Contact Center Services

SYKES operates as a global contact center services provider for the world’s leading companies. We realize, among other things customer service for international wireless carriers, credit card companies and PC manufacturers.

Specialized

We offer inbound support in the telecommunications, financial services and technology industries. We know that every company is unique. That’s why we work closely with our clients and provide them with customized customer service and technical support for improved customer loyalty. Because service is our specialty, our employees regularly receive awards for their customer service.

Globally

With more than 45,000 knowledgeable employees working at more than 70 locations, SYKES is a versatile partner who takes care of everything from simple to complex customer service support needs. We tackle the challenges together with our clients and grow with them. The aim of our contact centers in the Americas, Europe and Asia is to all offer our customers a consistent and quality service – wherever they are.

Reliable

SYKES is considered a safe investment by analysts, partly due to a conservative management. In addition, over the past years, SYKES has performed the best within the industry. With stable finances and a reliable management, we are able to build the necessary service infrastructure and save you this investment. Our low-risk solutions make us a safe choice.

Science of Service

Our clients expect excellent service at excellent prices. We have proven methods for analyzing customer experiences and offering agent training in order to improve efficiencies. This allows us to increase the operational excellence in our contact centers – at reduced costs while simultaneously increasing customer satisfaction.

Customer Service

Easy to challenging (Level 1-2)
Customer Information
Account Information
Accounting and Payments
Order Taking & Order Processing
Credit Card-Processing

Technical Support

Easy to challenging (Level 1-3)
Consumers and Businesses
Hardware and Software
Service Connections
User Help Desk
Complex Networks

After-Sales Service

Product Exchange
Warranty Verification
Repair and Exchange Settlement
Complaint Management
Fulfillment Services
Terminations & Renewals

Inbound-Sales

Inbound-Sales
Sales im Inbound & Outbound
Up- und Cross Selling
Marketingkampagnen Follow up
Lead Generation
Opportunity-Identification

Technology

Service in the field of technology is part of SYKES’ origin and continues to be one of the most important business areas in the company. SYKES provides customer and technical support in Germany for technology brands, from consumer electronics, to IT and audio / video technology and the industrial system electronics.

SYKES provides a comprehensive service portfolio for technology brands. Technical support ranges from simple 1st Level Help Desk (helping people help themselves) about warranty, conversion and repair processes up to the 3rd level support. In all service processes and escalation levels, SYKES integrates the manufacturer technicians, engineers and installers and supports them in carrying out their tasks (On-Site).

Consumer Electronics

Privat Clients

Technical Support

Level 1-3

Customer Service

general Questions, garantee, RMA, repair, service

Inbound Sales

Up-sell/Cross-sell, Online-Shops

PC & Peripherals

Private Clients // Corporate Clients

Technical Support

Level 1-3

Customer Service

Customer Inquiries, Warranty Issues, RMA, Repair Method

Inbound Sales

Up-sell/Cross-sell, Online-Shops

Software & Portals

Private Clients // Corporate Clients

Technical Support

Level 1-3

Customer Service

Customer Inquiries, Warranty Issues, RMA, Repair Procedures, Service-Disposition

Presentation

Content, Forum

Business Technology

Privatkunden

Technical Support

Level 1-3

Channel Management

Lead Generation Umsatzsteigerung

Order Management

Prozesse, Reviews, Frachtterminierung

Telecommunications

The services for the telecommunications industry account for the largest share of current business volume at SYKES. Whether mobile, landline, cable or Multi-Service – SYKES covers all subcategories and service areas for residential and business customers. Successful sets SYKES also near-shore solutions and multi-site services in the telecommunications sector.

For our customers, we develop complex processes to optimize the processing of written customer communication. Here SYKES provides critical processing areas – such as proofreading and complaint management.

Mobile

Private Clients // Company

Technical Support

Level 1-3

Bookkeeping

Billing, Call Minutes, Add / Delete / porting of numbers

Customer Service

Activation, Security and Passwords,
Contract Changes

Products and Services

Service Bundle Up-sell and cross-sell,
Voice / Data / Video Services,
Terminal Features

Live Chat

Interactive dialogue with customers

Mobile

Private Clients // Company

Technical Support

Level 1-3

Bookkeeping

Billing, Payments

Customer Service

Provisioning, Activation, Security and Passwords, Assistance with Self-installation

Products and Services

Up-sell of new data and video products to target customers

Live Chat

Interactive dialogue with customers

Mobile

Privatkunden // Unternehmen

Technical Support

Level 1-3

Corporate

Helpdesk, Provisionierung, Service Order  Trouble Ticket Management, WAN/LAN Interconnect

Customer Service

24x7x365 Technik und User Support, Sicherheit und Passwörter, Carrier Management, Disponierung

Carrier Service

Netzwerk Management und Optimierung, Engineering, Netzwerk Design, Traffic Load Balancing

Financial Services

SYKES Financial Services specializes in the support of banking products for private and business customers. Our employees are able to answer customer questions with specific experience and knowledge as customer satisfaction is especially important in this segment.

In recent years, SYKES has successfully accompanied a number of banks in customer support. SYKES supported extensive technical migrations, giving customers new products and modified technical environments. Moreover, SYKES led IZV, SEPA and the AZV by almost all order types incl. Investigation processes. The various specialist teams provided important support for the banks to retain customers. Customer quality and satisfaction is regularly measured and compared with the Bank’s objectives. We then provide suggestions to Bank’s to improve quality and performance. This transparency and optimization in terms of flexibility, quality and cost are the main objectives of our work.

Retail Banking

Private Clients // Corporate Clients

Clients

Account Services Remittances, Account Information, Debits

Customer Service

Overdraft, fees, loans

Account Openings

Fraud Management

Online Services

Card Services

Private Clients // Corporate Clients

Account Services

Password Resets, Card Cancellation, Refunds, Authentication

Customer Service

Overdraft, Fees, Loans

New Plants

Direct and Online Sales

Risk and Fraud Management

Credit Services

Private Clients // Corporate Clients

Customer Service

Billing, payment, insurance and tax matters, fiduciary analysis, fee exemption

Accounts Receivable Management

Early until Derecognition, Credit Modification

Back Office and Cash Management

Credit facility

Insurance

Private Customers

Customer Inquiries

Life insurance, Dental Insurance, Car Insurance, Property Insurance

Produktneuerungs- and Service Issues

Renewals and Retention

Complaint Management

Card Services

Privatkunden

Investment Transaktionen

Investmentfonds, Pensionsvorsorge

Depotfragen

Online Banking Tech Support