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Sykes Asia Inc.
Sykes - At the Helm of Excellence in Customer Interaction
With the call center business in the country growing, thanks to the marketing efforts given by the Philippine government to the international community, Sykes Enterprises Inc., a global leader in providing outsourced customer management solutions and services, poured an investment of $200 million and made its Philippine office the hub of its operations for the Asia-Pacific rim. The additional investment translates to 2,000 additional jobs.
Sykes was founded in 1977 in North Carolina, USA. Today, its global footprints are in five continents running 42 global customer contact centers, five e-commerce fulfillment centers and 16 branch offices. Sykes Asia Inc., located in the Philippines, is a wholly owned subsidiary of the US-based corporation and the region’s headquarters.
Talking from his corner office in the 26th floor of the steely structure of Robinsons Summit Building, along Ayala Avenue in Makati City, Mr. Fred King, MIS Manager, shared some of Sykes plans for the coming months. “We are the largest call center in the Philippines today, with a capacity of over 1,800 seats servicing companies all over the world, including China,” King said.
Sykes Asia, Inc. was established in May 1997 offering multi-lingual and pan-Asia in-bound and out-bound call center services that include technical support for the different vertical industries from Asia Pacific-Australia, Singapore, Korea, China, and US.
Fujitsu's Value
“Fujitsu Philippines’ value to us is,” King paused and uttered, “purely strategic. FPI has provided us with the networking gear we needed. You can liken it to this parallelism, ‘FPI constructed great roads leading to our place’ wherein the traffic is always what we expected and that is how we want it.”
In a call center business, the information technology infrastructure, especially the networking gear, is half of the success equation, the other half being manpower, according to King. “If that fails, we have very angry customers which leads to loss of business, which essentially means hell in the call center business.” King said in reference to the importance of the equipment supplied by FPI.
He continued to describe the relationship to be healthy. “I like it that FPI really listens. I communicate a lot with the company and every time, FPI has shown that it is always willing to work with us.”
Sykes' Priority
“Even before the September 11 attacks, security has always been a top priority for us.” King shared. “We have continuously invested in securing our network, our data and our privacy. We have been constantly reviewing our policy and standards when it comes to this. In fact, FPI provided us with some work on this initiative.” he paused, checked his records and continued, “FPI supplied our first level security.”
Aside from this technological safeguarding, Sykes has also approached security by having its new facility housed on a separate building. “It is also for business continuity, just in case,” King said.
Enhancis Customer Experience
Sykes provides services that can be deployed as total end-to-end, edge-to-edge, or as "point" solutions to augment or enhance clients' existing processes. Its focus is on delivering solutions that enhance the customer experience, lead to stronger brand loyalty, and bring about higher levels of performance and profitability.
The company offers technical support, customer service, fulfillment, or a consulting solution to help put everything together. Sykes takes the extra steps to ensure that solutions deliver results that exceed both its business' and its customers' expectations.
Its integrated solutions help companies design, adapt, deploy, and manage customer management operations, enabling these companies to anticipate, understand and respond to the market’s needs. Sykes is a single source for the development, implementation, and management of expert, comprehensive, customer care management solutions.
