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Barnd New Wusthof Classic Ikon 7 piece Knife Block Set
$349.99
SET OF KRUSIUS STEAK KNIVES IN ORIGINAL BOX MID CENTURY MODERN DESIGN
SET OF KRUSIUS STEAK KNIVES IN ORIGINAL BOX MID CENTURY MODERN DESIGN
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Wusthof Gourmet Flat 6 Piece Cutlery Set
Wusthof Gourmet Flat 6 Piece Cutlery Set
$89.95
Wusthof Gourmet 2 PC CARVING KNIFE Set Kitchen Fork Slicer Made in Germany NEW
Wusthof Gourmet 2 PC CARVING KNIFE Set Kitchen Fork Slicer Made in Germany NEW
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Zwilling JA Henckels Pro 3 Piece Starter Set of Knives Stainless MSRP 325
Zwilling JA Henckels Pro 3 Piece Starter Set of Knives Stainless MSRP 325
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Rare JA Henckels Twin Knife Set Fork White Handles Nice
Rare JA Henckels Twin Knife Set Fork White Handles Nice
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Wusthof Classic Steak Knives Set of 4 NEW
Wusthof Classic Steak Knives Set of 4 NEW
$110.00
Slitzer Germany 7pc Steak Knife Set in Wood Box
Slitzer Germany 7pc Steak Knife Set in Wood Box
$14.90
Slitzer Germany 12pc Forged Bolster Kitchen Cutlery Knife Set w Wood Block
Slitzer Germany 12pc Forged Bolster Kitchen Cutlery Knife Set w Wood Block
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WUSTHOF 9395 CLASSIC STUDIO SET 5 Piece
WUSTHOF 9395 CLASSIC STUDIO SET 5 Piece
$100.00
Zwilling JA Henckels Professional S 7 Piece Cutlery Set New
Zwilling JA Henckels Professional S 7 Piece Cutlery Set New
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Schmidt Brothers Cutlery SBODB07 Bonded Teak 7 Piece Starter Knife Set BRAND NEW
Schmidt Brothers Cutlery SBODB07 Bonded Teak 7 Piece Starter Knife Set BRAND NEW
$180.00
WUSTHOF CLASSIC 4 piece Steak Knife Set Brand New 9731
WUSTHOF CLASSIC 4 piece Steak Knife Set Brand New 9731
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Felix Solingen German Handmade Platinum Stainless Steel 6 Piece Knife Set
Felix Solingen German Handmade Platinum Stainless Steel 6 Piece Knife Set
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HYDROMA Germany Rose Knife Set
HYDROMA Germany Rose Knife Set
$60.35
Two Piece Slitzer Germany Rostrei Stainless Steel Knife Set CTSZ2 NIP
Two Piece Slitzer Germany Rostrei Stainless Steel Knife Set CTSZ2 NIP
$16.00
VTG SET OF 2 ALFRED ZANGER CO 7  55 SOLINGEN STAINLESS BLADES GERMANY
VTG SET OF 2 ALFRED ZANGER CO 7 55 SOLINGEN STAINLESS BLADES GERMANY
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Zwilling JA Henckels Pro 4 Piece Steak Knife Set 38409 120
Zwilling JA Henckels Pro 4 Piece Steak Knife Set 38409 120
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CARVING SET KNIFE FORK WOOD BOX SLITZER GERMANY SILVER STAINLESS STEEL CHINA
CARVING SET KNIFE FORK WOOD BOX SLITZER GERMANY SILVER STAINLESS STEEL CHINA
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NIB WUSTHOF GRAND PRIX II 4048  12CM GERMANY Set of FOUR STEAK KNIFE
NIB WUSTHOF GRAND PRIX II 4048 12CM GERMANY Set of FOUR STEAK KNIFE
$99.99
Vintage Griffon Stainless Chrome Steel 6 piece Steak Knife Set in Box Germany
Vintage Griffon Stainless Chrome Steel 6 piece Steak Knife Set in Box Germany
$12.50
Slitzer Germany 7pc European Style Steak Knife Set in Wood Box CTSZEBX6
Slitzer Germany 7pc European Style Steak Knife Set in Wood Box CTSZEBX6
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Slitzer Germany 6pc Stainless Steel Steak Knife Set
Slitzer Germany 6pc Stainless Steel Steak Knife Set
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Wusthof Classic 6 piece Knife Block Set Made in Germany New in sealed box
