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Slitzer Germany 12pc Forged Bolster Kitchen Cutlery Set with Wood Block
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kitchen Knife Set Kuchestolz from Germany NIB
kitchen Knife Set Kuchestolz from Germany NIB
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2 pc Wusthof Germany 9755 Paring Cooking Chef Kitchen Knife Set Knives NIB
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Slitzer Germanyreg Forged Bolster 12pc Kitchen Cutlery Set with Wood Block
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WUSTHOF 9729 GOURMET 4 PIECE STEAK KNIFE SET FREE SHIPPING US ONLY
WUSTHOF 9729 GOURMET 4 PIECE STEAK KNIFE SET FREE SHIPPING US ONLY
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VINTAGE ROBESON GERMANY CARVING SET STAG
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Slitzer Germany 6pc Kitchen Knife Cutlery Set with Block Holder NEW
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Ed Wusthof Dreizackwerk Solingen Germany Cutlery Set
Ed Wusthof Dreizackwerk Solingen Germany Cutlery Set
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WUSTHOF SANTOKU Knife and Sharpener Set Riveted High Carbon Stainless Steel
WUSTHOF SANTOKU Knife and Sharpener Set Riveted High Carbon Stainless Steel
$45.95
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Schmidt Brothers Cutlery SBODB07 Bonded Teak 7 Piece Starter Knife Set BRAND 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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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
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Set of 5 Gehring Knives Germany in Wooden Knife Holder
Set of 5 Gehring Knives Germany in Wooden Knife Holder
$27.95
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
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6 Items DEER Stag ANTLER Carving Set Solingen Germany + Extras
6 Items DEER Stag ANTLER Carving Set Solingen Germany + Extras
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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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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
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Genuine Solingen Profiline Kitchen Knife Set Made Germany In Pouch
Genuine Solingen Profiline Kitchen Knife Set Made Germany In Pouch
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GRIFFON 4 pc knife set and wood holder VINTAGE
GRIFFON 4 pc knife set and wood holder VINTAGE
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Slitzer Germany 6pc Kitchen Culery Set Knives Knife Sleek W Wood Block
Slitzer Germany 6pc Kitchen Culery Set Knives Knife Sleek W Wood Block
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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
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WUSTHOF PARING KNIFE SET three New in box Redbluegreen Made in Germany
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VINTAGE ZWILLING JA HENCKELS CARVING KNIFE FORK SET New In Box
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Wusthof gourmet set solingen germany and Martha stewart cutting Board
Wusthof gourmet set solingen germany and Martha stewart cutting Board
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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
$101.91
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
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Charlescraft 6 Piece Knife Set  Made In Germany
Charlescraft 6 Piece Knife Set Made In Germany
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WUSTHOF SILVER POINT 3PC paring knives set  9352 brand new IN BOX
WUSTHOF SILVER POINT 3PC paring knives set 9352 brand new IN BOX
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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
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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
Brand New Williams and Sonoma Open Kitchen 4 Piece Steak Knife Set
Brand New Williams and Sonoma Open Kitchen 4 Piece Steak Knife Set
