FOUNDEVER: DIGITALLY FOUNDED, EVER HUMAN


Creativity, commitment and connection is the DNA of Foundever™ (previously known as Sitel)

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With 170,000 associates across the globe, we provide the best solutions to over 750 of the world's leading and digital-first brands. Our innovative CX solutions, technology, and expertise support our clients' operational needs and deliver a seamless experience to customers in the moments that matter. Every day we  support over 9 million customer conversations every day in 60+ languages across 45 countries. Foundever™ combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

The company started operations in Bulgaria in 2006. We now employ 1,500 people and our goal is to become 2,100. We do not want to become the biggest company around, but to be the best for our clients.

From Sitel to Foundever™

In 2023 Sitel Group became Foundever.

The change follows the acquisition of Sitel in 2015 by Groupe Acticall, bringing together diverse digital, learning, analytics and tech capabilities, and the acquisition of Sykes Enterprises, Inc. in 2021. The consolidation required a new brand that would reflect the commitment to innovation, dynamism and determination to provide an excellent service in CX. The rebranding was a natural step to become the world's leading and most innovative CX BPO (customer experience business process outsourcing) company.

What does Foundever™ mean? There is no such word in the dictionaries, but it contains a deep meaning and a great history. It reflects our founder-led culture, permanent curiosity and passion for innovation, all driven by our entrepreneurial roots. Foundever™ also shows our experience, based on our more than 40 years of support to the most beloved brands in the world. It also translates that we have a digital base, combined with respect for the human aspect.

Since the company was founded, its vision has always been to deliver great experiences for customers by building a better experience for the people at Foundever™. We harness automation and technology to further augment the employee's experience to deliver a more efficient and seamless customer experience built with the human touch. As Foundever™, we remain committed to supporting beloved brands around the world in their customer experience strategies throughout a shared journey of digital transformation focused on its people. Our services include customer care, business optimization and sales and retention, as well as strategy and design, omnichannel CX, workflow orchestration, self-service and bots, analytics and AI, social media CX, Web3, and learning and development. The Foundever™ CX solutions combine a deep expertise and data analytics to drive operational transformation by providing trust and safety to ensure clients are fully supported.

Delivering Work-Life Balance in Foundever™ Bulgaria

The mission of Foundever™ has always been to provide a supportive and stimulating environment for our employees.

Nowadays, delivering work-life balance is a challenging task because of the turbulent business climate and the complicated labor market. This is why we implement a combination of the best flexible policies, a positive company culture and work environment, and various programs to improve the overall well-being of our employees.

The pandemic was not the reason many of our employees to start working from home. This has actually been a targeted plan of the company since 2018, in order to provide more convenience to the associates and the possibility to work from any place in Bulgaria.

Our company currently employs 1,500 people and over 90% of them work from home or hybrid mode (splitting the working days between office and home). Flexible working hours and the possibility to divide the working day into two parts is the other great convenience especially for those who are parents or students.

To promote healthy mental and physical lifestyle, we created a special wellness & sustainability program called EverBetter, which is divided into different directions – Eat Well, Move Well, Live Well, Green Life. In this regard, we organize various webinars, roundtable events, workshops, information campaigns, and live sports.

We are very proud to share that many of our employees are highly socially and environmentally committed; their ideas are invaluable for us when we organise or participate in various charity events. We have a long-standing partnership with the Transfusion Hematology Centers in Varna and Sofia and annually we conduct several blood donation campaigns. Also, we actively participate in the event Race for the Cure, dedicated to the breast cancer month awareness campaign.

Every year an annual employee satisfaction survey is conducted within the company. We are happy to share that year after year there is an increase of the satisfaction index among the associates. Thanks to their feedback and our actions taken accordingly in order to deliver the best work-life balance our company won the Gold 2022 Stevie Award for Great Employer, we are finalist in the 2022 Employer of Choice Award in the CSR category and for 2023 we are among the winners in the Career Show Awards, category “Onboarding strategy”, because we take care of each associate starting from day one in the company.

Our further plans

We plan to continue to grow at a steady pace and to keep our people as a main focus. We want them to embrace the values, which guide us in creating value for them and the clients we work with. These are creativity (by making things simple and leading the change), connection (by growing together and sharing experiences), and commitment (always aiming for better and having an impact for good). This combination inspires and drives us every day.

Sofia: 55 Nikola Vaptsarov Blvd (Expo Center 2000)

Varna: 186 Vladislav Varnenchik Blvd

www.foundever.com

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