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WUSTHOF CARVING SET WITH EPICUREAN BOARD 4502 KNIFE BRAND NEW UNOPENED BOX
WUSTHOF CARVING SET WITH EPICUREAN BOARD 4502 KNIFE BRAND NEW UNOPENED BOX
$40.00
5 PIECE WUSTHOF DREIZACK AVANTGARDE CUTLERY SET SOLINGEN GERMANY
5 PIECE WUSTHOF DREIZACK AVANTGARDE CUTLERY SET SOLINGEN GERMANY
$120.00
GI DESIGN Solingen 13 Piece Knife Cutlery Set In Briefcase
GI DESIGN Solingen 13 Piece Knife Cutlery Set In Briefcase
$89.99
Wusthoff Silverpoint II 10 Piece Block Knife Set Made in Germany
Wusthoff Silverpoint II 10 Piece Block Knife Set Made in Germany
$121.00
Rohe Germany Stainless Steel Knife Set
Rohe Germany Stainless Steel Knife Set
$6.99
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 Seven Piece Traveler Knife Set 8957 Kitchen Cutlery
Wusthof Gourmet Seven Piece Traveler Knife Set 8957 Kitchen Cutlery
$139.99
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 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
7 PCS Gunter Wilhelm STEAK KNIFE SET HIGH CARBON STEEL WOOD BLOCK Model  2714
7 PCS Gunter Wilhelm STEAK KNIFE SET HIGH CARBON STEEL WOOD BLOCK Model 2714
$55.95
Slitzer Germany 6pc Kitchen Knife Cutlery Set with Block Holder NEW
Slitzer Germany 6pc Kitchen Knife Cutlery Set with Block Holder NEW
$29.95
Wusthof 18 Piece Gourmet Knife Block Set w Black Block 9718 4
Wusthof 18 Piece Gourmet Knife Block Set w Black Block 9718 4
$299.95
Wsthof Gourmet 7 Piece Traveler Knife Set Model 8957 NIB Retail 139
Wsthof Gourmet 7 Piece Traveler Knife Set Model 8957 NIB Retail 139
$29.95
Wusthof Classic 6 Piece Knife Block Set 8416 Forged Kitchen Cutlery
Wusthof Classic 6 Piece Knife Block Set 8416 Forged Kitchen Cutlery
$249.95
Wusthof Grand Prix II 6 Piece Steak Knife Set 9626 Forged Kitchen Cutlery
Wusthof Grand Prix II 6 Piece Steak Knife Set 9626 Forged Kitchen Cutlery
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Wusthof Classic 8 Piece In Drawer Knife Set 8677 Forged Kitchen Cutlery
Wusthof Classic 8 Piece In Drawer Knife Set 8677 Forged Kitchen Cutlery
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Wusthof Classic 7 Hollow Edge Santoku w 2 Stage Sharpener New 2 Pc Set
Wusthof Classic 7 Hollow Edge Santoku w 2 Stage Sharpener New 2 Pc Set
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Professional Chef Cutlery 9 PC Knife Set  Carrying Case SLITZER Germany NEW
Professional Chef Cutlery 9 PC Knife Set Carrying Case SLITZER Germany NEW
$48.98
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
Slitzer Germany 13pc Cutlery Set
Slitzer Germany 13pc Cutlery Set
$27.00
BEST BUY 2x NIB WUSTHOF SILVERPOINT 6pc CARVING SETS EPICUREAN BOARD KNIFe
BEST BUY 2x NIB WUSTHOF SILVERPOINT 6pc CARVING SETS EPICUREAN BOARD KNIFe
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Wusthof Classic Forged 10 Piece Kitchen Knife Block Set 7420 Made in Germany
Wusthof Classic Forged 10 Piece Kitchen Knife Block Set 7420 Made in Germany
$559.95
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
SET OF 4 J A HENCKELS TWIN 30078 4 1 2 TWIN FOUR STAR II STEAK KNIVES GERMANY
