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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.

Customer Service/Customer Support

Customer service, a term often used interchangeably with customer support, is the practice of assisting customers at any point during the brand experience. While support agents are commonly utilized when there is a question or issue with a product or service, customer service as a whole strives to better understand customer needs and wants — before, during, and after an interaction. As for the support interaction itself, what was historically only available by phone through a call center has evolved to meet customer preferences, and now includes channels such as live chat, email, and social media. Customer service is, simply put, a driving force to a positive customer experience.

There has always been a need for effective customer service, and support agents must be able to assist at every stage of the journey. From product information and setup to troubleshooting and returns, technical support exists to help customers, whatever their individual needs. However, in an always-on, digitally flexible culture, customer support means more than offering a helping hand — it has a direct impact on the customer experience.

As many as two-thirds of American consumers say that great customer service leads to brand loyalty, and they have higerh expectations for consistent, high quality support across channels. While many still prefer a phone call for support solutions, alternatives like live chat, self-service, and social media are all on the rise — making it even more important that companies offer great customer support at every turn.

While an in-depth understanding of products and industry capabilities is key to providing effective support, going deeper is what leads to a positive customer experience. When companies listen to their customers (via journey mapping, surveys, etc.), they are able to better understand pain points and create a streamlined, omnichannel support experience to solve for each. This goes a long way in improving customer satisfaction (CSAT) scores and cultivating lifelong brand loyalists.

SYKES recognizes that as customer expectations become more focused on channel interconnectivity and higher-quality interactions, customer service should connect every brand interaction — from marketing to sales to support — to build a cohesive customer experience.

Customer Service Customer Support

For over 40 years, SYKES’ mission has been to “help people, one caring interaction at a time.” That mission has resulted in 55,000+ support agents all over the world, expertly trained to take care of our brand partners’ customers. We strive to improve the customer journey at every touchpoint and across all channels by applying data-driven insights and a CX-focused approach. For a worldwide, always-connected customer base, we provide better customer care through:

  • AI-enabled coaching that optimizes a human-powered CX
  • Personalized responses to issues across all channels
  • Redundancy-free chat and social support
  • Insight analytics to track and reduce customer effort

At SYKES, great customer support is not just a part of what we do, it’s part of our identity.