Profile: Sykes Enterprises Inc (SYKE.OQ)
17.69USD
1 Aug 2013
$0.13 (+0.74%)
$17.56
$17.77
$17.90
$17.66
44,135
59,278
$17.90
$13.13
Sykes Enterprises, Incorporated (Sykes), incorporated on March 10, 1996, is engaged in providing outsourced customer contact management solutions and services in the business process outsourcing (BPO) arena. The Company provides an array of customer contact management solutions to a range of clients, including Fortune 1000 companies, medium-sized businesses, and public institutions around the world, primarily in the communications, financial services, technology/consumer, transportation and leisure, healthcare and other verticals. It serves its clients through two geographic operating regions: the Americas (United States, Canada, Latin America, Australia and the Asia Pacific Rim) and EMEA (Europe, the Middle East and Africa). These services are delivered through multiple communication channels including phone, e-mail, Internet, text messaging and chat. On August 20, 2012, the Company completed the acquisition of Alpine Access, Inc. (Alpine). In March 2012, the Company sold its operations in Spain.
The Company’s Americas and EMEA groups primarily provide customer contact management services (with an emphasis on inbound technical support and customer service), which include customer assistance, healthcare and roadside assistance, technical support and product sales to its clients customers.
These services are delivered through multiple communication channels including phone, e-mail, Internet, text messaging and chat. The Company also provides various enterprise support services in the United States that include services for its clients’ internal support operations, from technical staffing services to outsourced corporate help desk services. In Europe, the Company also provides fulfillment services including multilingual sales order processing via the Internet and phone, inventory control, product delivery and product returns handling.
The Company's outsourced customer contact management services represented approximately 98% of total 2012 consolidated revenues. Each year it handles over 250 million customer contacts. It provides these services utilizing its advanced technology infrastructure, human resource management skills and industry experience. These services include customer care, Technical support and Acquisition. Customer care contacts primarily include product information requests, describing product features, activating customer accounts, resolving complaints, cross-selling/up-selling, handling billing inquiries, changing addresses, claims handling, ordering/reservations, prequalification and warranty management, providing health information and roadside assistance. Technical support contacts primarily include handling inquiries regarding hardware, software, communications services, communications equipment, Internet access technology and Internet portal usage. Its acquisition services are primarily focused on inbound up-selling of its clients’ products and services.
The Company operates across 20 countries in 69 customer contact management centers, which breakdown as follows: 16 centers across Europe and Egypt, 22 centers in the United States, 10 centers in Canada, 3 centers in Australia and 18 centers offshore, including The Peoples Republic of China, The Philippines, Costa Rica, El Salvador, India, Mexico and Brazil.
The Company competes with TeleTech, Sitel, Convergys, West Corporation, Stream, Aegis BPO, Sutherland, 24/7 Customer, StarTek, Atento, Teleperformance, Expert Global Solutions, LiveOps, Working Solutions, Arise, Accenture, Wipro, Infosys, Mahindra Satyam and IBM.
Company Address
Sykes Enterprises Inc
Suite 2800, 400 N. Ashley Drive
TAMPA FL 33602
P: +1813.2741000
F: +1813.2730148
Company Web Links
| Name | Compensation |
|---|---|
Paul Whiting |
-- |
Charles Sykes |
3,014,180 |
W. Michael Kipphut |
1,266,260 |
David Pearson |
588,519 |
James Holder |
644,689 |