SET OF 4 J A HENCKELS TWIN 30078 4 1 2 TWIN FOUR STAR II STEAK KNIVES GERMANY
$53.00
Wusthof Gourmet 3pc Cheese Knife  Slicer Set with Cutting Board
Wusthof Gourmet 3pc Cheese Knife Slicer Set with Cutting Board
$99.95
WMF 6 Piece Spitzenklasse Plus Knife Block Set Made in Germany 425 Retail
WMF 6 Piece Spitzenklasse Plus Knife Block Set Made in Germany 425 Retail
$199.99
Othello STEAK KNIFE SET 4 Knives Solingen Germany
Othello STEAK KNIFE SET 4 Knives Solingen Germany
$34.99
Set of 4 Kitchen Knives by MESSER KOCH SCHINKEN GEMUSE KUCHEN Vintage
Set of 4 Kitchen Knives by MESSER KOCH SCHINKEN GEMUSE KUCHEN Vintage
$8.99
HAMMER STAHL 3 PIECE CORE KNIFE SET  BAMBOO CASE 8 CHEF 7 CLEAVER 35 PARING
HAMMER STAHL 3 PIECE CORE KNIFE SET BAMBOO CASE 8 CHEF 7 CLEAVER 35 PARING
$199.00
10 pc Professional Chefs Cutlery Knife Set Surgical Stainless with Canvas Case
10 pc Professional Chefs Cutlery Knife Set Surgical Stainless with Canvas Case
$47.95
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
$21.95
2 pc Asian Knife Set JA HENCKELS INTERNATIONAL Fine Edge Pro New
2 pc Asian Knife Set JA HENCKELS INTERNATIONAL Fine Edge Pro New
$30.73
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
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
European Style 7PC Slitzer Germany Shiny Steak Knife Stainless Steel Set Boxed
European Style 7PC Slitzer Germany Shiny Steak Knife Stainless Steel Set Boxed
$12.50
Wsthof Classic Steak Knife Set 4 Piece 9731
Wsthof Classic Steak Knife Set 4 Piece 9731
$199.98
NIB Wusthof Carving Set Knife Fork Cutlery Solingen Germany Emeril
NIB Wusthof Carving Set Knife Fork Cutlery Solingen Germany Emeril
$15.00
Wusthof Classic 4 Piece Steak Knife Set 9731
Wusthof Classic 4 Piece Steak Knife Set 9731
$199.95
Wusthof Stainless Steel Six Piece Steak Knife Set 8566
Wusthof Stainless Steel Six Piece Steak Knife Set 8566
$59.96
Wusthof Gourmet 4 Piece Steak Knife Set 9729 Kitchen Cutlery
Wusthof Gourmet 4 Piece Steak Knife Set 9729 Kitchen Cutlery
$69.95
Steak knives and forks from 70s Vintage 12 Piece Steak Knife Fork Set Germany
Steak knives and forks from 70s Vintage 12 Piece Steak Knife Fork Set Germany
$35.00
Wusthof Classic 7 Piece Cutlery Set with Storage Block 7417
Wusthof Classic 7 Piece Cutlery Set with Storage Block 7417
$299.98
Wusthof Classic 3 Piece Starter Set 9608 4
Wusthof Classic 3 Piece Starter Set 9608 4
$199.96
Wusthof Classic 14pc Knife Block Set chef carbon stainless steel forged Germany
Wusthof Classic 14pc Knife Block Set chef carbon stainless steel forged Germany
$320.00
Wusthof Classic 5 Piece Studio Knife Set 9395
Wusthof Classic 5 Piece Studio Knife Set 9395
$199.99
JA Henckels International 3 Piece Classic Starter Knife Set New MSRP 211
JA Henckels International 3 Piece Classic Starter Knife Set New MSRP 211
$79.99
Wusthof Classic 2 Piece Knife Chef Set 8944 1
Wusthof Classic 2 Piece Knife Chef Set 8944 1
$139.99
7 PS Gunter Wilhelm STEAK KNIFE SET HIGH CARBON STEEL w WOOD BLOCK Model 2704
7 PS Gunter Wilhelm STEAK KNIFE SET HIGH CARBON STEEL w WOOD BLOCK Model 2704
