In this Issuu: Word From Rob Duncan . . . . . . . . 2 A SYKES News. . . . . 3-14 Employee Corner. . . . . . . 15 SYKES Health & Safety. . . 16-17 SYKES In The Community. . . 18-19
CALLING ALL SELFIE FANATICS! See page 6 for details!
A WORD FROM ROB DUNCAN
SYKES North America Team
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I wanted to take a moment to talk about one aspect of our People First approach and what it mean s for the future of our comp any. This is an exciting time to be a part of SYKES, because we are chan ging the way the call-center industry wo rks by thinking differently . As a company, we don’t manufacture prod ucts, we offer a service to th e community through our outstanding ag ents—both in sites and at-ho me. Our company is our people. Because of this, we are strivi ng to give the very best of ourselves ev er y day. We’re giving the ve ry best of ourselves when we’re think ing outside the box, not acce pting the status quo, and finding new ways to do our own jobs, or reinventing processes that do not work for our people or our custo mers. Innovations like OneSYKES , featured in this month’s Ge tSYKED, were created from feedback and insight from our people wh o take the calls. This type of continued innov ation is what will propel us for ward and change the entire industry of call centers. I try to turn my brain arou nd ever y day, so I can see th e company and my job from a different angle . I try to ask, “How can we?” I’m asking you to join me to do the same . To avoid thinking about do ing things a certain way because that’s the way we’ve always done them. Thinking differently will help to boos t our company to new and ex citing heights. I hope you are as excited as I am to be a part of this jou rney.
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Best Regards,
SYKES NEWS
Ingredients for Your Recipe for Success
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ore of our SYKES A+ Agents have shared great advice on things that make them successful at their job. Think about implementing these into your routine if you’re not doing them already!
re each call by always clear my mind befo any previous 1. I om removing any negativity fr interactions with others. ll. 2. Smile on each and every ca en pulling up the wh r lle ca e th e dg le ow kn ac 3. I always u Mr. Cardholder, yo k an Th : ng wi llo fo e th th account wi up how can I help today? I have your account pulled nt and immediately ve em th t le I y, gr an e ar ey 4. If th t them or at least sis as to ise om pr e th th wi e apologiz n. get them in the right directio ~ Bernita Weston
DO YOU CONSISTENTLY MEET OR EXCEED YOUR METRICS? IF SO, WE WANT TO HEAR FROM YOU! This section of the newsletter is devoted to SYKES A+ Agents -- a forum for employees to share and learn what other agents do routinely in order to perform at a consistently high level! Please email the key ingredient of your recipe for success to Home-GetSYKED@sykes.com.
Kudos from Clients
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very month, we will be sharing kudos from our clients directed either to an entire team or an individual employee. This month’s quote comes from CitiPrepaid, a client at the brick and mortar site in Bloomsburg, Pennsylvania. Congratulations to Lori Nevel and her team for doing what it takes to earn these words of praise!
“Just wanted to further iterate I really appreciate Lori’s professionalism responding to emails in a way that enforces the correct process without upsetting clients. Scripting only goes so far sometimes.”
Mike Magennis, VP Prepaid Sales Account Manager Citi Prepaid Services to Data Entry Agent Lori Nevel www.SYKES.com
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SYKES NEWS
Training through OneSYKES: Blowing Agent Confidence through the Roof
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uke Skywalker had Yoda. The Karate Kid had Mr. Miyagi. Katniss has Haymitch (well, at least on his good days) . . . We have OneSYKES.
Thrailkill has seen this in action. OneSYKES provides both new tools and resolves old problems that were obstacles to training.
OneSYKES, the new cloud-based technology platform that unites the best of legacy Alpine virtual technology with SYKES physical infrastructure, is opening up a whole new world of training possibilities. OneSYKES is eliminating barriers that slow down training while creating new opportunities for better coaching and hands-on learning. For new employees or even veterans being trained on a new account, training through OneSYKES means that the odds are ever in their favor.
“OneSYKES makes a huge difference for the at-home teams, because they no longer have to use their own PCs,” says Thrailkill. “Instead they get OneSYKES’ ‘Thin Client.’”
