ABOUT SYKESFEBRUARY 2017

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ABOUT SYKESIn 1977, John H. Sykes founded Sykes Enterprises, Incorporated.

Headquartered in Tampa, Florida, SYKES excels in delivering comprehensive inbound customer engagement services to Global 2000 companies, primarily in the communications, financial services, healthcare, technology, transportation and retail industries. Our customer service agents serve thousands of customers every day – via multiple channels – and have been recognized for their service excellence. We’re proud to have received awards such as:

SSPA STAR Hall of Fame, Software Support Professionals Association.

Service Leader Award, CRM Magazine

Top 100 Most Trustworthy Companies in America, Audit Integrity.

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ABOUT SYKES

MissionOur mission is to make our clients more efficient and more profitable while improving loyalty to their company brands

VisionValue-based customer contact management solutions tailored to the unique needs of our clients

Corporate Objectives• Industry leading financial and

operational performance

• Competitive solutions for all targeted major markets

• Experts in comprehensive customer interactive services

• Leaders in the way we treat people and communities

SYKES Worldwide• 39+ Years of Experience

• 65+ Global Centers

• 54,550+ Employees

• 20+ Countries (30+ Languages)

• Publicly Held (NASDAQ “SYKE”)

• Financially Strong

• $1.4B+ Forecasted Revenues

• S&P Small Cap 600

North America• Canada• United States

Latin America• Brazil• Colombia• Costa Rica• El Salvador• Mexico

Europe, Middle East & Africa• Central: Germany• Eastern: Hungary & Romania• Nordics: Norway, Sweden, Denmark & Finland• Western: UK & Egypt

Asia Pacific• Australia• China• India• Philippines

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By RegionGLOBAL FOOTPRINT

Province CityNew Brunswick

• Miramichi• Riverview

Ontario • Peterborough

Quebec • Sherbrooke

State City

Alabama • MontgomeryArkansas • Fort Smith

• Malvern• Morrilton

Florida • Lakeland (2)

Georgia • Rome

Idaho • Boise

Kentucky • Perry County

Nevada • Las Vegas (2)

New York • Amherst

North Carolina • FayettevilleOregon • Eugene

• Milton FreewaterPennsylvania • Allentown

• Bloomsburg• Langhorne

South Carolina • Greenwood• Kingstree• Sumter

Tennessee • MorristownVirginia • Buchanan County

• Wise

Country City

Brazil • Curitiba• Mariano Torres

Costa Rica

• Global Park• Moravia• San Jose South• San Pedro (Sigma)

Colombia • Barranquilla

El Salvador • San Salvador

Mexico • Mexico City

State City

Demark • Odense

Egypt • Cairo

Finland • Turku

Germany

• Berlin• Bochum• Pasewalk• Solingen• Wilhelmshaven

Hungary • Budapest

Norway • Bergen

Romania• Cluj• Oradea• Sibiu

Sweden• Ed• Gothenburg• Kalmar• Sveg

UK • Edinburgh• Galashiels

Country City

Australia• Hunter Valley• Rhodes• Varsity Lakes

China• Changshu• Guangzhou• Shanghai

India • Hyderabad Building

Philippines

• Makati City (Alabang)• Makati City (Glorietta)• Cebu City• Mandaluyong City (2)• Quezon City

United States Canada Europe Asia Pacific

Latin America

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We Serve TodayLEADING TECHNOLOGY COMPANIES

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BUSINESS PROCESS OUTSOURCING-CONTACT CENTER OFFSHORE INDUSTRY

• BPO or contact Center Offshore industry is already well established in Egypt – SYKES is the leading offshore contact center in Egypt.

• The BPO services provided in Egypt range from customer support to account management, from back-office operations to rules-based decision making.

• The contact Center Offshore industry in Egypt has a lot of promising opportunities to build a professional career.

• Egypt was named Offshoring Destination of the Year 2010 by the European Outsourcing Association (EOA) and Outsourcing Destination of the Year 2008 by the National Outsourcing Association (NOA).

