SYKES Global Quality SystemEach component is purposefully linked to ensure consistent quality in our operations.

WFM

Continuous Improvement

Talent Acquisition

InteractionManagement

Workload Forecasting

& Management

Talent Development

Performance Improvement

RiskManagement

Talent AcquisitionAs an organization that interviews 300,000+ applicants a year, we know it’s important to leverage strategic talent-acquisition processes to ensure the best agent fit for our clients. We proactively source and screen talent, utilize the best in online recruitment tools, make competitive offers and more.

Talent DevelopmentWe work hard to ensure our employees have the training and development needed to achieve a long, fulfilling career at SYKES. We continue to develop and coach our talent by deploying active learning tools and encouraging additional external education.

Interaction ManagementOur focus is on gaining pristine customer satisfaction — handling customers’ challenges in a timely and respectful manner across all channels — to ultimately build trust and brand loyalty. We help people, one caring interaction at a time and this is where it happens.

Performance ImprovementSYKES creates an engaging environment for agents and team leads to ensure they feel fully part of the business. We foster a “family” atmosphere through collaboration, mentorship, recognition programs, continuous training opportunities for new skills and a long career path, and frequent community involvement.

Workload Forecasting & ManagementThe management of talent across the globe requires that SYKES maintain operational efficiencies to deliver on agent availability and high occupancy rates. We pivot quickly to meet the needs of our clients, organizing resources with scheduling tools, employee analysis and high-level productivity information.

WFM

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Risk ManagementOur clients’ security is a top priority, which is why SYKES’ Security & Compliance department ensures outstanding protection, detecting and preventing any fraudulent activity. We uphold all client contractual compliances, including internal and external rules and regulations.

Continuous ImprovementThis final component underpins all six links. We utilize our internal tools — like analysis and feedback — to help better grasp the customer journey, so we can provide a higher-quality service and more efficient stream in the future.

What Brand Partners Are Saying

“SYKES meets and exceeds operational KPIs.” - vendor-management lead for a major communications company

“SYKES is always looking to identify where they can have a positive impact, and takes operational excellence seriously.” - operations lead at a major technology company

“SYKES’ major strength is taking a given process and operationalizing it across a large group in an organized manner.” - operations lead at a major technology company