SYKES Reviews | Glassdoor

SYKES Reviews

Updated June 22, 2017
1,663 reviews

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Full-time Part-time

1,663 Employee Reviews

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Pros
Cons
  • Sometimes your calls can be back to back all day long (in 22 reviews)

  • I really feel the pay should be increased for at home customer service workers (in 44 reviews)

More Pros and Cons

  1. Helpful (4)

    "Worst Company I have ever worked for!!"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Agent
    Current Employee - Customer Service Agent
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

    I have been working at SYKES full-time (More than 3 years)

    Pros

    Just about anybody can get a job there

    Cons

    They treat their employees awful, the benefits leave something to be desired, after almost 3 years of working there, they have gone thru 2 MAJOR layoffs.

    Advice to Management

    Treat your employees with respect we are your front lines


  2. Helpful (3)

    "Not very good in any respect."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Training Coordinator in Amherst, NY
    Current Employee - Training Coordinator in Amherst, NY
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at SYKES full-time (More than 3 years)

    Pros

    A job at Sykes is better than no job at all.

    Cons

    Terrible benefits. Personnel are strictly numbers to be manipulated at will to suit corporate goals.

    Advice to Management

    Get a grip on how your poor personnel policies affect employee attitude, motivation, and loyalty.

  3. Helpful (4)

    "Stay Away, Current Customer Service Rep"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative
    Current Employee - Customer Service Representative
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I have been working at SYKES part-time (More than a year)

    Pros

    Working from home, not driving in traffic.

    Cons

    Disorganized. Your training is rushed, and you can't get help from the team leads when needed. They would leave you and the customer stranded. They are combining customer service, sales, tech support, and other service into one department, with the same low pay. Your supervisor demands a answer when your stats are low, but can't help or answer any questions that you need regarding a customer. They used about 7 different systems to find one answer and if your computers goes down, you sometimes would not get paid for it, even when it's there fault. The calls are back to back, with no time to fix customer's accounts. This is a very stressful job, with little pay. The CEO will give you the bull crap talk when you are 1st hired about his open door, which is always closed. My training class started out with 24 now it is only 6 of us left. My best advice is to STAY AWAY....

    Advice to Management

    You really need to figure out how to combine the systems to make it easier for us to use. You need to train your upper manager and team leads to help when needed and stop playing the blame game, because at the end of the day you are only hurting the customer. Since you keep adding more work, then you need to add more play.


  4. Helpful (3)

    "Get in, bankroll, get out! Not a real career. No work-life balance."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Call Center in Spokane Valley, Spokane, WA
    Former Employee - Call Center in Spokane Valley, Spokane, WA
    Negative Outlook
    No opinion of CEO

    I worked at SYKES part-time (More than a year)

    Pros

    Interesting - challenging (highly stressful) Little higher than min wage plus bonus depending on State. Try to label us as PT to avoid full healthcare but want at least 37.5 /wk. OT 40+ hrs come available often at time& half but be aware it may be 80+ if you get paid every 2wks, tricky. Bonuses sometimes get "lost" due to office politics, QA scrutiny or good ole buddy system. Only thing constant is change. Just hit n run like blackjack, it's a crap shoot & they control the wheel. Not a real career because they will most likely be there only until city/state tax breaks are deleted, then they'll woo another town or move to another country. But don't plan on getting a transfer to the Caribbean, you'd have to be at the top of the pyramid. They claim to have flexible schedules but they shake up the schedules, seating every couple of months so no sense of stability or planning if you have transpo, kids, or other life such as leisure, or school time or search for a real career path. IF YOU THINK OF IT AS TEMPORARY YOU WILL DO WELL, SAVE UP FOR INEVITABLE LAYOFFS!

    Cons

    Sykes has a m.o. method of operandi of doing this dance. Read the last layoff with Sprint at Sykes Spokane at Federal Trade Act Petition that employees won to get re-training & other assistance. Sykes got wise this time & appear to be sending jobs to Florida first then probably later layoff & secretly give those jobs to Costa Rica or other foreign countries. Sykes ALLY BANK client was for offshore banking online, go figure?! The Sprint crew got lucky & when 167 of us got layoff we petitioned (only need 3 employees) or as WorkSorce Rep to start one. Google Sykes history of layoffs.

