Sitel
2.7 of 5 264 reviews
www.sitel.com Nashville, TN 5000+ Employees

Sitel Reviews

Updated Apr 14, 2014
All Employees Current Employees Only

2.7 264 reviews

                             

55% Approve of the CEO

Sitel President & CEO Bert Quintana

Bert Quintana

(62 ratings)

43% of employees recommend this company to a friend
61 Employee Reviews Back to all reviews
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The Walmart of call centers.

Customer Service Representative (Former Employee)
Las Vegas, NV

I worked at Sitel full-time for more than 5 years

ProsTraining instructors were very hands-on and helpful, I liked the people I worked with. The DirecTV campaign provides free satellite TV service (I don't think other campaigns provide a similar compensation). Medical insurance was helpful.

ConsStarting pay is maybe $1 more than Taco Bell and tops out at $10.90 for hourly. As I understand it, salaried supervisors don't gross much better. Administration is very disorganized and actual call center work is more stressful than it needs to be.

Advice to Senior ManagementThey would actually lose less money if they quit trying to do everything on the cheap. Several positions (for real-time workforce management, for instance) are simply not staffed in order to not pay people. One former operations manager had actually admitted to coach staff, "Our IT sucks because you get what you pay for."

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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It should be so much better.

Call Receiver - CR (Former Employee)

I worked at Sitel full-time for more than a year

ProsWorking from home is great, if you can remain disciplined. My campaign provided work equipment (which failed occasionally, but you can have your PTO put in for their equipment failures - it's about the only time you can use it).

Our campaign was 24/7 so there should have been a variety of shifts available. Benefits are OK and available for full-time agents after 90 days. Bi-weekly pay is decent compared to most work-at-home call receiving jobs, and scheduled raises are great in the beginning.

Paid training.

ConsThere's no one clear answer to most questions despite the "guide" they give you for reference being crystal clear... SMEs (subject matter experts; helpers) will give you different answers to your questions. There is so much confusion all the time whether we should be an advocate for the members/customers or whether we just stick to policy. Get ready to play the blame game -- "This SME told me to do this."

Speaking of SMEs, oh, they're great... Just understand that they are still looking out for themselves first. Don't expect to become one; the ones that are there have been around since the beginning, and the few that are pulled to act as SMEs are told clearly that they are not actually SMEs -- just subbing in. Those "temporary" SMEs are usually horrible, by the way. They give some really bad advice, and several times almost got people fired for those "SMEs" mistakes.

Scheduling is very hit or miss. Shift bids really show you what's important at this company... If you have great AHT and stats, don't assume you're going to be top of the pack. Great quality scores? Doesn't matter. They pick specific things -- average # of calls submitted, absenteeism -- those things totally matter but shouldn't be weighted as high as they are. Missed 2 days one month? Yeah, you're probably 50th or worse, out of 200. 100% quality out of 6 calls? Yeah, well, you missed a day, so someone with an average score of 65 out of 3 calls will be higher ranked than you.

Oh, and on scheduling -- mandatory overtime. Get used to it! At least on my campaign, there was SO much mandatory overtime. It doesn't matter if you have a mandated schedule from a doctor, or if you were approved to not have to work past 3 PM because of personal/family issues... You're almost guaranteed to work normal shifts 15-30 mins past your cut-off time, or 1 hour or more with mandatory overtime. I worked shifts where I had to come in 2 hours early or 1 hour before & after. Part-timers are not immune to extra hours being tacked on but don't get the benefit of overtime pay. Usually you get at least 3 days advance warning on overtime, but sometimes not. Check your schedule carefully.

Supervisors... I was switched teams/supervisors more than 10 times in about a year. I lost count. I couldn't even name them all. Wondering how you're supposed to produce great customer service and know your stats and whatnot? Me, too! I went for 5 months without a single coaching 1-on-1 or team meeting... both of which are EXTREMELY rare. 1 on 1s/team meetings are consistently canceled due to "high call volume" even if you have 15 seconds availability between calls. Don't expect to have much feedback except when they're listening to you without your knowledge (if you have a supervisor that bothers). Also, QA department doesn't send feedback directly to you anymore. It's all a guessing game on how you're doing.