Wusthof Classic 6 piece Knife Block Set Made in Germany New in sealed box
$239.95
Slitzer Germany 7pc Steak Knife Set in Wood Box
Slitzer Germany 7pc Steak Knife Set in Wood Box
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Wusthof 8 Piece Stainless Steak Knife Set W bamboo 8x12 cutboardW scissors 5558
Wusthof 8 Piece Stainless Steak Knife Set W bamboo 8x12 cutboardW scissors 5558
$110.00
Slitzer Germany Elegant 7 Piece Steak Knife Set in Wood Box
Slitzer Germany Elegant 7 Piece Steak Knife Set in Wood Box
$29.99
NEW WUSTHOF PARING KNIFE SET KNIVES MADE IN GERMANY CUTLERY 3 SET
NEW WUSTHOF PARING KNIFE SET KNIVES MADE IN GERMANY CUTLERY 3 SET
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Wusthof 8 piece presentation steaknife set in wooden box
Wusthof 8 piece presentation steaknife set in wooden box
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ZWILLING J A HENCKELS FIVE STAR 4 KNIFE SET
ZWILLING J A HENCKELS FIVE STAR 4 KNIFE SET
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NEW WUSTHOF CLASSIC IKON HOLLOW GROUND EDGE 5 piece PEtec KNIFE SET
NEW WUSTHOF CLASSIC IKON HOLLOW GROUND EDGE 5 piece PEtec KNIFE SET
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New Wusthof Classic Ikon 2 pcs Asian PEtec Knife Set 5 Santoku
New Wusthof Classic Ikon 2 pcs Asian PEtec Knife Set 5 Santoku
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New Wusthof Classic Knife Block Set 9 piece PEtec 7210 in MFG Sealed Box
New Wusthof Classic Knife Block Set 9 piece PEtec 7210 in MFG Sealed Box
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New Wusthof Classic Ikon 9 piece Knife Block Set 8210 Sealed Box
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New Wusthof Classic Knife Block Set 20 pieces w steak 8220 in MFG Sealed Box
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Brand New Wusthof Precision 9 Pieces Set
Brand New Wusthof Precision 9 Pieces Set
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SLITZER GERMANY Brand 5 pc Cutlery Set With Wood Block  50 Below MSRP
SLITZER GERMANY Brand 5 pc Cutlery Set With Wood Block 50 Below MSRP
$28.30
Vintage FARMER MESSER WMF Carving Set New in Box
Vintage FARMER MESSER WMF Carving Set New in Box
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Wusthof Gourmet Steak Knife 4 piece Set 4050 12cm Germany Williams Sonoma New
Wusthof Gourmet Steak Knife 4 piece Set 4050 12cm Germany Williams Sonoma New
$79.99
Wusthof Stainless Steel Steak Knite Set With Rosewood Case 8 Piece Presentation
Wusthof Stainless Steel Steak Knite Set With Rosewood Case 8 Piece Presentation
$62.00
MID CENTURY ARMACK STEAK KNIFE SET 6 PIECES GERMANY IN ORIGINAL BOX
MID CENTURY ARMACK STEAK KNIFE SET 6 PIECES GERMANY IN ORIGINAL BOX
$24.29
New Wusthof Classic Ikon 2 pcs Asian PEtec Knife Set 7 Santoku
New Wusthof Classic Ikon 2 pcs Asian PEtec Knife Set 7 Santoku
$149.99
WUSTHOF CARVING SET WITH EPICUREAN BOARD 4502 KNIFE BRAND NEW UNOPENED BOX
WUSTHOF CARVING SET WITH EPICUREAN BOARD 4502 KNIFE BRAND NEW UNOPENED BOX
$64.99
Wusthof Gourmet 2 Piece Carving Knife Set Made in Germany 9704
Wusthof Gourmet 2 Piece Carving Knife Set Made in Germany 9704
$7.50
Zwilling JA Henckels Twin Pro S 4 Piece Steak 45 inch Set 39188 000 NEW
Zwilling JA Henckels Twin Pro S 4 Piece Steak 45 inch Set 39188 000 NEW
$199.95
JA Henckels 6 Piece Knife Gift Set NIB Authentic Made in GERMANY
JA Henckels 6 Piece Knife Gift Set NIB Authentic Made in GERMANY
$119.99
Bachmayer Solingen Kochsysteme 12 Piece Knife Scissor Set ROSTFREI New
Bachmayer Solingen Kochsysteme 12 Piece Knife Scissor Set ROSTFREI New
$119.95
SLITZER GERMANY SET OF 6 HALF SERRATED KITCHEN STEAK KNIVES IN WOODEN CASE
