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Sitel to lay off 158 workers
Company’s loss of T-Mobile contract leads to job cuts
Published Wednesday, November 4, 2009
Sitel corporate officials announced this week that the company will lay off 158 employees at its Sanford call center on Tues., Dec. 1.
In letters sent to Andalusia Mayor Earl Johnson and Sanford call center employees on Tuesday, Sitel corporate officials cited “the departure of a significant client” as the reason behind the layoffs of approximately 150 customer service representatives, six “coaches” and two “learning specialists.”
Currently, the call center employs approximately 500 employees.
Officials said call volume for the company’s T-Mobile account has decreased dramatically, prompting the cell company to move its business to a new site, and Sitel’s recent efforts to locate new clients were not successful.
“Although we are always pursing new clients and new business opportunities, we anticipate that the separations from this location may be permanent,” the letter stated.
Affected employees were given written notice Tuesday of the “reduction in force” and told the majority should qualify for unemployment benefits.
Andalusia Mayor Earl Johnson said he was “saddened” to hear the news.
“First and foremost, I wish to say how deeply sorry I am for the affected individuals and their families,” he said. “Such news is always bad, but it is especially so as we near the holiday season.
“Second, it is important to remember that while this is a significant reduction in Sitel’s operation, we are confident that the remainder of their workforce is stable and that management is aggressively seeking new clients to absorb the loss.”
He said the company remains a viable member of our business community and is committed to Andalusia and Covington County and its decision “is not a reflection on our workforce or Sitel’s performance.”
“Likely, it is the result of a business decision based on factors beyond the control of anyone involved,” he said.
“This event also reminds us that we must redouble our efforts to attract new jobs to our community and work to expand existing businesses and industries,” he said. “We must never grow complacent with job development as our economy is truly global and subject to the pressures of constant competition.”
Attempts to reach Sitel’s vice president of marketing and sales were not immediately successful.
Comments
Posted by SouthernAttitude1 (anonymous) on November 5, 2009 at 5:39 a.m. (Suggest removal)
Once again Sitel, Client Logic or whatever you want to call it has once again proven it's dedication to the commmunity. I have see the holiday lay-offs of friends before.
Merry Christmas folks!
Posted by Timetraveler (anonymous) on November 5, 2009 at 11:50 a.m. (Suggest removal)
Am I the only one to notice that on the same day Sitel announces layoffs, there is an add on the Star News Homepage saying you can apply at Sitel online?
Posted by DastardlyFellow (anonymous) on November 5, 2009 at 12:59 p.m. (Suggest removal)
Outsourcing call centers are a bright indication of how business is done throughout the world. It is not about the quality of the people who work for you . . . it is about finding the cheapest "acceptable" company to handle your call volume. If you don't believe me, then just try to get some technical assistance for a Dell computer one night.
Posted by purelogic (anonymous) on November 5, 2009 at 2:30 p.m. (Suggest removal)
Dastardly Fellow,
Yes. You've hit the nail on the head. Quality now days means that something works not best in the world, because only about 2% of the population can actually afford the highest quality of products that actually work the "best in the world."
Quality means producing value, and that's all tied into the bottom dollar on a net profit enty on a corporate ledger sheet. Quality is also what you can buy at Wal-mart that works until you get it home, because that's what you reasonably can afford to buy.
Take a bedroom set of furniture. Headboards, footboards, dresser drawers, maybe a mirror on them, and a night stand. Real quality consists of solid oak(perhaps even cherry or mahogany), dovetail drawers, hand craftsmanship, and finished to a spit shine and waxed. Retail is about 6-10 grand or more, and more than most people will ever spend of bedroom furniture. Quality is out of reach for most individuals. Value is pressed particle board spit out of an assembly line, and looks just like the real thing that sells for about $800 or so. Functional and affordable, but yet something seems lost somewhere.
Reality is when it comes in contact with water or the superthin veneer covering is rubbed through to show the ugly brown underneath. Just throw it away, and get a new set 3 or 4 times, and you still come out cheaper.
Quality is no longer about producing the best product you can. Quality has become producing the "acceptable" because normal income folks can still afford it.
Most people or businesses when buying a product, whether it be toothpaste, an automobile, or tech service on a cell phone never go with the highest quality/top dollar product, because they can't afford it, people won't buy it, and it's just not economically viable. And that's the honest truth about quality.
Posted by winnerwinnerchickendinner (anonymous) on November 5, 2009 at 2:43 p.m. (Suggest removal)
I have never worked at Sitel but I believe that the lose of this contract was due to poor management. I have heard from numerous people that work out there, that the whole management team is a joke.
Posted by thetruthandnothingbut (anonymous) on November 5, 2009 at 6:55 p.m. (Suggest removal)
Winnerwinnerchickendinner- I am a part of the Sitel Family and do not understand how folks seem to always listen to crap! This had nothing to do with poor performance nor are our managers a joke. You are attacking good people and hard working people. Our managers and agents are the best you will find and you and your numerous people have no heart.
Thank God our people are not listening to the media as we have proven before that this will work out as its a call center clients come and clients go! Your andalusia site was the top performing site with less headcount then all the other sites. Please ensure you get your facts correct as the media has not! Those people you are hearing this from are those folks who "think" they can do better however are not performing in order to meet that goal of management.
You will be eating your words and so will the media as things always "change" in a call center. We are not going anywhere you can count on that!!!!
