BRIEF DE CAMPANIE

About SYKES
SYKES was founded in 1977 by John Sykes in the United States with headquarters in
Tampa, Florida. SYKES is a global leader in providing customer contact management solutions
and services in the business process outsourcing (BPO) arena. SYKES provides an array of
sophisticated customer contact management solutions to Fortune 1000 companies around the
world.

SYKES serves its clients through two geographic operating segments: the Americas
(United States, Canada, Latin America and Asia Pacific) and EMEA (Europe, Middle East and
Africa). SYKES also provides various enterprise support services in the Americas and
fulfillment services in EMEA, which include multi-lingual sales order processing, payment
processing, inventory control, product delivery and product returns handling.

SYKES Cluj-Napoca was founded in March 2010 and the first Go Live was on the 5th
of May. The operation started with just a few employees but thanks to the continuous expansion
based on client satisfaction, nowadays we have over 1600 colleagues in 5 locations in Romania
(2 locations in Cluj). In 2015 we have opened an office in Sibiu, in 2016 we have opened an
office in Oradea and in 2018 we opened SYKES Brasov.

We serve our clients in the field of IT, telecommunication and multimedia by providing
customer support via phone and e-mail in 21 different languages.

At SYKES, we don't leave customer interactions to chance. Using our proven Science of
Service approach to customer care, we continuously observe, evaluate and adapt to meet the
ongoing and changing service needs of customers. Delivering service that's always on time and
always relevant - SYKES works hard to help our clients overcome even their most complex
business obstacles.

SYKES’ greatest asset is our people. We are dedicated to finding talented people across
the world who are dedicated to our philosophy of always reaching higher.

At SYKES, we challenge ourselves to do better tomorrow than we did today. This

mission is what drives us in our development, recognition and retention of our most vital assets -
employees.
 Our Mission

Our mission is to make our clients more efficient and more profitable while improving
loyalty to their company brands.

Our Vision

SYKES will be the Global Standard for delivering value-based customer contact
management solutions tailored to the unique needs of our clients.

Slogan:

Work. Learn. Grow

Purpose statement:

We help people, one caring interaction at a time.

VERY IMPORTANT
We decided to rebrand SYKES in mid of August 2016 and there is a new online brand
book in place. Here is the link: http://www.sykes.com/sykesbrandbook/
This is the reason why you may find layouts with burgundy (this is part of the old
branding). The new brandings uses colors like blue & orange. You will find all the details in the
brand book.

Market

For an overview about our market from a global perspective please see the presentation
below.

MS_SR_SalesLo n g D
eck_2016.p p tx

Our approach as a company is to acquire companies that are bringing additional

knowledge and expertise in order to open new channels of support. (the latest companies
acquired by SYKES being Qelp and Clearlink Technologies)
 Zooming in the specific market for Romania:
SYKES as company is only providing services. There is no product we are selling. The
services we provide from Romania are for clients from other countries. Therefore, we don’t sell
services in Romania.

Our market is the talent pool of candidates we are looking to hire. This is the only reason
why we advertise SYKES in Romania and we advertise it as an employer. And we are aiming to
become an employer of choice.

We are looking for speakers of foreign languages. You need to be fluent in one language
in order to enter the selection process. We are also offering full time jobs, but also part time ones
(4/6h). Moreover, there is a variety of scheduling options, so for example you could easily be a
student and have a job at the same time.

Target audience
Customer Support Representative is a pretty demanding and stressful job. Our colleagues
interact with customers, provide information about products and services, take orders, respond to
customer complaints, and process returns. It happens that our colleagues quit their job in a very
short time after they were hired.
We are currently investing in creating better workplace conditions which will help people
release the stress and the negativity.

 Vârstă, sex, date demografice: 18 – 45 (however, out average age in the company is 27)
 Atitudine, valori, ambiții: we hope you will be able to tell us more about this 
 Cum se raportează la compania voastră în momentul respectiv? Same answer as above
 Ocupație: Not applicable

Prin ce canale ați comunicat până acum către posibilii candidati externi?
 Online job ads in Romania and abroad
 Social Media Channels + Job openings features
 Employe Referrals – we always have ongoing campaigns
 Student Organizations
 Cereer Centers meeting
 Cultural Centers
 Job Fairs participation
 Faculty presentations
 Job ads in magazines and websites
 Newspapers ads
 Recruitment agencies
 Posters and flyers
 We attended big events like Electric Castle, TIFF, TEDx, Golden Stag (Cerbul de
Aur) – we had brand activations in each locations
 Produs / servicii
Care sunt produsele sau serviciile pe care le veți promova în această campanie?

