SYKES

www.sykes.com

SYKES Reviews

Updated January 29, 2015
Updated January 29, 2015
400 Reviews
2.3
400 Reviews
Rating Trends

Recommend to a friend
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SYKES President, CEO, and Director Chuck Sykes
Chuck Sykes
214 Ratings

Review Highlights

Pros
  • Sykes work from home cares for it's Employee's a great deal in many ways (in 28 reviews)

  • This company creates a work environment where you want to do your best and then some for the team and the company (in 13 reviews)


Cons
  • I've never worked in a more horrible call center (in 13 reviews)

  • Company events that focus more on drinking by and with upper management (in 11 reviews)

More Highlights

Employee Reviews

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  1. 1 person found this helpful  

    Client Services support for multiple lines of business across multiple states/regions/countries

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Director of Operations
    Current Employee - Director of Operations

    I have been working at SYKES full-time (more than 10 years)

    Pros

    Opportunity for advancement is excellent

    Cons

    Heavy workloads due to reduction in Sr. Support staff without replacements in a timely manner

    Advice to ManagementAdvice

    Consider Travel Compensation package for employees that travel internationally

    Recommends
    Neutral Outlook
    Approves of CEO
  2.  

    Not good

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous
    Former Employee - Anonymous

    I worked at SYKES full-time (less than a year)

    Pros

    Pay
    Hours
    Some people
    Reward programs for top agents
    N-a

    Cons

    Poor training
    Bad team leaders
    Revolving door
    No allowance to change shift
    Not concerned about personal factors

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  3. 1 person found this helpful  

    Call Center for multiple contracts.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Agent - CLS in Milton-Freewater, OR
    Former Employee - Customer Service Agent - CLS in Milton-Freewater, OR

    I worked at SYKES full-time (less than a year)

    Pros

    Fairly easy interview questions. "When have you failed? When have you gone out of your way for a customer or client? Name a time where you performed your job duties under stress or pressure and how you overcame that pressure, etc.

    Paid training full-time Monday through Friday from October to December with holidays off.

    Benefits were above average for employees at the facility in Milton Freewater, OR where I worked.

    Many opportunities across many contracts such as retail, loan servicing, phone-based banking, internal management, support or training positions.

    Schedule flexibility and accommodations. Once I was working on the call center floor I requested a weekly schedule of 4 10 hour days as I had a long commute from home to work. They were quick to accommodate.

    Cons

    Median to minimum wages compared to the employees of the businesses who contracted us, given the same job duties. Training seemed more intended to build a fraternal atmosphere among new employees than to actually prepare these employees for their job duties--at least for the first month. When employees completed classroom training and reached the call center floor for shadowing and on-the-job training it became apparent that many were not prepared for the actual roles they were hired to perform.

    Team Supervisors are usually uninterested in providing additional training or support for their employees on the phones. They prefer that once a mistake has been made that you hear about it during a weekly one-on-one with the Team Supervisor. This way they can give a limited number of coachings and quickly terminate and replace the squeakier wheels for newly trained employees.

    All non-phone representative positions seem to be available on an internal basis. Multiple degrees in IT and some practical experience still required for one to spend time making a name for themselves in phone support. Many people will not want to stay in phone support long enough to be selected for internal promotions or transfers.

    Advice to ManagementAdvice

    Look at the talents or experiences an application brings to the table and determine if their talents are to be wasted in unchallenging entry level positions or if they may be more valuable elsewhere in the organization as is.

    Don't change a thing about the benefits offered--they are very competitive and some of the best available in surrounding communities.

    Consider more competitive training at the beginning to weed out the less motivated and less competitive employees as they likely always drop out and quit their jobs after paid training ends and real work begins.

    Recommends
    Neutral Outlook
    Approves of CEO
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  5. 1 person found this helpful  

    Horrid place to work! If you do not sell you are always in trouble and you constantly get written up.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative in Malvern, AR
    Former Employee - Customer Service Representative in Malvern, AR

    I worked at SYKES full-time (more than a year)

    Pros

    Coworkers are the only good thing about the job. They will work with you if you are going to school on your hours.

