XM’s Contracts with Sitel For Subscriber Management

Outsourced customer support services company Sitel will handle XM Satellite Radio’s subscriber management, billing-related customer service and back office functions.
“Developing and maintaining strong relationships with our subscribers is an essential component of our long-term business strategy,” said XM’s CFO Joseph Euteneuer. He said the company has the flexibility and resources to “move with us” as XM grows.
On behalf of XM, Sitel’s listener care representatives will handle 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. Sitel employees are operating from an estimated 250 dedicated workstations at contact centers in Augusta, Ga. and Toronto, Canada. Sitel estimates that as demand for XM increases the number of Sitel workstations supporting XM s customers could grow to 700 across multiple contact centers.
Sitel replaces another company handling XM’s customer services functions.