8pc 8 7 8 Steak Knife Set
Slitzer Germany 8pc 8 7 8 Steak Knife Set
$29.00
Slitzer Germany 17pc Cutlery Set
Slitzer Germany 17pc Cutlery Set
$29.99
Slitzer Germany 13pc Cutlery Set Free Bonus 6pc locking containers
Slitzer Germany 13pc Cutlery Set Free Bonus 6pc locking containers
$39.00
ZWILLING Henckels Cronidur 4 pc Steak Knife Set with Wood Presentation Box
ZWILLING Henckels Cronidur 4 pc Steak Knife Set with Wood Presentation Box
$200.00
Vintage Riviera Micro Honed Custom Concave 3 piece Carving Set with Box
Vintage Riviera Micro Honed Custom Concave 3 piece Carving Set with Box
$5.99
Wusthof Classic 4 Piece Cooks Cutlery Set 9750
Wusthof Classic 4 Piece Cooks Cutlery Set 9750
$250.36
BEST BUY 2x NIB WUSTHOF SILVERPOINT 6pc CARVING SETS EPICUREAN BOARD KNIFe
BEST BUY 2x NIB WUSTHOF SILVERPOINT 6pc CARVING SETS EPICUREAN BOARD KNIFe
$44.99
Wusthof Classic Forged 6 Piece Steak Knife Set Made in Germany 9730
Wusthof Classic Forged 6 Piece Steak Knife Set Made in Germany 9730
$299.95
Wusthof Gourmet 3pc Cheese Knife  Slicer Set with Cutting Board
Wusthof Gourmet 3pc Cheese Knife Slicer Set with Cutting Board
$99.95
Othello STEAK KNIFE SET 4 Knives Solingen Germany
Othello STEAK KNIFE SET 4 Knives Solingen Germany
$39.99
BRAND NEW WUSTHOF Grand Prix II 12 pc KNIFE BLOCK SET
BRAND NEW WUSTHOF Grand Prix II 12 pc KNIFE BLOCK SET
$299.00
Wusthof Classic Ikon Carving Knife Set with Wood Presentation Box
Wusthof Classic Ikon Carving Knife Set with Wood Presentation Box
$169.00
Wusthof Gourmet 10 piece Knife Block Set 9310 EXCELLENT
Wusthof Gourmet 10 piece Knife Block Set 9310 EXCELLENT
$36.01
University of Kentucky Wildcats 7 Piece Knife Set by Wusthof 8305 KEN FREE SHIP
University of Kentucky Wildcats 7 Piece Knife Set by Wusthof 8305 KEN FREE SHIP
$149.95
NIB Wusthof Silverpoint 2 piece Carving Set with 16 x 11 Epicurean Board
NIB Wusthof Silverpoint 2 piece Carving Set with 16 x 11 Epicurean Board
$69.00
University of Louisville Cardinals 7 Pc Knife Set Wusthof NCAA 8305 LVIL
University of Louisville Cardinals 7 Pc Knife Set Wusthof NCAA 8305 LVIL
$145.95
University of Alabama Crimson Tide 7 Pc Knife Set NCAA Wusthof 8305 ALA FREE SHI
University of Alabama Crimson Tide 7 Pc Knife Set NCAA Wusthof 8305 ALA FREE SHI
$145.00
Wusthof Classic 6 Piece Steak Knife Set 9730
Wusthof Classic 6 Piece Steak Knife Set 9730
$299.98



Christine announced the X-1984 for fiction called?. It We had a set of German women and drugs? Title? Help Pls

Mid 80, I read a book about young women Christine trust between the subject and set up in major cities in Germany You can. It is drugs, sex, etc., and (to me) for quite some time Was cutting edge and the growing influence of the young woman was. I remember back to the author or title of this right If you were interested in reading it, I have. Help me ..

The title "Christiane F." is, and it is the first Who has an account with a young heroin addict and prostitute Christian's life. http://en.wikipedia.org/wiki/Christiane_F: The following books and Christian For more information on suicide are, along with links. Here with Christian A link to the interview: http://www.teenagewildlife.com/Othermedia/Film/CF1981/xinfo/manchete/


Germany's Back-Office Segment Shows Strong Growth

BPO provider, Sitel has 60,000 staff in 27 countries. It currently has 5 sites in Germany with over 3,000 workers. Sitel's German operations are set up as multi-channel centers, meaning services can be provided with the help of all relevant media.

