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This CRM Review examines Sykes Contact Center Services.
In-Depth CRM Review
Sykes Contact Center Services
Sykes Enterprises, Incorporated
400 N Ashley Drive
Tampa, FL 33602-4300
Telephone: (813) 274-1000
CRM Category: Call Center Support – Cloud
Sub-Category: Call Center Outsourcing
Seats: Small Enterprise
About the Company:
In 1977, John H. Sykes founded Sykes Enterprises, Incorporated. While engineering services were the firm’s initial offering, at the core of the company was a passion for providing clients with the best service possible while giving back to the community. Today, this drive to serve others remains part of our DNA, and we believe it is integral to our company’s success.
Taking Our Service Virtue Global
Setting out on a new course, in 1992, SYKES acquired a small company in Sterling, Colorado. With the acquisition of Jones Technologies, Inc. SYKES entered into the arena of inbound customer support. Having built a solid foundation with its existing clients, SYKES soon became very successful in outsourced customer care.
In 1996, SYKES went public and began trading on NASDAQ. This allowed SYKES to grow globally. While SYKES already had an international presence with the opening of its Amsterdam site in 1994, several other acquisitions expanded its European footprint from 1996-1997. These acquisitions include Datasvar Support AB of Sweden; Telcare of Germany, McQueen International Limited and more. SYKES also entered a joint venture with HealthPlan Services Corporate – forming a new venture called SYKES HealthPlan Services – which took the company to Canada. Within the next few years, acquisitions and the opening of new customer support centers would cement SYKES’ presence in Latin America.
In 2010, SYKES undertook the most significant acquisition of its 33-year history – the acquisition of ICT Group, Inc. Today, SYKES has 43,000+ employees located in more than 80 centers throughout 24 countries.
Defining Our Success
Headquartered in Tampa, Florida, SYKES excels in delivering inbound customer support for our Fortune 1000 client-companies around the world. Providing customer care services primarily in the Communications, Financial Services, Healthcare, Technology, Transportation and Leisure industries. Our customer service agents serve thousands of customers a day – via multiple channels – and have been recognized for their service excellence. Subsequently, we’re proud to have received such awards as SSPA STAR Hall of Fame (Software Support Professionals Association), Service Leader Award (CRM Magazine) and Top 100 Most Trustworthy Companies in America (Audit Integrity). We’ve also been recognized for our innovation with such awards as the Recognized Innovator Award (Technology Services Industry Association – formerly SSPA) and 2011 Product of the Year (Customer Interaction Solution Magazine) for its Online Support Communities solution.
Since 1977, SYKES has held firm to our steadfast client commitments and our passion for providing excellent service. And, while our industry recognitions and steady growth have provided us our true measure of success lies in holding true to our core principles of providing client value and service excellence.
Sykes Enterprises ( SYKE ) trades on the NASDAQ.
About the Product:
CONTACT CENTER SERVICES
A global provider of outsourced contact center services to leading companies worldwide, SYKES delivers customer service for international market leaders that include wireless carriers, credit card issuers, PC manufacturers and more.
We provide inbound call support for the Telecommunications, Financial Services and Technology industries. And because no two companies are alike, we work closely with you to deliver loyalty-building customer service and technical support. Service is our area of expertise. Our clients win customer service awards because we are highly skilled at handling the service work that becomes their customer’s “brand experience.”
With over 46,000+ capable employees handling everything from basic customer service and billing problems to complex technical support escalations, SYKES is a flexible service partner that can meet you where you are today – and grow with you into the future. With contact centers throughout North America, Latin America, Europe and Asia, our goal is to provide all end-customers with consistent service excellence – wherever they are.
Described by analysts as secure to invest in, SYKES runs a conservative operation and has proved itself the “best performing” company in the industry for the last four years. With stable financials and dependable business acumen, we are able to invest in our service infrastructure, so you don’t have to. Our low-risk solutions make us a safe bet for today’s providers with tightened budgets.
Science of Service
Answering our clients’ need for great service at a great value, we have developed proven methods for analyzing the customer experience, re-designing inefficient processes and coaching agent performance. The end result is that we can extend operational excellence throughout our contact centers – reducing costs, while optimizing customer satisfaction.
For complete pricing details, please contact the company directly.
Rich’s View of Sykes Contact Center Services:
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