Shelley Thrailkill, new manager of operations at Langhorne, and former training and project manager, has been with the company for 14 years – first at Alpine and now with SYKES. She has personally trained hundreds of people and worked on the design and development of training for thousands. She is qualified to know what a positive change OneSYKES means for employees, clients and customers.
“In the past we spent a ton of time helping everyone configure their own equipment. If there were five or six people in a class, they would each have different computer issues, each unique to that person. We had to use a lot of class time to trouble shoot individual problems.” “With OneSYKES and the new Thin Client,” she says, “everyone is on the same platform, the same Citrix cloud. Everything is simpler – and if one person gets stuck we can solve it quickly. Just having everyone using the same technology means we can get to the
OneSYKES: Backstory
“By bringing the best of the best technology together, OneSYKES brought the people of SYKES together. It’s more than just a platform. It’s about the people.”
The OneSYKES portal is the marriage of multiple legacy technologies and practices from across the company. It adds improvements and enhancements to help SYKES reduce infrastructure costs while boosting performance and efficiency.
“This is a big win for us and the client,” she says. “OneSYKES brings people together. It opens doors to new things.”
PCs – at home and at physical sites – are being replaced by energy efficient “Thin Clients,” an energy-efficient hardware technology that delivers a secure desktop environment.
OneSYKES is transforming the way SYKES does business, creating a more personal experience for everyone. It means the company can hire, train, launch, expand and migrate client programs faster. Agents can find information more easily than ever before. OneSYKES accomplishes this by: • consolidating technology, so all are working from the same platform, at home and in a center • replacing outdated technology and integrating a virtual phone into the interface • providing access to information and tools faster than ever before 4 www.SYKES.com
OneSYKES is cloud-based and will enable employees to access schedules, policies and employment benefits information. It also provides access to the virtual desktop and phone and enables clients to view operations dashboards and agent performance data. Everyone will use the same OneSYKES to access the tools they need to excel at their jobs. Many of the features are available even on a mobile phone. OneSYKES means one system, one team, one company, anytime, anywhere.
business of training more quickly, instructing on how to handle calls and how to quickly access information that the customer wants. The difference is night and day.” In the centers, OneSYKES has also made training more effective. Before OneSYKES, training consisted of agents watching a Power Point presentation, before being moved to the “nesting” process, where they observed a trained agent taking calls. There was little opportunity for a trainee to gain real experience using the old SYKES system until they were actually live on the phone. It’s somewhat like showing driver’s education students a Power Point presentation about how to drive a car and then putting them behind the wheel. While it’s possible the new driver could navigate down the street safely, he or she wouldn’t drive with a lot of confidence and would probably go really slowly. But OneSYKES changes that approach, making all the tools an agent would use in talking with a customer available during training. Even the telephone handset is replaced by a virtual phone through the platform. This means trainees can use the system to make practice calls in the safety and security of the training room – or anywhere. “Being able to use the same system in training that we use in production has had a huge impact,” notes Thrailkill. “We can repurpose training time. We incorporate more role-playing, and more practice calls in the secure environment of training, and practice routing calls or escalating them. We can then debrief and coach on the spot, without the intensity of the call floor.”
