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In El Salvador, Tampa company plays major role Sykes Enterprises has grown into a leader in the nation's call center industry. San Salvador, El Salvador — In a carpeted hallway, with morning sunlight streaming through floor-to-ceiling windows, a worker types on a laptop at a communal high table.
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In the cafeteria, employees keep water-cooler chats to a low volume as they grab a quick bite to eat. A young man he to a training session in a computer lab wearing jeans, sneakers and a gray U.
Polo Association eelsalvador. This operation has all the trimmings of a modern U. But the building is in the capital city of El Salvador, and employees there are working to resolve customer service issues for largely American clients.
They work for Sykes Enterprises, a Tampa company. For Sykes, El Salvador offers eager and relatively inexpensive employees, many with connections to the U.
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For El Salvador, Sykes is helping to fuel the country's sluggish economy. The company was founded inwith IBM among its first clients. It no longer publicly identifies the companies cuat works with, though travel services and major hotel chains are among those who hire Sykes for customer service, technology and transportation.
Sykes was one of the first outsourcing companies to build infrastructure in El Salvador, back insaid Beatriz Peralta, vice president of area operations for Sykes El Salvador. In the s and s, El Salvador was touted in international investment circles as a source of cjat labor, said Cecilia Menjivar, a sociology professor at the University of California, Los Angeles who specializes in Central American studies.
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But by the end of that decade, civil war had broken out. It lasted for about 12 years, until The U. Many Salvadorans fled the violence.
Today, about a elsalvavor of the country's people live abroad, with a majority in the U. Salvadorans who migrated maintain close contact with family and friends, which has led to an Americanization of the Central American nation and its people. Sykes El Salvador started with one location, one client and employees.
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By March of elsalvaxor year, it had four buildings, nine clients and 3, employees, Peralta said. Overall, the company has trained and hired about 20, people. In March, employees connect at Sykes in San Salvador. Gonzalez has been with the company sinceworking his way up to his current role.
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The program, begun inoffers four-hour, English-language courses each day for four weeks. The classes are free, attracting those who want to work at Sykes or those who hope to leverage English proficiency to get hired elsewhere, Gonzalez said.
The company has hired more than 5, people from the program, Gonzalez said, As more Salvadorans seek employment in call centers, former Sykes employees have opened up their own academies. It was early March, before the pandemic took hold.
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Many of them hope to pursue careers at call centers. Anzora arrived in the U. He grew up in the San Fernando Valley in California and was deported inat Having spent most of his life in the U.
Today, though, deportees don't stand out, as more Salvadorans from all walks of life work on their English to cash in on call center jobs. English Cool caters to these job-seekers by not only teaching them grammar but also English tailored to call center work.
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It also offers job training. The center has had students so far. Students answer a prompt at English Cool in March. Just gotta give me more of an example.
They wanted the Lonely ladies want nsa Happy Valley-Goose Bay thing, a chance to make ends meet more easily. To address the coronavirus pandemic, Sykes increased office cleaning efforts, got flexible with schedules and provided work-at-home opportunities, Himsworth said. In elsapvador first quarter ofthe U. Ellsalvador Salvador has historically depended on the international market to purchase one agricultural product at a time, such as cocoa beans, indigo and later coffee.
But in recent decades, it has become primarily reliant elsalvador chat the U. In an attempt to create more incentives for foreign investments, the Salvadoran government switched its currency to the American dollar in Those who left for the U. Peralta, with Sykes El Salvador, said local job creation means less immigration to the U. That addresses one concern about an American company outsourcing its work.
The Sykes office in San Salvador has an American feel. She said the company strives to offer career opportunities. All of her operations directors, for instance, have worked on the floor taking calls. Customer greetings fill the air. A class at Sykes El Salvador in March, where customer service practices are discussed. On the walls around them are guidelines and activity prompts, all in English.
There are brick roofs and packed streets, and beyond, in the distance, dark green hills. Contact Ileana Najarro at inajarro tampabay. Follow IleanaNajarro.