SLITZER GERMANY SET OF 6 HALF SERRATED KITCHEN STEAK KNIVES IN WOODEN CASE
$27.99
Set 4 Zwilling JA Henckels Steak Knife 39190 000 4 Star Unused Pre Owned Labels
Set 4 Zwilling JA Henckels Steak Knife 39190 000 4 Star Unused Pre Owned Labels
$129.99
Brand New in Box Zwilling Twin Signature 19 Piece Knife with Block Set
Brand New in Box Zwilling Twin Signature 19 Piece Knife with Block Set
$348.88
SLITZER GERMANY SET OF 6 SERRATED European Style STEAK KNIVES IN WOODEN CASE
SLITZER GERMANY SET OF 6 SERRATED European Style STEAK KNIVES IN WOODEN CASE
$28.99
Pair Lot Set 2 Stainless Steel  Wood Handle Kitchen Knives Solingen Germany Lg
Pair Lot Set 2 Stainless Steel Wood Handle Kitchen Knives Solingen Germany Lg
$14.94
Brand New WMF Grand Knife Set 4pc Quality German Knives
Brand New WMF Grand Knife Set 4pc Quality German Knives
$189.00
Wusthof Classic 20 Piece Knife Set with Block 8620 Knives Made in Germany New
Wusthof Classic 20 Piece Knife Set with Block 8620 Knives Made in Germany New
$779.95
Vintage 3 Piece Anton Wingen Jr Carving Set Solingen Germany Rostfrei Stag Horn
Vintage 3 Piece Anton Wingen Jr Carving Set Solingen Germany Rostfrei Stag Horn
$149.99
German Ivory Handled Knife set ESTATE SALE FIND
German Ivory Handled Knife set ESTATE SALE FIND
$475.00
NEW Wusthof Grand Prix II 5 Piece Studio Cutlery Block Set
NEW Wusthof Grand Prix II 5 Piece Studio Cutlery Block Set
$95.98
Vintage Solingen Germany Henckels Stag Antler Handle Carving Set
Vintage Solingen Germany Henckels Stag Antler Handle Carving Set
$9.99
Schulte Ufer Rohe Germany 3 PC Stainless Steel Knife Set Scissors Chef P
Schulte Ufer Rohe Germany 3 PC Stainless Steel Knife Set Scissors Chef P
$34.99
Wusthof 10 pc Stainless Carving Steak Knife Set  Presentation Box
Wusthof 10 pc Stainless Carving Steak Knife Set Presentation Box
$109.90
Slitzer Germany Silver 6 pc Stainless Steel Steak Knife Set
Slitzer Germany Silver 6 pc Stainless Steel Steak Knife Set
$23.95
Slitzer Germany 7pc Steak Knife Set in Dark Cherry Wood Box NEW
Slitzer Germany 7pc Steak Knife Set in Dark Cherry Wood Box NEW
$22.00
Slitzer Germany 12pc Forged Bolster Kitchen Cutlery Set with Wood Block
Slitzer Germany 12pc Forged Bolster Kitchen Cutlery Set with Wood Block
$59.40
kitchen Knife Set Kuchestolz from Germany NIB
kitchen Knife Set Kuchestolz from Germany NIB
$9.95
2 pc Wusthof Germany 9755 Paring Cooking Chef Kitchen Knife Set Knives NIB
2 pc Wusthof Germany 9755 Paring Cooking Chef Kitchen Knife Set Knives NIB
$125.00
Slitzer Germanyreg Forged Bolster 12pc Kitchen Cutlery Set with Wood Block
Slitzer Germanyreg Forged Bolster 12pc Kitchen Cutlery Set with Wood Block
$92.68
WUSTHOF 9729 GOURMET 4 PIECE STEAK KNIFE SET FREE SHIPPING US ONLY
WUSTHOF 9729 GOURMET 4 PIECE STEAK KNIFE SET FREE SHIPPING US ONLY
$59.95
VINTAGE ROBESON GERMANY CARVING SET STAG
VINTAGE ROBESON GERMANY CARVING SET STAG
$95.00
Slitzer Germany 6pc Kitchen Knife Cutlery Set with Block Holder NEW
Slitzer Germany 6pc Kitchen Knife Cutlery Set with Block Holder NEW
$28.95
Ed Wusthof Dreizackwerk Solingen Germany Cutlery Set
Ed Wusthof Dreizackwerk Solingen Germany Cutlery Set
$21.06
WUSTHOF SANTOKU Knife and Sharpener Set Riveted High Carbon Stainless Steel
WUSTHOF SANTOKU Knife and Sharpener Set Riveted High Carbon Stainless Steel
$45.95
Slitzer Germany 6pc European Style Stainless Steak Knife Set in Cherry Wood Box
Slitzer Germany 6pc European Style Stainless Steak Knife Set in Cherry Wood Box
$19.95
Zwilling JA Henckels Professional S 4 Piece Steak Set New
Zwilling JA Henckels Professional S 4 Piece Steak Set New
$105.00
Zwilling JA Henckels Four Star 4 Piece Steak Knife Set New
