SYKES Reviews | Glassdoor

SYKES Reviews

Updated February 22, 2017
1,487 reviews

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Full-time Part-time

1,487 Employee Reviews

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Pros
Cons
  • No pay for amount of calls although many days calls were back to back resulting in 101 calls taken in 4 hours (in 19 reviews)

  • I really feel the pay should be increased for at home customer service workers (in 39 reviews)

More Pros and Cons

  1. "Run run run far away"

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

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

    Pros

    Oppurtunity for extra money if you don't mind telling lies

    Cons

    If you have good morals and certain standards you will struggle with making sales at Sykes. The sales pitches are absolute lies! Your only promoted if they like you. Fast turnover rate

    Advice to Management

    Be more human. Stop with all the favorites which causes people to quit after left no choice.


  2. "Boring"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Agent in Mountain Home, AR
    Former Employee - Customer Service Agent in Mountain Home, AR
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

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

    Pros

    You work from home. Good pay if you stay for awhile.

    Cons

    So much repetitive work, gets very boring. If you like the same thing every day

    Advice to Management

    Stop Micromanaging and let the employees do their jobs. Stop changing the work flow every other day.


  3. "Sykes"

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

    I have been working at SYKES full-time

    Pros

    Guranteed hours and own work space

    Cons

    Didn't get at out for sales.


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  5. "medical billing customer service rep"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at SYKES full-time

    Pros

    I love the idea that you can work from home.

    Cons

    Pay was very low, hours were fluctuated. Not pleased on the way patients where handled, I'm used to assisting pt's and customers and working toward a resolve, there were many unresolved pt issues which went on for over a year. They were more concerned about your AHT, then whether a patient had an ongoing problem resolved. Not cool.

    Advice to Management

    Put the focus on pt and customer satisfaction as primary, AHT second.


  6. Helpful (1)

    "Pleasant experience"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at SYKES full-time

    Pros

    Employee-centric, Benefits are good.

    Cons

    Shift schedules. Each department is its own entity and is often a source of communication breakdown.

    Advice to Management

    Make sure that candidates are the right fit for the company .


  7. Helpful (3)

    "Hoped for better......disappointed in the end."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Call Center Agent in Lakeland, FL
    Former Employee - Call Center Agent in Lakeland, FL
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    Pros

    Very friendly environment. Nice people. Good training with people who mostly care about the customer. Hourly work paid as well as commissions on extra sales. Defined schedule and break periods.

    Cons

    Sales goals are set at a level that just aggravates the customer. Consumers calling in for help with Bill and then being lied to about other products that at this Center was not able to make changes or even help customers.


  8. "Revolving Door"

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

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

    Pros

    For agents, the starting pay is decent for an entry-level job.
    Benefits are good (although getting worse year by year)
    Low requirements.

    Cons

    Inept management -- training for managers is basically nonexistent.
    Limited advancement opportunity -- advancement is not based on merit or performance as much as personal recommendation. Most positions are 'interim' roles, which means doing all the work without any pay or title increase, for months or in some cases, longer than two years. In addition, Sykes frequently hires for vital roles from outside the company, in many cases people who aren't qualified but are connected.
    Inconsistent treatment from manager to manager. Under some managers, you can do no wrong, and under different managers, you can do nothing right. There's no consistency in what's grounds for write-ups and termination.
    Lack of ethics. Upper management is predominantly concerned with how to 'paint the right picture' rather than resolve challenges. More time is spent trying to hide problems than fix them.

    Advice to Management

    Offer sufficient training to your managers, enforce consistency in the treatment of your agents, and pay attention to merit and skill more than who you enjoy speaking with.
    If something is wrong, own up to it, but fix it so that it doesn't happen again. Don't hide it from the Client, then continue having the same problem month over month.


  9. "Not very honest, respectful, nor moral"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Supervisor, Program Support, Mentor in Hagerstown, MD
    Former Employee - Supervisor, Program Support, Mentor in Hagerstown, MD
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at SYKES part-time (More than 3 years)

    Pros

    QA on calls and chats are guides to improvement. Showing improvement is considered good even if your scores are not perfect.

    Cons

    Management is absent most of the time. Many of the managers (called team leads) are figureheads and in many teams especially the agent support teams the senior management is given too much power over the team. Team leads in these teams have almost no say in anything, they don't make the schedules, and they don't have the ability to move people according to immediate need.

