SYKES

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SYKES Reviews

Updated Jul 25, 2014
All Employees Current Employees Only

2.5 299 reviews

53% Approve of the CEO

SYKES President, CEO, and Director Chuck Sykes

Chuck Sykes

(160 ratings)

42% of employees recommend this company to a friend

Review Highlights

Pros
  • Work from home opportunity that allows some flexibility (in 19 reviews)

  • great benefits, gives consideration to undergraduates,good BPO company for starters, good working environment (in 12 reviews)


Cons
  • It's a fairly typical call center: a lot of people have bad attitudes and the supervisors are masochistic (in 11 reviews)

  • Team managers are selected due to their stats, very poor management (in 8 reviews)

More Highlights
96 Employee Reviews Back to all reviews
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in
    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

    3 people found this helpful  

    stressed and overstressed

    Customer Service Representative (Former Employee) Lakeland, FL

    ProsA paycheck every two weeks is honestly about it. Fellow co-workers were great too.

    ConsPoor management on site (most direct Team Managers were OK depending on who you had). Too much focus on stats and goals - to the point where even as a top agent well above stat goals I was getting hounded and stressed. Constant threat of being terminated. It got to the point that the threat was a big whatever because you began hoping they would term you. Changes darn near daily so it was next to impossible to keep all details correct. They promise ample opportunity to move into other positions - but if you don't know people higher up you are screwed and expect to be on that phone till the day you are fired or quit.

    Advice to Senior ManagementStop promising promotions to good agents and never doing it. Try and gain some consistency - it makes it easier for the employees (and hell, it makes them happier too!).

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

    3 people found this helpful  

    Nightmare. The worst mistake I ever did was taking a job at this company

    Customer Service Agent (Current Employee) Lakeland, FL

    ProsBi Weekly Pay. Sorry to report this is the only Pro, I can think of.

    ConsPay Checks are often shorted and bonus monies promised are never paid. Very few reps get 40 hours, many are given as little as 8 per week.

    Advice to Senior ManagementClean House. A fresh start is always a good thing.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO

    3 people found this helpful  

    Misleading, Inconsistant, Disorganized.

    Customer Service Agent (Current Employee) Eugene, OR

    ProsThe job itself would not be so bad if agents were not constantly being brow beaten. Fellow employees are good to work with for the most part.

    ConsThis job is represented as a Customer Service Agent position and never during the hiring process is it mentioned that sales would be involved let alone be the major focus. Agents are constantly being hovered over and threatened with losing their job if they do not sell a product that most agents know nothing about because the training is deficient. Agents are held accountable for the performance of anyone else who has come in contact with the customer. A customer can rate an individual agent at 100% but if the customer is dissatisfied with the company as a whole, the agent is penalized. Being rated an 8 out of ten is not a good score according to Sykes. Really? I could graduate medical school and become a surgeon with an 80% but, that is not good enough for a $10/hour job. Consistancy is non-existant. In training you are taught one thing, once you get into production, everything changes. One Team Manager tells you what to do and another tells you something completely opposite. I have never once had a day when all the systems needed to do the job (over 15 by the way) were working properly. If you like being told every single day that you are not good enough, take this job. Otherwise I would not recommend it. It will destroy your self confidence and morale. As for the customers of the client that Sykes works for, if you want a chance to voice your opinion in a survey, make sure you don't let on that you are unhappy in any way or Sykes will make sure you don't get a survey. Shady? You decide.

    Advice to Senior ManagementRepresent the position for what it is. It is a SALES position. NOT a customer service position. Do an engagement survey of your employees. Walk around the call center and look at the faces of the people on the phones. Do they look happy?

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

  1. We want your feedback – Are these company reviews helpful to you?  Yes | No
    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO

    3 people found this helpful  

    No recommendations!!

    Anonymous Employee (Current Employee) Fayetteville, NC

    ProsIt's a job.
    Beats minimum wage

    ConsThey "Say" moving up within the company is one is Sykes good qualities. This is not the case at Fayetteville 1.
    Lack of communication.
    Horrible attendance policy.... "what type of job doesn't accept doctors notes"
    Horrible Interview process
    This place is so unorganized
    It's a disgrace to call centers everywhere
    They hire anyone off the streets.!

    Advice to Senior ManagementVisit the site and obtain employee feedback. I'm sure not all Sykes sites operate like this one.

    No, I would not recommend this company to a friend

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO

    2 people found this helpful  

    Very poor place to work .. but ok to get first experience in this field.

    Customer Service Representative (Former Employee) Eugene, OR

    ProsPay adequate, not spectacular, by any means. Use this place to get your first experience, then go elsewhere to continue your career - this place is a dead-end.

