SOURCE: Frost & Sullivan

Frost & Sullivan

January 25, 2012 07:45 ET

Frost & Sullivan Acknowledges SYKES' Excellence in Executing a World-Class Value-Add Service Capability

SYKES' Highly Customized Solution, 'Insight Analytics', Offers Clients a Deeper Understanding of the Factors That Affect Customer Outcomes

MOUNTAIN VIEW, CA--(Marketwire - Jan 25, 2012) - Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Sykes Enterprises, Incorporated with the 2011 North American Frost & Sullivan Award for Customer Value Enhancement. SYKES focuses on establishing long-term client relationships by providing consistently high-value, high-quality customer service, not only in North America but across the globe.

Companies are under more pressure than ever to offer operational excellence and retain customers. SYKES understands the pulse of the market and attempts to stay a step ahead by helping its clients gain a winning edge in competitive markets. It addresses issues relating to leadership, hiring and training, performance management, forecasting and scheduling, continuous improvement, disaster recovery plans, and voice of the customer (VOC) feedback.

A solution that will go a long way in offering clients competitive differentiation is SYKES' 'Insight Analytics', a customized value-add that applies root cause analysis using a range of techniques to distinguish customers through direct interactions. The analytics tool employs four distinct steps: discover, investigate, validate and predict.

Unlike most competitive offerings that are based on paid professional services contracts, SYKES' clients are not charged for the service. Each client research project is undertaken by a highly trained team of analysts who sample customer contacts and collect contact center key performance indicators (KPIs) to discover patterns.

"Standard monitoring and analytics tools often focus only on the 'what' of the exchange with the end customer," says Frost & Sullivan Principal Analyst Michael DeSalles. "The aim of Insight Analytics, however, is to help clients understand the 'why' of support processes that affect customer outcomes."

Insight Analytics draws from structured and unstructured data sources (call recordings, email, integrated voice response (IVR) data, automatic call distribution (ACD), customer relationship management (CRM) systems and customer surveys) with specialized analysis techniques, predictive modeling tools, and third-party analytics software.

"SYKES' Insight analytics can identify process improvements, help better manage call flows, and develop new center metrics," observes DeSalles. "It is a process-oriented feedback loop for the client, providing a better customer experience with improved efficiencies."

Each client research project has a singular direction - growing and sustaining the lifetime value of the customers of SYKES' clients. The project's aim is to enhance the client's profitability and lay the platform for a deeper, long-term outsourcing engagement.

"With over 30 years of experience, the new and expanded SYKES will continue to deliver meaningful solutions that enhance the customer service experience, promote strong brand loyalty, and facilitate high levels of performance and profitability for its clients," notes DeSalles.

Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment. This award recognizes the company's considerable focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and ultimately, customer base expansion.

Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.

About Sykes Enterprises, Incorporated

SYKES is a global leader in providing customer contact management solutions and services in the business process outsourcing (BPO) arena. SYKES offers an array of sophisticated customer contact management solutions to Fortune 1000 companies around the world, primarily in the communications, financial services, healthcare, technology, and transportation and leisure industries. SYKES specializes in providing flexible, high quality customer support, and outsourcing solutions with an emphasis on inbound technical support and customer service. Headquartered in Tampa, Florida, with customer contact management centers throughout the world, SYKES provides its services through a multiple communication channels encompassing phone, e-mail, web, and chat. Utilizing its integrated onshore/offshore global delivery model, SYKES serves its clients through two geographic operating segments: the Americas (United States, Canada, Latin America, South Asia, and Asia Pacific) and Europe, Middle East and Africa (EMEA). SYKES also provides various enterprise support services in the Americas and fulfillment services in the EMEA, which include multi-lingual sales order processing, payment processing, inventory control, product delivery, and product returns handling. For additional information, please visit

About Frost & Sullivan

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