1.Mr. Quintana, Sitel is a global company that has been a part of the international market for over 30 years. How difficult has it been to establish and maintain such a large company?

You’re right. Sitel is a company that, since its merge last year with French Groupe Acticall, has generated revenue of $1.7 billion. We serve 400+ clients from over 100 locations across the world. The company started in Omaha (Nebraska) more than 30 years ago, which is an important location as a telecommunications hub. Establishing true partnerships with our clients and maintaining ongoing investments in our people have served as the foundational elements that enable us to remain one of the key leaders in the outsourced customer experience industry. Regarding how to maintain such a large company, the secret is maintaining the balance between our global strength and our local presence and flexibility. We created the framework of the brand and the main processes, but we adapt them to the local culture and uses in order to be closer to the markets and to our clients.

2.Has it always been the idea to create a company that would operate on all the continents as it does today? Has this always been your ambition?

Yes. During the first years, the ambition of the founder was to create a real global company, and Sitel started to grow in different countries via acquisitions, which was the best way to gain a market share from the moment of the first investment. Once we had the right size, then we changed the strategy to select specific countries with high potential for our business to work independently if our industry had a strong presence there. This is how we selected Serbia 5 years ago. Now we are considering opening operations in another two countries, one in Central America and one in Europe.

3.Over three decades of business, besides the development and growth of the company, the industry has changed as well. Has it been difficult to adjust to the new trends?

Our industry is in constant change and evolution. Technology is critical in this movement and the customers want to reach companies using multiple channels (voice, email, chat, social…) and they expect answers much faster than in the past. 15 years ago customers waited for weeks to receive a written answer via mail, now they expect to receive the same answer in hours or minutes. At the same time, the new generations have a complete different point of view regarding how to obtain information or solve their needs: the first thing a millennial does to find something is surf the web, not pick up the

phone. Sitel consistently strives to provide exceptional customer service experiences for every customer, during every interaction. Now, as part of Groupe Acticall we have access to other companies in the group with strong capabilities which are very specialized in different sectors: Extens in the Consultancy area, Novagile linked to innovations in technology, Learning Tribes infusing new models to transfer knowledge leveraging online techniques, and last, but not least, The Social Client, experts in working with clients to monitor and leverage social channels and defining a social media strategy to enhance the overall customer experience.

4.How is Sitel ranked among other global BPO companies, and what does Sitel offer globally to clients, customers and employees?

Sitel is ranked among the top 4 global companies in our industry in terms of revenue. We define ourselves as a People-First company and realize that our people are our most valuable asset and our source of true differentiation in the marketplace. We empower our associates to provide exceptional customer experiences during every interaction. And, our ultimate goal is that when anyone thinks of exceptional customer experience - they think of Sitel.