The SYKES Home Powered by Alpine Access team pioneered the virtual call center model 14 years ago to give our clients access to the best customer service professionals in the nation.
The unique ability to hire highly qualified, home-based employees located anywhere in North America has enabled SYKES Home Powered by Alpine Access to consistently meet or exceed all client expectations. We have the knowledge, experience and resources to skillfully match agents to our clients’ specific needs and requirements. We receive an average of 300,000 applications per year and hire less than 2%! As a result of our selective hiring process, our clients benefit from shorter hold times, higher customer satisfaction and reduced support costs.
SYKES Home recruits from across 40 U.S. states and 11 Canadian provinces. The employees we hire meet the highest customer service standards as well as have experience and skills that match specific client criteria. Our diverse workforce includes stay-at-home parents, retirees, veterans and spouses of military, students and people with impaired mobility.
With access to the largest talent pool in North America, SYKES can locate and hire people with an affinity to the product or service they support, also known as “uber fans.” As users of a client’s products or services, agents have a deeper knowledge base, faster speed to competency, and an intimate understanding of customer’s needs. The unique perspective that these highly qualified agents bring is why our remarkable service delivers improved customer satisfaction, loyalty and profitability.
Our agents are thoroughly trained on client-specific program requirements, including mandatory state or federal disclosures, such as those required by the Truth-in-Lending Act, Fair Debt Collection Practices Act, Payment Card Industry Compliance, and more.
Continuous Quality Management
Delivering remarkable service to your clients is our brand promise which is why we are committed to ongoing quality management and improvement. Some of the measures we take to ensure we deliver the highest quality are:
- Real-time quality monitoring
- On-demand access to call recording
- Relative performance ranking
- Custom ROI measuring