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SYKES Business Process Outsourcing Glossary

Looking to learn a little more about what we do? We've compiled a comprehensive list of common BPO terms and definitions so you can stay in the know.


An agent, sometimes called a customer service agent, is a company representative who interacts with customers, providing helpful, knowledgeable support to improve their overall experience with the brand’s various products and services. Agents may be employed directly by a brand as part of its in-house service department, or might be provided by a business process outsourcing (BPO) partner that specializes in customer service solutions.

Agents work to preserve the relationships that companies work hard to build with their customers. They solve problems, give helpful advice, and guide customers as they engage with products or services.

One of the biggest benefits a customer service agent brings to a business is their ability to offer assistance with complex issues or problems that require a personal touch. When a customer has a problem and can’t find an answer online, agents can step in with solutions to maintain relationships and secure future business.

Customer service agents represent your company at an individual level, so it’s important that each interaction reflects the core values and goals of your business. To that end, SYKES strategically matches agents with brands based on training, data, soft skills, and more. With our innovative lean-forward training techniques, SYKES can help agents get up to speed quickly with new products or services so your customers always have helpful answers at the ready.

Beyond expert training, SYKES agents can scale quickly with demand — so customer service is always covered, even during peak seasons. We work with brands to identify their specific needs, applying our decades of experience to ensure our agents exceed expectations. To learn more about how SYKES agents can create value for your business, visit us online.