Germany Trade and Invest was instrumental in setting up these centers as the body provided market analysis, intelligence and  gave guidance on  the right locations to set up operations. Sitel's Marketing Manager for Northern EMEA, Janine Woelki tells SSON how services in Germany has created trust and confidence in the market.

SSON: Why did Sitel choose five locations in Germany to set up the BPO operations?

JW: Looking at EMEA, as a whole, Germany is a very strong market for BPO business. We wanted to cover the German language with German natives. Sitel is a US-based company, so we wanted to provide this language at the best quality level. From a recruitment point of view, Germany is the best place to be. We are in five locations and choose those locations depending on the project we get.

For example, where we operate from Dusseldorf/Krefeld, labor costs are higher but from a recruitment perspective there is  a more defined skill-set . If we have a project where there is a high percentage of sales or second to third level tech agents, we will most likely base them in the Dusseldorf/Krefeld  where  the skill-set is a bit more basic. When the client requires lower labor cost, we implement those projects in the eastern part, where we operate from Dessau, Wittenberg and Berlin. In  Berlin, there's a good mix, because you can combine the east and west, a very high skill-set but, compared to the western part, a lower level of labor costs.

SSON: What services, Janine, are your centers providing, across the board?

JW: We specialize in customer care, such as client exposition, client retention, and sales and back office services for our clients' collections.

SSON: Can you talk us through the  timeframe of when the centers were established?

JW: The implementation has been spread over the last 18 years.  The first German site was opened in 1992 in Dusseldorf.  This company was called Client Logic then and in 2007  Client Logic bought  Sitel and hence our name today.  The last German site to be opened  was Berlin in 2008.

SSON: How does Sitel in Germany fit in with you global strategy?  I understand you have operations in 27 countries?

JW; That's correct, yes. Germany reflects one part or region of Sitel's Global footprint. Sitel is involved in pan-EMEA and multi-site strategy deals, so we can offer multilingual support out of Berlin. The center in Berlin has many different nationalities, similar to London, all in one city.  This gives us a big advantage. Also, people tend to be very highly educated in Berlin, because there are  a lot of universities there, which is fantastic for us. 

We have a very high level of sales expertise in our center in Krefeld. And we also have those low cost options out of Wittenberg or Dessau, for example. So we are very flexible and can react according to our client needs and expectations. Global sourcing or selecting the best option for our clients out of our 110 plus centers worldwide is what we really do well.  We can offer five options to support our clients: We can offer onshore, offshore or nearshore options in Poland and Bulgaria.  We also offer homeshoring and can operate direct from the client centers,. Generally speaking - we search the most appropriate talent and skills from across the globe to provide the best services to our client needs.

SSON: Thanks for that overview, Janine. What challenges, from an organizational point of view, did Sitel face along the way when implementing services in Germany?

JW: We face a lot of competition in Eastern Germany and it's growing every day, so we really need to deliver a good service. When we speak of competition, we mean other BPO providers. The type of competition, whether it is price or staffing depends on the project. Every project is different and every requirement is different. 

Another  challenge when you have a new location is developing the infrastructure, like a telecom or a facility.  Also the industry is quite young so we have to import talent and expertise. 

SSON: That's an interesting point you bring up there, Janine. It is estimated that  75% of the industry in outsourcing  is under 30 years old.  How do you find communicating with that age group? Can you give examples of how you communicate with your talent and staff?

JW: We spend a lot of time, effort and money on our training department.  This is one part of a system we call Global Operating System (GOS), which is very unique for Sitel, based on 30 years of experience.  We provide a toolbox, a set of processes and methodology that can ensure that we use the same kind of processes and training methods around the globe. We want to ensure that we provide the same standard or level of quality around the globe to our customers.  Every project implementation starts with the training for the agent so, no matter who we recruit, this person will go through a training phase. It's correct, a lot of our employees are quite young, but this is good,  but sometimes challenging.

SSON: In terms of infrastructure, staffing and competition, I'm sure you've learned lessons along the way, can  you share some of those?

JW: When we choose a location, we have something like a score card in play and we carry a lot of  analysis on the market, location and local  recruitment, so this helps us a lot initially to determine  a good location for Sitel. With regard to Germany, everything was organized quite well and we invested a lot of time there to pick those places, so there are no complaints or regrets.

