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Zwilling JA Henckles Four Star 3 Piece VIER STERNE Knife Set
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Wusthof Silverpoint II 3 Piece Paring Knife Set New Knife Boxed Sets 9352
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Wusthof Gourmet 8933 3 Piece Cheese Knife Set With Cheese Board
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Schmidt Brothers Cutlery SBODB15 Bonded Teak 15 Piece Full Knife Set NEW
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New Wusthof Classic Ikon 12 Piece Knife Block Set 8312 in MFG Sealed Box
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SCHULTE UFER Stainless Steel Knife Set Rohe Germany Kitchen Free Priority Ship
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Zwilling JA Henckels Pure 7 piece Block Set MSRP355 NWB
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Slitzer Germany CTSZBX6 6 Piece Steak Knife Set in Wood Box
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Henckels Four Star 3 Piece Knife Set 8 Chefs 5 Utility 3 Paring Great Gift
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VINTAGE 6 PIECE STAINLESS STEAK KNIFE SET FORSCHNER SOLINGEN GERMANY EXCELLENT
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Set of 6 Vintage Ed Wusthof Dreizackwerk Knives knife Wooden Case
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Wusthof GRAND PRIX II 2 Pc Prep Set 8605 1 6 inch Cooks 3 inch Paring Knife
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NEW WUSTHOF 9729 GOURMET 4 PIECE STEAK KNIFE SET Solingen Germany
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Wusthof Classic Ikon 7 Piece Knife Knives Block Germany Set
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Set of 4 Zwilling JA Henckels Steak Knife Knives Rostfrei wooden handles
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12 PCS PROFESSIONAL CUTLERY CHEF KNIFE SET HIGH CARBON STEEL with WOODEN BLOCK
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PAMPERED CHEF Set 4 Forged Steak Knife w Box
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Vintage Solingen Germany Carving Steak Knife Set of 9
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Set of 6 Stainless Steel Solingen GERMANY Supreme Cutlery Knives
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WUSTHOF CLASSIC IKON 14pc CUTLERY SET
WUSTHOF CLASSIC IKON 14pc CUTLERY SET
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WUSTHOF CLASSIC IKON 10pc CUTLERY SET
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JA Henckles Professional Carving Knife  fork set
JA Henckles Professional Carving Knife fork set
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WUSTHOF CLASSIC IKON EXCLUSIVE ULTIMATE 29pc KNIFE SET
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WUSTHOF Classic 8 Serrated Bread Knife with Cutting Board Set
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Wusthof Classic Ikon Carving Knife Set with Wood Presentation Box
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Wusthof Classic 4 Peice Steak Knife Set 9731Forged NIB
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Wusthof GOURMET 2 Piece Carving Set 9704
Wusthof GOURMET 2 Piece Carving Set 9704
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Zwilling JA Henckels Professional S 10 Piece Block Set New with Completer
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Zwilling JA Henckels Professional S 10 Piece Block Set New with Completer
Zwilling JA Henckels Professional S 10 Piece Block Set New with Completer
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Wusthof Silverpoint II 3 Piece Color Paring Knife Set 9352C Made in Germany
Wusthof Silverpoint II 3 Piece Color Paring Knife Set 9352C Made in Germany
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Wusthof Silverpoint II 4 Piece Steak Knife Set Made in Germany 9634
Wusthof Silverpoint II 4 Piece Steak Knife Set Made in Germany 9634
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Vintage J A Henckels Carving Knife and Fork Set Wood Handles Germany
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Wusthof Grand Prix II 18 piece block set NIB
Wusthof Grand Prix II 18 piece block set NIB
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Wusthof Grand Prix II 17pc Chefs Knife Roll Knife Set Solingen Germany
Wusthof Grand Prix II 17pc Chefs Knife Roll Knife Set Solingen Germany
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NEW Zwilling JA Henckels Four Star 3 pc Promo Knife Set 35168 100
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Wusthof Silverpoint II 3pc Paring Knife Set Flat Clip Point  Birds Beak
Wusthof Silverpoint II 3pc Paring Knife Set Flat Clip Point Birds Beak
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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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JA Henckels 6 Piece Knife Gift Set NIB Authentic Made in GERMANY
JA Henckels 6 Piece Knife Gift Set NIB Authentic Made in GERMANY
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WUSTHOF Gourmet 3 Piece PARING SET 9727 NEW IN BOX
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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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F Dick ActiveCut 8 Chefs + 35 Paring Knife SET New Forged in Germany
F Dick ActiveCut 8 Chefs + 35 Paring Knife SET New Forged in Germany
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Sushi knives Set of three Cutlery High Carbonized Stanless Steel Germany
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Set of three Sushi knives  Cutlery High Carbonized Stanless Steel Germany
Set of three Sushi knives Cutlery High Carbonized Stanless Steel Germany
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NEW WUSTHOF PARING KNIFE SET KNIVES MADE IN GERMANY CUTLERY 3 SET
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New Wusthof 2 Piece Carving Knife Set Classic
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Wusthof 1515 silver point II Ten Piece Block Set
Wusthof 1515 silver point II Ten Piece Block Set
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WUSTHOF 4 piece Presentation Steak Knives Set Stainless Steel Made in Germany
WUSTHOF 4 piece Presentation Steak Knives Set Stainless Steel Made in Germany
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JA Henckels Steak Knives set of 4 Stainless Steel Friodur Teak handles
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Wusthof 8 Piece Presentation Steak Set
Wusthof 8 Piece Presentation Steak Set