    Advice to Management

    Get real before it's too late for you. Be kind to your peons, you never know when you may need a referral from them when the axe falls. Think you are climbing the corporate ladder? Think again, do research Google how Sykes does layoffs worldwide.


  5. Helpful (4)

    "CSA"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - CSA in Malvern, AR
    Current Employee - CSA in Malvern, AR
    Doesn't Recommend
    Negative Outlook

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

    Pros

    Nice break room? Um. Nice chairs?

    Cons

    Unrealistic schedule adherence expectations. Discouraging management. Forced to do sales which is not what I was hired for. Promises made and broken daily. Motivational speeches about advancement where none exists. Unforgiving points system where even an automobile breakdown on the side of the road will lose you points, but then again the points form we are FORCED to sign does state "no exceptions". I am very unhappy. I have met my end of everything but they refuse to meet their end. They're like a morgue...the faster they can get new bodies in, the faster they can get old ones out. The place is a joke.

    Advice to Management

    Stop promoting inexperienced boys to TM's and give the women of the company a chance at more than just the coveted unachievable position of HR.


  6. Helpful (4)

    "The most mis-managed company with low pay and poor benefits"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Sumter, SC
    Current Employee - Customer Service Representative in Sumter, SC
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

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

    Pros

    You get to sit down during your shift, if you are able to find a seat. They do offer benefits. They do provide paid training. Some team managers actually care.

    Cons

    Management is not trained on employment laws, EEOC, nor ADA. Team managers are selected due to their stats, very poor management. Reverse race discrimination. High turnover. Always changing teams and managers. I'm on my 13th manager in a little over a year. Their expectations of us are unreasonable and we are not compensated accordingly. Salary freeze. Have to go by a strict schedule. Poor computers with a lot of problems, programs often freeze during a call. Unable to use the restroom when needed. Expected to put up with a caller yelling and cussing at you. Always arrive to work with the fear of being fired. Company has no heart, does not care about you, only your stats. Very unprofessional employees on the floor that callers can hear agents cussing or sounding like a party. Very intimadating way of managing. Very stressful. Scored on everything you do, every minute. Favoritism. They act like they care and want to help, but when it is needed, they do not provide it. Herd employees in and out like cattle. You do not receive 2 days off in a row, unless you work 10hr shifts. Procedures change daily, but are not communicated to employees. Place is a joke, a complete mess, another lawsuit waiting to happen. Oh, you do get a nice shiney pen after working there for 2 yrs...benefits do not cover much and they have a cap on how much they will pay.

    Advice to Management

    Listen to your employees concerns. Compensate us fairly for the hard work we do. Educated managers on how to manage people, employment laws, ADA, etc. Set reasonable goals. Share the wealth. Provide benefits with better coverage. Question why there is a high turnover rate. Take ownership of the many problems and DO SOMETHING!


  7. Helpful (6)

    "Sykes IT: End-User Support Specialist"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - End User Support Specialist in Milton-Freewater, OR
    Current Employee - End User Support Specialist in Milton-Freewater, OR
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I have been working at SYKES full-time (More than 3 years)

    Pros

    Excellent Entry Level position, your tasking scales up as you learn more. The senior IT engineers are brilliant and very helpful and willing to teach if you're motivated.

    Cons

    Operations and IT are constantly at odds. Operations side views IT as someone to blame when things go wrong, or an adversary needing to be overcome or manipulated. Senior IT management is nearly powerless to combat this and will regularly burn highly skilled and motivated engineers and support personal for political infighting and personal squabbles. There's no real upward mobility, outside local site IT, there's severe cronyism and nepotism at the higher levels, and skill is not recognized or rewarded. You're also grossly underpaid for the work you do, and they are not afraid to increase scope of responsibility without promoting to an appropriate position.

    Advice to Management

    Pay your IT people what they are worth, and you might actually get quality IT teams, the good ones see the writing on the wall and leave.

  8. Helpful (6)

    "Alpine Access, now Sykes At Home, is one of the most corrupt enterprises I've ever seen."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Denver, CO
    Current Employee - Anonymous Employee in Denver, CO
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at SYKES full-time (More than 5 years)

    Pros

    Working from home would be great if it weren't the excuse Alpine Access uses to pay their management staff 30% bellow market. The lowest level of agent actually gets paid pretty well and with working from home makes it a great temporary or PT job especially if you need to be home for health or child care reason.

