By Charlie Laidlaw
SYKES is a NASDAQ-listed billion-dollar organisation with 50,000 employees in 70 centres worldwide. Here we talk to Bogdan Surdea, who leads our operation in Romania.
When did SYKES first open a centre in Romania?
SYKES came to Romania in 2010 and we are currently delivering caring interactions with 1700 colleagues out of five offices in four cities. On top of this we have a sizable Work At Home operation, which is constantly growing.
What kind of clients do you work with?
We first started in the technology/consumer electronics sector, and this remains an important part of our business, representing some 60-70% of our services. Additionally, we have expertise in travel, telecommunications, and Internet portals support.
What languages and countries do you work in?
We cover the main Western European languages and support client customers in countries from the UK to Italy, Spain, Germany, France, Portugal, Romania and Hungary. In addition, we also cover some other central and eastern European countries.
How has outsourcing changed in Romania in recent years?
Outsourcing has grown in Romania in the last 15 years, with an accelerated growth in the last seven years. Large enterprises have setup shared services centers (or global delivery centers) in the biggest cities in Romania. For example, in Cluj-Napoca, where SYKES Romania is headquartered, the compound annual growth rate for business services has been 11% since 2008.
How do you see the future of outsourcing?
Being in the field of IT-enabled services, we see the future in line with the latest tech trends – from robotics to automatic language translation. At SYKES we aim to be ahead of the curve by investing in companies which complement our engagement services portfolio and enable us to deliver a truly digital customer experience.
Our expertise is reflected in the Romanian Contact Center awards, in which we have been winners over several years – for example, winning Best Partnership and Best Contact Center.
This year we also won Best External Contact Center, Best Contact Center Advisor (Eugenia Cosma) and Best Contact Center Team Manager (Cristian Baran).