Your Connection to CX Expertise for Communications

Increasing subscriptions, revenue, and retention with the power of technology and talent.

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Communications

When customers seek help with wireless, internet, or video services, they expect support immediately. With a broad range of available providers, you need to ensure that every interaction provides the personalized, efficient support that increases loyalty and brand advocacy in a competitive market.

Decades of Experience Expand Your Bandwidth Bundling Savings & Innovation
Decades of Experience
Expand Your Bandwidth
Bundling Savings & Innovation

Decades of Experience

As a leader in the communications outsourcing space, we have thousands of agents supporting global clients. From telecommunications, mobile, and broadband to media and entertainment, our solutions encompass a full spectrum of support capabilities.

Expand Your Bandwidth

Lean on our best practices and resources to enable quick and easy support, so you can focus on core competencies and growth strategies.

Bundling Savings & Innovation

We are a strategic partner with the people, processes, and technological innovations to deliver effortless experiences while ensuring cost-effective operations.

Diverse Service Expertise

Keeping customers connected to their favorite devices and services demands an expansive network of touchpoints that span the buying journey. Our solutions encompass everything from customer acquisition and sales to installation, activation, and retention, so your customers get the best experience no matter where they encounter your brand.

Segment Specialization

Mobile & Wireless

  • Digital marketing
  • Online acquisition
  • Sales
  • Customer care and billing
  • Collections
  • Loyalty and retention
  • Technical support tiers 1–3

Broadband, Cable, & Satellite

  • Digital marketing
  • Online acquisition
  • Sales
  • Customer care and billing
  • Collections
  • Loyalty and retention
  • Technical support tiers 1–3

Enterprise Telecommunications

  • Service delivery, including provisioning of circuits
  • Circuit activation
  • Service activation
  • Service assurance, including network troubleshooting

Media & Entertainment

  • Digital marketing
  • Online acquisition
  • Sales
  • Customer care and billing
  • Technical support tiers 1–3

How We Keep Your Connections Strong

Attention to Retention

It’s a well-known fact that it’s more cost-effective to retain customers than to acquire new ones. That’s why we make it easy for customers to find solutions quickly in their preferred channels, whether it be on the phone or via chat, self-help, or social media engagements.

Comfortable With Complexity

With legacy systems, thousands of employees, and millions of subscribers to support, you need a reliable partner who can successfully manage your complex contact center operations.

Seamless Seasonality

Peak seasons bring fluctuations in call volume. We can plan a year-round strategy so you can efficiently scale up or down to meet demand. Our flexible staffing options provide agile, cost-effective support through our global footprint and work-at-home offerings.

We Support Every Stage of the Customer Journey

Stay well-connected to customers when they’re surfing online for information, purchasing, or looking for support. SYKES has solutions that improve customer satisfaction and reduce churn throughout the customer journey.

Research
Research

Research

Search Engine Optimization
Tap into innovative SEO strategies to improve search engine ranking and attract site visitors who want to learn more about your service plans.

Pay-Per-Click Marketing
Maintain a strong online presence by accessing hyper-focused targeting, placement, and bid optimization at a lower cost with increased performance.

Content Optimization
Our content specialists redesign underperforming content so it’s helpful and easy to find for browsing customers.

Purchase
Purchase

Purchase

Voice
Elevate the purchase experience with our highly skilled agents who enable effortless transaction services.

Chat & Messaging
Maximize sales and reduce costs through support that’s fast, convenient, and easy.

Email
Send confirmations and updates on purchases via email or implement service retargeting emails to connect people with services of interest.

Activation & Onboarding
Activation & Onboarding

Activation & Onboarding

Self-Service
Help customers solve their own issues with step-by-step tutorials and guides.

Engagement Services
A suite of multichannel engagement services supports customers who want to learn about your products and services.

Service Inquiries
Service Inquiries

Service Inquiries

Cross-Sell & Upsell
When customers reach out, make sure you have a motivated team of agents trained to drive conversions through cross-selling and upselling opportunities.

Bundling Services
When offering your bundled services, we create rich experiences that enhance “stickiness” for your brand and maximize the lifetime value of your customers.

Technical Support
Technical Support

Technical Support

Knowledgeable Agents
Our agents have the technical knowledge and soft skills to help customers get the best value from your products and services while also reducing truck rolls.

Tech-Certified Team
When you need fast technical support for your business,
our certified engineers can handle all your networking, cloud computing, computer security, and programming needs.

Retention
Retention

Retention

World-Class Customer Service
Our experienced agents can improve first-call resolution, leaving customers satisfied with their carrier rather than shopping elsewhere.

Loyalty & Reward Programs
Enhance customer retention with loyalty and reward programs that show your customers how much you appreciate their business.

Customer Surveys
Ask customers for feedback with surveys designed to identify root causes of complaints, so you can make improvements that boost retention.

Research

Search Engine Optimization
Tap into innovative SEO strategies to improve search engine ranking and attract site visitors who want to learn more about your service plans.

Pay-Per-Click Marketing
Maintain a strong online presence by accessing hyper-focused targeting, placement, and bid optimization at a lower cost with increased performance.

Content Optimization
Our content specialists redesign underperforming content so it’s helpful and easy to find for browsing customers.