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SYKES CAIRO SITE OVERVIEW

•Experienced management and support team•Very strong support from the Government to the BPO business

•Quality and scalable infrastructure•Proven track record•High employee satisfaction•Languages served: Arabic, Dutch, English, French, German, Italian, Portuguese and Spanish

Year Opened: 2010

Agent Capacity: 430

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SYKES CAIRO BENEFITS

 

Family Medical insurance

Life Insurance Coverage Up to 100,000

Transportation from Maadi Metro to company premises

Rewarding Motivational programs

Incentive bonuses

Career Path and Promotions

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SYKES CAIRO CAREER PATH

LEAP Program is a succession planning program where we identify, assess and offer development opportunities to our employees who have high potential to become successful Team Leads.High performers can be promoted to the vacancies below:

1. Call center Supervisor/Manager.

2. Call center Quality Coach.

3. HR vacancies.

4. Trainers.

5. Operation Desk Management vacancies.

6. Second and Third level of support.

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SYKES SUCCESS STORY

“I’ve joined SYKES on 2012 after a long journey in different call centers that ended up by joining the army. After having a lot of negative feelings of failure and losing hope for long time, SYKES gave me a room for hope when I found out that my skills and abilities can be utilized.  My journey with SYKES started as a technical support advisor and reaching now a program manager position where in between I have gone through a lot of positions including quality mentor and supervisor and a lot of trainings that made me who I am now, refined my skills and shaped my management style. I don’t just owe SYKES a lot but also I owe every single person that I worked with. I’ve truly learned a lot here. SYKES has been the turning point in my life and my career path and it can be the turning point of your career too because this place truly recognizes abilities, success and good performance. SYKES has been and will always be like a second home to me … I really love this place J” . Shady Nagy Program Manager

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SYKES SUCCESS STORYContact Centers for me were means for quick money for few months. Hop on, hop off. Until I joined Sykes in May 2010 – the fact that it was difficult to snatch an interview at Sykes alone gave me a feeling that this is not just another Contact Center. Joining English Sony VAIO account was the start, and then witnessing introduction of other language teams, the expansion of other businesses, and the site growing bit by bit on a journey to be self-sustained site with all types of support teams required for successful and smooth operation. In 6 years we moved from supporting 2 languages for 1 client, to supporting over 10 European languages for over 6 major clients. What made me stay this long in a high-attrition industry? Simply put: I never stopped learning.

The development opportunities came down streaming like avalanches and I simply did not have the time to reconsider – I was too busy growing. One statement I always repeat: “There is something about this place that will make you stay, and if you stay, you will grow. What is it, I won’t tell you, you’re going to have to find your own reason”. If I start on listing and detailing the virtues I have learned and gained in Sykes, both on professional and personal levels, I’m going to need an entire booklet.

Do you know what is the most phrase that is repeated from those who worked here, experienced or not, agent or manager, Contact Center expert or “fresh meat”? “Sykes is the best work environment out of all call centers in.

Training SupervisorMahmoud el Agami

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SYKES is committed to develop its employees through the programs below:

• Language Academy to develop Language skills.

• Technical Academy to develop/train technical abilities related to the job.

Check the following slides for more information.

SYKES TRAINING ACADEMIES

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SYKES Academy was designed to improve and/or correct weak language areas such as:

• Accent

• Phone etiquette

• Pronunciation and intonation

• Grammar and Writing skills

• Communication skills

• Customer Service basics

Students are 100% guaranteed to have fun while learning, active learning environment, and student-centered classes.

Classes are delivered by competent and committed English Specialists who will provide personalized feedback to students during the entire program with the purpose of focusing and improving their areas of opportunity.

SYKES LANGUAGE ACADEMY

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SYKES Academy trains employees on technical aspects related to the below:

• Audio and Video Technologies.

• Home entertainment Technologies.

• Training on troubleshooting cameras.

• Training on Troubleshooting computers.

• Android software orientation.

• Smart Phones technologies.

SYKES TECHNICAL ACADEMY

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Thank You