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

SYKES Technology Spurs Unprecedented Cost-Savings During Seasonal Ramps

Ramping Up for Seasonal Demand With SYKES

A digital entertainment brand needed to ramp up quickly to meet peaks in seasonal demand. Learn how SYKES helped build a custom solution that led to cost savings and better CX.

SYKES Technologies Are Built for Seasonal Success

Learn how a leading interactive and digital entertainment brand partnered with SYKES to scale up customer support during peak seasons — and how they achieved significant cost savings along the way.

The Goals

The brand needed to fill certain support gaps for their customers in Europe while keeping costs in line during ramp-up. SYKES was employed to:

Quickly and effectively:
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Customer support agents in:
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2 European countries

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2 large customer
care centers

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12 languages

The Approach

To help our brand partner meet their goals, we implemented these SYKES solutions:

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SYKES OneTEAM: Our cloud-based workforce management platform allows every agent and team lead to train, work, and communicate within the same system.

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SYKESHome: Our established work-at-home model provides access to top talent from anywhere in the world and the opportunity to target candidates with specific skills.

The Results

With SYKES solutions in place, our brand partner experienced these exceptional results:

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Cost-savings as a result of reduced headcount needs for floor support team members

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Hold time decreased by an average of 20–30 seconds

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Average handle time (AHT) decreased drastically from the previous year

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100 new home-based agents onboarded across Germany and the U.K.