Customer Care Services

Bringing an Effortless Experience to Your Customers

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Customer Care

You know your customers and the kind of support they expect. Staying ahead of changing expectations while managing growth, costs, labor, security, and new digital channels is a challenge you must overcome to stay competitive.

Your customers deserve customized, effortless service every single time. Our award-winning operational performance management framework, coupled with our intelligent CX approach, provides the most efficient path for customers to find the answers they need in a fast, convenient, cost-effective manner.

A Rich Legacy of Experience & Innovation

Customer Care Is a SYKES Core Competency

Through people, technology, and data, we hyper-focus on the touchpoints to deliver an effortless journey for your customers.

Strategic Global Footprint

We are a diverse global team of 61,100+ operating across 23 countries, providing service in 40+ languages.

Operational Excellence

Lean on our best practices and global operational management experience to achieve sustainable business results.

Technology

Unleash our network of technology and analytics to strengthen processes and capabilities for a personalized customer lifecycle.

Flexible Delivery Models

Customer Care

SYKESHome™

SYKESHome is a proven, award-winning delivery model that enables work-from-anywhere capability that’s agile and secure. SYKESHome provides everything you need for success in your virtual contact center.

Brick-and-Mortar Centers

Choose to have your services delivered from our global network of physical contact centers that best fit your needs, whether located in your country (onshore), in a neighboring country (nearshore), or in another country that maximizes cost-effectiveness (offshore).

Hybrid Delivery Model

Blend our delivery models to maximize flexibility and scalability. A hybrid contact center approach that uses virtual and in-center teams enables access to a more diverse and talented workforce with specialized skills specific to your industry and customers.

Omnichannel Delivery

Voice

As one of the most popular channels with customers, our voice support enhances customer interactions with automation to give a level of attention and service that customers love.

Chat & Messaging

Integrate live or automated chat and messaging within your existing channel mix to optimize your customer engagements with speed and convenience.

Email

Out of all the digital channels available today, email is still a tried-and-true way that many customers want to connect with brands when they need assistance.

Self-Service

Self-service ensures content is easy to find and use, with step-by-step tutorials and guides that generate customer confidence.

Social Media

Meet your customers where they are on social media channels to resolve issues quickly and improve customer satisfaction and brand advocacy.
Customer Care

Our Solutions Make Your Job Easier

Capture up to 35% in cost savings in your contact center operations and as much as 65% with SYKES Digital Solutions (SDS) enhancements.

Scale customer care support up or down to meet seasonal and peak demands with our flexible Carousel Staffing™.

Technology Solutions

OneTEAM™

Get business intelligence and a comprehensive view of the customer journey in OneTEAM, a cloud-based,  service-delivery and workforce-management platform.

Precision Learning & Coaching

Integrated into the OneTEAM platform, precision learning and coaching improve agent speed to competency, knowledge retention, and compliance.

Microlearning

This innovative approach, using short training modules — or microlearning — identifies agents in real time who need additional help on the spot to improve performance.

Knowledge Bot (kbot)

Using data labeling and machine learning technology, the SYKES kbot narrows the gap between performance of the best and lowest-performing agents, improving efficiency of all agents on an account.

Automation

Optimize processes and workflow to dramatically change your cost profile. SYKES Digital Services uses intelligent automation to reveal inefficiencies and remove repetitive work for agents.

Security, Privacy, & Trust

Through a culture based on security and a globally recognized security framework, the SYKES Global Security Operations Center protects your business and the privacy of your customers by focusing on prevention, identifying threats, and protecting data.

Some of Our Certifications

PCI DSS     ISO 27001     SOC 1 Type II     HIPAA

Talent Solutions: Engaged, Empathetic, Empowered

From 350,000+ applicants annually, our deep expertise in talent acquisition ensures that we hire only the best people. Our employees are trained to understand and respect the needs of the customer and provide them with an efficient, effortless experience.

Customer care starts with enriching the agent experience through technology. Our customer service interactions are enhanced through a combination of personalized, empathetic support optimized with AI for the very best experience.

We invest in our employees, and it shows. The average employee tenure at SYKES is 8.5 years — the highest in the industry.

Customer Care

Our Brand Partners Love Us!

Having the highest average client tenure and satisfaction scores in the industry shows that we are wholly invested in you. We optimize the entire customer experience, fueled by data science, technology, and people, for continuous innovation and process excellence.

Consistency and reliability are a strength. The leadership team, contact center technology, and overall management strategy is excellent.

- Leading Healthcare Life Insurance Brand Partner

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.

- Leading Canadian Communications Provider

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

[Their] strengths [are an] ability to flex to our business, responsiveness, and proactive communications. SYKES does a good job listening to our needs, trying to adapt to changes, and being a supportive partner to enact change.

- Global Healthcare Brand Partner Specializing in Diabetes Care

Their willingness to partner and overall responsiveness to identify issues and process opportunities is a strength. SYKES always pushes to hit performance goals.

- Global Telecommunications Brand Partner

The SYKES team is willing to explore alternative solutions. The team will weigh all of their options and own the execution of their plan through and through.

- Telecommunications, Media, & Technology Brand Partner
Customer Care

Results That Matter

97% sustained customer satisfaction rating and 13% lower year-over-year total cost for a large retail brand partner who transitioned from a brick-and-mortar model to SYKESHome.

53% increase in resolution rate and 50% decrease in call volume by shifting to digital self-service support for a global leader in education courseware.

25% decrease in average handle time (AHT) by improving process efficiency for a globally recognized telecommunications brand partner.

Fast issue resolution

Flexible and scalable support

Easy to do business with and no costly surprises

Reflective and respectful of your brand and culture

Connect With SYKES

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