Sykes in Norton, is it a pretty good ...

Sykes in Norton, is it a pretty good place to work?

Posted in the Norton Forum

ACS Guy

Chesterfield, MO

#1 Nov 9, 2011
I currently work at ACS in Pikeville KY, I am thinking of making the move to Sykes in Norton. The drive is about the same, 45 minutes to Norton Sykes, 45 minutes to Pikeville ACS. I have several years of call center experience, all in the mobile phone industry, and I am really thinking about a change, the change of scenery as well as the change of industry might do me good.

Can anybody give me any info about Sykes? What kind of client to you service? Is it all calls, if so, are they inbound, outbound, or both? Or are some of the jobs there strictly data entry? If phone calls, how is the call volume? Are calls back to back or do you get a small breather between calls?

Are the benefits decent? Is the pay structure good? Any type of bonuses available if you do a good job?
Uuh

United States

#2 Nov 9, 2011
Sykes is no where near norton. It's closer to coeburn than norton. It's in wise near the airport & new Christian school. You work for the military bank usaa. You rarely make outbound calls, but there are special circumstances where you could/would. At least that's how it was when I was there. It's a job with halfway decent pay with the normal call center drama. There is favoritism, crappy employees and management, drama & lots of cheating.
ACS Guy

Chesterfield, MO

#3 Nov 9, 2011
thanks for the info.

Are you paid by the hour there? How is the call volume? Can you bonus if you do a good job?
Uuh

United States

#4 Nov 9, 2011
It's 9 dollars an hour for most people. The call volume depends on a lot, how many people are there or if it's military payday or near a holiday. There are some days they are begging people to go home cause theres an hour between calls, other days calls are back to back to back with no down time your entire shift. You get a small incentive each pay check as long as you meet all the requirements, a certain percentage of 'passed' monitors, no call ins etc.
hmmm

Chesterfield, MO

#5 Nov 10, 2011
Uuh wrote:
It's 9 dollars an hour for most people. The call volume depends on a lot, how many people are there or if it's military payday or near a holiday. There are some days they are begging people to go home cause theres an hour between calls, other days calls are back to back to back with no down time your entire shift. You get a small incentive each pay check as long as you meet all the requirements, a certain percentage of 'passed' monitors, no call ins etc.
thanks, I might look into it, sounds like a nice change when compared to ACS. There, the most time you will get between calls, ever, is around 3 minutes on a good day, usually its more like 20 seconds, and their ABC pay system is a crock, if you do the job properly, you make close to minimum wage, the commission is the only saving grace.
anteater

Rustburg, VA

#6 Nov 10, 2011
It would be a good place to work if they would get rid of that big necked bitch Dustin!
Yo Loser

Nashville, TN

#7 Nov 11, 2011
Uuh wrote:
It's 9 dollars an hour for most people. The call volume depends on a lot, how many people are there or if it's military payday or near a holiday. There are some days they are begging people to go home cause theres an hour between calls, other days calls are back to back to back with no down time your entire shift. You get a small incentive each pay check as long as you meet all the requirements, a certain percentage of 'passed' monitors, no call ins etc.
Uh small incentive? What other job gives you an incentive for meeting the bare minimum requirements? Talk about looking a gift horse in the mouth.
Uuh

United States

#8 Nov 11, 2011
Yes a small incentive. It's a small percentage of your paycheck. It's funny you call it the bare minimum when very few people are able to get the incentive regularly. It was an every paycheck thing that someone's was missing. I was denied it for my excused & approved check outs for my prenatal appointments cause I had to clock out early for my shift, & returned after & made up the time.. & who graded your calls also 'helped' a lot. I fought & argued over all my 'pm's & almost all of them came back graded differently by usaa.
hmmm

Chesterfield, MO

#9 Nov 11, 2011
on average, can somebody tell me how long the average call is there?
ACS Guy

Chesterfield, MO

#10 Nov 12, 2011
Well folks I have nearly made up my mind to head over to Sykes and leave ACS behind, I just have a few more questions before I decide for sure.

Someone mentioned them sending workers home in an earlier post, when they do this, does the agent HAVE to go, or is it them asking you to volunteer to leave early, but you are free to keep working if you want?

Also, about how many calls does the average agent take during a day?

Someone earlier mentioned bonus, are the bonuses good, ok, or not really anything to worry about? If you are average at your job, how could you expect to bonus and is it bonused ever payday or every month?

Do they do direct deposit?

Do your computers at work have actual internet access or is everything blocked out other than work related sites. At ACS everything is blocked, and I just think it would be nice to, for example, if working on Sunday, go to NFL.com and track the scores between calls. Also, kind of related, are cell phones prohibited items there?

Finally, does anyone know if the recruiting office will be working on black Friday there? Thats the day I am leaning towards applying because I don't want to start before Thanksgiving, I am off Thanksgiving at ACS and don't want to knock myself out of my holiday pay, and my turkey day off with pay to sit at home, eat turkey, and watch the games.:-D

Sorry about the long winded post, I just have a lot of questions before I made the big decision.
ACS Guy

Chesterfield, MO

#11 Nov 12, 2011
Oh yeah, one more, what time does sykes open/close? It would be awesome if its a 24/7 call center and I could get the hoot owl shift, I know thats probably a pipe dream, but it doesn't hurt to ask and find out upfront what they do.
ACS Guy

Chesterfield, MO

#12 Nov 13, 2011
wow, nobody?????
sykes employee

Ford City, PA

#13 Nov 27, 2011
As far as early outs go they ask the person who came in the earliest if they would like to leave first but it is optional, you could refuse and keep working if you like. An average agent takes about 50-60 calls a month or so. The bonuses vary from 6% to 10% and are based on your accuracy, attendance, adherence which is just taking you breaks on time and not being late.

An average employee there probably won't get any bonuses as meeting accuracy can be difficult to meet with their standards. If you do get the bonus it would be on your paycheck not monthly. Sykes also does do direct deposit, you can deposit it all, part of it, or none of it if you choose.

The computers have no access to any outside sites and cell phones are not allowed in the building. As far as your last question goes I am not sure of the exact time Sykes opens and closes but I do know they are not a 24/7 center anymore. Hope I helped with your decision.
sykes employee

Ford City, PA

#14 Nov 27, 2011
Oh I do want to add that while the computers have no outside access, Sykes has TVs out on the floor that we use to watch football.
sykes employee

Ford City, PA

#15 Nov 27, 2011
Sorry I meant 50-60 calls per week not month. The monthly amount of calls would be 200+.
ACS Guy

Ransom, KY

#16 Nov 27, 2011
thanks sykes employee that helps a lot, at ACS sometimes we take upwards of 90 calls a DAY!!!

Can I ask how long the average call lasts at sykes?
Haha

Magee, MS

#17 Nov 27, 2011
When I worked in credit cards, it was more like 50 or 60 calls a day. Some days I'd take over 100 depending on how busy we were. When I worked there they wanted your call time around 3 minutes.
Brain Fart

Wise, VA

#18 Dec 9, 2012
I used to work on the USAA side and the other day I was trying to explain how the computers boot up and what programs/databases come up. I can't for the life of me remember what the first one that pops up is called.

Can anyone help a guy whose mind is failing him at the moment? It's been driving me nuts for almost a week because it's right on the tip of my tongue and I can't remember for the life of me what it's called.

Thanks in advance.
Sykes

Tucker, GA

#19 Dec 12, 2012
Vim ware is what pops up first :)
Brain Fart

Wise, VA

#20 Dec 13, 2012
That doesn't ring a bell. But then again, it's been a while since I worked there.

Thank you very much for taking the time to answer though. You've been most kind. God bless you.

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