260 — SPANISH GOVERNMENT TAX AGENCY SELECTS SITEL-IBERPHONE ALLIANCE FOR ANNUAL TAX RETURN CAMPAIGN

Jul 5, 2002 | Conteúdos Em Ingles

Baltimore, MD – 8 April, 2002 – SITEL Corporation (NYSE:SWW), a leading global provider of outsourced customer support services, announced today that the Spanish Government tax agency, Agencia Tributaria, has awarded its Basic Tax Information service contract to an alliance of SITEL and Iberphone. Under the terms of the contract, the two leading contact center service providers will handle all Spanish tax payers’ queries for the 2001 tax return campaign between the 2nd of May and 1st of July 2002.

The Basic Tax Information service plays a vital role during the tax campaign. Huge contact volumes are involved; last year over 2.5 million calls were handled in only 70 days. Their selection for this program demonstrates both the rapid ramp-up ability of the two companies, as well as their expertise in large-scale contact center management.

Nearly 1000 customer service professionals (CSPs) working from 650 workstations in 8 different centers located in Madrid, Barcelona, Valencia, Sevilla and La Coruña will answer queries from millions of taxpayers throughout the country in Spanish Catalan, Gallician and Valencian, by telephone and e-mail. SITEL-Iberphone CSPs will also provide technical support services for taxpayers who want to file their returns over the Internet, as well as handle queries generated by the self help tax application, PADRE.

The importance of these services, the confidentiality of the data handled and the accuracy of the information provided require intensive training for all the CSPs involved; before going live, each will need to pass an exam.

Agencia Tributaria also awarded the Permanent Tax Information Service contract to the SITEL-Iberphone alliance for 2002. All queries on income tax, VAT, company tax and company registration tax are to be handled by 120 agents in Madrid and Barcelona from the 1st of March.

José María Pena, Co-President of SITEL Iberlat, commented: “We are delighted that Agencia Tributaria has entrusted this important campaign to SITEL. The tax return campaign is one of the largest and most challenging customer support programs in Spain, both in terms of call volume and complexity of the issues involved, and our selection is a testament to our proven ability to deliver sophisticated customer care services.”

Isabel Sánchez-Lozano, General Director, IBERPHONE, also noted: “To offer our services once again in such a complex and specific programme as the Tax Return campaign, reinforces our market position as one of the companies of reference for contact center management and specialist teleservices delivery. Our team, as in all the projects that Iberphone takes part in, will handle this service with all the professionalism and enthusiasm needed to ensure success.”

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 more than 1.5 million customer contacts per day via the telephone, web, e-mail, fax and traditional mail. SITEL employees operate contact centers in 20 countries, offering services in 25 languages and dialects. Please visit SITEL’s website at www.sitel.com for further information.

About IBERPHONE

IBERPHONE has Caja Madrid as one of its equity holders and, since 1997, forms part of the SR. TELEPERFORMANCE Group, a worldwide leader in Telemarketing, Teleservices and CRM and the European Number 1 in Marketing Services. Since it was founded in 1988, IBERPHONE has differentiated itself by its service quality, technical investments and specialist teams. IBERPHONE is currently working for more than 230 clients from all vertical sectors, managing in house and client facility projects with professionals trained in telemarketing, new technologies and highly qualified to deliver sales, marketing and customer care projects. For further information please visit: www.teleperformance.com and www.iberphone.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 word “will” 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: the client’s budgets and plans, unanticipated labor, contract or technical difficulties, contract termination provisions, reliance on alliance member, and reliance on telecommunications and computer technology. 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.

CONTACTS:
SITEL Corporation111 South Calvert Street,
Suite 1900 Baltimore,
MD 21202

Kim Hysko,
Public Relations orBill Sims,
Investor Relations
410-246-1505

www.teleperformance.com

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