U.S. FAQ

Getting Started

Q: Does SYKES Home hire employees in every state?

A: SYKES currently hires in 40 states across the United States, including:

Alabama Indiana Missouri Pennsylvania
Arizona Iowa Nebraska South Carolina
Arkansas Kansas Nevada South Dakota
Colorado Kentucky New Hampshire Tennessee
Connecticut Louisiana New Jersey Texas
Delaware Maine New York Utah
Florida Maryland North Carolina Virginia
Georgia Michigan North Dakota Washington
Idaho Minnesota Oklahoma Wisconsin
Illinois Mississippi Oregon Wyoming

Q: Do I have to be a U.S. citizen?

A: No. If you can provide legal documentation proving you are eligible for employment in the U.S., you may apply. Please note that SYKES Home Powered by Alpine Access participates in E-Verify and work eligibility status is confirmed through the Social Security Administration and the Department of Homeland Security.

Q: Are the positions with SYKES Home part-time or full-time?

A: Most of the positions we have open are full-time. There are some part-time opportunities available.

Q: How do I apply for a job with SYKES Home?

A: You can begin the application process online. We’ve made it as easy for you as possible, and it’s designed to give both you and SYKES Home a good idea if this type of work is a good fit with your skills, experience and qualifications. We recommend that you review all of the qualifications and FAQs before submitting an application.

Q: What is the application process and how long does it take?

A: We designed our application process to be thorough, efficient, and transparent. We always want to you to know what stage you’re in, and if there are jobs open for you! We will evaluate your skills, experience and qualifications to determine our best program for you.

Just as our customer care professionals work from the comfort of their homes, our entire hiring process is also conducted remotely. You are never required to travel for an interview!

Step 1:
Confirm that you meet all of our qualifications, including our technical requirements. This includes the computer, internet, phone, headsets and home office requirements. Please carefully review our FAQ and Qualifications sections.

Step 2:
Open an account at SYKES Home Jobs.

We've created a one-stop shop for the entire process. With your personal account you'll get step-by-step instructions on what to do and will always know where you are in the process. You'll also use your account to get 1:1 support any time you have a question or need help. Depending on the jobs you qualify for, you can expect to devote between 30 minutes and an hour to the entire process.

Step 3:
Complete your application! Some things you will do as part of the application process:

  • Tell us about yourself! What about you and your work experience is unique and a fit for SYKES Home?
  • Complete your profile – Answer questions about your experience and upload your resume!
  • Review jobs we present to you, based on your experience.
    • You’ll look over the job description, shifts available, the training schedule, and more!
    • You could be eligible for many programs!

Step 4:
If you are qualified for one or more of our programs, you will be invited to participate in a group interview. During this interview you will have an opportunity to learn more about SYKES Home and the programs we’re hiring for. If we both agree you’d make a good SYKES Home Customer Care Professional, and we have a program opportunity that matches your skill set, availability and interest, you will receive a job offer!

Q. Will I need to come to your office for a face-to-face interview?

A: No, all interviews are conducted over the phone.

Q. Do I have to pay an application fee?

A: No, we do not charge you any upfront fees to apply to become an SYKES Home employee. Upon receiving a job offer, we conduct a background and credit check on all employees. At that time we will need to collect $45 from you to pay for the background check. This is required only for those people who are offered a position with the company.

Q: What are the requirements for passing the credit check?

A: To pass the SYKES Home credit screening we require four or less negative reports during the past four years. Negative reports from a client may prevent you from working with that account. SYKES Home does not consider medical collections a negative report.

If you are not sure you meet these credit requirements, please request a free copy of your credit report from a company such as TransUnion. Review your credit report before continuing with your application.

Q: If I filed for bankruptcy will I be considered for employment?

A: Filing for bankruptcy will not disqualify you from employment at SYKES Home. For employment purposes, bankruptcy, and any accounts included in the bankruptcy, are not considered a negative on your credit screening.