Thrailkill sees immediate results from the OneSYKES integrated training. “On launch day, we don’t have people in a panic mode. They are not having to ask questions like ‘how do I transfer people,’ or ‘how do I get a supervisor?’ Agents have confidence because they can get their hands on the tools in training, and practice using them. It makes a big difference when they have to go out on the floor and talk to customers, when the pressure is really on.” Because OneSYKES as a virtual platform can be used anywhere, agents can also train sitting at their desks on the production floor. This approach was used in Milton Freewater when the entire site ramped up to launch the Capital One account, with trainers participating from international locations instructing 170 agents at one time. Thrailkill says the feedback from trainees has been amazing. “Their confidence level was through the roof. I could see it in their faces. They knew they could do it.” Their confidence is apparent to consumers who call in as well. “We began noticing right away on the CSAT that customers were complimenting agents by name. Because they could be competent and fluid with information, with more knowledge at their fingertips, our agents were making a bigger impression on the customers they helped,” says Thrailkill. Thrailkill is clearly pleased about OneSYKES and its ability to help create more effective training. But she adds that OneSYKES is more than just technology. “By bringing the best of the best technology together, OneSYKES brought the people of SYKES together. It’s more than just a platform. It’s about the people.” S www.SYKES.com
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SYKES NEWS
Nikon Team Finds Fast Answers and Happy Customers Saying “Wow!” with OneSYKES
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he Nikon customer on the other end of the phone needs help. She is polite and calm, but she is still at the end of her rope. And all too ready to return her new Nikon camera if she can’t figure out how to connect it to WiFi – her reason for the purchase. The customer gives SYKES agent Octavia White the camera model number. “Let me look that product up for you,” Octavia says. Within seconds, Octavia is troubleshooting, with the information she needs on her screen. “Wow!” the customer says at the end of the short call, after Octavia has not only solved her problem, but also pointed out additional features of her new camera that the customer was unaware of. “I am impressed with your troubleshooting skills,” the customer says, happy and relieved. She says her husband works in IT and was unable to resolve the problem. “I just thought if my husband can’t figure it out, then we’re just doomed.” Thanks to OneSYKES, Octavia came to her rescue. Octavia’s search pre-OneSYKES – for the specific product out of more than the 500 that Nikon sells In this Issuu:
“With OneSYKES your results will go up. You’ll be more confident. And customers are going to be happier. OneSYKES is a win for everyone.” -Agent Tim Wilhere” Joe Dooling, SYKES Director of Account Operations, explains how the OneSYKES platform has made the lives of his Nikon team easier. “On a basic level, OneSYKES removes the challenges of keeping everyone connected and makes it simple to deliver the answers that Nikon’s customers are seeking. I can communicate to my team easier, agents can do their jobs faster and with fewer headaches, and Nikon customers leave the phone feeling satisfied.” S
CALLING ALL SELFIE FANATICS!
Duncan . . . . . . . 2 A Word From Rob 4 SYKES News . . . . 3-1 . . . . . . . 15 Employee Corner SYKES Health . . . 16-17 & Safety SYKES In The . . . 18-19 Community
We invite you to participate in the SYKES Selfie Contest. Below are the requirements:
CALLING ALL S! SELFIE FANATIC
ails!
See page 6 for det
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-- would have taken several minutes, with lots of potential, “May I put you on hold for a minute?” while the information was loading. Everyone at SYKES knows that seconds count when there is an anxious customer on the phone. But the Nikon team was one of the first to integrate the OneSYKES platform into their account, and it reduced the time needed to look up product information from minutes to seconds.
• SYKES logo must be present in the picture • Be creative with it- show off your fun and goofy side! • No provocative poses please- we know it’s tempting, but try to keep the photos PG! • At home agents- we’re talking to you too! Grab your SYKES headset and computer and take a selfie. Round up your coworkers, show off your SYKES spirit, and most importantly, have fun! Everyone in the winning selfie will be sent a gift card & could end up on the cover of GetSYKED! Send pictures to Home-GetSYKED@sykes.com
OneSYKES Video Shoot: Langhorne Goes Hollywood
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YKES Langhorne was recently featured in a short video to promote the new OneSYKES platform-detailing the surge in customer satisfaction and agent confidence as a result
of the transition to the new technology. The video was used in global meetings with all SYKES leadership. A big thanks to SYKES Langhorne for participating in the video! S
Becky
Shelly
Joe
Tim
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SYKES NEWS
People First Profile: Alex Simon Teaching His Team to Dance to Success
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lex Simon dances his way to success at SYKES. Yes, dances. You thought we were just a call center business, but Alex’s background as an accomplished dancer has pirouetted him—and his team—to recordbreaking achievements.
