Sykes Enterprises, Incorporated provides comprehensive outsourced customer contact management solutions and services in the business process outsourcing (BPO) arena. Services The company specializes in providing inbound outsourced customer contact management solutions in the BPO arena on a global basis. Outsourced Customer Contact Management Services: The company’s outsourced customer contact management services represented approximately 98.2% of total 2014 consolidated revenues. Each year, the company handles approximately 250 million customer contacts, including phone, email, social media, text messaging and chat throughout the Americas (United States, Canada, Latin America, Australia and the Asia Pacific Rim) and EMEA (Europe, the Middle East and Africa) regions. The company provides these services utilizing its advanced technology infrastructure, human resource management skills and industry experience. Customer Care — Customer care contacts primarily include product information requests, describing product features, activating customer accounts, resolving complaints, cross-selling/up-selling, handling billing inquiries, changing addresses, claims handling, ordering/reservations, prequalification and warranty management, providing health information and roadside assistance. Technical Support — Technical support contacts primarily include handling inquiries regarding hardware, software, communications services, communications equipment, Internet access technology and Internet portal usage. Customer Acquisition — The company’s customer acquisition services are primarily focused on inbound and outbound up-selling of its clients’ products and services. The company provides these services, primarily inbound customer calls, through its global network of customer contact management centers in many languages. The company’s technology infrastructure and managed service solutions allow for distribution of calls to one or more centers. Fulfillment Services: In Europe, the company offers fulfillment services that are integrated with its customer care and technical support services. The company’s fulfillment solutions include order processing via the Internet and phone, inventory control, product delivery and product returns handling. Enterprise Support Services: In the United States, the company provides a range of enterprise support services, including technical staffing services and outsourced corporate help desk solutions. Strategy The key elements of the company’s strategy include building long-term client relationships through customer service excellence; increasing share of seats within existing clients and winning new clients; diversifying verticals and expanding service lines; maximizing capacity utilization rates and strategically adding seat capacity; broadening at-home agent and brick-and-mortar global delivery footprint; creating value-added service enhancements; continuing to grow its business organically and through acquisitions; and continuing to focus on expanding the addressable market opportunities. Clients The company provides service to clients from its locations in the United States, Canada, Latin America, Australia, the Asia Pacific Rim, Europe and Africa. These clients are Fortune 1000 corporations, medium-sized businesses and public institutions, which span the communications, financial services, technology/consumer, transportation and leisure, healthcare and other industries. Its customer is AT&T Corporation. Competition The company’s public and private direct competition includes 24/7 Customer, Alorica, Arise, Atento, Concentrix, Convergys, Expert Global Solutions, iQor, LiveOps, Sitel, StarTek, Sutherland, Teleperformance, TeleTech, Transcom and Working Solutions, as well as the customer care arm of such companies as Accenture, Infosys, Mahindra Satyam, Wipro and Xerox, among others. Intellectual Property The company relies on a combination of intellectual property laws and contractual arrangements to protect its intellectual property. The company and its subsidiaries have registered various trademarks and service marks in the U.S. and/or other countries, including SYKES, REAL PEOPLE. REAL SOLUTIONS, SYKES HOME, SYKES HOME POWERED BY ALPINE ACCESS, SCIENCE OF SERVICE and ALPINE ACCESS. The company’s subsidiary, Alpine Access, Inc. (Alpine), was issued U.S. Patent No. 8,565,413 in 2013 which relates to a system and method for establishment and management of a remote agent call center. Alpine has various additional pending U.S. patent applications. History Sykes Enterprises, Incorporated was founded in 1977. In 1996, the company changed its state of incorporation from North Carolina to Florida.
sykes enterprises inc (SYKE:NASDAQ GS)
400 North Ashley Drive
Tampa, FL 33602
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