Search ABOUT |ASSOCIATE ENGAGEMENT Associate Engagement Sitel® MAX-ing Out Our Culture Sitel® MAX, or My Associate Experience, is our business-wide mindset and methodology for transforming the associate experience. Sitel MAX is a cross-functional approach to co-designing and implementing initiatives at site, regional and global levels to transform the associate experience at Sitel Group®. More than a traditional voice of the employee program, Sitel MAX makes our people active participants in their experience and operationalizes a culture of continuous improvement. Through Sitel MAX, our people identify opportunities to grow, improve and engage as architects of new solutions. 1:50 Sitel® MAX Results In just over a year, Sitel Group has seen results across the business from building and launching an all-associate intranet solution in 17 days to improving training for associates. And while the initial focus was improving the associate experience, Sitel MAX is positioned to drive continuous improvement to our customers’ solutions in the same way our associates’ insight has added value for us. Sitel® MAX By the Numbers 1,000+ ideas shared with 68% from the frontline One year after launching Sitel MAX, we saw strong, consistent improvements in employee engagement within our annual employee survey, Sit & Tell: Global eNPS in 2020 increased to 26.5, up from 13.4 in 2019. (88% participation) Sitel MAX Flexibility: Providing our associates with more powerful scheduling features to have a positive impact on work-life balance and overall satisfaction 98% of associates said they had a good experience creating their own schedules. Sitel MAX Train: In order to provide a best-in-class CX, the frontline needed access to targeted complementary product training. The community created micro-learning modules in the flow of work. 550% sales units per day; 395% premium upgrade sales (week on week) iCoach (performance management tool): Developing enhanced tools for skill development and process optimization is key for transforming the associate experience. This is why there’s a need for a right-fit performance management platform that provides our coaches and operations managers with a single source of data and actionable insights to improve coaching cycles. User satisfaction increased from 62% to 91%; Steps were reduced from nine to three; KPI diagnostic time reduced from 180 to 13 seconds Sitel® MAX Community With more than 3,000 members, the Sitel MAX Insiders community is at the heart of every Sitel MAX initiative. Made up of primarily frontline agents, the community participates in crowdsourcing and co-creation activities to shape their future experience. Sitel MAX Insiders: a community representative of our global workforce (~3,000) MAXperts: super users and coordinators (~200) The community is engaged in user experience (UX) activities to drive innovation and co-design the future of the Sitel Group associate experience through culture, technology and workplace. CULTURE Initiatives around our company mission, values, global operating standards (GOS), learning and development, inclusion and diversity and wellness. TECHNOLOGY Better tools to increase performance and efficiency. WORKPLACE Enhancements that make our associates’ journey more enjoyable and productive. This methodology is based upon the works of Jacob Morgan, a trained futurist and one of the world’s leading authorities on leadership, the future of work, employee experience, and leadership. Source: thefutureorganization.com. A Better User Experience (UX) To achieve maximum impact in our associate’s experience, we’ve built a cross-functional approach to actively engage members of our community in every phase of Sitel MAX initiatives. DISCOVER Our people participate in data collection activities like surveys and interviews to gather information about their current experience. DEFINE Our people help define the next steps toward their new experience by sharing ideas through workshops and design-thinking activities. DESIGN Our people are actively involved in the design process as we constantly share updates and involve the community via feedback and suggestions. TEST Our people test prototypes of future solutions and experiences to help improve the final outcomes. ITERATE Our people’s involvement is key in the continuous improvement of the initiatives in our roadmap. Through our Sitel MAX community and 160,000-strong network of people, we share insights with you and improve the customer experiences we deliver on behalf of your brand to Create Connection. Value Conversation. Hear more from our associates about their experiences at Sitel Group. SITEL MAX RELATED CONTENT BLOG Celebrating One Year of Sitel® MAX for Customer Service Week 2020 READ MORE BLOG Sitel® MAXhub – Enhancing the Employee Experience and Reinventing the Contact Center READ MORE 123 SHARE ON Subscribe to Receive Updates From Sitel Group® SUBSCRIBE OUR MISSION EXP+ PLATFORM INDUSTRIES INSIGHTS GLOSSARY ABOUT SITEL GROUP SITEL GROUP OFFERS LET’S TALK SALES & PARTNERSHIP MEDIA RELATIONS HR INQUIRIES CAREERS CAREER AT SITEL WORK FROM HOME FIND JOBS LOCAL WEBSITES FOLLOW THE LEADER Manage Your Cookie Preferences Legal Notice Cookie Policy © 2021 Sitel Group