Poor pay, no employee protection, micro managed
Cable Repair (Former Employee) – Toronto, Ont. – 24 June 2018
The job is highly stressful, the customers are allowed to yell at you and your not allowed to end the call. Very abusive customers and Sykes expects you to take this abuse, The work hours don't allow for any weekends EVER. Work-at-Home isn't for everyone but if the pay reflected the level of performance expected by Sykes then maybe there wouldn't be such a high turn over rate.
Team Leaders expect extremely high level of speed for processing calls and if you don't finish your call/notes they kick you into the next call, no time to properly enter the needed information into tickets. Thats where quality goes down the drain. Customers want help - not to be rushed off the call.
The call metrics are way off...unrealistic and causes stress with staff. Focus on better and more 'customer care' staff, as they are the ones hurting your reputation with the extremely high wait times .
Pay your staff better and with 80+ agents online and available at anyone time, you CAN afford to offer better schedule options to keep your staff happy. The ICU is basically production, although they tell you its a training environment, no its not, its a LIVE environment.
Run away from this employer, terrible.
Poor wages, ridiculous schedule and no protection from horrible customers.