Case Study: Sitel achieves top customer-service talent retention and workforce visibility with SAP SuccessFactors

Retaining Talent for the Best Customer Service with SAP® SuccessFactors® Solutions

Sitel, a global customer‑experience and professional services provider with 75,000 employees, faced the challenge of attracting, engaging, and retaining top customer‑service talent while giving managers a unified, up‑to‑date view of HR activity. To address this, Sitel partnered with SAP SuccessFactors and deployed the SAP SuccessFactors HCM Suite together with SAP SuccessFactors Workforce Analytics to replace disparate on‑premise HR systems and automate manual processes.

SAP SuccessFactors delivered company‑wide workforce visibility, real‑time employee insights, streamlined recruiting, and automated compensation processes, enabling faster, smarter hiring and reward decisions. The deployment produced measurable results: a 25% increase in applicant flow, an 85% faster calculation of attrition and absenteeism rates (reduced from one week to one day), and a 5% rise in employee engagement.

Sitel

Kim Bacci

Global Director, HR Systems