Sitel Group’s 75,000 people across the globe connect many of the world’s best-known brands with their customers - 3.5 million times every day. As a global customer experience (CX) management leader, it applies more than 30 years of industry-leading experience and the entrepreneurial spirit of our group’s founders to deliver omnichannel experiences through voice, chat, social media and more to customers of 400+ clients across all verticals – from Fortune 500 companies to local startups.
The group’s breadth of capabilities – powered by an ecosystem of experts including Innso, Learning Tribes, Sitel, Sitel Insights and TSC – go beyond business process outsourcing (BPO) to support every stage of the customer journey. They are redefining the contact center and improving business results by pairing innovative solutions - such as self-care and automation - with the human touch, emotion and empathy of our people. As a CX platform, they are powered by experts to deliver tailored CX solutions to fit their clients’ needs through their consultative, customer-centric approach adding value at every touchpoint - regardless of location, channel or time of day.
Headquartered in Miami, this American brand uses Workplace by Facebook to connect with all offices, to encourage knowledge sharing and engagement from all members. Thanks to Vassil Vasilev, Marketing Manager at Sitel, and Lilly Newman, Social Media & Community Manager at TSC Digital, Partner of Sitel
1- Make sure the Workplace deployment is fully rolled out in every country
At Sitel, bringing all employees together across the globe is the core of their communication strategy, especially with a presence in 27 locations. Grytics enables to build population segmentation based on any kind of value, it can be members by departments, business units and Sitel decided to look at their data at the country level to further their insights within their community.
To do so, the team used the key performance indicators from all members (Active/Inactive members, Top groups, and Top people for each area etc.). Evaluating the adoption of Workplace globally is one of the best uses of Grytics. Vassil has been able to compare each single country and make sure adoption will improve over time and globally.
Understanding uses and behaviours worldwide is also possible with Grytics. Members can identify engagement across countries, the way members communicate and share within Workplace by Facebook. Also, each country has its own initiatives, activities and content strategy. Some are posting more videos than posts and so on.
To share with the Executives and the Top Management, a report is built for one single country, around once a month. All insights for one country, such as the total number of comments, reactions, shares, type of posts etc. are compared. This enables to determine which are the top countries and the less active on Workplace.
2- Identify best practices from your employees
Working as a Social Media Manager & Community Manager at Sitel, Lilly is the key contact for all Workplace groups’ admins. She helps group administrators to identify best practices and top content among Workplace. Members are keen to know what kind of content is working better and how to improve the team engagement.
Grytics helps to identify Top Posts among the overall Workplace and among each single group. Top Posts are based on the engagement score, Top most Commented, Top Reacted Posts. Based on those indications, Lilly can determine why they are better performing over the rest of the Workplace posts. Engagement by posts type is also a good criteria to know what kind of content should be prioritized over another.
Main insights about a group, such as the percentage of active members, top champions or activity scores are good indicators about the related group. Members can even identify the best day to publish with Grytics. The information is easily accessible and gives suggestions to the group admin to reach more members over time. By making sure posts are engaging with the community, the team is willing to increase the tool adoption.