The Twimbit BPO EX Benchmark

About

SYKES is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies.

Mission

• To significantly improve the business of our clients and help consumers find and use the products and services they need by combining the power of machine intelligence with human ingenuity to modernize, optimize and integrate customer touchpoints across the commerce value chain.

Highlights

• SYKES allows employees to personalize their benefits package
• SYKES trains its employees to nurture leadership skills
• Employees benefit from the experience of senior leaders thanks to a robust peer mentoring program
• SWIT- a program dedicated to training and empowering women in the workplace

Employee Experience Objectives

1. Be flexible with employees regarding various issues
2. Redesign HR for the digital age
3. Empower employees to make a difference
4. Create a fun, caring employee culture

Communication

1. The company meets the required baseline, plus:
2. OneTEAM allows management and employees to have a constant line of communication so that information passes along efficiently

Technology

1. The company meets the required baseline, plus:
2. OneTEAM is the next-generation, cloud-based customer service delivery platform
3. Designed to enable greater efficiency and flexibility across programs and geographically dispersed teams, OneTEAM breaks down the walls of the traditional call center
4. It offers:

5. The SYKES Digital Services collaboration with NICE brings Intelligent Automation solutions that enrich employee experiences and create better customer interactions

Voice of Employee

The company meets the required baseline

Learning and Development

1. The company meets the required baseline, plus:
2. PEER MENTORING

3. Leadership Evaluation And Advancement Program(LEAP)

Social Connection

The company meets the required baseline, plus:

Social Goals

1. Add KPIs and descriptions to those roles that impact the social sub-pillar throughout the organization
2. Expand social programs to all regions

3. Further development in the SYKES Diversity & Inclusion Global Program
4. Continue to embrace the Human Rights declaration

Sustainability Goals

1. Add KPIs and descriptions to those roles that impact the environmental sub-pillar throughout the organization
2. Global paper-reduction by 50% in 5 years by implementing a Global Printer Policy
3. Reduce scope 1, 2, and 3 greenhouse gas emissions by 2030 in alignment with science-based targets of the 2 degrees scenario (2DS)
4. Reduce waste at SYKES sites: 50% by 2025

Diversity and Inclusion

SYKES Women in Technology (SWIT)

Rewards and Benefits

The company meets the required baseline

Lessons to be Learned

• Have a training program dedicated to increasing inclusion and training women
• Have a training program that helps employees develop leadership skills. This program will allow employees to fill management positions in the company.