Just two years back, Sitel was in doldrums: there was no CEO, operational glitches plagued daily running of the centers, a large AOL contract was lost to Spectramind, and employee confidence was fast ebbing. But in early 2005, the appointment of ex-Dell outsourcing guru Safir Adeni as the CEO signaled the beginning of Sitel India's turnaround. The story just got better in FY '06: it bagged 7 new clients (same as it did between 2000-2004) and scaled up operations from one center in Mumbai to four (two in Mumbai and one each in Hyderabad & Chennai). Dell, Bell Canada, Siemens and a large UK telco were some of the major accounts; even the domestic waters were tested through some work for Tata AIG Insurance. Nearly 73% focus on voice though remained a concern. Sitel scouted for centers in SEC B cities like Chandigarh, Goa, Vizag or Kochi to tackle this.

• Focus on KPO with work starting on engineering design services, data analytics and market research
• Though attrition reduced by half, at more than 40% it was still alarming

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CEO: Safir Adeni

l Start-up Year: 2000 l Seats: 1,800 l Employees: 2,955 l Facilities: 4 l Business Mix: Voice (73%), Non-voice (27%) l Address: 4A Parke Davis Complex (Main), Andheri-Kurla Road, Andheri (E), Mumbai 400072 l Tel: 28561654 l Fax: 28561659 l Website: www.sitel.com

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