To understand the secret to Alex’s success as a team lead for one of SYKES’ major telecommunications customers, we have to start at the beginning. Alex was using a People First approach to achieving his dreams back when he was a boy—long before SYKES and our People First motto. An important ingredient to People First is giving the very best of ourselves. At 13, Alex started his dance career. He gave the best of himself through working very hard in dance which earned him a spot in Guys and Dolls on Broadway and then a scholarship to the prestigious University of The Arts in Philadelphia. Alex was diligent and Alex’s Team
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ended up in traveling performances at the worldrenowned Joffrey. “To perfect my craft, I emulated what I saw from great dancers and then practiced and practiced in street performances,” said Alex. “That’s what I do at SYKES, too. I emulate the great characteristics I see from excellent leaders and then practice until I get it right.” Alex came to SYKES after he closed his successful dance studio in the Virgin Islands. The economy crashed there, prices skyrocketed to five times what they were in the U.S. and thousands of people lost their jobs in a matter of months. He moved to Lakeland to try and figure out his next steps in life— and dance—and found SYKES. “I love what I do at SYKES. Every day is a new performance and I can’t imagine leaving the team and success I’ve found here,” added Alex. “I work to emulate what I see from great leaders who are investing in me and teaching me how to provide the very best leadership possible to my team.”
Alex Simon
Ask Alex’s team and they’ll tell you that they rely on his consistent formula of coaching, inspecting, praising and holding everyone accountable. They’ll also tell you that he starts every day with fantastic, energizing huddle, where they discuss the key points of what went well yesterday and what they’ll do even better today. Then the curtain goes up, his team is brought online for their calls and show begins. “Every day is a performance and each caller is an important member of our audience. We talk a lot on our team about how our entrances (the call greeting) and exits (call closings) really matter. They have to be rehearsed, coached, evaluated and celebrated so that we can make sure each customer that calls receives the same high quality care.” “Alex talks a lot about pageantry and showmanship, but he’s also very strategic,” said Thomas Pais, Alex’s manager. “He puts everything he accomplishes with
his team on paper and we see a balanced approach of coaching and accountability. I believe the rapport Alex has built with his team is the largest contributor to that team’s success.” While Alex knows each member of his team very well, their work styles, their family lives, their hopes for their career, he also builds competitions that work well to inspire the unique aspects of the personalities on his team. For example, Alex’s Two for Tuesday competition pairs a seasoned team member with a new teammate in a buddy system competition. When the pair, together, hit the daily goal, they both receive the rewards and a dance-party celebration. “We celebrate each and every achievement—big and small,” said Alex. “It keeps us joined together in our work and helps us dance through another day.” S
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SYKES NEWS
People First Profile: Kari Rezak Hello Kitty Hello Success
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he gives them a sunny smile to start their day. Then a cheerful greeting. “Hey, how’s it going?” Kari will likely ask about a family member mentioned in a previous conversation. It’s the way Kari Rezac, Team Manager for one of SYKES’ international banking clients, greets her team members when they report for work each day.
Kari’s approach to leadership – connecting with her people in a meaningful way – is part of her “People First” mentality and a key reason why her team consistently performs above expectations our client’s operations at Lakeland SYKES. She perhaps takes inspiration from her favorite character, “Hello Kitty,” who is known for being bright and kind-hearted. “Kindness is the essence of true leadership,” Kari says. “It means remembering things team members have shared about themselves and their families, and also doing everything possible to adjust work schedules to accommodate their personal lives. Our clients’ business needs won’t always allow me to make the adjustments, but I always try and usually I’m able to make the necessary schedule changes.”
To help promote improved attendance, Kari created a bracket elimination challenge (similar to the NCAA basketball brackets) for her team -The Attendance Single Elimination Challenge. Team members stay “in the game” until they miss a full shift, at which point they are eliminated from competition. The person remaining advances to the next bracket, as though they are a basketball team winning a game. The final winner receives a $20 cash award.
These methods work – Kari’s team had the best attendance at the Lakeland center for the month of April. Amy Deaton, Kari’s account manager, values the inspirational skills Kari brings to her team. “Kari is a great team motivator – because of her positive attitude and her attention to her team, they excel in everything they do. She really cares about her employees and puts them first.” Kari finds focused, friendly, and fun ways to work with agents to help them get top scores. “Not every approach works with all personalities,” she says. “I customize to the person.”