    SrTLs (Senior Team Leads) in this company have terrible attitudes towards agents. They do not follow the company statement of treating agents with respect, they generally talk to agents in any old fashion they want to and get away with treating agents with horrible ultimatums for honest mistakes some agents make occasionally.

    Company has the tendency to overstaff and then have mandatory jump offs. Company has terrible process for scheduling, they schedule too many people on days they know statistically they won't need them but then understaff on days that they know they will need more help.

    Scheduling is done with the interest of only keeping within budget with total disregard for the need for support on certain days.

    Scheduling is not done by the team leads as it should be done as the team leads know more about the needs of the program because they are more directly involved with the agents daily.

    This company has a tendency to not support agents with disabilities. If you need time off for flareups they will give you misinformation about it and their HR department does not handle the issues with disabilities properly.

    Navigator services is not there for the agent. While they might appear helpful for the issues at hand they actually report agents that they consider troublesome instead of doing with the ticket to work agreement requires of them and instead of following their own motto about respect and morality, they will place agents on a list whom they feel they don't want to support despite their health issues.

    They have a requirement for too many hours of work for most disabled people. If you are on disability they do not want you to work less than 25 hours which does put some disability users at a disadvantage because they tend to remove the amount you earn from the disability you require to survive. Disability is of course not winning the lottery so every dollar counts for the disabled to be able to survive.

    The training process is crude and often leaves out alot of information. Agents are often left without any knowledge about things they should have learned in training. This has happened season after season. I've witnessed it both from an agent point of view as well as from the side that supports the agents with knowledge that they actually were never trained in before going live.

    Advice to Management

    There is an absolute need for SRTLs (Senior Team Leads) to be evaluated by their agents. This doesn't happen. Agents are only given evaluations on their Team Leads who are generally figureheads with no immediate power in the process of handling agents needs. Because of this agents cannot make complaints about the senior team leads which would lead to any corrective action by upper management. Generally senior team leads are pulled into a room with the agent by navigator services and none of the upper management is involved in resolutions. They do not review calls or bridge calls made to agents, chats are not monitored for the purposes of improving relations between senior team leads and senior team leads do not receive reprimands for speaking to or mishandling incidents with agents at all leaving agents with no means of defense against senior team leads who would misuse their position against agents.

    This is a terrible system, if you are truly interested in the company motto of respect and morality you would have a system in which agents could make complaints, which included the recording time and date of bridge encounters, or similarly the recorded chat time and date and text of the chats to include in their complaint directly on the AIB (computer sent by the contractor to work with other agents in teams). There is no such process here for Senior Team Leads to be evaluated and it's sadly causing all manner of issues.

    Improve training to include fewer tests and include all of the information for the tools the agents need. This training process is too short, agents do not have the knowledge of the most basic calls and the most basic processes on how to find information using their tools before they go live. Agents need way more help in these areas. Additionally agents need a crash course in connectivity. Not in depth just what to look for when customers call in with connectivity issues where they do not check with their internet service provider before calling the wrong company for the inability to connect to the services. Most agents do not know how to find this information nor do they understand what it means when a connectivity issue occurs particularly with the ISP or developer having an outage during the call time frame.


  10. "Mediocre"

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

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

    Pros

    Pay is above average for call center work in Lakeland
    Good entry level position to customer service

    Cons

    Pay is not enough for the amount of work required
    No raise/pay increases, nor commission at this time
    Workplace often feels akin to a high school type environment, Team Leads acting like teachers and agents acting like adolescents with disciplinary issues

    Advice to Management

    Take Care of the people who do their work right, cut out the rest. Refine the hiring process, and fine tune the training/nesting system to weed out people who do not want to excel


  11. Helpful (1)

    "Don't bother"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Care Professional in Buffalo, NY
    Former Employee - Customer Care Professional in Buffalo, NY
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    Pros

    The best part really was that I got to work from the comfort of my own home. The job wasn't too complicated.

    Cons

    The cons just about everything else. The pay is lousy and no good benefits. The hours sucked and it was hard to get time off for anything.

    Advice to Management

    Management needs a better system for communicating with them. Training could have been a little better as well. Goals could be a little more realistic.



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