itel, an international award-winning customer experience provider, announced today that it has earned the Frost & Sullivan Best Practices 2022 “Customer Value Leadership” Award. Frost & Sullivan recently assessed the nearshore (Americas) customer experience (CX) outsourcing services market, and based on its findings, recognized itel with the award, citing that the company improves agent performance to deliver seamless and pleasant interactions because agents are often a brand’s most visible point of contact with customers.
Headquartered in Vieux Fort, Saint Lucia, itel provides excellent work conditions to support employee well-being and deliver superior CX. The company offers attractive employee packages, such as competitive salaries and benefits, flexible schedules, a clean and safe working environment, and significantly enhanced training processes to improve CX.
Industry analyst, Sebastian Menutti, stated, “itel continuously expands into new geographies to extend its reach while preserving the agility and C-level involvement of smaller firms, making it a formidable provider for US customers.”
Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers, with a focus on improving the return on the investment that customers make in its services or products. The award recognizes the company’s unique focus on augmenting the value that its customers receive, beyond simply good customer service, leading to improved customer retention and customer base expansion.
itel’s Founding Chairman and CEO, Yoni Epstein, explained, “Through our geo-diverse platform, our North American clients have access to a skilled workforce with a long history of hospitality thanks to our locations in the Latin American and Caribbean markets. Our Nearshore and Onshore delivery platform helps big brands stay competitive through enhanced efficiency and borderless access to top talent.”
Frost & Sullivan Best Practices awards recognize companies in various regional and global markets for demonstrating outstanding achievement and superior performance in leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analyses, and extensive secondary research, to identify best practices in the industry.