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lot of 4 pieces chef cutlery knife set germany knife HIGH QUALITY
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FDick Five Piece Set Plus Bonus Vintage Steel
FDick Five Piece Set Plus Bonus Vintage Steel
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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
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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
Zwilling JA Henckel Professional S Knife Set
Zwilling JA Henckel Professional S Knife Set
$129.00
Zwilling JA Henckel Professional S 7 piece Knife Set with block
Zwilling JA Henckel Professional S 7 piece Knife Set with block
$395.00
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
ULTRA RARE Vintage Voss Cut Co Steak Knife SetNever UsedGERMANYW BOX
ULTRA RARE Vintage Voss Cut Co Steak Knife SetNever UsedGERMANYW BOX
$299.99
Wusthof Gourmet Knife Block Set 18 Piece
Wusthof Gourmet Knife Block Set 18 Piece
$200.00
Wusthof Steak Knives Set 4 Steakmessers Gourmet 9729 4050 12 cm G1
Wusthof Steak Knives Set 4 Steakmessers Gourmet 9729 4050 12 cm G1
$39.00
Wusthof Gourmet 9 PC STEAK SET CHERRY BLOCK Kitchen Fork Slicer Made in Germany
Wusthof Gourmet 9 PC STEAK SET CHERRY BLOCK Kitchen Fork Slicer Made in Germany
$125.00
GENUINE WUSTHOF 2PC 6 COOKS  PARING KNIFE PREPARATION SET BRAND NEW IN CARTON
GENUINE WUSTHOF 2PC 6 COOKS PARING KNIFE PREPARATION SET BRAND NEW IN CARTON
$79.95
GENUINE WUSTHOF GOURMET KITCHEN STARTER 6pc KNIFE BAR SET 8663 NEW IN CARTON
GENUINE WUSTHOF GOURMET KITCHEN STARTER 6pc KNIFE BAR SET 8663 NEW IN CARTON
$49.95
Slitzer 10pc Professional Chefs Cutlery Set Surgical Stainless Steel Canvas Cs
Slitzer 10pc Professional Chefs Cutlery Set Surgical Stainless Steel Canvas Cs
$79.95
GENUINE WUSTHOF GOURMET 10 piece BLOCK KNIFE SET 9310 BRAND NEW IN CARTON
GENUINE WUSTHOF GOURMET 10 piece BLOCK KNIFE SET 9310 BRAND NEW IN CARTON
$179.95
GENUINE WUSTHOF GOURMET 12 piece BLOCK KNIFE SET 9312 BRAND NEW IN CARTON
GENUINE WUSTHOF GOURMET 12 piece BLOCK KNIFE SET 9312 BRAND NEW IN CARTON
$199.95
GENUINE WUSTHOF GOURMET 23 piece BLOCK KNIFE SET 8875 BRAND NEW IN C
GENUINE WUSTHOF GOURMET 23 piece BLOCK KNIFE SET 8875 BRAND NEW IN C
$459.95
Wusthof Gourmet 3 PC PARING KNIFE SET Silver Point Red Blue Green Germany
Wusthof Gourmet 3 PC PARING KNIFE SET Silver Point Red Blue Green Germany
$19.99
Slitzer Germany Forged Bolster 12pc Kitchen Cutlery Set with Wood Block
Slitzer Germany Forged Bolster 12pc Kitchen Cutlery Set with Wood Block
$49.95
NO RESERVE NEW Wusthof Classic 20 Piece Knife Block Set Wusthof NO RESERVE
NO RESERVE NEW Wusthof Classic 20 Piece Knife Block Set Wusthof NO RESERVE
$405.00
Wusthof Gourmet 3PC PARING KNIFE SET Silver Point 9352c Colored Handle Germany
Wusthof Gourmet 3PC PARING KNIFE SET Silver Point 9352c Colored Handle Germany
$25.99
Wusthof Classic 5 Hollow Edge Santoku 4182 w 2 Stage Sharpener New 2 Pc Set
Wusthof Classic 5 Hollow Edge Santoku 4182 w 2 Stage Sharpener New 2 Pc Set
$75.00
Slitzer Germany 12pc Forged Bolster Kitchen Cutlery Set with Wood Block inclued
Slitzer Germany 12pc Forged Bolster Kitchen Cutlery Set with Wood Block inclued
$69.99
Vintage Zwilling Henckels Twin 4 Star Knife  Fork Carving Set NIB Germany
Vintage Zwilling Henckels Twin 4 Star Knife Fork Carving Set NIB Germany
$59.95
Wusthof Gourmet 9PC STEAK BLOCK SET CHERRY 8052 2 Kitchen Knife Made in Germany
Wusthof Gourmet 9PC STEAK BLOCK SET CHERRY 8052 2 Kitchen Knife Made in Germany
$125.00
ZWILLING JA HENCKELS 12 Pc Knife Set SOLINGEN GERMANY
ZWILLING JA HENCKELS 12 Pc Knife Set SOLINGEN GERMANY
$26.00
Wusthof Gourmet CLASSIC 2 PC KNIFE SET 9755 Messersatz Made in Germany
Wusthof Gourmet CLASSIC 2 PC KNIFE SET 9755 Messersatz Made in Germany
$135.99
Schmidt Brothers 7 Piece Set Forge Acacia No2 With Knife Block BRAND NEW
Schmidt Brothers 7 Piece Set Forge Acacia No2 With Knife Block BRAND NEW
$169.00
Slitzer Germany 6 Piece Kitchen Cutlery Set
Slitzer Germany 6 Piece Kitchen Cutlery Set
$39.99
Slitzer Germany 6 Piece Steak Knife Set
Slitzer Germany 6 Piece Steak Knife Set
$41.99
Vintage Anton Wingen Jr Solingen Germany Rostfrie 3 PcCarving Set Stag Handle