Kari’s “sidekick,” Hello Kitty, is a part of her motivational secret. She runs a competition among her agents to help motivate her team to achieve as close to perfect.” Her Hello Kitty--Hello 100%’s scorecard displays the number of 100 percent quality scores each agent received that week. Those with the highest number of 100 percent scores see a Hello Kitty sticker by their name. The agent with the most 100 percent scores after eight weeks wins a pair of movie tickets. Hello Kitty helps drive her team to take top scores routinely at Lakeland. “Being a leader is about sharing a little about yourself,” says Kari. “The whole team knows I love Hello Kitty.” Kari’s “Hello Kitty” leadership style isn’t just personable. It’s creative. It’s kindness meets competitive.
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Kari Rezak
Kari – whose smile comes naturally – counsels her team members to smile during their calls to help them sound friendly. This was a challenge for one team member, who struggled with sounding upbeat. Rather than just hounding him to smile, Kari put a face mirror on his desk in front of his computer screen. “I told him to check the mirror while on the phone to see if he was smiling. We both laughed about the silliness of it, but over the next few weeks I saw him trying to smile on his calls. The difference was soon remarkable. I played a recorded call made while he was using the mirror and compared it to his earlier calls. We proved the saying that the customer can hear your smile. He did it!” Kari didn’t seek out a career in call center management. She graduated magna cum laude with a degree in fashion design from the Savannah College of Art and Design in Savannah, Georgia. Her fashion career took her from New York City to Germany where she was a sport lifestyle brand designer for PUMA AG. In Germany, she gained further experience in marketing and working for an international corporation, while honing her command of the German language. Kari had been a foreign exchange student in high school in Germany and was influenced by her father – who speaks six languages – to learn German fluently. Her Dad became ill in 2012 and she moved back to Lakeland to be closer to him. It was then that Kari found SYKES.
From the label agents can see how their score stacks up compared to their colleagues’ scores, and if they have exceeded their own top score from previous weeks. Agents who collect three labels win a $10 gift card. “Once no more labels fit on the batons, I remove them all and start over,” Kari explains. “As the batons fill up, the agents get slightly more competitive since there is less time to reach the coveted third label.” The former design major adds, “The more visual you can be, the better the numbers.” And her numbers prove her point. Her team often earns the top scores at Lakeland, and recently scored 12 percentage points higher on the quality goal set by the client and 2 percentage points higher than goal for Adherence. Thinking about her next personal goal, Kari says, “I want to go back to Germany and stay at SYKES.” Fortunately SYKES is giving her the opportunity to pursue both, and she has applied for an open Program Manager position at SYKES in Pasewalk, Germany. “The chance to go back to Germany is just another opportunity given me by SYKES,” says Kari. “I am very grateful. SYKES has meant great opportunity and working with great people. I love it!” Wherever Kari ends up, there is no doubt her smile and “Hello Kitty” (or as they might say in Germany, “gutan tag miezekätzchen”) attitude will carry her and her teammates to continued success. S
“I needed a job when I came back to Lakeland. I came to work for SYKES as an agent and was promoted. I didn’t know what I was getting myself into, but it was an opportunity and I took it. That’s what SYKES has meant to me – opportunity.” Another competition Kari created was her “Best Baton” awards. She created brightly colored batons for each of her four most important KPIs: Average Hold Time (AHT), Wrap, Quality and Idle (Adherence). During each agent’s weekly Personal Evaluation Plan (PEP) review she awards the top agent in each category with the appropriate baton, which the agent displays on his or her desk for a week. Kari affixes a label to the batons each week with the name of that week’s winner, the date and winning score. Batons www.SYKES.com
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SYKES NEWS
SYKES Employee Relief Fund-What Is It?
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he SYKES Employee Relief Fund had reached its one year mark of serving, saving, and securing the needs of SYKES employees and their families. Through hard times or catastrophic disasters, the ERF has been there to lend a helping hand and offer life-saving support to the people who matter most to SYKES – our employees. The Fund The SYKES Employee Relief Fund (ERF) is a tool designed to raise and distribute financial assistance to employees that face hardship as a result of natural disaster, life-threatening illness or injury, death, or other catastrophic or extreme circumstances that go beyond the employee’s control. “This was such a blessing for us,” said one recipient. “I have cancer, no insurance and a $100,000 medical bill to pay. Having our house payment and utilities paid for this month was wonderful. I cannot ever thank you enough for this help. My husband and I cried with relief for a month without worry. Bless you all for this.”
