SYKES

www.sykes.com

SYKES Reviews

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

Recommend to a friend
Approve of CEO
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

Sort: Popular Rating Date
  1.  

    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
  2. 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 (US)
    Former Employee - Customer Service Agent - CLS in Milton-Freewater, OR (US)

    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
  3. 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 (US)
    Former Employee - Customer Service Representative in Malvern, AR (US)

    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
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  5.  

    no opportunities, waste of time, low payment only if its a really really must!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Agent, Technical Support in Budapest (Hungary)
    Current Employee - Customer Service Agent, Technical Support in Budapest (Hungary)

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

    Pros

    Colleagues are nice, couple of years ago they actually had events on multiple occasions ...not anymore tho

    Cons

    -zero chance to advance
    -the offices is way to small for the amount of people they have on square meter
    -management doesn't care about the Clients or Employees, you can die in the corner just hit the target so THEY get their bonus
    -management is unprofessional, people advance with friendship not with actual skill
    -there are people there who work at higher ranks and don't actually know how to work in the system
    -no events
    - it's like a sinking ship

    Advice to ManagementAdvice

    find a new office, get rid of the buddy system and kick half of the managers and supervises

    Doesn't Recommend
    Negative Outlook
    Disapproves 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 (US)
    Current Employee - Customer Service Representative in Fayetteville, NC (US)

    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.  

    If you need a first job. Only.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Agent, Technical Support in Amsterdam (Netherlands)
    Current Employee - Customer Service Agent, Technical Support in Amsterdam (Netherlands)

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

    Pros

    Unlimited travel in the Netherlands.
    Very good training.
    If you have a decent middle manager that cares about what is going on, and can shield you from unnecessary pressure, it is not a bad place to work for a while.

    Cons

    Few opportunities for advancement: middle managers are often not chosen for performance but nepotism and sycophancy.
    If a middle manager is toxic (personnel and drug abuse) action from high level management is unlikely to happen: your only recourse is to leave or change departments.
    Promises of improvement in workload from higher management are just that.
    High pressure on teams to provide extra results for the customer at any costs... that the customer does not want or is aware of. The focus on quantity not quality. Leads to lost accounts.
    Pay peanuts, hire monkeys. They will try to rob you of salary increases with dirty tricks.

    Advice to ManagementAdvice

    Stop promoting the toadies to positions of authority. Check what all employees are telling you.
    Start living to our own purported standards of conduct..

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  8. 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 (US)
    Former Employee - Customer Service Representative in Milton-Freewater, OR (US)

    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
  9. 1 person found this helpful  

    TERRIBLE!!!!!!

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

    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
  10.  

    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 (US)
    Current Employee - Senior Analyst in Fayetteville, NC (US)

    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
  11. 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 (US)
    Current Employee - Customer Service Agent I in Eugene, OR (US)

    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

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