Home-based customer service solutions for Europe
SYKESHome for Europe – where home-based agent solutions start
Work-at-home agent solutions for European customer service needs
Welcome to SYKESHome for Europe. Here, we explain the benefits and advantages of outsourcing your customer service and technical support needs to an expert work-at-home management team, skilled in the recruitment, training and deployment of home-based agents in a European environment.
Based on many years of work-at-home agent programme management experience and the resources of a global leader in outsourced customer service solutions, SYKESHome for Europe brings together everything needed for successful deployment of the virtual contact centre in a European environment.
Core benefits
SYKESHome is an innovative model for European customer service, bringing together talented employees, years of programme management experience and a proven enabling technology layer.
Unlimited multilingual customer service
Well, virtually unlimited. Without the limitations imposed by travel-to-distance labour markets and building constraints.
Corporate social responsibility
From pollution caused by commuting to including groups that cannot travel and work in a conventional workplace, SYKESHome helps.
Talent matching
For programmes needing fans, or experience, or qualifications, your needs can be fine-tuned to employ just the right people.
Seasonal demand peaks
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.
Resource library
Scroll through the solution brochures below or view our videos in the resource library.
SYKESHome Europe
SYKESHome is a home-based agent customer support solution that delivers a comprehensive suite of distributed workforce and outsource capabilities across Europe.
The future of outsourced customer service!
At SYKES, we believe that for many people working from home is the future. Delivering a highly flexible solution to many business needs, SYKESHome is outsourced customer support that makes it happen.
SYKES Shared Resource Group
SYKES Shared Resource Group (SRG) provides quality, high performance customer support for small programmes with multilingual and multichannel complexity.
SYKES Returns Management
What was once considered good customer service is no longer good enough. But as companies make improvements to service levels, customers will always
expect more.
SYKES Case Study
The Benefits of Adding Business to an Outsourcer Agreement.
SYKES Case Study
Work-at-home is a quality solution to meet growing customer service needs.
SYKES Case Study
Powder Design B2B/B2C Fulfilment.
SYKES Case Study
Delivering success through a work-at-home/in-centre blended model.
SYKES Case Study
Time-sensitive fulfilment programme for a global banking client.
What do work-at-home agents think?
Previous employment, I travelled 3 – 4 hours each day. Now I have that time back, I’m much happier.
As I suffer from a long term illness working from home means I can work more days as I no longer need to worry about the commute each day.
I work for SYKESHome because it fits in around my family life perfectly. The Company make you feel well supported and you never feel ‘alone’ even though you’re at home!
Being able to work part time has allowed me to work with council services to better care for my ill child.
Work at Home really works for me; Being a person that is interested in balance and wellbeing, from a personal perspective as well as environmental aspects. I help the environment a bit by not using my car on a daily basis, I help, by choosing not to be part of highway congestion in the morning. I do not have to go through storm and bad weather to reach the office. I am at home, with a cup of coffee in my hand, speaking to those customers that need my advice.
Best Practices
To succeed with work-at-home customer support programmes, the following must be adhered to:
- Employ the right people – choose those that engage well virtually
- Use technology well – for collaboration, communication and friendship
- Be creative – engaging remote employees demands imagination and focus
- Empathise – serving customers is tough, doing it remotely is still tough
Removing the gap between online and offline CX intelligence
The experience of the past few months has shown that automation and self-service could play a significant role in future CX models. Self-serve functions go beyond simple FAQs, becoming an empowerment tool that guides both customer and agent. And automating repetitive...
The new customer experience must be effortless
2020 is a year that very few businesses will forget, and we are still only halfway through. As companies start to consider what comes next, focus needs to be on making the customer experience as effortless as possible. This might mean adapting processes, reviewing...
Text heavy or user friendly? – Ensuring the right balance for self-serve resources
Companies are constantly looking for new ways to improve the customer experience and enhance their customer service. And, as we consider the increasing influence of digitalisation in customer support, self-service is an area of particular interest for many businesses...
Questions answered
Why should I consider a home-based agent team for customer service? What are the advantages?
SYKESHome teams are very agile, satisfying peaky demand, or high seasonal volumes. And home-based customer service agents typically have around fifteen years of work experience and a college or higher education, which can be valuable if programmes need specific skills that are not readily available close to a contact centre building. 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 the enabling technology platform we use in home-based programmes. 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.
Get in touch
Get in touch with us to ask a question about home-based agent solutions.