HOW TO GIVE Continued donations will provide peace of mind to even more employees within our SYKES family. The two easiest ways to give include a payroll deduction or an online donation. To make a donation, apply for a grant, and learn more about the SYKES Employee Relief Fund, visit www.SykesERF.com today. The Beginning Keenan Alexander, a SYKES senior business analyst, helped the ERF grow into what it is today – a fund that has raised nearly $150,000 and helped 106 families in crisis in its first year. “SYKES is a culture of charity,” Alexander said. “When the Black Forest fire blazed across Colorado in 2013, the SYKES Denver office quickly gathered supplies to help fellow employees affected.” After assisting in those efforts, Alexander was inspired to find a way for SYKES to give on greater scale. “SYKES – from the brick and mortar side to at-home accounts – has always found a way to take care of people when they need it most,” he said. “But we were missing an organized, formal way to distribute funds more efficiently to hurting employees across North America, on behalf of the entire organization. That’s where The Denver Foundation came to our rescue.” The Foundation While searching for innovative ways to give, Alexander found a solution in The Denver Foundation. The 90-year-old foundation specializes in partnering with businesses, families, and individuals for philanthropic causes – like providing basic human needs and economic opportunity for the metro area. Neither Alexander, nor the foundation, had ever created a fund of this size or type. Together, they worked to custom-design the SYKES Employee Relief Fund model.
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“SYKES ERF is unique because it supports individuals,” said Kelly Purdy, philanthropic services director and charitable projects specialist for The Denver Foundation. “While we had been interested in this type of fund, no one had ever come to us and asked us to create it. That is, until SYKES,” Purdy emphasized. “Studies show that these type of funds provide financial relief in key moments, when people are at a turning point in their lives. Through the fund, SYKES turns people away from the brink of homelessness, hunger, and disaster situations.” The Denver Foundation collects ERF donations and handles the recipient application process for all North American employees. They are an important ally in ensuring funds are granted anonymously, fairly, and with administrative expertise. Every week, the foundation reviews applications and approves grants that fulfill the guidelines. An applicant can receive up to $1,500 per application and situation. If the application meets the requirement guidelines, recipients can expect relief to arrive within the week of approval. The Denver Foundation distributes grants directly to cover hospital bills, mortgages, tuitions, and other needs, all while ensuring recipient information is kept private.
WHAT IS THE EMPLOYEE RELIEF FUND? When disaster strikes, it is comforting to know members of the SYKES community have the ability to support one another. The SYKES Employee Relief Fund is a program that raises and distributes financial assistance to employees that experience financial hardship due to a qualifying event in an efficient and anonymous manner.
QUALIFYING EVENTS
To date, employees have contributed $36,710, while corporations have contributed $105,000. For all their work, The Denver Foundation only charges about 2 percent of the fund amount to cover operating expenses. Approximately 98 percent of all ERF donations go directly to SYKES employees. The Future “I am very appreciative for the assistance provided through the ERF to help with the burial costs for my husband, said one recipient. “I have 2 young boys and need to save all I can to ensure they have enough money for college and a bright future.” The stories are heartbreaking, but each grant is healing employees and their families. The Golf Classic helps grow the fund, but the longevity of the ERF lies within the hands of each SYKES employee in a position to give. “In a personal or financial catastrophe, we know $1500 won’t make it right,” said Purdy. “However, it still hugely impacts the receiver. It keeps them under a roof, able to feed their children, and able to keep their job. It’s all made possible when people reach out and help their fellow employees. We are so proud to be a part of what SYKES is doing with the ERF.” S
Natural Disaster
Life-Threatening Illness or Injury
Catastrophic or Extreme Circumstances Beyond The Employee’s Control
Death www.SYKES.com
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SYKES NEWS
SYKES Celebrates Employee Relief Fund’s First Anniversary with Golf Classic
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ock formations jut high into the clouds, towering over meticulously groomed fairways. It’s a serene skyline scene at The Arrowhead Golf Club just outside Denver, Colorado, and a stark contrast to the activity below. Volunteers are busy with tournament preparations – carrying clipboards and hustling food, refreshments, and scorecards to various teams. Golfers are warming up, soft whiffs sounding with each practice swing. What looks like a typical corporate outing has service – and people – at its heart. The very first SYKES Employee Relief Fund Golf Classic will raise $41,000 to benefit SKYES employees in need. “I love a purpose,” said Clare Hart, a sponsor with SterlingBackcheck and Golf Classic attendee. “I think everyone goes through life and experiences challenges. Everyone has setbacks. It’s nice to know that when that happens, people are there for you.” Hart joined 77 other vendors, sponsors, and golfers in support of the SYKES Employee Relief Fund at the very first Golf Classic. In the ERF’s first year, employees have contributed $ 36,710, while corporations have contributed $ 105,000. All in all, the ERF has brought in $ 141,710 in order to assist employees who have encountered recent hardship.
