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Sykes Enterprises, Incorporated Employee Reviews

Found 96 reviews matching the search See all 6,869 reviews
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5.0
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Featured review
Sykes Enterprises, Incorporated selected this as a representative review
Family
Relationship Development Manager (Current Employee) –  Remote15 September 2019
All the benefits of working for a massive corporation, opportunities to learn & develop. Genuinely feels like a close knit family... company values are spot on.
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4.0
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Productive workplace with good career advancement.
Escalation Agent (Current Employee) –  Edinburgh, City of Edinburgh13 November 2019
A relaxed and supportive work environment which has an active interest in the advancement of their staff within the company. Every day is different and there are plenty of opportunities for advancement available after the initial probationary period.
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4.0
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Working for Sykes
Customer Service Representative (Former Employee) –  Edinburgh23 October 2019
When you come to Edinburgh and you would like to work in Customer service I would recommend you to go to work to Sykes, as you can gain great customer service experience.
I worked at City commercial cards department and although it was sometimes stressfull, there are great team leaders and colleagues. They help each other, there is a friendly environment
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1.0
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Stressfull, low pay, constant complaining and mismanagement from above
Customer Service Representative/Call Center (Current Employee) –  Edinburgh23 October 2019
* highly underpaid staff are unappreciated and continuously blamed for the companies own failings
* management will not take responsibility for you being unable to do your job because they have not done theirs
* company doesn't care about retaining staff, low paid staff are disposable to the company
Pros
None
Cons
Bad working enviroment, low pay, untrained managers, no accountability for mistakes
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2.0
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If your face fits
Customer Advisor (Former Employee) –  Edinburgh24 September 2019
Although I worked there for years, I was no further forward. It’s a good stop
Gap free team and coffee best part !! I felt if they liked you then you got chances! Otherwise nothing
Pros
Coffee machine was free
Cons
Unless they like u no chance of promi
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3.0
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Average rating
Administrative Assistant (Former Employee) –  Shaw Blvd.27 August 2019
The company is okay, culture is average. You need to deal and knows how to handle stress.
You should learn how to balance work and life.
Knows how to prioritized.
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4.0
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Mullti-cultural work place
Customer Service Advisor (Current Employee) –  Edinburgh27 August 2019
A nice place to work as the people there are very nice and help you at your work. The conditions are quite good, however there are not many advancement opportunities to climb the ladder. And the salary is quite low considering the work you do and the UK standards.
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3.0
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It's been an education into the way a call centre works.
Customer Service Advisor (Full-time) (Current Employee) –  Edinburgh27 July 2019
My experience in dealing with difficult customers has been invaluable. I have gained an enormous amount of experience with working in a very demanding environment.

They are quiet supportive in an individuals development and try to encourage how to become better customer service advisors.
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1.0
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I wouldn't recommend it here
Customer Service Advisor (Former Employee) –  Edinburgh22 July 2019
I suppose it's a good stepping stone job but this place asks far too much of its employees and often gives out extra tasks with the vague veneer of advancement but it's really just to get more work done that management can't handle themselves. HR proceedings are rushed and far too informal and the pay is far too low for what is normally being asked of people.
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3.0
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Good
Customer Service Advisor (Current Employee) –  Edinburgh5 July 2019
Sykes progression policy is the not very good. People who want to progress is very hard and all about timing. I was asked in my interview if I would like to progress and naturally I said yes because I progressed with every company I worked for. I find the progression aspect very demotivating
Pros
Close to where I live
Cons
Salary
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3.0
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Productive nice place to work but client management was horrible
Customer Service Advisor (Former Employee) –  Edinburgh, City of Edinburgh24 June 2019
Worked for hsbc in Edinburgh, team leaders were okay nothing special, the account manager was terrible, never talked to him or the other beside him once. He was very ignorant.
Management would often buy food for themselves and never offer staff when the staff always offered them.

General good place to work nice people all in all
Pros
Stability
Cons
Short breaks bad management
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5.0
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Productive workplace
Customer Service Representative (Current Employee) –  500 Shaw4 June 2019
Sykes is the best BPO industry which caters professionalism and integrity of it employees. the environment there is very cheerful which makes work more manageable.
Pros
Free parking
Cons
shifting work schedule
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3.0
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Employee- less satisfaction
Customer Service Advisor (Former Employee) –  Edinburgh Airport2 June 2019
Fun teams to work with despite poor management.
Management is poor, very target oriented, combined with low salary and not adequate care of the employees does not make the best place to work. The employee has very little benefits- although it may vary due to client group.
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3.0
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Customer Service .
Customer Service At Sony PlayStation Support (Current Employee) –  Edinburgh, City of Edinburgh23 May 2019
Job consist in trying to provide best professional customer service to our customers.
In this job, I have to take many information fast and evaluate what is the problem that customer is having, as well as providing the best way to solve customers's issues.

This job requires to have soft skills and excellent communication skills as well as professional, kind and respectful attitude.

