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Sykes Enterprises

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Sykes Enterprises
Company typePublic
Nasdaq: SYKE
IndustryBusiness process outsourcing, offshoring and IT-enabled services
Founded1977
FounderJohn H. Sykes
HeadquartersTampa, Florida, USA
Key people
Charles E. Sykes
(President & CEO)
David L. Pearson - Executive VP and CIO
Jenna R. Nelson - Executive VP Human Resources
John Chapman - Executive VP and CFO
Lawrence Zingale - Executive VP and GM
Drew Blanchard - Executive VP, Financial Services, Healthcare & Retial
James T. Holder - Executive VP, General Counsel and Corporate Secretary
ServicesCustomer service Technical support and IT-enabled services
Revenue2015: $1,286,3400,000
Number of employees
54,000
Websitehttp://www.sykes.com

Sykes Enterprises provides business process outsourcing services, IT consulting and IT-enabled services, such as technical support and customer service. It serves its clients through the geographic operating regions of the Americans (United States, Canada, Latin America, Australia and the Asia Pacific Rim) and EMEA (Europe, the Middle East and Africa). Both regions primarily provide customer contact management services, including healthcare and roadside assistance, technical support and product corporate help desk services. Sykes’ services are distributed through various communication networks that include phone, e-mail, social media, text messaging and chat. Sykes has 54,000 employees located at 75 locations throughout 21 countries operating in 30 languages.[1][2][3]

History

In 1977, John H. Sykes founded Sykes Enterprises, Incorporated in Sterling, Colorado. The firm’s initial offering was engineering services, with the primary focus of the company aimed at providing clients with the greatest service possible while giving back to the community. With that same goal at the forefront of the company, Sykes acquired Jones Technologies, a small company in Sterling, Colorado, entering into the arena of inbound customer support. In 1996, Sykes went public and began trading on NASDAQ, allowing the company to grow rapidly. Already having an international footprint with the opening of its Amsterdam site in 1995, Sykes expanded its existing presence with several acquisitions throughout Europe. Sykes also entered a joint venture with HealthPlan Services Corporate, forming a new venture called Sykes HealthPlan services, expanding the company into Canada. In 2010, Sykes acquired ITC Group, Inc., and shortly after completed another significant acquisition of Alpine Access, Inc in 2012. [4]

The following are key milestones in Sykes' official history as a company.[5]

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

1994 - Sykes opens call center in Amsterdam (Netherlands) to be their EMEA h.q.

1996 - Sykes goes public – stock 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 and Cebu City in the Philippines

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

2011 - 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[6] and opens a new support center in Eugene, Oregon.[7]

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

2013 - Sykes adopts new branding for its at-home customer contact service[8]

2013 - Sykes hires 1,000 Veterans and military spouses through White House's Joining Forces program[9]

2015 - Sykes acquires Qelp, an Amsterdam-based call center software firm[10]

2016 - Sykes acquires Clear Link Holdings, LLC and its subsidiaries (Clearlink)[11]

Locations

Sykes' headquarters is located in Tampa, Florida. As of 2010, the company has operations in the following countries:[12]

Services

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.[13]

Sykes' services are categorized into three lines of business: Contact Center Services, TeleHealth, and Assistance Services.[14]

See also

References

  1. ^ http://www.sykes.com/ourcompany/quickfacts.aspx
  2. ^ "Sykes 2013 Annual Report" (PDF). Sykes Enterprises. Retrieved 11 July 2014.
  3. ^ http://s2.q4cdn.com/481045825/files/doc_financials/annual/2015/2015-Annual-Report.pdf
  4. ^ http://www.sykes.com/about-us/
  5. ^ http://www.sykes.com/ourcompany/history.aspx
  6. ^ Stevenson, Chelsea. "Sykes Enterprises to buy Alpine Access for $150M". MarketWatch. Retrieved 30 July 2012.
  7. ^ Offenbacher, Claude. "Sykes Enterprises of Tampa, Florida, has leased the building at 175 West Broadway in Eugene as a call center. Dave Hauser, president of the Eugene Chamber of Commerce, says Sykes is expected to employ 350 people". KLCC Eugene. Retrieved 7 March 2013.[dead link]
  8. ^ http://investor.sykes.com/company/investors/investor-news/investor-news-details/2013/Sykes-Enterprises-Incorporated-Adopts-New-Branding-for-Its-At-Home-Customer-Contact-Service/default.aspx
  9. ^ http://investor.sykes.com/company/investors/investor-news/investor-news-details/2013/Sykes-Enterprises-Incorporated-Hires-1000-Veterans-and-Military-Spouses-Through-White-Houses-Joining-Forces-Program/default.aspx
  10. ^ http://www.bizjournals.com/tampabay/blog/morning-edition/2015/08/sykes-buys-dutch-firm-with-mobile-phone-expertise.html
  11. ^ http://investor.sykes.com/company/investors/investor-news/investor-news-details/2016/Sykes-Enterprises-Incorporated-Further-Strengthens-Digital-Platform-by-Acquiring-ClearLink-a-Leader-in-Tech-Enabled-Demand-Generation-and-Sales-Conversion-Services/default.aspx
  12. ^ http://www.sykes.com/ourcompany/locations.aspx
  13. ^ http://www.sykes.com/OurCompany.aspx
  14. ^ http://www.sykes.com/Solutions.aspx>
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