Good call – Sitel

SITEL ColombiaWe speak to three people from very different backgrounds, with different career paths at Sitel’s call centres. But they all have one thing in common – they love their jobs. Hear about their experiences first hand…


Javier Stip Rosero Age: 26 – Coach-Supervisor

In this business, it doesn’t matter where you come from. What matters is what you want to do and what you can do. If you have confidence in yourself, you can achieve anything.

Never in my life did I imagine having a car or earning so much. I’ve been here a while and I’m hooked!

I used to work as a security guard – it was then that I started to teach myself English. I went on to do a course in commercial management and telemarketing at SENA – where the whole course was in English. After graduation, I applied for a job here at Sitel.

I performed really well in my role and managed to make a lot of sales. Then I moved to a Coach-Supervisor position, and I’ve been doing that for a year. I basically support and help my team – it is a great role that lets me teach people to perform really well.

For me, it’s all about attitude, the desire to do things, to learn. Sitel isn’t for people who limit themselves, but for those who have the will to make a difference, to make a change – be it personal life or family life – in everything. But if you just complain and hope for results, well, nothing is going to happen.

This is my job and I love it. I want to stay in this career and industry. Maybe in ten years or so, I will be managing the business! It’s a big task, but it’s possible.

Adriana Penagos Age: 29 – Customer Center Representative

I’m from Venezuela, and my parents are Colombian. I’ve been here at Sitel for almost a year. I really enjoy the work environment – so much so that I encouraged my sister to join the company as well!

I always liked the idea of working in a call center because it allows me to keep up my English fluency. It is important for me to use English all day, every day so that I don’t lose it.

My English has improved a lot. There are times when you don’t understand a word and you go and look it up. You are constantly learning to use other types of language with the clients.

The majority of clients are really nice. They call for solutions and we offer technical support.

There are people of all ages working here, and they are all very friendly. It’s a very stressful environment, but people try to socialise a lot in order to make the day easier, and it helps you to really enjoy your job.

I also love the way that Sitel opens doors – this was my first job and they immediately offered me opportunities.

The company is also always talking with you, trying to figure out what you’re doing well and what you’re finding more challenging. The company depends on us, the people who have direct contact with the clients. Sitel is always trying to find ways to help and motivate you.

Laura Varon  Age: 25 – Operations Manager Track Trainee (Apprentice programme)

What I love most about Sitel is what has happened to me – the way that staff are given the opportunity to grow and build their careers. Sitel almost always promotes people internally.

It’s funny – last Saturday was my fifth anniversary with Sitel. I started as an agent and after six months I had the chance to become a Mentor. I then went on to become a Coach-Supervisor and then a Trainer.

That role gave me the opportunity to go to the United States for training. It was my first time out of the country, my first time on a plane – it was mind blowing and Sitel made it happen!

The atmosphere in Sitel feels like home. The whole company is based on prioritising people – before finance, before KPIs, everybody is important – we are not machines or numbers, we are human beings.

I have the feeling that they know who I am and what I care about, which isn’t something that you can find in every company.
Today I am running two campaigns, with a total of 31 people. My team knows that I love to receive ‘kudos calls’ – where customers call to praise the work of one of my operators.

For every kudos call I receive about a member of my team, I give them a card and a personalised message, as well as treating them to lunch.

I have a very strong team that supports me and I support them. I love that they can say: ‘I’m happy to come to work.”