SYKES FAQ

All answers shown come directly from SYKES Reviews and are not edited or altered.

46 English questions out of 46

8 September 2018

Why do SYKES employees quit?

Pros

There are no real pros

Cons

They will terminate you for medical reasons, they give you a totally different way to call out the when you push hr for reasons they say you did not follow protocol. They will use a wrongful termination to not allow for a promotion even if you are more then qualify while letting others who have no clue get a promotion.

Advice to Management

Make sure you follow basic legal laws. It is ashamed that employees have to seek legal advice and threaten wrongful termination in order for you to open your eyes and see the injustice between programs. I would suggest that you make sure that your programs all follow what you write rather than say one thing and be told something else.

They will use a wrongful termination to not allow for a promotion even if you are more then qualify while letting others who have no clue get a promotion.

8 September 2018

See answer

4 May 2020

How are promotions handled at SYKES?

Pros

The work environment, your peers and most managers are really great people to work with and you will learn a lot of great skills that will work with most jobs out there.

Cons

Promotions are biased, it's a favoritism competition and in some cases tests are given in secret to the person that they want to give the promotion.

Advice to Management

HR Managers, stop reviewing policies and taking decisions from your desk, get involved and see how favoritism is ruining the reputation of that place. What people write on their exit interviews is not realistic and they just do it so they won't leave a bad record.

Promotions are biased, it's a favoritism competition and in some cases tests are given in secret to the person that they want to give the promotion.

4 May 2020

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17 January 2019

What is the feeling of job security at SYKES?

Pros

work at home, freedom to work in your pjs if you'd like. They train you so you don't have to have a lot of experience,

Cons

no job security, minimum wage, no room for advancement

no job security, minimum wage, no room for advancement

17 January 2019

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29 November 2020

Are transfers to other offices possible with SYKES?

Pros

- pay is better than other jobs available to a person without a degree -paid training -benefits that are inexpensive in regards to monthly payments, but don't provide low copays and deductibles -supportive staff in most departments -tech pay IF out for an issue caused by client tools -access to an HR hotline

Cons

-breaks are only 10 minutes. When calls are literally back to back, 10 minutes after 2 hours of nothing but frustrated callers only to go back and take back to back calls for another 2 hours is completely unacceptable. -on my client and many clients, your phones answer themselves and you are limited on how many SECONDS you get after a caller hangs up. Mine was 10 SECONDS to do everything I needed to do between calls ( resetting my systems to be ready for another call, filling out surveys and doing "call wrap up"). Not even close to enough time to do everything, and when calls are back to back (which was most of the time), you have to delay the next call while you get your systems ready, all while the customer is frustrated and impatient because they were just in a long hold to get to you. And EVERY SINGLE CALL IS LIKE THIS. No chance to catch your breath or get ready for another call before you have a rude and frustrated caller in your ear again. -pay should be higher for the amount of stress most clients entail. Being yelled at by most customers who call over things out of your control, all while having to work under strenuous rules and regulations becomes entirely too overwhelming for just $10/hr. -the job is overall stressful for most clients. They have outdated and inconvenient processes that the customers hate, and when they call frustrated with the companies seemingly intentionally difficult processes that make the customers lives more difficult, you get to hear them yell, scream, and then insult you when you can't help them. And, you have to sit there and take it. Unless they have directly insulted you multiple times after you have asked them to stop, you have to sit there and take it. So they can yell, scream, get snappy and overall disrespectful all they want, and you still have to handle the call. -if you are someone who wants to help people, don't work here or any other call center. 9 times out of 10, you can't do what they want you to do. You are typically very limited in your scope of ability, and people call wanting you to do things that would help them out, but you can't do. Which upsets them and typically results in disrespect from their end, and honestly its hard to blame them. I spent most of my day being told I was useless and hearing about how much stress the company and therefore I was causing these people, and as a person who cares about other people, it was very upsetting and draining. -if you want to switch to a different client within Sykes, you have to work at your client for 6 months AND have perfect metrics. Which is almost impossible in most cases. -THE METRICS. The clients set metrics that are borderline impossible and involve things that are completely out of your control, and although you typically wont be fired for not meeting certain metrics like transfer rates, you will still be controlled by them like mentioned above. Transfer rate metrics are completely out of an agents control most of the time, because if something a caller wants is handled by another department you have no choice but to transfer them. But, you're expected to keep your transfer rate low on most clients. How can you control what your transfer rate is if you can't control what you can and cannot do for a caller? I could go on forever. I have no idea how there are people who have worked there for years. I can only imagine they have nerves of steal. Way stronger than I am. I had to quit for the sake of my mental wellbeing honestly.

Advice to Management

Push Sykes and clients for better conditions for the agents please. 10 second after call time is unacceptable. Expecting agents to meet metrics that have nothing to do with their own actions is unacceptable. Making people take 4 hours worth of back to back calls from angry customers with no time to catch a breath between calls with only a 10 minute break in that time period is unacceptable.

But, you're expected to keep your transfer rate low on most clients.

29 November 2020

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18 August 2020

How are senior leaders perceived at SYKES?

Pros

Great leadership, healthy office culture, approachable management

Cons

The salary, sadly, does not reflect the work-load

Great leadership, healthy office culture, approachable management

18 August 2020

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46 English questions out of 46