SITEL Expands Multi-Year Agreement With Genesis Power in New Zealand SITEL to Increase Services Nearly Threefold in Line
With Growth of NZ Power Generator and Retailer
AUCKLAND, and BALTIMORE, Md., Nov. 5 /PRNewswire-AsiaNet/ --
SITEL Corporation (NYSE: SWW), the world's leading contact center expert, today announced the expansion of its contract
with Genesis Power, a New Zealand state-owned electricity generator and retailer. The expanded agreement provides for
SITEL to deliver customer care, billing and financial management services to an additional 290,000 commercial and
residential electricity customers recently acquired by Genesis from Natural Gas Corporations Holdings Limited (NGC).
SITEL has been delivering enhanced customer care services to 160,000 Genesis customers from its state-of-the-art
multi-channel contact center in Hamilton since April 2001.
The agreement allows for customer support and billing services previously handled at three in-house call centers
operated by NGC, plus a new Genesis Power & NGC joint gas and electricity marketing initiative, to be outsourced to SITEL and delivered from its Hamilton contact
center. SITEL will increase the number of Customer Service Professionals (CSPs) from 90 to 260 to handle the additional
customers. On behalf of Genesis, SITEL responds to a wide range of customer inquiries via IVR, web, e-mail, phone, fax
and traditional mail. SITEL additionally performs a variety of back office services including bill production, tariff,
metering and debtor management, credit control, revenue protection and financial management.
Genesis Chief Executive Murray Jackson stated, "Genesis is extremely happy with the level of service provided by SITEL.
With our rapid growth in New Zealand's retail power sector, we have a strong ongoing commitment to providing our
customers with the best possible customer care. SITEL has continually demonstrated that they share this commitment. We
look forward to growing with SITEL."
Jim Lynch, SITEL's Chairman and CEO, said, "Genesis is clearly a leader in the utility industry in New Zealand and
recognizes the value of providing customers with world class support services. Our relationship with Genesis underscores
our worldwide commitment to delivering integrated contact center solutions which leverage our contact center expertise
and help unlock our clients' customer potential."
About SITEL Corporation
SITEL, the world's leading contact center expert, 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 SITEL New Zealand
SITEL New Zealand commenced operations in New Zealand in 1998 with the award of the largest ever contact center contract
in New Zealand. SITEL New Zealand has enjoyed more than 20% year on year growth since 1998. With the addition of the
Genesis contract, SITEL New Zealand will employ over 600 dedicated employees and is the country's leading supplier of
CRM services.
About Genesis Power
Genesis Power is a state-owned enterprise providing electricity to 450,000 New Zealand homes and businesses and services
over 100,000 gas customers. It has 20% of the country's generation capacity, assets of NZ$1 billion and annual revenues
of NZ$450 million.
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 "believe", "expect", "seek", "intend", "should", or "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: 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.