Q: Are there required meetings at the corporate office (or anywhere)?

A: Although you are always welcome to come visit our headquarters in Denver, Colorado, we do not require that you do so. Some clients occasionally request that our customer care professionals visit local retail outlets or other local business offices in order to become better acquainted with what they do. However, this is not common.

Q: Would I be an SYKES Home employee or an independent contractor?

A: All of our customer care professionals are employees of SYKES Home. We believe an employee relationship creates the best experience for you, for our company and for our clients. As a customer care professional, you are an integral part of our team and culture.

Unlike independent contractors, we pay our employees for all of their time worked, including time between calls and time spent training. As an employee you are not required to fulfill the costly and extensive obligations that are required of an independent contractor, including:

  • Filing papers of incorporation, e.g. S corp or LLC
  • Obtaining business liability insurance
  • Accurately estimating and filing quarterly federal and provincial tax returns
  • Maintaining ongoing legal and accounting records

Pay & Benefits

Q: How much are customer care professionals paid?

A: We establish pay rates based on the experience and skill sets needed for each of our clients and their programs. In general, the average rate is about $9.00 per hour.

Q: Am I paid by the hour or by the call?

A: We pay all employees for the hours they work, regardless of whether they are on calls, or waiting to take the next call.

Q: How often would I get paid?

A: We pay you every two weeks.

Q: Do I receive a paycheck in the mail?

A: The most expeditious way to get paid is to have your paycheck direct deposited into your bank account. For this reason, we encourage all employees to be paid via direct deposit. As a general rule, we do not send checks in the mail.

Q: When would I be eligible to receive benefits?

A: After 30 days from your hire date, working an average of 20 hours per week with SYKES Home, you will be eligible for our voluntary benefits program that includes medical, dental and vision insurance for you and your family. For qualified employees (completed one year of service and worked 1,000 hours), we also offer a matching 401(k) plan.

Q: Are the benefits different for full-time and part-time employees?

A: Both part-time and full-time employees are eligible for insurance coverage. Qualified part-time and full-time employees (completed one year of service and worked 1,000 hours) can participate in a matching 401(k) plan.

Q: Are there career advancement opportunities?

A: Yes, there are a variety of advancement opportunities available within the SYKES Home team. Many of our best performing customer care professionals have been promoted to team leaders, coaches and account managers — while still working from home.

How it Works

Q: What would I be doing as a Customer Care Professional for SYKES Home?

A: You will be answering telephone calls from our clients’ customers. Typically, those customers are calling to place orders for products or services, ask questions about those products or services, or to inquire about orders they have already placed.

Q: Will I have to call people to sell them things?

A: No, all of our calls are inbound; we do not do any outbound telemarketing.

Q: Will I have to do any high-pressure sales?

A: No, customers who call generally know what they want to order, but may need help to identify the right item. Some of our programs require more proactive sales skills than others. These programs are not high-pressure sales situations, but do require the ability to offer alternative products and sell additional products to customers.

Q: Do I have a choice of which program I work on?

A: SYKES Home and our clients jointly determine what experience, skills and qualifications are required for each program. We then screen our customer care professionals for those characteristics. If you are a match for more than one of the clients for whom we are hiring, we may ask you to select your preference.

Q: Is there a required number of calls I must take each hour?

A: Performance goals are determined in accordance with each of our clients’ needs. In order to operate as efficiently as possible for our clients, you probably will receive calls in a fairly steady stream during each work shift. The ability to handle those calls with the appropriate balance of good customer service and efficient resolution will be one of the things we will train you to do well.

Q: What kind of support will I have while I am working? What if I have questions?

A: Even though you will be working remotely from the comfort of your home, you will always have the support of your program team. You will have team leaders, coaches or support customer care professionals who are knowledgeable in your program, and are available via chat rooms and over the phone. Similarly, we provide round-the-clock technical support in the event that you have any problems with any of our telephone or computer systems.

Q: How would I know if a customer is calling or if it’s a personal call for me?