Zwilling JA Henckels Four Star 4 Piece Steak Knife Set New
$125.00
Set of 5 Gehring Knives Germany in Wooden Knife Holder
Set of 5 Gehring Knives Germany in Wooden Knife Holder
$27.95
6 Items DEER Stag ANTLER Carving Set Solingen Germany + Extras
6 Items DEER Stag ANTLER Carving Set Solingen Germany + Extras
$46.69
BRAND NEW WUSTHOF GOURMET 12 Piece Knife Block Set in MFG SEALED Box Item  9312
BRAND NEW WUSTHOF GOURMET 12 Piece Knife Block Set in MFG SEALED Box Item 9312
$209.99
Genuine Solingen Profiline Kitchen Knife Set Made Germany In Pouch
Genuine Solingen Profiline Kitchen Knife Set Made Germany In Pouch
$29.95
GRIFFON 4 pc knife set and wood holder VINTAGE
GRIFFON 4 pc knife set and wood holder VINTAGE
$14.99
Slitzer Germany 6pc Kitchen Culery Set Knives Knife Sleek W Wood Block
Slitzer Germany 6pc Kitchen Culery Set Knives Knife Sleek W Wood Block
$52.99
Wusthof Classic Knife Block Set 14 Piece 8418 4 New in Box
Wusthof Classic Knife Block Set 14 Piece 8418 4 New in Box
$480.00
NEW Pamesoh Rostfrei Knife Set Cutting Knives Mertens Schnitt Solingen Germany
NEW Pamesoh Rostfrei Knife Set Cutting Knives Mertens Schnitt Solingen Germany
$74.99
WUSTHOF PARING KNIFE SET three New in box Redbluegreen Made in Germany
WUSTHOF PARING KNIFE SET three New in box Redbluegreen Made in Germany
$25.95
VINTAGE ZWILLING JA HENCKELS CARVING KNIFE  FORK SET New In Box
VINTAGE ZWILLING JA HENCKELS CARVING KNIFE FORK SET New In Box
$39.99
Wusthof gourmet set solingen germany and Martha stewart cutting Board
Wusthof gourmet set solingen germany and Martha stewart cutting Board
$99.99
WUSTHOF GRAND PRIX II 4048 12CM NEW IN BOX GERMANY SOLINGEN CHEF KNIFE SET OF 4
WUSTHOF GRAND PRIX II 4048 12CM NEW IN BOX GERMANY SOLINGEN CHEF KNIFE SET OF 4
$119.89
Brand New WMF Grand Knife Set 8 Chefs And 75 Bread Quality German Knives
Brand New WMF Grand Knife Set 8 Chefs And 75 Bread Quality German Knives
$99.00
Charlescraft 6 Piece Knife Set  Made In Germany
Charlescraft 6 Piece Knife Set Made In Germany
$7.99
WUSTHOF SILVER POINT 3PC paring knives set  9352 brand new IN BOX
WUSTHOF SILVER POINT 3PC paring knives set 9352 brand new IN BOX
$24.99
Zwilling JA Henckels Twingrip Colored 4 Piece Paring Knife Set 38194 000 NEW
Zwilling JA Henckels Twingrip Colored 4 Piece Paring Knife Set 38194 000 NEW
$29.95
Wusthof Emerilware 13 Pc Deluxe Gourmet Block Set E8113 Made in Solingen Germany
Wusthof Emerilware 13 Pc Deluxe Gourmet Block Set E8113 Made in Solingen Germany
$180.00
lot of 4 pieces chef cutlery knife set germany knife HIGH QUALITY
lot of 4 pieces chef cutlery knife set germany knife HIGH QUALITY
$23.00
FDick Five Piece Set Plus Bonus Vintage Steel
FDick Five Piece Set Plus Bonus Vintage Steel
$99.99
Supreme Cutlery Solingen Germany Steak Knife Set of 6 Knives in Box
Supreme Cutlery Solingen Germany Steak Knife Set of 6 Knives in Box
$10.00
Vintage JA Henckels Block Knife Set 8 Sharpener Knives No Stain 3 Germany
Vintage JA Henckels Block Knife Set 8 Sharpener Knives No Stain 3 Germany
$29.99
New WUSTHOF Grand Prix ll Set of 4 Steak Knifes in Sealed MFG Box w Red Handles
New WUSTHOF Grand Prix ll Set of 4 Steak Knifes in Sealed MFG Box w Red Handles
$150.00
JA Henckels Twin Signature 11 Piece Knife Set Block Zwilling Knives 30756 011
JA Henckels Twin Signature 11 Piece Knife Set Block Zwilling Knives 30756 011
$199.99
Slitzer Germany CTSZBX6 6 Piece Steak Knife Set in Wood Box
Slitzer Germany CTSZBX6 6 Piece Steak Knife Set in Wood Box
$18.99
Zwilling JAHenckels Professional S Kitchen Knife Set
Zwilling JAHenckels Professional S Kitchen Knife Set
$249.00



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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