SYKES Technology Spurs Unprecedented Cost-Savings During Seasonal Ramps
Case Study
SYKES Technology Spurs Unprecedented Cost-Savings During Seasonal Ramps

Our Brand Partner

Delivering innovation in gaming since 1994, this company is the European arm of one of the most recognized names in interactive and digital entertainment. Its family of products and services spans various continents, from the U.S. to Asia, and is sold across thousands of retail locations, both online and in stores. Its tech-savvy audience of brand loyalists expects first-class customer care and tech support — anytime, anywhere, and in their language.

Challenge Presented

Year after year, this company manufactures one of the holiday season’s most in-demand gifts for gamers and tech lovers worldwide. To keep delivering the same level of customer service to both its new and existing customers, the brand needed to ramp up its customer care operations before the busiest quarter of the year.

SYKES set several goals:

 

Our Approach

SYKES began gradually implementing both OneSYKES and SYKESHome. OneSYKES is a cloud-based customer delivery platform that enables every customer care agent and team lead to train, work and communicate within the same system, as well as use the same processes to provide customers with live chat and phone support. So, an agent working from home in the UK can get support from a team lead in the office in Germany. Customer care agents can ask their leads questions in real time via chat, without having to put customers on hold. While OneSYKES was implemented across the brand partner’s various brick-and-mortar customer care centers, SYKESHome empowered the brand to hire the best talent across the world, giving them access to the same platform and processes from their own home.

Partnership Outcomes

Within six months, SYKES ramped up from nearly 340 customer care agents to 550 and launched OneSYKES at a third location to support this brand; an unprecedented timeline for such an aggressive implementation. Most important, our approach didn’t require floor support after the initial training period ended, leading to unprecedented cost-savings companywide. Overall, we reported the following successes:

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