    Cons

    Having to lie about services. How awesome and blazing things are with the home products.

    Advice to ManagementAdvice

    Don't make people force sell. Some are better at other things. If you have good sellers leave up to them to do the lying.

    Doesn't Recommend
    Positive Outlook
    No opinion of CEO
  6. 3 people found this helpful  

    Straight Ghetto, Unprofessional. If you like feeling unsafe at work then this may be the place for you!!!!!

    Current Employee - Customer Service Representative in Fayetteville, NC
    Current Employee - Customer Service Representative in Fayetteville, NC

    I have been working at SYKES full-time (less than a year)

    Pros

    I wish there were some Pros to list for this employer. If you are only looking for a paycheck and do not have standards than by all means please work here.

    Cons

    Loud, rude representatives, they curse on the floor and customers are able to hear what is being said. There were almost two fights. No professionalism from reps or management. Poor attendance policy, will not accept doctors notes from being out of work unless on there"letter head". The do not care about their employers, only about the money they make from AT&T. Poor benefits, personal growth and compensation. Was not able to see my pay stub for 3 months after hire date. They are not organized and do not care. If you want to work for AT&T my recommendation is to apply there and not this ghetto reject. So ghetto you do not feel safe in the workplace. The only reason you received one star is because I could not submit my review without giving you that one. You do not deserve that one.

    Advice to ManagementAdvice

    Monitor the reps and management staff you hire. Customers are able to hear very well when on a call. You lack professionalism, work ethics, courtesy, and respect. That show you care starts with you reps who pass it on to the customer.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  7. 2 people found this helpful  

    Not much room for growth.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative in Milton-Freewater, OR
    Former Employee - Customer Service Representative in Milton-Freewater, OR

    I worked at SYKES full-time (more than a year)

    Pros

    - Full time
    - Paid Training
    - I learned a lot about originating auto and personal loans.
    - Enjoyed building rapport with the members (callers)

    There really isn't a whole lot of Pros at this job and it really depends on what account you work for as well.

    Cons

    They don't like to give raises. I originated auto and personal loans for their client company and after two years of working there you'd expect to receive some sort of raise. It doesn't matter, you can be one of the better team members on the floor and know a lot about the Line of Business, but alas, that doesn't matter. What they care about is your attendance and call metrics. But really... what can you expect from a call center.

    Advice to ManagementAdvice

    Give raises based on the knowledge of the line of business and less on call metrics. Call metrics are there to make sure people are doing their job... but it shouldn't be the driving factor, especially if that person is doing much better than what is asked. Otherwise, your employees start to feel like they give and give and sooner or later they will start to not care anymore, because all their efforts are really in vain the end.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  8. 1 person found this helpful  

    TERRIBLE!!!!!!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee in Amherst, NY
    Current Employee - Anonymous Employee in Amherst, NY

    I have been working at SYKES full-time (more than a year)

    Pros

    None- terrible employee culture and environment= hostile

    Cons

    EVERYTHING!! lack of professional management, completely disrespected employees, never more than a number of calls - and never valued for work provided.

    Advice to ManagementAdvice

    Invest in employees and Treat them like actual human beings..

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  9.  

    They will work with you if you are good at what they want you to do.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Senior Analyst in Fayetteville, NC
    Current Employee - Senior Analyst in Fayetteville, NC

    I have been working at SYKES full-time (more than a year)

    Pros

    Being one of the top employees in site has lead to a good experience but for those who arent doing well it can be a hard place to work.

    Cons

    They are unprofessional. No accountability. Very inconsistent.

    Advice to ManagementAdvice

    Screen future employees at a higher standard and improve upon training regime

    Recommends
    Neutral Outlook
    Disapproves of CEO
  10. 1 person found this helpful  

    Not terrible, but that's not saying much

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Agent I in Eugene, OR
    Current Employee - Customer Service Agent I in Eugene, OR

    I have been working at SYKES full-time (less than a year)

    Pros

    The paid training is nice, though I believe they have shortened it to only 5 weeks at this point. Although they aren't the best, there are benefits offered. The work is full time with plenty of options for overtime. Scheduling is relatively consistent. If you are lucky enough to get with the right managers, they will take the time to help you build upon areas of weakness.

