Sykes Enterprises, Incorporated provides comprehensive outsourced customer contact management solutions and services in the business process outsourcing (BPO) arena. Strategy The key elements of the company’s strategy are to build long-term client relationships through customer service excellence; increase share of seats within existing clients and winning new clients; diversify verticals and expanding service lines; broaden at-home agent and brick-and-mortar global delivery footprint; create value-added service enhancements; continue to grow its business organically and through acquisitions; and continue to focus on expanding the addressable market opportunities. 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 98.1% of total 2015 consolidated revenues. Each year, it handles approximately 250 million customer contacts, including phone, email, social media, text messaging, chat and digital self-service support 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 extensive global network of customer contact management centers in many languages. In addition, it augments those in-bound calls with the option of digital self-service customer support. Its technology infrastructure and managed service solutions allow for effective 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. Its 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. Acquisitions In 2015, the company completed the acquisition of Qelp B.V. and its subsidiary. Clients The company serves its clients through two geographic operating regions: the Americas and EMEA. These clients are Global 2000 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. 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, ALPINE ACCESS, ALPINE ACCESS UNIVERSITY, TALENTSPROUT, and SECURE TALK. 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 was also issued U.S. Patent No. 9,100,484 on August 4, 2015, which relates to a secure call environment. Alpine has an additional pending U.S. patent application. Competition The company’s public and private direct competition includes 24/7 Customer, Alorica, Arise, Atento, Concentrix, Convergys, Expert Global Solutions, Groupe Acticall/Sitel, iQor, LiveOps, 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. 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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