Sykes: Business is calling for English

For SYKES, strong English skills lead to strong customer relationships. Now more than ever, companies and organizations are expanding globally and rapidly off-shoring services. SYKES, a global business-process outsourcing leader, supports Fortune 1000 companies by providing customer service and technical support. With over 46,000 employees working in 70+ global call centers, SYKES acts as an extension of its clients and helps build loyalty to each company’s brand. SYKES has learned that brand loyalty is built on trust. Good communication between a call center agent and a customer can help strengthen trust, while miscommunication can potentially damage it. SYKES made English a priority and set proficiency requirements for employee recruitment and advancement, as well as established ongoing training initiatives. With a diverse client roster and service offering, SYKES seized the opportunity to tailor its English training by account. For financial clients, SYKES ensures agents can speak clearly and confidently, especially in a high-stakes environment like the escalation queue. For technical support, where communication is typically through chat or email, the focus shifts to grammar. By understanding the unique English needs of clients, SYKES can continue to be an added value. Special thanks to Roy Mena and Centro Cultural Costarricense Norteamericano.

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