Led by a vision to make a positive impact in the lives of its people, SYKES fosters a workplace culture that prioritizes engagement, inclusivity, and employee growth.
A Global Leader in Customer Engagement
Founded in Tampa, Florida, in 1977, SYKES, now part of Sitel Group, is a global leader in business process outsourcing and customer engagement services. In 1997, it became the first multinational contact center in the Philippines, providing exceptional customer support to Global 2000 companies through voice, email, chat, and social media platforms. With over 55,000 employees worldwide, SYKES employs 17,000 individuals across seven sites in the Philippines, including five in Metro Manila and two in Cebu. Recognizing employees as its greatest asset, the company implements strategies to help them work, learn, and grow within the organization.
A Comprehensive Approach to Talent Retention
SYKES’ talent retention strategy focuses on six key areas: work-life balance, training and mentorship, educational support, open communication, engagement activities, and competitive compensation and benefits. This comprehensive approach creates an empowering workplace where employees thrive both professionally and personally. As company founder John Sykes once said, helping people is in the company’s DNA. This philosophy extends beyond clients to employees, as demonstrated by initiatives introduced during the COVID-19 pandemic, including remote work setups, virtual training sessions, online support platforms, mental health seminars, and financial assistance. These efforts ensured business continuity while safeguarding employee well-being.
Commitment to Diversity, Equity, and Inclusion
SYKES is committed to diversity, equity, and inclusion across its operations. It adheres to equal employment opportunity laws and maintains transparency through the annual Gender Gap Report and Human Rights Policy, which align with international human rights principles. Hiring, compensation, and career advancement are based on qualifications, performance, and experience—irrespective of age, sex, gender, or race. The company also funds employee engagement clubs and interest groups such as dance, outdoor activities, motorcycling, and gaming communities, fostering a collaborative culture enriched by diverse perspectives.
Open Communication and Employee Engagement
Employee feedback plays a key role in shaping SYKES’ workplace culture. Through platforms like Voices, a series of town hall meetings, employees engage with leadership to ensure transparency and alignment toward shared goals. Voices Online provides a digital space for employees to submit feedback easily, while an annual Global Employee Survey assesses job satisfaction and informs ongoing improvements to workplace policies and engagement initiatives.
A Future-Focused Sustainability Plan
Looking ahead, SYKES has set a five-year sustainability plan focused on expanding social programs, integrating new KPIs into its social framework, and enhancing its Diversity & Inclusion Global Program to attract, retain, and develop top talent. A subcommittee under the Global Governance Council oversees these initiatives, driving their successful implementation. The company’s recognition as one of the Top Workplaces in Asia marks a significant milestone in this journey.
Shanggari Balakrishnan, Chief Executive Officer, MORS Group - It’s one thing to train your employees to excel professionally; it’s another to help them achieve their personal goals. SYKES is interested in both, which says a lot about its values as a leading global employer.
Dr. Jayanthi Desan, Lead Jury, ACES Awards - SYKES’ commitment to the growth, development, and well-being of its employees speaks of a workplace culture that helps people become the best version of themselves.