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Henckels Professional S 4 Piece Chef Starter Set 35686 000 NEW Made in Germany
Henckels Professional S 4 Piece Chef Starter Set 35686 000 NEW Made in Germany
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 NEW WUSTHOF SILVERPOINT II 7 PIECE STEAK KNIFE BLOCK SET CARBON STEEL 8605
NEW WUSTHOF SILVERPOINT II 7 PIECE STEAK KNIFE BLOCK SET CARBON STEEL 8605
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Slitzer Germany 6pc Kitchen Knife Cutlery Set with Block Holder NEW
Slitzer Germany 6pc Kitchen Knife Cutlery Set with Block Holder NEW
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Wusthof 9275 Silver Steel 2 Piece set
Wusthof 9275 Silver Steel 2 Piece set
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Wusthof 9655 Silver Steel 2 Piece Set
Wusthof 9655 Silver Steel 2 Piece Set
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Henckels Twin Signature 3 Pc Knife Set 30720 000 Made in Germany NEW IN BOX
Henckels Twin Signature 3 Pc Knife Set 30720 000 Made in Germany NEW IN BOX
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JA Henckels Four Star 4 piece Steak Knife Set 39190 000 Made in Germany NEW
JA Henckels Four Star 4 piece Steak Knife Set 39190 000 Made in Germany NEW
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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
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Wusthof Classic 4 Piece Steak Knife Set 9731 Made in Germany NEW IN BOX
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Wusthof Classic 2 Piece Santoku Knife Set 9280 Made in Germany NEW IN BOX
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Black Diamond Chefs Carving Set Knife Fork  Steel in Case Solingen Germany
Black Diamond Chefs Carving Set Knife Fork Steel in Case Solingen Germany
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Henckels Professional S 18 Piece Block Set made in Germany New 35617 100
Henckels Professional S 18 Piece Block Set made in Germany New 35617 100
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Messermeister Chefs Knife Set with carry bag Meridian Elite Park Plaza
Messermeister Chefs Knife Set with carry bag Meridian Elite Park Plaza
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Set of 4 Wusthof Classic Solinger Knives 4582 4062 4066
Set of 4 Wusthof Classic Solinger Knives 4582 4062 4066
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BRAND NEW WUSTHOF Grand Prix II 14 pc KNIFE BLOCK SET
BRAND NEW WUSTHOF Grand Prix II 14 pc KNIFE BLOCK 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
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Zwilling JA Henckels Pro 12 Piece all forged Knife Block Set New w Extra
Zwilling JA Henckels Pro 12 Piece all forged Knife Block Set New w Extra
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Vtg Aug Kullenberg Genuine Stag Handle Steak Knife Set Germany OUTSTANDING MIB
Vtg Aug Kullenberg Genuine Stag Handle Steak Knife Set Germany OUTSTANDING MIB
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Zwilling JA Henckels TWIN Steak Knives Set of 4 MADE IN GERMANY 39123 000
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Vintage Set 6 Griffon Steak Knives Germany Stainless Chrome Steel Hand Forged
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Zwilling JA Henckels Pure 45 4pc Forged Steak Knife Set
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Wusthof 10 pc Stainless Carving Steak Knife Set  Presentation Box 2010
Wusthof 10 pc Stainless Carving Steak Knife Set Presentation Box 2010
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Slitzer Germany 2pc Carving Knife Set
Slitzer Germany 2pc Carving Knife Set
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Slitzer Germany 7pc Steak Knife Set w European Style Handles  Cherry Wood Box
Slitzer Germany 7pc Steak Knife Set w European Style Handles Cherry Wood Box
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Slitzer Germany 2pc European Style Carving Set in Wood Box
Slitzer Germany 2pc European Style Carving Set in Wood Box
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Stil Solingen PC Handgearbeitet Edelstahle Rostfei Germany in Case 44 Pc Set
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Wusthof Gourmet 7 Pc Starter Knife Block Set 1777
Wusthof Gourmet 7 Pc Starter Knife Block Set 1777
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wusthof 8 piece presentation steak set knifes brand new solingen germany
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NEW WSTHOF CARVING SET with EPICUREAN BOARD Made In GERMANY
NEW WSTHOF CARVING SET with EPICUREAN BOARD Made In GERMANY
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Wusthof EPICURE 20PC Knife Block Set ONLY SETS ON EBAY
Wusthof EPICURE 20PC Knife Block Set ONLY SETS ON EBAY
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Zwilling JA Henckles Four Star 3 Piece Essential Knife Set New
Zwilling JA Henckles Four Star 3 Piece Essential Knife Set New
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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
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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
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6pc Steak Knife Set Slitzer Germany Sets Outdoor Products NEW
6pc Steak Knife Set Slitzer Germany Sets Outdoor Products NEW
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Sharpening Whetstone Slitzer Germany Knife Sets Outdoor Products NEW
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Professional Potato Masher Slitzer Germany Knife Sets Outdoor Products NEW
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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
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8pc Jumbo Steak Knife Set Slitzer Germany Sets Outdoor Products NEW
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Wusthof Gourmet 2 Piece Carving Knife Set Made in Germany 9704
Wusthof Gourmet 2 Piece Carving Knife Set Made in Germany 9704
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Wusthof Gourmet 3 Piece Paring Knife Set Made in Germany 9727
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Wusthof Gourmet 4 Piece Steak Knife Set Made in Germany 9729
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Wsthof Classic 7 Piece Traveler Set Sealed Classic forged knives Great gift
Wsthof Classic 7 Piece Traveler Set Sealed Classic forged knives Great gift
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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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