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Thanks to the contributions of SYKES employees and supporters, 106 families have received relief. As tired golfers wrap up 18 holes, they gather in the clubhouse to share scores and stories. Most vendors and sponsors are also SYKES clients – giving not only their corporate dollars, but their personal support to the SYKES organization. “We have such a good relationship with SYKES, and we are so proud of the work they do,” said one golfer. “No one should be ashamed of a setback. At SYKES, employees are helping each other in a way that is so compassionate, charitable, and inspiring. It’s like nothing else.” S
How to Give Continued donations will provide peace of mind to even more employees within our SYKES family. The two easiest ways to give include a payroll deduction or an online donation. To make a donation, apply for a grant, and learn more about the SYKES Employee Relief Fund, visit www.SykesERF.com.
EMPLOYEE CORNER
SYKES and Fatherhood
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une 21st marks yet another day to honor and show appreciation towards dads all over the country--Father’s Day. As many people know, fatherhood has a way of seeping into many different aspects of life, including work. There are many proud fathers throughout our SYKES family- one of whom is at home agent, Thomas Stroud.
understand the time I dedicate to my work. I use it to teach them the value of working hard and doing your best.” He continues, “Working from home gives me the opportunity to remain close while still being productive. They know that when I am at work, I am at work, but in my time off I am completely available to them and open to their needs.”
Thomas Stroud, an agent for SYKES and father of three girls ages 26, 24, and 21, is very involved in his children’s lives. Rather than attend traditional schooling, his daughters were home schooled. During those years, Thomas was more than a dad, he was a teacher, and still views himself as a coach and mentor as his girls attend college. He explains how being an employee at SYKES gives him the opportunity to remain fully engaged with his children.
It’s obvious that Thomas is extremely proud of his daughters and everything they have accomplished thus far.
“Working for SYKES,” Thomas says, “allows me to spend time working with my daughters on getting through college and in their general lives.” Although working from home comes with the possibility of blurred lines between working and home life, Thomas has no problem keeping the two separate. He even uses his working situation as a lesson to his daughters. He says, “Because my children are older, they
“Being a father you get a great deal of satisfaction knowing you have raised your children well. Each of my girls are amazing young women with great potential and give me much to be proud of,” says Thomas. His oldest daughter works locally for a bank, while the others are finishing and continuing school. His middle daughter recently graduated Summa Cum Laude from the University of Texas at Arlington with a degree in broadcast communications, while his youngest is working towards a degree in arts and technology at the University of Dallas. This year, the week of Father’s Day will call for two celebrations for his family, as his wife’s birthday falls within the same week. Thomas plans to spend the day with his family as they celebrate both he and his wife. S
L to R: Jessica, Rachel, and Corrinn Stroud; Thomas’ three daughters www.SYKES.com
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SYKES SAFETY
Get Moving!
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n the last few years, you may have read about the dangers of a sedentary (non-active) lifestyle. Most of our days involve sitting at a desk, sitting at a table, or sitting in meetings. A lack of physical activity has been shown to be a risk factor for disease and thousands of people die each year from the negative health impacts of inactivity.
Even a little more movement during the day can contribute to better health and lower risk of heart-related problems.
