Home-based customer service solutions for Europe

Virtually-Scalable Customer Service is here

Many companies turned to work-at-home when they needed customer service continuity.
This will continue as a key element in their future service model

Virtually-Scalable Customer Service is here

Many companies turned to work-at-home when they needed customer service continuity.
This will continue as a key element in their future service model

SYKESHome Europe – where home-based agent solutions start

Work-at-home agent solutions for European customer service needs

Serving customers through home-based agents is not new and has become essential to many businesses faced with challenging business needs. Here, we explain the benefits and advantages of outsourcing customer service and technical support needs to an experienced work-at-home provider, skilled in the recruitment, training and deployment of home-based agents across Europe. SYKESHome brings many years of work-at-home programme management experience and the resources of a global leader in outsourced customer service solutions. Everything needed for success in deploying your virtual contact centre for Europe is here.

Core benefits

SYKESHome is a proven model for European customer service, bringing together talented employees, remote working expertise and technology designed for the virtual world.

Unlimited multilingual customer service

Well, virtually unlimited. Without the limitations imposed by travel-to-distance labour markets and building constraints.

Detailed talent mapping

For programmes needing fans, or experience, or qualifications, your needs can be fine-tuned to employ just the right people.

Complex support programmes

Where varied skills, training or certifications are needed, and across many countries, languages and lines of business, complexity is easily handled.

Seasonal and peak demand

Even the most extreme seasonal or intra-day or -week peaks are accommodated easily through the part-time and split-shift working preferred by home-based agents.

Best Practices

Success in work-at-home programmes requires the following:Success in work-at-home programmes requires the following: 

  • Employ the right people – with the right attributes to succeed at home
  • Have the right technology – so agent interaction and team support works
  • Be engaging – remote working can be hard, so make it work for all
  • Remain focused – remote working is different, so treat it differently

Coverage

Arabic
Bulgarian
Croatian
Czech
Danish
Dutch
English
Finnish
French
German
Greek
Hebrew
Hungarian
Italian
Norwegian
Polish
Portuguese
Romanian
Russian
Serbian
Slovak
Slovenian
Spanish
Swedish
Turkish
Ukrainian

Best Practices

Success in work-at-home programmes requires the following:Success in work-at-home programmes requires the following: 

  • Employ the right people – with the right attributes to succeed at home
  • Have the right technology – so agent interaction and team support works
  • Be engaging – remote working can be hard, so make it work for all
  • Remain focused – remote working is different, so treat it differently

Coverage

Arabic
Bulgarian
Croatian
Czech
Danish
Dutch
English
Finnish
French
German
Greek
Hebrew
Hungarian
Italian
Norwegian
Polish
Portuguese
Romanian
Russian

Serbian
Slovak
Slovenian
Spanish
Swedish
Turkish
Ukrainian

Best Practices

Success in work-at-home programmes requires the following:Success in work-at-home programmes requires the following: 

  • Employ the right people – with the right attributes to succeed at home
  • Have the right technology – so agent interaction and team support works
  • Be engaging – remote working can be hard, so make it work for all
  • Remain focused – remote working is different, so treat it differently

Coverage

Arabic
Bulgarian
Croatian
Czech
Danish
Dutch
English
Finnish
French
German
Greek
Hebrew
Hungarian
Italian
Norwegian
Polish
Portuguese
Romanian
Russian
Serbian
Slovak
Slovenian
Spanish
Swedish
Turkish
Ukrainian

Resource library

Scroll through the solution brochures below or view our videos in the resource library.

Use customer ratings to improve customer experience

Use customer ratings to improve customer experience

Customer ratings reveal what is working for them and what isn’t. They also indicate much about the effort customers perceive is being put into resolving their issue by the business. As a rule, some contact channels are more satisfying than others. For example,...

How the Pareto principle helps inform our customer experience

How the Pareto principle helps inform our customer experience

Widely known as the Pareto principle, the 80:20 rule states that, for many outcomes, roughly 80% of consequences come from 20% of causes. While Pareto originally established the principle from observing that 80% of the wealth in Italy belonged to only 20% of the...

Educating Customers is the Key to Best Service Channel Choice

Educating Customers is the Key to Best Service Channel Choice

When it comes to providing optimum customer experience, there are more services channels available than ever before. From traditional phone and email options to live chat, messaging and self-service, companies can tailor the model better than ever to meet customer...

Questions?

What are the advantages of a home-based customer service team?

SYKESHome teams are very agile, satisfying peak needs, of highly seasonal volumes with ease. Agents typically have fifteen years of work experience and college or university education. These are attributes that make a big difference to customer experience. Further information is available in our SYKESHome Europe infosheet or by contacting us.

How do you know agents are doing what they are supposed to?

OneTEAM is SYKESHome’s core technology platform. Developed internally, agents use this to raise their hand, ask questions, change status and many other things. From a management perspective, the platform tells managers whether their team members are in a call or chat and displays the key information necessary for effective management and reporting. More information is available by contacting us.

Is work-at-home secure for my company’s data and customers?

Security is a key consideration in any customer service programme. SYKESHome for Europe uses applicant profiling and checks, as well as multiple technology layers and behavioural analysis, to satisfy security requirements. Only SYKES-owned equipment is used, and no data is stored, downloaded or printed locally. For more information, please contact us.

Countries

Languages spoken

SYKES Employees

Discover more resources

Videos | Brochures | News

Get in touch with us to ask a question about home-based agent solutions

Pin It on Pinterest