We want to advertise/set a strategy for the jobs we have opened in Cluj, Sibiu, Oradea or
Brasov. You may check our openings here: https://jobs.emea.sykes.com/Search.aspx?lang=RO
Below you can also find a more detailed JOB DESCRIPTION for a Customer Support
Representative position:

Join Sykes team professionals and we will offer you:

 professional development through training programs -> modern technologies and
customer management
 exposure to a multicultural and multilingual environment (from Cluj-Napoca we offer
support in 20 + languages on a global level)
 coaching opportunities
 real possibilities of career development
 attractive salary package and medical benefits
 a modern, dynamic and friendly working environment

A working day in Sykes Team includes some of the below activities and responsibilities:
 To respond to all customers’ enquiries within given timescales, efficiently and effectively;
 To develop and maintain a full technical knowledge of client products and services;
 To be able to recognize when a problem or query should be transferred to another
department or a more senior member of staff;
 To deal with all correspondence as requested/required;
 To accurately log all calls and in line with procedures;
 To responsibly maintain and update all job-related administrative forms;
 To consult product manuals, to be able to advise customer of appropriate
options/solutions.

Our SYKES employee profile:

 Proficient or native in one foreign language
 Previous experience of/ or aptitude for Customer Service;
 Good organizational skills;
 A working knowledge of MS Word/Excel;
 Excellent communication skills and the ability to remain calm in all situations;
 Ability to work on own initiative and under pressure in order to achieve deadlines and
KPI’s;
 Ability to adapt to a continuously changing environment and procedures.
  Team player

Cum sunt promovate aceste servicii în prezent sau cum au fost promovate în trecut?

 Online job ads in Romania and abroad

 Social Media Channels
 Employe Referrals – we always have ongoing campaigns
 Student Organizations
 Cereer Centers meeting
 Cultural Centers
 Job Fairs participation
 Faculty presentations
 Job ads in magazines and websites
 Newspapers ads
 Recruitment agencies
 Posters and flyers
 We attended big events like Electric Castle, TIFF, TEDx, Golden Stag (Cerbul de
Aur) – we had brand activations in each locations

Care sunt cele mai importante beneficii?

Career development; Extra-income opportunities; Flexible schedule; Medical Insurence;
Language Development; Young, friendly & dynamic environment; Discounts for 50+ businesses.

 In SYKES you really have the chance to start as Customer Support Representative
and to become shortly a Quality Analyst, a Trainer, a Team Leader and later on
even a Team Manager or Account Manager. If you work hard, are dedicated and
talented, you will have all the opportunities to grow and build a career with
SYKES. It the best way to build a career.

 You can always earn some additional money – from Refer a Friend Program (if
you refer a friend for Customer Support Representative you a certain amount of
money + additional prizes) or from The Performance, retention bonuses, products
that you can received from our clients based on your results.

 You may choose your schedule – 4/6/8h and depending on the account you’re
working for, your schedule can be extremely flexible

 Package of medical benefits and discounts for different gyms, restaurants, salons,
travel agencies, kindergartens, etc.

Lista completă de beneficii:

http://tinyurl.com/nkd88ex
 Comunicare

Obiectivele comunicării:
 Awareness and conversion translated in the number of applicants;
 Creating a better external image for SYKES Romania;
 Online brand image improvement (measured through stats and analytics).

Cum va fi măsurat succesul acestei campanii?

 Number of applicants versus previous period.

Timeline (în cazul în care campania trebuie să se desfășoare într-o anumită perioadă de
timp)
 Q1 2019

Ce ar trebui să simtă, să gândească sau să facă publicul în urma comunicării?

 To choose SYKES over the other employers;
 Our possible candidates should feel like SYKES is (one of the) best choice for starting
their career;
 We’d like to see more engagement with our community and possible candidates;
 Generate positive word of mouth by our activations and efforts.

LIVRABILE
La ce materiale vă așteptați să primiți de la echipe? (ex: plan de comunicare,
strategie de comunicare, copy, concepte de design)

Primary: Communications strategy and actions. We would like to understand the

reasoning behind the actions/plan.
Secondary: Concept for design (Flyers, Posters, Web Prints, graphic representations for
the activities, etc).

Buget
V-ați gândit la o repartizare de buget? Cât de flexibil este bugetul?
Flexible, but realistic.

Alte comentarii și materiale

You can access our creatives presentation at this link:
https://drive.google.com/drive/folders/1dQdnDjWuJVT7wAWUEoncJjv2szq_F-jj?usp=sharing
 The presentation should be in English.
For any additional questions you can contact dianaantonia.stefanescu@sykes.com (Graphic
Designer & Communications Specialist)

Phone: 0752 183 833