$55.95
Wusthof Classic 2 Piece Hollow Ground Carving Set 9740 1
Wusthof Classic 2 Piece Hollow Ground Carving Set 9740 1
$159.96
CHEF DELUXE MIRACLE EDGE CUTLERY  KNIVES KITCHEN 8 PIECE SET NWT 80
CHEF DELUXE MIRACLE EDGE CUTLERY KNIVES KITCHEN 8 PIECE SET NWT 80
$60.00
Wusthof Classic 4 Piece Serrated Steak Knife Set 9731 2
Wusthof Classic 4 Piece Serrated Steak Knife Set 9731 2
$239.96
Wusthof Gourmet 7 Piece Knife Set with Block 1700
Wusthof Gourmet 7 Piece Knife Set with Block 1700
$170.36
Wusthof Classic 6 Piece Steak Knife Set 9730 Forged Kitchen Cutlery
Wusthof Classic 6 Piece Steak Knife Set 9730 Forged Kitchen Cutlery
$299.95
Wusthof Gourmet 4 Piece Steak Knife Set 9729
Wusthof Gourmet 4 Piece Steak Knife Set 9729
$70.36
Wusthof Gourmet 2 Piece Carving Set 9704
Wusthof Gourmet 2 Piece Carving Set 9704
$70.36
Wusthof Gourmet Travels 7 Piece Set Black 8957
Wusthof Gourmet Travels 7 Piece Set Black 8957
$141.56
European Style High End Slitzer Germany 14 pc Steak Knife Set of 2
European Style High End Slitzer Germany 14 pc Steak Knife Set of 2
$35.68
Wusthof Gourmet 12 Piece Knife Set with Block 9312
Wusthof Gourmet 12 Piece Knife Set with Block 9312
$231.99
NIB SLITZER CUTLERY ROSTFREI CHEFS SET KNIFES GERMANY GERMAN MADE KNIFE
NIB SLITZER CUTLERY ROSTFREI CHEFS SET KNIFES GERMANY GERMAN MADE KNIFE
$25.00
Stainless steel knives Fixwell set 12 pcs multi purpose Germany
Stainless steel knives Fixwell set 12 pcs multi purpose Germany
$22.00
Stainless steel knives Steak Fixwell set 6 pcs 3 colors multi purpose Germany
Stainless steel knives Steak Fixwell set 6 pcs 3 colors multi purpose Germany
$19.80
Wusthof Classic Ikon 7 piece Knife Block Set Black 8347
Wusthof Classic Ikon 7 piece Knife Block Set Black 8347
$380.76
Wusthof 4 Piece Stainless Steak Set 8460
Wusthof 4 Piece Stainless Steak Set 8460
$47.96
Wusthof 2pc Stainless Steel Carving Set with Wooden Chest 9711 3
Wusthof 2pc Stainless Steel Carving Set with Wooden Chest 9711 3
$59.96
10 pc Knife Set Chefs Cutlery Surgical Stainless with Canvas Case Professional
10 pc Knife Set Chefs Cutlery Surgical Stainless with Canvas Case Professional
$48.95
ESTATE GIESSER WINNENDEN Rostanti 6pc Knife Set NEW
ESTATE GIESSER WINNENDEN Rostanti 6pc Knife Set NEW
$59.00
Slitzer Germany Triple Rivet Design 8pc Steak Knife Set Half Serrated Blades
Slitzer Germany Triple Rivet Design 8pc Steak Knife Set Half Serrated Blades
$20.25
Rhinelands 3 piece cutlery knife set
Rhinelands 3 piece cutlery knife set
$200.00
WUSTHOF SILVERPOINT II 10 PIECE KNIFE BLOCK SET 8 KNIVES 1 SCISSOR 1 BLOCK NIB
WUSTHOF SILVERPOINT II 10 PIECE KNIFE BLOCK SET 8 KNIVES 1 SCISSOR 1 BLOCK NIB
$124.49
Slitzer Germany 7PC Steak Knife Set in Wood Box half serrated blades Full Tang
Slitzer Germany 7PC Steak Knife Set in Wood Box half serrated blades Full Tang
$25.99
Sushi knives Set of three  Cutlery High Carbonized Stanless Steel Germany
Sushi knives Set of three Cutlery High Carbonized Stanless Steel Germany
$98.00
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
$92.53
