I worked at Sykes for almost two years and found the company to be well below average for the type of corporate client they were attempting to maintain. Having worked at other corporate call centers, the culture at Sykes was a relatively subpar by comparison. I was hired with over 10 years of call center experience and grouped in a training class with people who had never worked in that environment. The training provided was actually only about 30% - 40% relevant to the type of calls received.
The entire time in training the managers, supervisors and team leads introduce themselves and discuss all the team reliability and support that is readily available. In actuality, in order to receive any assistance, the agents are required to place customer's (often upset) on extended holds and wait for assistance. The whole "we are all a team" is just a motto that is tossed around in a work environment that reveals high school hierarchy.
In short, if you need a job, this is as good a place as any to start. If you are developing your career, run far and fast in the opposite direction.
It's a contact center. The shifts are normal shifts, The work is all inbound phone calls from customers that have questions personal finance products for a major banking institution. The environment is a normal contact center, Some of it can be toxic, some is positive. The most part of the toxicity comes from phone agents that are upset about a call, or calls they took.
The resources that are available are thorough. The training is sufficient, so long as you put in the effort to learn the material. Like any other position, you get out of the position what you put in.
The pay is a bit low, however it's the only major contact center in the area, so Leadership can set the pay-scale. The benefits packages that are offered, seem to be in line with other benefits packages that are available in the state.
Leadership will really sell new employees on internal promotion. The truth is that while promotion does occur from within, the available positions for that internal promotion are limited. When promotion becomes available, management looks at all of your statistics first, then they'll go into interviews sometimes. Sometimes this process is "fixed" as they will hire from within without going through an interview process.
All in all, not a terrible place to work if you can handle calls and work with other people. You will get out of the job what you put into it.
I started at Sykes in 2009 as a Health Care Customer Service Rep and moved up the ladder in four positions. I have proven to be a great employee and coworker. Once my company decided to out source, I was given the opportunity to go back to school. I have recently completed nine months of school for Medical Billing and Coding.