APAC Issue Q4 2019

12 APAC / Issue Q4 2019 , May19339 Outsourcing Success – Global Excellence in Customer Service With global headquarters in Tampa, Florida, SYKES’ sophisticated solutions satisfy the needs of major companies around the world, primarily in the retail, communications, financial services, technology, and healthcare industries. The firm offer an end-to-end service platform that effectively engages consumers at every point in their customer lifecycle from marketing and acquisition, right through to customer support and technical support. SYKES currently operates in twenty-three countries across all major continents, with seventy- two locations and over forty languages available throughout the staff. In an age of faster technology and expanding communication channels, customers are more digitally connected, but more distanced from the brands they support. The company supports the client in creating trusted relationships between brands and their customer base. Over two decades ago, SYKES opened its doors in the Philippines and became the first multinational call centre to operate in the country. The company has since gone on to become a digital marketing and customer servicer global outsourcer, providing customer-engagement services to Global 2000 and Fortune 500 companies. As we profile the company, discover what makes them the best business process outsourcing (BPO) firm in the Philippines this year. Conceptualised in 1977, the firm has since held fast to the client commitments, passionately delivering excellent customer service for over forty years. Whilst industry recognitions and steady growth have been solid benchmarks of success, the true accomplishments for SYKES lie in remaining steadfast to their core principles of providing exceptional customer service and outstanding client value. Services that SYKES offers include outsourcing, extending a client’s brand, and working with clients from service to sales, all whilst delivering a holistic customer experience. By combining data, analytics, and technology to help identify high value customers, the company is able to strengthen existing customer relationships with a wealth of experience. Since becoming the pioneer contact centre in the Philippines, SYKES is now in its twenty- first year of operation in the country and has over 15,000 employees. Its growth shows no signs of stopping. The company continues to provide services through multiple communication channels, including phone, email, online messaging, chat, social media, and digital self- service. At the heart of SYKES’ mission is the desire to significantly improve the business of their clients. Helping consumers find and use the products and services they need, the company combine the power of machine intelligence with human ingenuity to modernise and optimise any customer interaction. The company is striving to be known throughout the world as a firm that creates meaningful connections between brands and consumers, making positive impacts in people’s lives by being a responsible and respected corporate citizen. The strength of SYKES Philippines lies in the people that it chooses to employ. Being the country’s premier and pioneering call centre, those who man the phones and spend their days talking with people are what make the company successful. Employed across seven different locations and centres within the Philippines, the firm is a true trailblazer in their choice to be the first call centre that moved out of Manila, and in to Cebu. Working alongside some of the world’s biggest companies with excellent customer engagement services, SYKES seeks to provide support to global front-runners in all fields and industries including communication, technology, financial services, healthcare, transportation and leisure. The secret behind SYKES’ success, not just in Asia but globally, is operational excellence. This company invests in the people, processes and worldwide delivery platform to provide consistently exceptional experience at every turn of the customers journey. Putting the client first, the firm fulfil brand promises comfortably through outstanding infrastructure, people, best practices, scalability and delivery models. Company: Sykes Asia, Incorporated Contact: Cecile May M. Venancio Website: www.sykes.com/philippines/