    Cons

    Again management positions pay nothing so if you think you'll move up don't bother. With the terrible salaries come the expectation to work 50-60 hours per week with no overtime, being on call 24/7. Once you're a Team Lead there's then no way to move up further. Job openings in Middle Management are never posted, there are no interviews and positions are filled by friends or girlfriends of those above with no consideration of tenure or even performance. This has been a problem that HR has been trying to fix for years with no luck. Many great leaders have left the company out of frustration. Others have filed complaint...and this is where it gets worse. After a complaint is filled those in middle management retaliate against the complainer. In the 5 years I worked for Alpine I've seen several great people forced out of the company for trying to make it better. Their managers mess with metrics to find reasons to discipline the complainer, give them horrible schedules, watch them like hawks so they can jump on the slightest misstep all so they can find cause to fire them (which is very illegal by the way) or make them so miserable they have to find work elsewhere. Meanwhile poor overworked HR tries and tries to fix this and no one listens. The result of course is that the best of the company leave due to the terrible moral and culture of fear that's created and the mediocre remain and with this comes poor decisions that are losing the company clients. It's only a matter of time, if things don't change, before Alpine runs Sykes at home into the ground.

    Advice to Management

    Sykes is in desperate need of hiring an outside Organizational Psychologist to evaluate and expose the issues within Alpine. Such a professional won't be prone to the buddy politics that currently govern Alpine and will be able to name names and quantify the loses this poor management and high attrition are costing them. Many inside have tried to evoke change and have suffered dearly for it. Only a 3rd party observer can help you know. What's important is that Sykes can fix this and if they do Alpine could be a great company.


  9. Helpful (4)

    "Not impressed."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Outbound Sales in Lakeland, FL
    Former Employee - Outbound Sales in Lakeland, FL
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Easy to get hired with this company.

    Cons

    Not reliable, hard to get paid

    Advice to Management

    Stop using Q&A to steal employee's money. If people slip one little word from the script, you fail them. Why can't you just pay your employees and do the right thing?


  10. Helpful (5)

    "SYKES - Not an employee friendly company"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Corporate Employee in Tampa, FL
    Current Employee - Corporate Employee in Tampa, FL
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at SYKES full-time (More than 3 years)

    Pros

    SYKES has a diversified portfolio with multiple clients over multiple industries. SYKES pays their employees on time. SYKES has a global footprint. SYKES seems financially stable.

    Cons

    The layer upon layer upon layer of managers, mid managers, directors, senior directors, vice presidents, senior vice presidents and C level people make it impossible to get anything done.

    This company is in analysis paralysis. The hire consultants like they are going out of style, pay them triple what they deserve just to get more reports to stare at during highly wasteful meetings. YOU NEVER LEAVE a meeting with an action item or a resolved issues. Meetings lead to more meetings with more people who might have something to say about the issue.

    C-Level management is out of touch with the industry and the employees. They continue to make terrible decisions about how to hire and train employees. Recently, it was announced that the company is using newly acquired Alpine Access to build a computer algorhythm that will select applicants with little to no human interaction. Does this sound like a company that employees or clients are going to flock to? No Way.

    C-Level management continues to repurpose legacy employees into new roles because they cannot find a spot for them. If someone sucks, fire them. Instead of releasing employees the company continues to hire "saviors". Unfortunately once the newness wears off, the saviors go from hero to zero and the company is back to square one.

    This company takes one step forward and 10 steps back. The acquisition of Alpine Access was a joke. SYKES overpaid for Alpine and then allowed Alpine to razzle dazzle them with their claims of a superior product. Just read other reviews. Nothing about Alpine Access is superior. One could easily argue that their products and their team is inferior in many ways.

    SYKES has let go a lot of quality, tenured employees and replaced them with less qualified Alpine Access employees who are in WAY over their heads. Discrimination exists at every level with these reductions in force. Firing people over 40 years old with years of experience and replacing them with late 20s, mid-30 somethings who are just getting a little experience under their belts. Shame on you. It is only a matter of time before these RIFFed employees collectively realize what is happening.

    SYKES post Alpine Access acquisition had great potential. Now, their outlook is bleak.

    Advice to Management

    Pay attention! If you make a mistake don't allow it to go on forever, say you made a mistake and do your best to move on.


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