Case Study: Sitel Group achieves rapid remote agent scaling and lower total cost of ownership with RingCentral

How RingCentral and Sitel Group® helped UK government agencies rapidly expand customer support amid the pandemic

Sitel Group, the world’s third-largest provider of customer-experience outsourcing, needed to rapidly onboard and scale remote agents to support UK social services during the pandemic. Working with RingCentral, Sitel Group also needed a flexible, cost-conscious solution that could expand and contract quickly while keeping costs down for taxpayers.

RingCentral implemented a cloud-based, pay-as-you-need arrangement for Sitel Group’s remote agents. This allowed the team to scale from a few thousand agents to 20,000 and back again as demand changed, without paying for unused capacity, reducing upfront costs and total cost of ownership while maintaining strong service delivery.

Sitel Group

Ian Conduit

Sales Director