Sykes – Eugene, OR
As a customer support and sales representative at SYKES, you can start with the basics... answering calls and other inquiries, building solutions to… Sykes
SYKES – Eugene, OR
As a customer service representative at SYKES, you can start with the basics... answering calls and other inquiries, building solutions to a variety… SYKES
- Work/Life Balance
- Culture & Values
- Career Opportunities
- Comp & Benefits
- Senior Management
I worked at SYKES full-time (Less than a year)Doesn't RecommendNegative OutlookNo opinion of CEODoesn't RecommendNegative OutlookNo opinion of CEO
I met a lot of great people, very diverse group. A lot of friends I have I made at Sykes, though I can't say very many of them are still working there now.
The training was also awesome. I trained in January, and we had five weeks. My trainer was really helpful and passionate about her job, which was what really inspired me to continue on with the job even when the class number started to go down from around 27 to like 20.
Once we were out of training though, it was less about customer service and all about sales. Working upstairs was very "car salesman-y." They go easy on you your first couple of months, or at least they're supposed to, but I was already getting pressure during my first month and a half. My AM at the time only talked to people who sold and ignored the others. He also yelled at us one morning and told us that if we weren't going to pitch, we obviously didn't want our jobs and should head out the door. I was then told to turn off my computer and go home. This was at 9:30 am, and my shift had started at 9 (also the bus ride I had to take was about 70 minutes one way). I'd thought I'd been fired until my FSR told me that she'd see me the next day I worked.
Which brings me to the other con: lack of hours, despite what you're promised. When I left, they were trying to fix it, but we were still getting 90-minute lunches, and for the first 6 weeks I was on the floor, there wasn't a week where I wasn't sent home early one of those days. I was supposed to be full-time. Once I had my scores up a bit, they started sending other people home, but it doesn't make sense to me still that you send home the people with lower sales and scores. How else are they supposed to raise it? And even when I requested time off, my request got messed up and I didn't even get the voluntary time off that I was supposed to. It messed up with my attendance points, which really shouldn't have happened seeing as I talked to them about it three weeks in advance.
There was also a lot of drama going around, which a girl in training had warned me early on, but I hadn't listened to. A lot of politics when it comes to promotions and in the higher management, though as far as I knew, us agents got along pretty well.
My last one: the systems. They don't get better when you get out of training. My systems would freeze up mid-call and I'd have to distract the customer with some nonsense or another while I rebooted my computer.
Advice to Management
If you're going to be sales-driven, don't call us "Customer Service Representatives." Edit your ad on Craigslist, because it's misleading. And I really am not sure what the drama was on the manager and FSR-level, but I could feel it, and so could other agents. So, whatever it is, work on it.
One last question: why are we still using Internet Explorer in 2015?