Vintage Anton Wingen Jr Solingen Germany Rostfrie 3 PcCarving Set Stag Handle
$29.99
NEW WUSTHOF CLASSIC 2 PIECE HOLLOW EDGE CARVING KNIFE SET 9740 1
NEW WUSTHOF CLASSIC 2 PIECE HOLLOW EDGE CARVING KNIFE SET 9740 1
$109.90
Vintage German Germany Stag Horn Carving Set WORLWIDE SHIPPING
Vintage German Germany Stag Horn Carving Set WORLWIDE SHIPPING
$125.00
JA Henckels Pro S Set 8 And 6 Chef USED
JA Henckels Pro S Set 8 And 6 Chef USED
$39.99
JA Henckels Professional S Set Of Two Chefs Knives 86 USED
JA Henckels Professional S Set Of Two Chefs Knives 86 USED
$37.99
Wusthof Classic 3pc Paring Knife Set Extra Wide Standard  Serrated
Wusthof Classic 3pc Paring Knife Set Extra Wide Standard Serrated
$129.95
NEW Fissler 7 Piece Passion Knife Block Set Chefs Utility Bread Carving Steel
NEW Fissler 7 Piece Passion Knife Block Set Chefs Utility Bread Carving Steel
$356.98
Slitzer Germany 6pc Stainless Steel Steak Knife Set Serrated Edge Brushed Finish
Slitzer Germany 6pc Stainless Steel Steak Knife Set Serrated Edge Brushed Finish
$31.69
VINTAGE ANTON WINGEN JR4 PIECE CARVING SET ROSTFREI SOLINGEN GERMANY
VINTAGE ANTON WINGEN JR4 PIECE CARVING SET ROSTFREI SOLINGEN GERMANY
$74.50
Wusthof Classic Set of 11 Knives with Knife Block Made in Germany
Wusthof Classic Set of 11 Knives with Knife Block Made in Germany
$137.50
Wsthof Gourmet 3 Piece Utility Set New
Wsthof Gourmet 3 Piece Utility Set New
$25.00
Zwilling JA Henckels Professional S 7 Piece Cutlery Set New
Zwilling JA Henckels Professional S 7 Piece Cutlery Set New
$190.00
WUSTHOF 4 PC CLASSIC DREIZACK KNIFE SET SOLINGEN GERMANY
WUSTHOF 4 PC CLASSIC DREIZACK KNIFE SET SOLINGEN GERMANY
$99.99
WUSTHOF GRAND PRIX II 3 PIECE KNIFE SET SOLINGEN  9605 GERMANY
WUSTHOF GRAND PRIX II 3 PIECE KNIFE SET SOLINGEN 9605 GERMANY
$179.99
Slitzer Germany 6 Pc Stainless Steel Steak Knife Set Gift Box
Slitzer Germany 6 Pc Stainless Steel Steak Knife Set Gift Box
$26.95
BRAND NEW Wusthof Gourmet Carving knife  fork Set with Epicurean Cutting Board
BRAND NEW Wusthof Gourmet Carving knife fork Set with Epicurean Cutting Board
$49.99
Wusthof Gourmet 10 piece Knife Block Set New
Wusthof Gourmet 10 piece Knife Block Set New
$179.99
Wusthof knife And Block Set
Wusthof knife And Block Set
$26.00
NEW IN BOX QUALITY SOLINGEN GERMAN KNIFE SET
NEW IN BOX QUALITY SOLINGEN GERMAN KNIFE SET
$79.00
Zwilling JA Henckels FIVE STAR carving set
Zwilling JA Henckels FIVE STAR carving set
$175.00
CARVING SET KNIFE FORK WOOD BOX SLITZER GERMANY SILVER STAINLESS STEEL CHINA
CARVING SET KNIFE FORK WOOD BOX SLITZER GERMANY SILVER STAINLESS STEEL CHINA
$9.99
Vintage Set 6 Griffon Steak Knives Germany Stainless Chrome Steel Hand Forged
Vintage Set 6 Griffon Steak Knives Germany Stainless Chrome Steel Hand Forged
$27.99
17 Piece Germany Slitzer Cutlery Knife Set
17 Piece Germany Slitzer Cutlery Knife Set
$24.95
Wusthof Gourmet 6pc 45 Steak Knife Set
Wusthof Gourmet 6pc 45 Steak Knife Set
$99.95
Wusthof Gourmet 7pc 45 Steak Knife Block Set
Wusthof Gourmet 7pc 45 Steak Knife Block Set
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Set of 4 Zwilling JA Henckels Twin German Friodur No Stain 5 Steak Knife GOOD
Set of 4 Zwilling JA Henckels Twin German Friodur No Stain 5 Steak Knife GOOD
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Armack Stainless Steel Vintage Carving Knife Set 3 Pcs Germany
Armack Stainless Steel Vintage Carving Knife Set 3 Pcs Germany
$22.00
Vintage ROBESON Germany Table Steak Knife Set of 5 Stainless Wood Mid Century
Vintage ROBESON Germany Table Steak Knife Set of 5 Stainless Wood Mid Century
$34.99
Zwilling JA Henckels Twin Pro S 2 Piece Carving Set 35601 000 Germany
Zwilling JA Henckels Twin Pro S 2 Piece Carving Set 35601 000 Germany
$149.00
Slitzer Germany 7pc Steak Knife Set in Wood Box
Slitzer Germany 7pc Steak Knife Set in Wood Box
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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 GRAND PRIX II 2 Pc Prep Set 6 Cooks Knife 3 Paring Knife 8605 1
Wusthof GRAND PRIX II 2 Pc Prep Set 6 Cooks Knife 3 Paring Knife 8605 1
$99.95



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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