TDC Boosts Customer Experience With Combined Sitel Danish and UK Team

TDC Boosts Customer Experience With Combined Sitel Danish and UK Team

LONDON, June 9, 2015 /PRNewswire/ --



Hybrid in-sourcing and near-sourcing model ups customer satisfaction, boosts


jobs and increases employee engagement



Denmark's largest telecommunications and pay TV provider, TDC, has experienced
increased customer satisfaction and boosted employee engagement by outsourcing customer
care and support to Sitel [http://www.sitel.com ]. As a result of full staffing, more than
80% of calls are now answered within 20 seconds, supporting a smooth and seamless
experience for TDC customers.



In a project designed to help TDC achieve its ambition to provide best-in-class
customer engagement and satisfaction, Sitel today runs customer care and support across
four Danish sites formerly operated by TDC. More than 740 TDC employees transferred to
Sitel in August 2014 and the company has since added 200 roles locally. Near-sourcing
elements of the programme to Sitel's Kingston upon Thames site has also added 150 UK jobs
and provided mobility options for Danish employees. The hybrid model has helped TDC reduce
costs and as a result of an extensive consultation exercise, has helped maintain high
levels of satisfaction for customers and employees alike.



"Providing the best-possible experience for our customers and employees is a top
priority for us," said Jens Aaløse, Senior Executive Vice President, Channels for TDC.
"Our work with Sitel has delivered on all of our project metrics and importantly, has led
to a better customer experience provided by highly motivated, highly trained customer care
experts."



Commencing with a two-month internal consultation and planning phase with management,
unions and employees, care was taken to ensure staff at TDC locations were able to ask
questions and seek information. This stage helped ensure a smooth transition with very few
escalations or issues. Instigating a variance-based management methodology for staff
appraisals strengthened the team's performance culture by substituting rigid key
performance indicators with a more consultative measurement scheme against team averages.
The system has helped staff better understand how they can support TDC customers and
improve their performance through defined goals which correspond with corporate
objectives.



"As one of Denmark's largest ever outsourcing projects, working with TDC to
revolutionise its approach to customer care has energised our employees and helped us to
attract some of the best people in the industry," said Steffen Bagge, Country Director,
Denmark. "The results have been exceptional and validate our ability to deliver complex
in-sourcing and multinational customer experience projects.



TDC provides communications and entertainment services to more than 8.9 million people
and businesses in the Nordics region.



About Sitel



As caring for customers becomes the differentiator that drives consumer spend, Sitel
is advancing its position as a world leader in outsourced customer care innovation. With
over 30 years of industry experience, Sitel's 61,100 employees support clients with CRM
contact center services that provide predictable and measurable Return on their Customer
Investment by building customer loyalty, increasing sales and improving efficiency. Sitel
manages client programs on behalf of some of the best known brands in the world, with
global solutions that include customer acquisition, customer care, technical support and
social media programs. Sitel maintains global standards of excellence, operating in
approximately 108 facilities in 21 countries, supporting client customers located in 62
countries across North America, South America, Europe, Africa and Asia Pacific in 40
languages. Sitel is privately held and majority owned by Canadian diversified company,
Onex Corporation. For more information, please visit http://www.sitel.com
[http://cts.businesswire.com/ct/CT?id=smartlink&url=http%3A%2F%2Fwww.sitel.com&esheet=50975599&newsitemid=0&lan=en-US&anchor=www.sitel.com&index=3&md5=cbbfd54c9955b8ab8724c0d3561f4789 ]
.




Sitel

CONTACT: Media Contacts: Sean Erickson Sitel +1-877-95-Sitel Sean.Erickson@sitel.com Nick Fishleigh MSLGROUP +44(0)203-219-8753 siteluk@mslgroup.com


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