I’m—I’m—I think I’m nervous.
[music]
The English language is critical for SYKES and our clients.
We provide customer service and technical support to Fortune 1000 companies
all over the world.
And basically the service we provide is in English.
When you think call center, you think only about the phone, but also our business requires
written skills.
You can provide service through an email, through live chat, and also you need to document
for problem resolution.
Many things can go wrong if a customer service agent does not have the right language skills.
If you are in the escalation queue, typically you might hear a complaint when the customer is angry.
The customer might have difficulties understanding the agent.
He will think that the agent is not knowledgeable and is not able to solve the issue.
We need to hire the right level of English to be able to do the job well.
We’re an extension of our clients, building loyalty to the company brands, so you try
to have individuals that are very well trained, friendly, with good communication skills,
and the best possible English you can find.
Providing good service, in English, that’s how we become an added value for our clients.
In the past years, many global companies are opening operations in different countries.
SYKES has been a part of that.
You see governments with language programs all over.
This explosion and the need for shared services, contact centers, call centers, has increased
the demand for English-speaking employees all over the world without a doubt.
[music]