I'm currently working at home, however, the office environment is very friendly.
The hardest part of the job is the night shift im currently doing and the constant volume of calls.

The most enjoyable part of the job is when customers are happy with your service because you did your best to help them.
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3.0
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Good Start
Customer Service Advisor (Current Employee) –  Edinburgh16 May 2019
Very nice work collegues with a lot of good work/life balance.
Very enjoyable to work here, always a good environment, This is a great place to start a career.
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3.0
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Good for newbies and working students
Travel Agent (Current Employee) –  Shaw 5009 May 2019
Overall, the company is accommodating however the discretion of different sites is not well-managed. If you are looking for working environment that will serve you well, if you are working student, Sykes is the place to go.
Pros
Accomodating
Cons
Lack of proper management
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3.0
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Productive,fan & ability to progress
Multilingual Customer Adviser (Current Employee) –  Edinburgh2 May 2019
Sykes is really nice and fin place to work for. You get to meet staff from different countries and languages. There is potential to progress in terms of social mobility.
Pros
flexible, ability to learn and progress
Cons
Salary
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2.0
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Review
Administrator (Former Employee) –  Edinburgh2 May 2019
Hard days at work, high pressure environment, good colleagues and work culture and ability to learn more if wanted to - ability to work on shifts with added flexibility
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4.0
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Good friendly environment to work in!
HR Recruitment Administrator (Current Employee) –  Edinburgh13 March 2019
Lots of varied activities during my time, with god opportunities to develop skills.
Had responsibility to make decisions but lots of support if needed.
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1.0
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Bad Management
1st Line Technical Support (Former Employee) –  Edinburgh, City of Edinburgh10 March 2019
Stay away. Management is horrendously bad here.

Sykes is notoriously bad at managing clients. They will let them create whatever crazy processes they like, and will tell the client whatever they want to hear, even if it's the exact opposite of reality. This means that the client will push for great customer service and encourage first contact resolution. Now, that is not possible due to the fact that Sykes don't want to hire lots of people and spend money on wages. They want small groups of people to be able to get through calls as fast as possible, and ask people to call back once the troubleshooting steps provided have been completed, even though it might only take 2 minutes to do. That is because for some clients Sykes is paid per call, and management want to artificially create calls.

Now, that is a VERY dangerous situation for the employees. You will never have job security at Sykes, as it is actually written into your contract (that is, if you ever sign it. Some have went 2 years without being given one) that if you create more calls than necessary in order to resolve the issue, your employment can be terminated. Mix that in with a 6 MONTH probation period, where if you have 3 absences for any reason (even if you follow their absence procedure) then you will get your probation extended for 3 months, and you'll inevitably be fired before that extension runs its course.

Then, the only way you will ever rise the ranks (the highest you can really go is to a Team Leader, but that depends on if there are any vacancies, which there aren't for the majority of the year).
  more... Any form of promotion does depend entirely on how high you're willing to jump for upper management however (the account managers and the senior Quality Monitors), so some people have been there a number of years (having more experience than any of the Team Leaders) but because they distrust management and are cynical about any promised improvements to working conditions they are stuck. Further more, it's hard for them to move onto another job because for every year you've been there, you have to provide an extra weeks worth of notice.

The account managers always tell you things will get better, but they don't. They'll promise things, but always have a condition on that promise, for example compounded hours on the condition of less absences. Maybe if people had a more enjoyable life at work then they wouldn't be taking days off every month. Unfortunately there is one salary for each role, and you only get performance-based increases in salary once you become a Team Leader. Quality Monitors are paid a base wage, alongside Supervisors, Trainers and regular Customer Service Agents. You get superstars who are so vital to the operation of some clients contact centres the entire place would fall apart without them, but even they don't get any real benefits.

A lot of the Team Leaders are hit and miss. Some are absolutely cancerous. Others are aware of the problems, but there's little they can do, because if they spoke up they would lose their job.

IT is absolutely rubbish too. For many, expect your computer or ticketing software to crash several times a week. Every now and then you'll even get locked out of your account, and somehow IT are that useless that they won't even be able to help that same day. There's a reason for that though. If you pay your IT guys starting at £19.000 you will get what you pay for. The going wage everywhere else ranges from £22k-28k.
  less
Pros
Meet good people working the phones
Cons
Bad Contract Terms, 6 Month Probation, the free coffee is toxic waste
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1.0
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Save yourself
Customer Service Representative (Current Employee) –  Edinburgh24 January 2019
Sykes Edinburgh has no employee culture despite what they try to demonstrate. They have an awful absence policy and try to make you feel bad and give you disciplinaries after 6 absences in 12months. Pressure you into coming to work when you are contagious and makes you feel bad for mental health issue.

Managers are praised and never get into trouble and HR does nothing and do not even do their main job properly except pursue employees for the smallest thing.

There is little to no communication when people leave why they leave and no one wonders why half a team departs at the same time.

PLEASE DO NOT APPLY THERE FOR YOUR OWN SANITY
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Overall rating

3.3
Based on 6,869 reviews
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