Sitel and Choice Hotels to Raise the Bar for Customer Service
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Sitel and Choice Hotels to Raise the Bar for Customer Service
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Category: Worldwide - Industry economy -
New brands / Affiliations
This is a press release selected by our editorial committee and published online for free on 2008-09-09
Sitel, a leading global business process outsourcing (BPO) provider, today announced the addition of Choice Hotels International, Inc. (NYSE: CHH) to its growing portfolio of travel and hospitality clients. Choice Hotels is one of the largest and most successful lodging franchisors in the world.
The relationship, which began ramping up earlier in 2008, has Sitel handling inbound reservation services to complement the hotel company's internal customer care and reservations operation. Sitel provides flexible peak season support, and has established a core group of dedicated agents to manage incremental shifts in call volume on a day-to-day basis. Depending on the season, Choice will leverage between 100 and 300 Sitel associates located in the company's Albuquerque, New Mexico center.
"Choice Hotels selected Sitel for its rich experience in the travel and leisure market," said Julie Casteel, EVP global business development. "We currently provide customer service support to more than 30 travel-related clients across the globe."
"Sitel came to the table with a very flexible solution to help us address the call volume spikes we experience during high travel seasons," said Mark Weiner, vice president of customer care and reservations, Choice Hotels International. "We are pleased with Sitel's ability to quickly replicate our processes and we're confident that their Global Operating System approach to optimizing performance will deliver even stronger performance over time."
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