A: To maintain high service levels for our clients, you will be permanently connected to our telephone system for the duration of each work shift. This connection prevents you from receiving personal calls during your work shift. Personal phone calls can be received on a cell phone or on a second phone line separate from that dedicated for work shifts.

Q: Are there performance evaluations?

A: Yes, all of our programs involve quality assurance testing, performance evaluations and feedback to the customer care professionals.

Qualifications

Q: Can I use a cell phone to answer calls?

A: In order to maximize security and sound quality, we do not allow the use of cell phones, cordless phones or VoIP phones. You must use a regular, corded phone with a corded headset to connect with our systems.

Q: What type of telephone service do I need?

A: You will need an analog landline that meets one of these requirements:

  • A telephone line dedicated to your use while working that can be used while accessing the Internet
  • Corded, traditional telephone. No cordless, cellular/wireless or VoIP phones (Vonage, AT&T CallVantage, etc.)

Q: Why can’t I use a VoIP phone?

A: We are very excited about the potential of IP telephony and are exploring it for future use. However, our system is currently not compatible with IP phones.

Q: Does SYKES Home provide me with the required headsets?

A: No. You are required to purchase two different types of headsets – a USB headset for your online training and a telephone headset for taking live customer calls.

  • USB headset for your online training. Prior to your first day of training you will need a USB headset that plugs into your computer. These USB headsets range in price from $20-$50, and can be purchased at most stores that sell computer equipment or office supplies. The USB headset must meet these minimum requirements:
    • Features a microphone
    • Hands-free
    • Connects to your computer via a USB port.
    • Features a mute button
  • Telephone headset to take calls. You will also need to purchase a headset for your telephone in order to begin working. These telephone headsets plug directly into your telephone base, range in price from $25-$100 and can be purchased at major retailers and office supply stores. Because you will be wearing the telephone headset for long periods of time, it must be comfortable, and meet these minimum requirements:
    • Hands-free
    • Corded. All cordless headsets are unacceptable
    • Features a "noise cancelling" microphone

Q: Does SYKES Home provide me with a computer?

A: All applicants must have their own PC that meets our minimum requirements. Some clients may require that we provide a computer, but this is not typical and cannot be counted on.

Q: Can I work on a Macintosh computer?

A: No, you must have a PC running Windows XP or Vista and Internet Explorer 6.0 (or later). See computer requirements.

Q: What Internet service provider (ISP) should I use?

A: You can use any ISP that is:

  • Land-based (not a wireless or satellite broadband connection)
  • Reliable with consistent “up” time
  • Unlimited use

Q: Are my home set-up expenses tax deductible?

A: Possibly, but you will need to discuss this with a professional tax advisor.

Q: Can I have a high-speed Internet connection (or extra phone line) installed after I am offered a job?

A: In many cases, customer care professionals start training within a few days of being hired. For this reason, you need to have the necessary home office set-up prior to being offered a position.

Training

Q: What kind of training will I receive?

A: SYKES Home offers industry-leading training programs. You will be thoroughly trained on the products for the specific client you support. In addition, we offer initial and ongoing programs on customer service fundamentals and best practices, such as handling angry customers, conflict resolution, and more. With this personal and professional development, it’s our goal to help you to grow into the best customer care professional possible.

Q: How will I be trained?

A: All of your training will be delivered online or over the phone through Alpine Access University (AAU). We pride ourselves on our training programs being engaging, interactive and effective for adult-learners. You won’t just sit and listen—you’ll interact with an expert facilitator, teach other students and problem solve using real-life scenarios. With this great training under your belt, you’ll be ready to deliver the best customer service possible.

Q: Do I have to pay for training?

A: No! That is one of the great benefits of being a SYKES Home employee. We pay you for every minute you work, including time spent training.

Q: Do I need to leave my home for training?

A: No, all training is done remotely from the comfort of your home. Occasionally, some of our clients request that trainees visit one of their local retail or other business outlets in order to better familiarize themselves with the products or services. If that is the case, we would let you know in advance of accepting a position.

