Glasgow Daily Times, Glasgow, KY

Local News

March 15, 2011

Training begins at Sitel

GLASGOW — Employee training finally kicked off at the Sitel call center facility on Monday, with 49 entry-level trainees and eight new leadership staff members.

After a six-year process of negotiations, construction and searching for the right client, Sitel announced in January that Best Buy Co. Inc. signed a deal to set up call center operations at the Sitel facility at 101 Hilltopper Way, adjacent to the Western Kentucky University-Glasgow Campus. The 57 employees who began training on Monday are the first wave of what Sitel site director Timothy Miller said will be between 400 and 500 positions. A total of 65 employees have been hired so far.

“It’s going to be good for Glasgow,” Miller said. “It provides maybe an alternate type of job.”

Entry-level employees hired at Sitel’s Glasgow site will be trained to provide over-the-phone customer service to Best Buy customers. Sitel is looking for friendly employees with good people skills and basic keyboarding skills.

“It’s good for people with basic computer skills who like working inside in a comfortable environment,” Miller said.

For every 15 entry-level employees, Sitel will also be hiring a coach to supervise, and then more leadership positions above that as well as IT positions. Miller spoke highly of Sitel as an employer, and said Sitel “provides a good opportunity” for Glasgow residents.

“A lot of people come to Sitel looking for a job and wind up with a career with us,” he said, adding that Sitel promotes from within.

The newly hired employees will have two weeks of classroom-type training followed by one week of on-the-job training, Miller said. Those who began their training on Monday will begin taking calls on March 28, and then be on their own April 4.

Sitel is in the process of looking at applications and extending offers to the next 50 employees, who will begin training on March 28. Those interested in applying should visit www.sitel.com, Miller said.

The Glasgow Sitel facility has received extremely positive feedback from the community, according to Miller, and also overwhelming support from Best Buy, the Glasgow-Barren County IDEA Board, the Office of Employment and Training and WKU-Glasgow. Miller said he has been happy with both the community support and the applicants and employees Sitel has hired.

“I’m just very impressed with the level of talent we’ve found here in the area,” he said.

A Best Buy representative said that her company does not provide comment for third-party contracts such as the one with Sitel.

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