Here are some facts: • Less active, less fit persons have a greater risk of developing high blood pressure.
• Physical inactivity may increase the risk of certain cancers.
• Lack of physical activity can contribute to feelings of anxiety and depression.
• Overweight or obese people who became more physically active significantly reduced their risk for disease. • Inactivity tends to increase with age.
Lakeland I site in Florida knows how to incorporate exercise into their working lives! This photo shows their weekly one-on-one team lead meetings. By walking outside, the Lakeland I site has found a simple solution to adding fitness into their routine.
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It is important to make time, every day, to take “movement” breaks as often as possible (and as your schedule permits). Many employees are reporting that they are doing more meetings while walking, rather than meeting in a room. When they can, they are stepping outside to get a breath of fresh air. They are taking the stairs instead of elevators or escalators. They are parking their cars further away from their destinations so that they will walk more. On weekends, they are planning fun, active family outings that involve movement. What will you do to get moving?
How does even a little bit of movement benefit your heart? Suggested Activities: • At your desk, if you are frequently on the phone, you may wish to stand (if you can) rather than remaining seated in your seat. • When in meetings, stand (if you can) • If you use public transportation to get to work, try standing, rather than sitting on the bus. • Every hour or two (or as often as your schedule will permit), take a walk down the hall, even if it’s a short walk.
SEE MORE IDEAS AT: www.letsmove.gov/active-families
Fire Prevention
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he safety and wellbeing of SYKES employees is extremely important to all of us. In order to maintain the welfare of all employees, established procedures exist in the event of a fire. Please review these simple procedures in order to ensure everyone in our SYKES family remains safe.
PREVENTION IS KEY!
Remember these actions in order to keep your space as safe as possible.
Employees should: • Immediately sound the alarm in a fire emergency
How to Prevent Fire Hazards: • Dispose of trash in the appropriate receptacles
• Exit the building immediately during an emergency evacuation
• Do not use multiple extension cords or outlets
• Recognize and report any potential hazards immediately • Act appropriately if an event occurs know what to do and where to go
• Do not use any old electrical cords, appliances or equipment • Store combustible liquids, such as cleaners and paint, appropriately S
• Remember, only designated and trained professionals should attempt to extinguish fires or use fire extinguishers, and only after sounding the alarm to alert others of the danger. www.SYKES.com
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SYKES IN THE COMMUNITY
Lakeland Bowl-A-Thon
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n Saturday, May 30th, Lakeland sites 1 and 2 hosted a second annual Bowl-A-Thon benefitting Junior Achievement! Months prior to the event, both sites hosted fundraisers to raise money for the organization, the culmination of which was the Bowl-A-Thon.
Ticket granting entry to the Bowl-A-thon
A group of SYKES employees supporting Junior Achievement in fun costumes.
Bloomsburg Site Participates in Crime Awareness Walk
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he site in Bloomsburg is at it again! Employees recently participated in the Berwick Area Community Crime Watch Walk. The purpose of the walk is to show community interest and involvement in the effort to take back the streets. Participants walked 1.2 miles through town while enjoying the company of many residents; including the Mayor of Berwick and the Columbia Country Treasurer. S YKES employees walking to support community Crime Awareness
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SYKES Amherst Makes a Splash
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YKES Amherst recently participated in a Gelatin Splash in order to raise money for the Leukemia and Lymphoma Society-an organization that exists to find cures and ensure access to treatment for blood cancer patients. In total, SYKES Amherst raised $526 for the society!
Jonathan Suro, Director of Operations at SYKES Amherst and Leukemia survivor, preparing to slide into the jello
SYKES Denver Donates to USAFA
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he Denver Headquarters donated both an Xbox 1 and Playstation 4 to the 407th AEG/ECES MSAB Fire Department. These donations aided in 60 Airmen completing a 6 month deployment, and continue to help boost morale and camaraderie within the unit. As a token of their appreciation, the unit presented a real firefighting helmet to SYKES, signed by all of the Airmen directly affected by the donation.
Shannon and James Allen present the Firefighting helmet to Rob Duncan and Paul Inson. www.SYKES.com
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