Q: How long does training last?

A: Training varies by the complexity of the client program. Training can be anywhere from three days to ten weeks.

Q: How often are classes offered?

A: Class offerings vary by client and by the number of people we are training at any given time. Typically we offer several sessions of training, however training schedules are fixed and 100% attendance is required.

Q: Does everyone make it through training successfully?

A: Even as careful as we are in selecting our customer care professionals, we do sometimes have people that are unable to successfully complete our training classes. The training isn’t particularly difficult, but not all people are cut out for all types of work.

Q: Will I be required to take a test after training?

A: You will be tested at various points of your training to ensure you’re as prepared as possible once you start answering calls.

Q: What if I don’t pass the training tests?

A: We pride ourselves on offering our clients the most qualified customer care professionals available. To deliver on this quality promise, we require that all of our employees successfully pass all of the training tests.

Scheduling

Q: What hours are available?

A: Each of our programs has its own, unique hours of operation. The majority of our shifts are five days a week and include a minimum of one weekend day. The hours you will work are the same for all five days.

The general hours of operation are 6am-12am MT. Many schedules are designed to cover the times of day when people call for service, such as 1pm-10pm. It is rare that we offer a “morning only” shift and we do not offer overnight shifts. Most shifts are 6 to 8 consecutive hours. We do not have shifts that are less than 4 consecutive hours at a time.

Q: Can I work whatever hours I want?

A: No. Shift commitments are a fixed schedule you agree to when you are offered a job. Some programs have the flexibility to match your availability and a matching schedule will be created. You will always know what schedule you are working at least one week in advance.

After SYKES Home publishes your work schedule, we expect you to work that schedule unless you have preapproved time off. To ensure high service levels for our clients, we have guidelines for schedule adherence and a reliability policy for all of our employees.

Q: How does SYKES Home determine what my schedule will be?

A: Your schedule is based on your chosen work shift availability and the client’s projected call volume. We post all work schedules in our Web Center for you to see.

We require between 20-30 hours per week of daytime and weekday availability with at least 4 hours on each weekend. SYKES Home does not guarantee you will be scheduled for all of the hours you show as available nor do we guarantee a minimum number of hours per week.

Q: How often are schedules posted?

A: We post schedules weekly for several weeks in advance. You will know your posted schedule about 4-7 days ahead of that week. You will be asked to post your availability one to two weeks in advance of the week that is being scheduled.

Q: Will I work the same schedule every week?

A: Your schedule is driven by our client program’s call volume. SYKES does not guarantee consistent, ongoing, weekly hours. However, if you are available to work on a regular basis, are performing well, and your client program has a steady weekly need, then it is likely that you will receive the same (or very similar) schedule each week.

Q: What happens if I can’t work during a scheduled time?

A: Through our online Web Center, you can let us know if you will not be able to work. As with a conventional job, we understand that there will be times when you are sick, or otherwise unable to work during scheduled times. To ensure high service levels for our clients, we have guidelines for schedule adherence and a reliability policy for all of our employees.

Q: Do you have late-night, overnight or weekend only shifts?

A: Some of our programs operate 24 hours per day, 365 days per year, but typically only on a seasonal basis. The most common shifts are:

     Monday - Friday, 6am-6pm MT, with 4 hours on the weekend
     Tuesday - Saturday, 1pm-10pm MT
     Sunday - Thursday, 1pm-10pm MT
     Friday - Monday, 10-hour shifts at various times

We occasionally offer day shifts and part-time shifts. Morning shifts are given to existing employees first and then to new employees. We do require you to work at least one day on the weekend.

Q: Do I have to work a minimum number of hours?

A: Each client program has its own requirements, but we generally will need you to work a minimum of 20 to 25 hours per week.

Q: Is there a maximum number of hours I can work each day or week?

A: There is no set maximum for a given day or week (unless stipulated by law in your state).