Fissler 088036060010 7 Piece Passion Knife Block Set New Bread Ca
Fissler 088036060010 7 Piece Passion Knife Block Set New Bread Ca
$222.22
Wusthof Culinar PEtec 19 piece Knife Block Sets NEW
Wusthof Culinar PEtec 19 piece Knife Block Sets NEW
$1,599.99
Zwilling JA Henckel Twin Four Star II 9 Piece Knife Set w Block
Zwilling JA Henckel Twin Four Star II 9 Piece Knife Set w Block
$275.00
Chefco Professional Four Piece Boxed STEAK KNIFE SET Germany 4015 5
Chefco Professional Four Piece Boxed STEAK KNIFE SET Germany 4015 5
$33.74
Slitzer Germany 6pc Steak Knife Set Brushed Finish
Slitzer Germany 6pc Steak Knife Set Brushed Finish
$29.00
Wusthof Carving Set Knife  Fork In A Storage Case
Wusthof Carving Set Knife Fork In A Storage Case
$49.95
F Dick 14 Piece Knife Set storage hard case with arm strap NEW 2
F Dick 14 Piece Knife Set storage hard case with arm strap NEW 2
$599.99
10 Pcs Gunter Wilhelm Chef KNIFE SET HIGH CARBON STEEL w WOOD BLOCK Model 2730
10 Pcs Gunter Wilhelm Chef KNIFE SET HIGH CARBON STEEL w WOOD BLOCK Model 2730
$169.75
Wusthof PRO 5pc Starter Knife Roll Set High Carbon Stainless Steel
Wusthof PRO 5pc Starter Knife Roll Set High Carbon Stainless Steel
$55.00
Slitzer Germany 8 pc Jumbo Steak Knives White Gift Boxed Set
Slitzer Germany 8 pc Jumbo Steak Knives White Gift Boxed Set
$24.74
Berndes Mastery Cutlery 6 piece Knives Set with Magnetic Board NEW
Berndes Mastery Cutlery 6 piece Knives Set with Magnetic Board NEW
$129.99
Slitzer Germany 6pc Fine Steak Knife Set StainlessForged BolsterCTSZS6 7595
Slitzer Germany 6pc Fine Steak Knife Set StainlessForged BolsterCTSZS6 7595
$38.50
WMF Sonderklasse 7 piece knife set made in West Germany
WMF Sonderklasse 7 piece knife set made in West Germany
$59.99
Wusthof Classic Paring Knife 4066 Scissors 5558 Set
Wusthof Classic Paring Knife 4066 Scissors 5558 Set
$96.22
Stil Solingen CE Starkemunich Germany in Case 36Pc Set
Stil Solingen CE Starkemunich Germany in Case 36Pc Set
$155.00
Wusthof Germany Silverpoint Carving Set with Epicurean Board NEW
Wusthof Germany Silverpoint Carving Set with Epicurean Board NEW
$54.99
Wusthof Gourmet 3pc Paring Knife Set Flat Clip Point  Birds Beak
Wusthof Gourmet 3pc Paring Knife Set Flat Clip Point Birds Beak
$39.95
Wusthof Classic Ikon 2pc Prep Starter Knife Set 6 Cooks  35 Paring
Wusthof Classic Ikon 2pc Prep Starter Knife Set 6 Cooks 35 Paring
$119.95
Wusthof Grand Prix II 2pc Chefs Prep Knife Set 6 Cooks  35 Paring
Wusthof Grand Prix II 2pc Chefs Prep Knife Set 6 Cooks 35 Paring
$69.95
Gusto Grip Rachel Ray Furi 3 piece knife set orange
Gusto Grip Rachel Ray Furi 3 piece knife set orange
$30.00
WUSTHOF Silverpoint 14 pc Knife Block Set
WUSTHOF Silverpoint 14 pc Knife Block Set
$130.00
WUSTHOF STEAK KNIFE BLOCK SET
WUSTHOF STEAK KNIFE BLOCK SET
$89.00
NEW WILLIAMS SONOMA OPEN KITCHEN 4 PIECE STEAK KNIFE SET wusthof Made Germany
NEW WILLIAMS SONOMA OPEN KITCHEN 4 PIECE STEAK KNIFE SET wusthof Made Germany
$39.95



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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