Sykes Enterprises

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Sykes Enterprises
Type Public
Traded as NASDAQSYKE
Industry Business Process Outsourcing and IT-Enabled Services
Founded 1977
Founder(s) John H. Sykes
Headquarters Tampa, Florida, USA
Key people Charles E. Sykes
(President & CEO)
David L. Pearson
Jenna R. Nelson
John Chapman
Lawrence Zingale
Services Customer Service Technical Support and IT-enabled services
Revenue 2013: $1,263,460,000
Employees 47,900
Website http://www.sykes.com

Sykes Enterprises provides business process outsourcing services, IT consulting and IT-enabled services, such as technical support and customer service. Sykes has 47,900 employees at 75 locations in 20 countries operating in 30 languages.[1][2]

History[edit]

The following are key milestones in Sykes' official history as a company.[3]

1977 - Sykes begins as a small engineering firm with three employees in Charlotte, North Carolina

1979-1982 - The technical writing group begins in Charlotte marking the beginning of the Information Services branch

1992 - Sykes purchases Jones Technologies, Inc. in Sterling, Colorado and enters into customer support business

1993 - Company reorganizes, moves corporate office from Charlotte to Tampa, Florida

1996 - Sykes goes publicstock begins trading on NASDAQ. First international presence with acquisition of Datasvar Support AB of Sweden

1997 - Several acquisitions including McQueen International Limited with multiple locations including operations in The Philippines

1999 - Sykes inducted into the Software Support Professional Association (SSPA) Hall of Fame and opens operations center in Costa Rica

2003 - Sykes expands global footprint to El Salvador

2004 - Chuck Sykes appointed to President and CEO

2006 - Sykes acquires Argentina-based Apex America. Sykes has more than 26,000 employees at year-end

2007 - Sykes expands to Perry County, Kentucky

2008 - Sykes opens three centers in the U.S. – Kingstree, South Carolina; Greenwood, South Carolina and Malvern, Arkansas - as well as new centers in Brazil, Costa Rica and Denmark.

2009 - Sykes and ICT Group have begun integration after the proposed merger of the two

2010 - Sykes acquires ICT Group

2010 - Sykes opens two new support centers in Norway

2011 - Sykes stocks plummet with the loss of major clients following the acquisition of ICT[citation needed], SYKES opens call center in Fort Smith, Arkansas

2012 - Sykes acquires Alpine Access[4] and opens a new support center in Eugene, Oregon.[5]

2012 - Sykes opens new center in Mandaluyong City, Philippines. The 500 Shaw Zentrum Site.

2013 - Sykes opens new center in Glorietta One Corporate Tower, located in Ayala Center, Makati City, Philippines

Locations[edit]

Sykes' headquarters is located in Tampa, Florida. As of 2010, the company has operations in the following countries:[6]

Services[edit]

Sykes provides customer contact management solutions and services in the business process outsourcing (BPO) arena. The company provides an array of customer contact management solutions to Fortune 1000 companies around the world, primarily in the communications, financial services, healthcare, technology and transportation and leisure industries.[7]

Sykes' services are categorized into three lines of business: Contact Center Services, TeleHealth, and Assistance Services.[8]

Contact Center Services

TeleHealth

Assistance Services

Awards and recognition[edit]

Sykes claims to have picked up a number of prestigious awards.[9] These awards are:

2012 Global Business Excellence Award for Outstanding Financial Initiative -Global Business Excellence Awards

Brazil - The Personalities Trophy -ClienteSA Magazine

The 2012 Market Leaders Awards -Speech Technology Magazine

2011 North American Award for Customer Value Enhancement -Frost & Sullivan

2011 Product of the Year (For Online Support Communities) -Customer Interaction Solution Magazine

Recognized Innovator Award (For Online Support Communities) -Technology Services Industry Association

Top 100 Most Trustworthy Companies in America -Audit Integrity

Service Leader Award -CRM Magazine

Excellence Award in Human Resources and Client Satisfaction

Excellent Award for Human Resources - Costa Rican Chamber of Industries

SPPA STAR Hall of Fame - Software Support Professionals Association

SPPA STAR Award Sustained Performance (three times) - Software Support Professionals Association

SPPA STAR Award High Call Volume - Software Support Professionals Association

Technology Fast 500 (three times) - Deloitte & Touche

Information Technology Partner Award (six times) - Monsanto

Entrepreneur of the Year - Ernst & Young

2005 International Business of the Year - Evening News Business Excellence Awards

2005 China Best Outsourcing Call Center Service Provider - China Call Center & CRM Association


See also[edit]

References[edit]

External links[edit]