Sitel opening Farragut call center in former At Home decor store

It’s time to start calling the “old outlet mall” the new Sitel Call Center. Beginning around May 20, 510 employees will occupy desks in the newly renovated office center at 11221 Outlet Drive.

The space was left vacant in mid-2018, when At Home, the decor retailer, relocated to Turkey Creek.

As a leader in business processing outsourcing for the past 30 years, Sitel employs 75,000 associates at 150 locations worldwide. The company has been recognized with numerous industry awards for excellence in client service, innovation, training and corporate social responsibility.

The Sitel center in Oak Ridge has been doing business for 19 years; the second East Tennessee location on North Peters Road will be consolidated into the new Outlet Drive facility as it opens.

For site director Kelin Mock it’s been a fast rise through the ranks; starting as an entry level associate in 2006, he developed skills to become a mentor, then a coach and now a director. “Ninety-three percent of our leadership comes from within the company,” he said. At age 32, he is a young leader with a vision to grow the company by offering “superior customer service.”

That takes a productive and engaged workforce, so training and retention are key factors. So is a significantly higher than average starting hourly rate and benefits; medical, dental, vision, and 401K plans are available at the first of the month after 60 days. Reviews and wage increases at 90 and 120 days reinforce the company culture of recognizing associates and promoting from within.

Corporate social responsibility is another focus. For Talent Acquisition Specialist Frankie Ballew, it’s the best part of her job. “We strive to be good community neighbors,” she said. Partnering with area organizations like Remote Area Medical, Love Kitchen, Smoky Mountain Rescue Dogs and Knox County Schools, she is the liaison for Sitel’s outreach.

A recent survey conducted with associates showed that a large number had a passion for supporting RAM, so the Southern Tequila and Taco Festival was held at the Outlet Drive location last week. Moving from last year’s location in Turkey Creek, the substantially larger site meant more vendors and attendees, and that meant more money raised for the organization.

“We have identified a committee designated to drive community involvement based on the interest of our agents. This is in the early planning stages, but our goal is to have a manageable number of nonprofits and do a really great job at supporting them,” Ballew said.

Ballew was recently named to the board of the Farragut/West Knox Chamber, so expect to hear more about and from her. A Farragut resident, she’s backing the Taste of Farragut on May 3. Sitel is a sponsor and you might be able to meet her there. “We’re always looking for great people,” she said. Find more information about opportunities and apply online at

Source: Knoxville News Sentinel, by Margie Hagen

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Published May 3, 2019