Purchase

Voice
Elevate the purchase experience with our highly skilled agents who enable effortless transaction services.

Chat & Messaging
Maximize sales and reduce costs through support that’s fast, convenient, and easy.

Email
Send confirmations and updates on purchases via email or implement service retargeting emails to connect people with services of interest.

Activation & Onboarding

Self-Service
Help customers solve their own issues with step-by-step tutorials and guides.

Engagement Services
A suite of multichannel engagement services supports customers who want to learn about your products and services.

Service Inquiries

Cross-Sell & Upsell
When customers reach out, make sure you have a motivated team of agents trained to drive conversions through cross-selling and upselling opportunities.

Bundling Services
When offering your bundled services, we create rich experiences that enhance “stickiness” for your brand and maximize the lifetime value of your customers.

Technical Support

Knowledgeable Agents
Our agents have the technical knowledge and soft skills to help customers get the best value from your products and services while also reducing truck rolls.

Tech-Certified Team
When you need fast technical support for your business,
our certified engineers can handle all your networking, cloud computing, computer security, and programming needs.

Retention

World-Class Customer Service
Our experienced agents can improve first-call resolution, leaving customers satisfied with their carrier rather than shopping elsewhere.

Loyalty & Reward Programs
Enhance customer retention with loyalty and reward programs that show your customers how much you appreciate their business.

Customer Surveys
Ask customers for feedback with surveys designed to identify root causes of complaints, so you can make improvements that boost retention.

Vault-Like Security Need for Speed Forward Thinking
Vault-Like Security
Need for Speed
Forward Thinking

Vault-Like Security

Stay ahead of changing regulations and audits with our robust security measures that protect in-center or work-at-home operations and service delivery. Our environments are PCI-compliant and designed to safeguard critical customer data.

Need for Speed

In an industry that’s all about connectivity and speed, we focus on accelerating service to meet and exceed KPIs. Speed to proficiency in talent acquisitions and management, speed to support, speed to revenue, and speed to resolution — all lead to increased customer satisfaction and retention.

Forward Thinking

Our client partnerships focus on digital transformation to drive efficiency and innovation. We identify areas for improvement through automation and AI to augment agents and improve processes. Our agents are trained to work smarter by anticipating and solving issues to drive quicker resolution.

Service Excellence in High-Def

Agents for Success

We grow and develop our front-line leaders to mentor agents and boost the bench strength of our teams.

  • Recruiting, Hiring, & Training
    Our methodologies use a learner-led model that encourages collaborative engagement.
  • Happy Employees = Happy Customers
    We understand that happy agents make happy customers — a winning combination for your business and ours.
  • Virtual Training
    Ongoing virtual training with knowledge bots and precision learning keeps our agents sharp and answering customer questions quickly.

Multichannel Support

Providing 24/7 multichannel support gives customers access to help when they need it.

  • Chat & Messaging
    An effortless chat experience provides your customers with quick responses and access to personalized product information.
  • Social Media Customer Care
    We provide proactive and reactive moderation, listening, and engagement to improve sales, acquisition, advocacy, and retention.
  • Cross-Sell & Upsell Across Channels
    In each interaction, our agents use a service-to-sales approach that involves actively listening to identify sales opportunities that drive contract renewals and upgrades.

Augment to Optimize

Performance insights help guide your digital transformation team to optimize processes.

  • Acquisition
    To increase acquisitions, our SEO and PPC strategies attract customers to your website.
  • Self-Service
    Ensuring that self-service content is easy to find and use increases customer confidence in solving their own issues, reducing call volume and improving customer satisfaction.
  • Insight Analytics
    Analyzing the customer experience at every touchpoint illuminates opportunities for improvement.
  • Bots & Automation
    Bots and automation can optimize processes on the back end while agents focus on customers’ needs to accelerate transactions, lowering overall cost of service.

The folks I deal with are very proactive and look to situations that will save us money while enhancing the bottom line. At our recent business review, SYKES leadership offered a number of options to reduce call volume and save budget dollars; this isn't something my other vendors have done in the past.

- Large Canadian Multiservice Provider

Our similar in-house team does not compare to the outstanding performance of SYKES. The SYKES team is very strong in analytics, investigations, and process-oriented work and is able to bring new ideas to the table.

- U.S. Telecommunications Provider

I can reach out to any of the leaders, and they are on the same page — a consistent message coming from all. The team is always looking for ways to improve performance, a critical piece in ensuring high performance.

- One of the Largest Telecommunications Providers in the U.S.

Our team has been very consistent in their performance. For over one year, they have met every KPI that has been set for them.

- American Multinational Telecommunications Company

SYKES executive leadership is responsive and fully understands the operation. SYKES has also performed best in response to our staffing needs.

- Large U.S. Wireless Carrier

We are very impressed with the virtual model and the type of agents they are able to recruit for our line of business. Having worked with other third-party companies, SYKESHome is at the top of the hill when it comes to offering innovative solutions.

- Large Canadian Multiservice Provider

With SYKES as a partner, we have seen a lot of success with performance and hitting the key sales metrics, as well as improvements in the customer experience metrics.

- Major Global Broadband Carrier & Telecommunications Holding Company Providing Wireless Services

Connect With SYKES

Learn more about how SYKES takes care of your customers, just like you do.