SITEL Selected to Provide Customer Care for XM Satellite Radio
OMAHA, Neb., Nov. 24, 2003 -- SITEL , a leading global provider of outsourced customer support services, today announced the signing of a contract with XM Satellite Radio Holdings, Inc. the #1 subscriber-based satellite radio service in the United States. Under the terms of the agreement, SITEL will deliver support for subscriber management, billing-related customer service and back office functions.
The agreement further underscores SITEL's reputation as a favored provider of integrated customer care programs for innovative companies in the technology sector.
XM Satellite Radio (XM), which launched its subscriber-based commercial service in late 2001, now has more than 1 million subscribers. XM provides its subscribers with 101 channels of digital-quality programming broadcast directly via satellite to vehicles, homes, and transportable radios across the U.S. XM selected SITEL to take over customer care functions for the Company's rapidly-growing subscriber base.
"Developing and maintaining strong relationships with our subscribers is an essential component of our long-term business strategy," said Joseph J. Euteneuer, Chief Financial Officer of XM Satellite Radio. "We selected SITEL to take over our customer care needs for both their competitive, scalable service capabilities and exceptional track record in the delivery of first- class customer care. We sought the best provider possible, one that has the flexibility and resources to move with us as we continue to grow. "
On behalf of XM, SITEL's listener care representatives (LCRs) will handle all customer inquiries about subscriptions, use and operation of the XM system and billing matters, via multiple channels including telephone, e-mail, fax and traditional mail. LCRs are operating from an estimated 250 dedicated workstations at state-of-the-art contact centers in Augusta, GA and Toronto, ONT, Canada. As demand increases, it is estimated that the number of SITEL workstations supporting XM's customers could grow to 700 across multiple contact centers.
Jim Lynch, Chairman and CEO of SITEL, commented on the agreement. "This is a very significant contract for SITEL. It illustrates something we believe in very strongly - that more and more companies will choose to work with experts like SITEL as the long-term benefits of the strategic outsourcing of customer care become increasingly clear. XM is an exciting company with a highly innovative product and business model, and they are experiencing unprecedented growth. We look forward to providing XM's subscribers with the highest possible levels of service and responsiveness."
About SITEL
SITEL, a leading global provider of contact center services, empowers companies to grow by optimizing contact center performance and unlocking customer potential. SITEL designs, implements and operates multi-channel contact centers to enhance company performance and growth. SITEL manages almost 2 million customer contacts per day via the telephone, web, e-mail, fax and traditional mail. SITEL employees operate contact centers in 22 countries, offering services in 25 languages and dialects. Please visit SITEL's website at www.sitel.com for further information.
About XM Satellite Radio
XM is America's #1 satellite radio service. With 1 million subscribers, XM is on pace for 1.2 million subscribers later this year. Broadcasting live daily from studios in Washington, DC, New York City and Nashville, Tennessee at the Country Music Hall of Fame, XM provides its loyal listeners with 101 digital channels of choice: 70 music channels, more than 35 of them commercial-free, from hip hop to opera, classical to country, bluegrass to blues; and 31 channels of premiere sports, talk, comedy, kid's and entertainment programming. Compact and stylish XM satellite radio receivers for the home, the car, the computer and even a boombox for on the go are available from retailers nationwide. In addition, XM is available in more than 80 different 2004 car models. XM is a popular factory-installed option on more than 40 new General Motors models, as well as a standard feature on several top-selling Honda and Acura models.
For more information about XM, visit http://www.xmradio.com/.
This news release contains forward-looking statements within the meaning of Section 27A of the Securities Act and Section 21E of the Exchange Act. The words "will," "estimated" and similar expressions in this news release identify forward-looking statements, which speak only as of the date the statement is made. SITEL assumes no obligation to update any such forward- looking statement. Although SITEL believes that the expectations reflected in such forward-looking statements are reasonable, there can be no assurance that such expectations will prove to be correct. Because forward-looking statements involve risks and uncertainties, future events and actual results could differ materially from those set forth in, contemplated by or underlying the forward-looking statements. Important factors that could cause actual results to differ materially from SITEL's expectations may include, but are not limited to the following, many of which are outside SITEL's control: customer demand for the client's products and services, the client's budgets and plans, conditions affecting the client's industry, unanticipated labor, contract or technical difficulties, delays in ramp up of services, contract termination provisions, reliance on major subcontractors and strategic partners, industry regulation, reliance on telecommunications and computer technology, general and local economic conditions, and competitive pressures in SITEL's industry. SITEL's Form 10-K, 10-Q and 8-K reports filed with the Securities and Exchange Commission describe other important factors that may impact SITEL's business, results of operation and financial condition and cause actual results to differ materially from those set forth in, contemplated by or underlying the forward-looking statements.