Sitel Expands GMAC Contract in Germany

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Teleservices agency Sitel Corp. has extended its contract to provide customer care support for Germany's Opel Bank GmbH, a member of the General Motors Acceptance Corp. network.


Under the agreement, Sitel will take over Opel Bank's inhouse call center operations and combine them with existing Sitel service operations for the bank's customers, including about 510,000 German consumers. The contract between Sitel and Opel Bank, which has been in effect since 1997, has been extended for an additional five years.


Sitel will consolidate Opel Bank's call center operations into its multichannel contact center in Krefeld, Germany. Sitel will hire about 130 service representatives previously employed by Opel Bank and take over about 250 workstations.


Sitel will service all customer interactions for Opel Bank, including payment inquiries, changes of address and vehicle title maintenance. Financial terms of the agreement were not disclosed.


Baltimore-based Sitel conducts more than 1.5 million customer contacts per day and operates contact centers in 20 countries. Opel Bank is the largest member of GMAC, which operates under the brand name GMAC Financial Services and is a subsidiary of General Motors Corp., outside of North America.


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