Sitel, a Global contact center, is now growing in Poro Point, San Fernando La Union. That will be their 4th site in Northern Luzon and their 8th in the country. It will accommodate 500-seat capacity facility by the last quarter of the current year. This will benefit the Sitel Academy because it will provide employment from the grassroot level in San Fernando, La Union. This new site became possible because of the continuing partnership with the Philippine Economic Zone Authority; Baguio is a good source of manpower pool. Sitel will be the pioneer BPO in Poro Point According to Mickey Dela Peña, Sitel Philippines Corp. Vice President for Operations in North Luzon, the development will address the increasing number of business from its US-based clients, which are being served by its three sites in Baguio. The third site in Baguio will also be developed this year with an additional of 500 agents. Sitel Baguio is the largest employer in Baguio with 3,500 employees. The 40% technical support service in 3 sites of Baguio caters 10 clients in US.

According to Mr. Dela Peña, Sitel has a low attrition rate of 2.5 percent versus the industry average of 10 to 11 percent. The Baguio site has even a lower attrition rate at 1.5 percent, which was attributed to its Sitel Academy model of recruitment. [via mb.com.ph]