    Cons

    Nepotism runs rampant here. Don't expect to be treated nearly as well as someone who has "been there since the beginning" even if you work twice as hard. Certain managers were promoted almost straight out of training just because they happened to be there at the beginning when they needed "leadership." As a result, there are some seriously incompetent managers pretty much benefiting off of the hard work of their team members. Unless you make consistent top level sales, it is likely that you will be either ignored, or "coached" incessantly. The client gauges success using satisfaction surveys which are easily skewed by customers who are unhappy for reasons beyond your control. This means you are given the option to either "fail" in the satisfaction category (and receive additional coaching as a result) or as another stated, engage in self preservation activities which are at the least extremely unethical.

    No matter what you do, it will not be good enough in some way. Suggestions for improvement are given by people who have barely (if ever) had relevant experience and are extremely scripted and often times not applicable to one off situations. Mid level support does they best they can, but there are not enough support reps to go around, meaning that it is likely that you will sit on the phone for up to 10 minutes trying your hardest not to curse at your computer while your customer grows increasingly impatient just waiting for someone to come by and answer your question or provide approval for an action. Systems constantly go down, policies are always changing, and to top it off, your client is rather unpopular right now. Prepare to be yelled and cursed at at least twice a day on a good day.

    Essentially, you'll be making 10 bucks an hour to take verbal abuse from strangers; be tasked to fix their issues with faulty systems, little support, and if you do not make everything better (without forking over free money, which is what many want), it is all your fault. If you do not make awesome sales numbers, you are not trying. Hard work and caring is not rewarded here. Take a job here if you must (it's a guaranteed gig) but keep putting in apps elsewhere. Honestly, Walmart is looking more attractive at this point.

    Advice to ManagementAdvice

    If you want "better results" from your employes, take the time to develop their skills. Stop playing favorites, and for heaven's sake, stop ignoring flags in favor of hanging out with your buddies.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  11.  

    Disclosed Malvern AR

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Disclosed in Malvern, AR
    Former Employee - Disclosed in Malvern, AR

    I worked at SYKES full-time (more than 3 years)

    Pros

    Most the people are like family. Pay isn't horrible for the area. Always clean.
    Great incentive program for money
    Involved in community
    There were more before last 8 months but these have changed.

    Cons

    Tons of payroll issues. Working there many years I have had over 10 payroll issues and few that were never corrected no matter how long I tried or who I talked too.
    They promote to many unexperienced manager from Team leads even to most recent promoted account managers they ignore so many simple problems from dress code to bad conversations from both agents and team managers. The new director promotes from phone contacts instead of talent for all promotions. There is alot of criticism with little recognition. Most the good managers have left due to the recent changes. Many of former employee's feel the same with this place. The HR staff cannot seem to help people with problems but instead gossip about them. They tell you to pre plan needed time off over 3 weeks then say this or that on why it won't happen. I like many others have left the company due to the incompetence of the management staff running this place straight into the ground. Listen to your employees they have many complaints however your "leaders" do not listen. Although many have heard about Blooms 3 million dollar embezzlement he was a leader and helped others not treat then like they don't matter or take part in conversations distracting in others. I would have stayed with this company for life however they have changes that must be made and it starts at the top. I could go on about many things with the "support" however it wouldn't matter. Sykes malvern has become the new Accent hot springs. To all thinking of joining exploring other options never hurts In my opinion. P. S NOT WILLING TO RECOMEND

    Advice to ManagementAdvice

    Train your management at all levels or hire others. If you don't do either you will continue losing quality employees and to the new director don't promote new TM and AM that can't do the job at most all my peers will tell u they miss work because they hate their boss and criticism from you and Tm. All your talented management has left since July.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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