Arbolus Intelligence

Sitel

foundever.com · Paris, France

Foundever (formerly Sitel Group) is a global customer experience (CX) services provider that designs, operates, and manages outsourced contact center and customer support operations for enterprises across industries. It delivers omnichannel customer care, technical support, sales, and back-office services using a mix of onshore, nearshore, and offshore delivery centers and digital CX technologies. The company generates revenue through long-term business process outsourcing contracts and managed CX services engagements.

  • Customer Support & Help Desk
  • Contact Center Software
  • Cybersecurity Services
Listed in
Revenue
$2.5B
Employees
170,000
Founded
1985
Headquarters
Paris, France

What 8 Arbolus experts think of Sitel

NPS results are dispersed, ranging from 0 to 10, with both enthusiastic promoters and detractors present. Renewal intent is positive where stated, particularly among Influencer roles, while Users show more variability in sentiment and satisfaction. Implementation stage data reveals customers at early, mature, and offboarding phases, suggesting diverse experiences and levels of stickiness. Key expert feedback highlights strengths in scalability, workforce capability, and multichannel support, but calls out inconsistent service quality, automation gaps, and complexity as recurring weaknesses.Overall Customer Sentiment: Neutral

Who reviewed Sitel

Total customers 8 8 current · 0 former
Reviews growth +8 in six months
Seniority of respondents
  • C-Suite 88% (7)
  • Director 12% (1)
Executive C-Suite NPS 4 Submitted Aug 2026
Generalist Partner C-Suite NPS 2 Will renew Submitted Sep 2026
Engineering Leader Director NPS 9 Will renew Submitted Sep 2026

Employer names and spend open in the full report, along with the other 5 customers.

Everything 8 customers told us about Sitel.

Employer names, spend, renewal intent and every written answer behind the numbers on this page.

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Sentiment

-25 Net Promoter Score, from 8 scored reviews
  • Promoters 3
  • Passives 0
  • Detractors 5

Cumulative NPS by month

+0 over 3 months
  • Jun 6
  • Aug 3
  • Sep 6

Net Promoter Score across 1 reviews, accumulated up to each month. Category median -25 across 1 companies.

Praised

  • Scalability and Operational Capacity
  • Ability to Combine Human and Technology Support
  • Experienced Multi-Channel Workforce
  • Expand Digital and Automation Offerings

Criticised

  • Complex Integration and Management
  • Variation in Service Quality
  • Gaps in Automation and Analytics
  • Competitive Threat from Automation-Driven BPOs

What customers say

Scalability and Operational Capacity
“I appreciate Sitel's ability to scale customer service quickly and handle increased demand without us needing to build the capacity internally.”
Ability to Combine Human and Technology Support
“I value Sitel's flexibility in combining human support with technology-enabled processes, which helps improve outcomes.”
Experienced Multi-Channel Workforce
“I rely on Sitel because of its experienced workforce managing interactions across channels, which supports our key priorities.”

Renewal intent

Plan to renew 100%
  • Will renew 3
  • Undecided 0
  • Not renewing 0

Plan to renew, by seniority

  • C-Suite 100% 2 answers
  • Director 100% 1 answer
  • 7/10 Average score from customers who will renew

Report

Customer Report - Sep 2026 Sep 2026 8 + 0

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