SSON: We're hearing more decisions around nearshoring or rural shoring, as 2010 comes to a close, what are your thoughts about bringing work back closer to the customer?

JW: Well, in terms of  nearshore options, it's working extremely well for Sitel.  We operate from two locations; Warsaw and Sofia.  We have compared Warsaw to Germany  and observed that there really isn't a gap anymore when it comes to quality and cost. However, Sofia is cheaper to operate out of, but theses centers in Poland and Bulgaria are helping us a lot to cover  Eastern European languages as well.  We have a very strong client base there and also from a pan-EMEA perspective, clients are keen to have one of those nearshore options included in their site set.  For us, it's most likely that we will expand in the Eastern European part of the Baltic's in the near future, due to the attractiveness of the region.

SSON:  I know you can't discuss the clients that you're serving, but what countries and verticals are you serving from Germany?

JW: We are very strong on consumer electronics, where we offer a lot of  technical support. We are heavily involved in financial services and in telecommunications.  Two verticals which we expect to grow are utilities and healthcare. 

Regarding country coverage, most of our clients are based in Europe.  We currently  provide 12 different languages out of Berlin, which covers the whole of Europe. For example we have one client in healthcare in Berlin who has  a multi-site strategy, so we  serve this client out of Kingston, for example, and the back office service is provided out of Sofia.  This is a typical multi-lingual, multi-site client we serve.

SSON: How did Germany Trade & Invest  assist Sitel when setting up services in Germany?

JW: There are two examples that come to mind where their assistance stands out. is The first time was in 2001 when Sitel was looking into options in the Eastern part of Germany, shortly after the [Berlin] wall came down.  They provided market analysis, or  intelligence, gave guidance on  the right location and arranged site visits.  In the end, we short-listed two cities -  one was Berlin and one was Dessau, and Sitel decided on Dessau at the time,  because this was the leading city in terms of cost, while Berlin was the leading city regarding quality. A couple of years later, we found ourselves setting up in Berlin. Germany Trade & Invest assisted a second time Second in 2005, when we had to pick a second location in the Eastern part of Germany: Wittenberg.

SSON: How long does it take in your own experience from deciding on a location to fully  implementing services there?

JW: Typically it's roughly six to nine months.  Sometimes it can be sooner, Berlin was a quite easy one to do.  If you have a plug and play infrastructure, then it's quite easy for us.  It really depends on the infrastructure, because this is what we need in the first place.

SSON:  Apart from lower costs, what  key requirements do you consider when looking for a new location? Can you cite the main reasons for selecting Germany?

JW: The languages, of course.  Multilingual capabilities is what we need.  Also, a bit of cultural context and the right agents with the best skill set.  This is the most important thing, if we decide on the location.

SSON: Finally, Janine, we're fast approaching 2011, I wondered what the key highlights of 2010 were for you in business, and what are the expectations for Sitel in 2011?

JW: In 2010, I guess everything was centered around the economic downturn, so some of our clients were facing challenges this year from an economic point of view, so it's always a tough situation to be in if you are a service provider.  I think the good thing with Sitel is we have a very diverse client portfolio so we don't really depend on a few or just one industrial vertical. For 2011, it's all about growing and being a strong player within the market. This means that we will continue to provide our clients with the best Return on Customer Investment (by focusing on reducing costs and increasing revenue while improving customer satisfaction levels). We're also confident that even more companies will look to outsourcing their customer care as a way of focusing on their own core competencies and reducing costs. 

SSON: Janine, thanks so much for that overview

This interview was first published on the SSON website. Click here to read the original article

About the Author

Niamh Byrne hails from Ireland and has a degree in Media Studies, graduating from the University of Ulster, Coleraine, Co Antrim in Northern Ireland in 1997. Following a year and half working in advertising for Channel 5 in London and a stint of globe-trotting, Niamh completed a post-graduate diploma in journalism in Griffith College, Dublin in 2001. She went on to build a career in radio and television prodution - working on lifestyle, health, political and current affair programs, eventually producing a live television show for RTE television in Ireland. Since re-locating to London in 2007, Niamh has been working for SSON, beginning as a conference director producing events for SSON in the UK, Eastern Europe and the Nordic Region. So with a strong knowledge of the Shared Services and Outsourcing market, she has married this expeience with her journalist skills to become online Editor of SSON.



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