    ConsI never received a cent of any of the bonuses that were promised. Very adversarial work environment. Management and client focus so much on upselling that customer service falls by the wayside and is a secondary issue at best. Regardless of how many clients ask to speak to your manager to give you kudos, you still live or die career-wise based upon how much upselling of the client's services you do, and how great you make the client look, regardless of how badly screwed over the end user was, how many calls it took to finally get through to for client to finally get some help said client, godawful hold times, etc. A survey with a mark of 7 out of 10 will sink your numbers big-time and ruin your willingness to recommend score. It takes several almost perfect scores to offset a bad one. Employee morale is incredibly low. Even the best at sales constantly afraid of losing their jobs. Employee turnover is very, very high, that should tell you something. Many have resumes out seeking other employment opportunities, even if it means lower pay.

    Advice to Senior ManagementKeep your word to your employees. Pay them bonuses in a timely manner. De-emphasize sales, or at least make all those uneccessary meetings and special training classes you require about sales and closing techniques. Stop coddling and holding up as heroes employees willing to deceive the customer just to get sales. You may be surprised how many of those sales fall off as customers realize they've been 'had'.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO

    2 people found this helpful  

    Worst job ever

    Team Manager (Former Employee) Greenwood, SC

    ProsIt paid the bills.

    ConsPoor management from the top down. Everything was horrible. No consistency and very ineffective policies.

    Advice to Senior ManagementListen to suggestions from employees.

    No, I would not recommend this company to a friend

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO

    1 person found this helpful  

    Stay away

    Customer Service Representative (Former Employee) Wise, VA

    ProsYour feet aren't about to fall off at work because you really aren't doing physical work. It's all mental. The trainers are usually nice.

    ConsThey put customers ahead of employees. If there is a major snowstorm and the roads are too bad, you get chewed out for missing. It's impossible to get off for NECESSARY DOCTOR'S APPOINTMENTS THAT CANNOT BE RESCHEDULED EASILY! I hate it for the customers who have to wait longer on the phone but sometimes, you just have to deal with it. I hate waiting too but there are worse things that could happen. If a 10.0 magnitude earthquake happened or if a gunman went on a rampage there, they'd still expect us to stay on the phone because 'our customers depend on us."

     Too much favoritism happens. People who get promoted usually do not deserve it.

    If you want access to the paystub system, Globalview, tough luck! It takes them 6 months to give you your login credentials. If you forget your credentials, there's another 6 months before they get back to you. Usually hesitant to give you your paystub if you have direct deposit.

    Seniority is never considered. For those agents who mentor training classes and transition groups, the business usually picks newer agents over those who know everything inside and out.

    For attendance, you are allowed 22 points for missing. That may seem really good, when it is, but when you have to take the hit on attendance instead of getting approved for the time off that you need, it isn't. I got fired for 24 points before other people who had close to 50 points. If you are sick and you have a doctor's note, you still get it counted against you for the first two days.

    Quality assurance agents are complete morons, with the exception of a couple. Same goes for management.

    Advice to Senior ManagementBe more competent.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

    1 person found this helpful  

    Poor operations. No clear direction. Alpine operations & Sykes still operating as two not one.

    Anonymous Employee (Former Employee)

    ProsThere are no pros that i believe can be shared about this former employer.

    ConsTwo years after the Alpine buy-out there is still uncertainty about who is running who. Too many Execs with lack of operation skills. Very ho-hum. Time wasted on non-essential reports 'that have always been done'.

    Advice to Senior ManagementAdjust focus for true operations and not the flavor identified by who is in charge. Stronger Strategic involvement from the Board is needed.

    – I'm optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

    2 people found this helpful  

    Worst Managment Practices I have ever seen

    Anonymous Employee (Former Employee)

    ProsSteady pay check, Accurate pay check, Timely pay check, Publically traded company, Global company, Always hiring, They have been around awhile.

    ConsAlpine Access has created a dog eat dog environment where good people are held back because of the insecurities of others. Before Alpine Access was acquired the company valued good talent and rewarded tenure, longevity, and skills. After Alpine Access people are asked to do thing underhandedly to promote the Kingdoms that they are trying to build. This mentality is quickly rotting the core of the organization.

    Advice to Senior ManagementWorry less about building your kingdom and more about promoting the business in the best way possible.

    No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Disapproves of CEO

    1 person found this helpful  

    Hired full time, gets 5 hours a week

    Call Center Representative (Former Employee) Lakeland, FL

    ProsThe pay was decent.

    ConsNot with five hours a week! Our section was slow, so they sent people home everyday after an hour or so of work. I was hired under the impression I would work full time. Management picks favorites, there was no upwards mobility, and the attitudes from managers were horrible.

    Advice to Senior ManagementConsider your attitudes. You cut peoples hours from forty to ten or less a week with no regard and no [ay, and wonder why turn over is so high.

    – I'm not optimistic about the outlook for this company

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