Posted by superman (anonymous) on November 5, 2009 at 7:02 p.m. (Suggest removal)
Bad times when you see this in your neighborhood. Maybe they can get a bail out. LOL
Posted by winnerwinnerchickendinner (anonymous) on November 5, 2009 at 9:31 p.m. (Suggest removal)
thetruthandnothingbut- The people I am referring to have heart and as you mentioned in your post they are good people. I know that you can't always go on hearsay from folks and get the truth, but this is a comment that I have heard many times.
As far as it being a call center and working out I totally agree. This is just the naure of the business, as companies will always come and go.
Posted by rlb1940 (anonymous) on November 5, 2009 at 9:56 p.m. (Suggest removal)
A little clarification on the headline news in the paper and on the televison about the Sitel job loss................Last year in September the "Verizon Wireless" section at Sitel was transfered, the minimum wage employees were offered to transfer, but the location was in northern Alabama above Pell City and not feasible. But during the move the decision was made to move 95% of the account to India. I actually spoke with one of the employee's in India and he made $6 dollars per day doing the same job that was done in Sanford, Alabama.
A 'one-year' contract was obtained for T-Mobile by the Sitel Operations division. An offer was made to the Verizon employees to stay on for another year doing the same job but for T-Mobile. There were 'no' unexpected layoffs at Sitel, it was nothing to do with the workforce or the economy or location,..it was strictly just the 'term' of the contract the operators of Sitel had with the account and should not have been a surprise. I knew about it, and I've never been through the doors at Sitel.
The operators of Sitel Corporate want and need to keep the City and County officials happy, as that's who helped make the property and building possible and available for them to 'lease' for the area residents to have 'new' jobs in the community. Without the local governments involvement, the Sitel group would have no tax incentives or reasonable lease per square feet office space in which they now have at our expense. My advice to Sitel to keep the building, get busy and get some more telemarketing contracts or service rep contracts. If not, then get our local Economic Development Board (which I've never even seen in the local paper) busy getting a contract to use the 'unused' portion of our local government owned building out at Sanford on busy highway 84.
Posted by biscuitsandhoovergravy (anonymous) on November 6, 2009 at 8:03 a.m. (Suggest removal)
What do you all think about Tucson Roberts and the Cov. Co. Economic Development Board and their record of bringing higher paying jobs to the area?
Posted by rlb1940 (anonymous) on November 6, 2009 at 8:52 a.m. (Suggest removal)
I've never even heard of them, they must be 'a very quiet group', it looks like for the sake of the 'position' that at least updates would be given to the local news for positive comments about 'possible' ventures that 'may' come here. To keep spirits up and an 'upbeat trend' going with Covington County..............I'd like to hear more from them, I'd like to know who they are, their ages, what they are doing, what has been done, what WILL be done, what is in store for the community.......or replace them due to the economic situation the nation is in at the current time with someone 'hungry' for success......!
Posted by biscuitsandhoovergravy (anonymous) on November 6, 2009 at 9:06 a.m. (Suggest removal)
Hey Rib1940. Yes they do seem to be a secret organization.
Here is the link to their website. Maybe if we were to swamp them with phone calls, e-mails and letters we could get some answers, or at least some exuses as to why we as a county lag so far behind surrounding counties in attracting better paying jobs
http://www.southalabamaed.com/index4fe6....
Posted by rlb1940 (anonymous) on November 6, 2009 at 9:41 a.m. (Suggest removal)
Biscuits & gravy, I might can answer an opinion as an observation only....it seems that the Economic Developement Board AND the area Chamber of Commerce
lacks a "spark" of flavorable personality forfront person as have been in the past...too 'hoe hum', merely just an appointment like on a church committee that's 'lifeless', I know you've seen these in your years, we all have....Covington County needs a 'personality' person on the forefront to actively 'seek' anything.....Seek 1000 things, maybe 7 or 8 of them will come through......What do you think? Am I 'on or off' target..............
Posted by duckmanz71 (anonymous) on November 6, 2009 at 12:12 p.m. (Suggest removal)
well i used to work for T-mobile and the rules that they have instituted have set them up for failure. and the pull-out is due to performance.
Posted by Gatorcab (anonymous) on November 6, 2009 at 7:55 p.m. (Suggest removal)
It is a very unfortunate situation for the employees currently employed at Sitel, and my heart definitely goes out to them!! However, as a previous employee I can tell you that the "teams" are only as good as the "coaches" as well as middle to upper management. Attitude reflects leadership!! Each call center is "run" differently, and unfortunately in this situation, this call center could have operated more efficiently if the "leaders" had just a little more empathy and willingness to ensure the CSR is trained properly and did not talk "down" to them. However, there are also several coaches, training specialists and GM's and CSR's that deserve ALL the kudos that they can receive. Also, the others are correct about quality! Sitel in Sanford pushes very hard for handling time, and selling products then quality! Also, it is not professional, in my opinion, for companies like Sitel to accept these outsourced jobs and then ask the employees to inform the customer that the employee is actually located somewhere else, not in Sanford, Alabama. I am very proud to be from South Alabama, but we were never allowed to outright say that. Lets remember again that a team is only as good as it's leader!! Let’s all hope that Sitel will obtain another large contract and put all the “soon-to-be” laid off workers back to work. Also, I can assure you that Tuscon Roberts knows and simply has “NO COMMENT”.
Posted by dickie (anonymous) on November 6, 2009 at 9:33 p.m. (Suggest removal)
sad to hear folks losing there jobs this time of year
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