Supervisors always seem too busy to talk. Trying to get supervisors to take an escalated call shouldn't be THIS hard. You've got a chatroom full of them, but only one is there, and this is their response, no matter what you tell them you've tried: "Did you call dispatch? Call dispatch again and see if there's anything they can do. You've done that? Where's the driver? Still 45 minutes out? Did you even TRY to de-escalate? Tell them there's nothing your sup can do. They STILL want to talk to a coach? Do they want to file a complaint or what? Fine. Call me... (Call them) Okay, so what's going on? ... Here, try calling the shop. You've done that? Sigh, fine, transfer him over."

Over all, I'd say think very carefully about your life before you take a job here. If you're willing to put in extra work all the time, give up hours with your family despite them being in the next room, and fight with customers, supervisors, AND SMEs... Go ahead. It's income.

Advice to Senior ManagementMake sure everyone is on the same page. Stop flip-flopping on your rules. If your supervisors are truly that busy, figure out a way to manage your tasks better/teach them how to manage their workloads so they may interact with their teams. Treat your employees like employees. Give them feedback. Encourage their good behaviors, and MAKE SURE they are doing their jobs correctly and not just creating more work for everyone else.

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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No Integrity!!!

AAA Roadside (Current Employee)

I have been working at Sitel full-time for less than a year

ProsWorked from home. Saved on putting mileage on car, gas & no traffic.

ConsAlways changing the policy starting in training. Scheduling was not what it was suppose to be after training & schedule still was not honored after conducting schedule bids. Will not pay you holiday pay even if you worked the day before, the day of the holiday & day after holiday. My days off were Tues & Wed. Thanksgiving Day was on Thurs which would mean I worked the day before the holiday which was a Mon, but they tell us since we didn't work the day before the holiday we are not entitled to holiday paid which is a rip off to the employees who scheduled days off are on Tues & Wed. Sitel sets the days off when doing your schedule therefore you don't have a choice in the matter. They would also cheat you out of any bonus money with the metrics, but I am sure management was reap the benefits from our performance, but not passing it along to us. It was ALWAYS you're so close to getting some bonus money, but next month you will probably make it than the next month comes around it would always be the same you're so close. Go FIGURE,,,,,,JERKS!!! Very DISHONEST practices throughout this company. :( These were just a few examples. I would tell anyone don't take my words for it just work there yourself & you be the judge. GOOD LUCK!

Advice to Senior ManagementTreat your employees with FAIRNESS!! Have some INTEGRITY!

No, I would not recommend this company to a friend

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Needs improvement!

Anonymous Employee (Former Employee)

I worked at Sitel

ProsI met a lot of nice people. The causal work attire. The hours of the projects.

ConsThe management staff needs MAJOR improvement. Some of the Supervisors think they are better than the other employees. They targeted some people and tried to get them fired any chance they could.

Advice to Senior ManagementThey might want to think about who they have in management/ supervisors.

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Overworked

Customer Service Supervisor (Current Employee)
Albuquerque, NM

I have been working at Sitel full-time for more than 3 years

ProsTremendous learning opportunity in all aspects of the call center environment

ConsUnrealistic workload and expectations. More with less is the never stated motto. 50-60 hours per week minimum for a salaried supervisor to complete the bare minimum requirements.

Advice to Senior ManagementRemove caps on annual raises. More incentives for top performers

No, I would not recommend this company to a friend

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Sitel offers a treacherous, restrictive, and semi-functional work environment.

Anonymous Employee (Former Employee)
Oak Ridge, TN

I worked at Sitel full-time for more than 5 years

ProsAfter you pass a battery of skills tests and sign several dozen forms swearing you're a US citizen and not a criminal, you will be on your way to making money somewhere above the Federal minimum wage. In theory, the position offers some insurance and vacation benefits after you endure some milestone waiting periods to earn them. Management is beleaguered and overworked, but there are some good eggs in the mix.

ConsGive up your life. It is outsourced and done as much on the cheap as much as possible. Working at Sitel comes with a very restrictive set of conditions. If you use your cell phone in the lockers area, out of sight of anything sensitive you might make a snapshot of, you are subject to having it confiscated. The work environment is like wearing two straitjackets. Lunch break is 30 minutes and there is a line at the microwaves. Don't develop a need to to to the bathroom anytime you're not scheduled for your break. That might be four hours before the end of your shift and fifteen minutes after your meal break. If so, too bad, toughen up. You'll probably find yourself wondering if you can last long enough on the job to become insured, which is three months beyond your training probation period. By the time you work half a year beyond your training probation, you're entitled to a week of vacation, but don't be shocked if they don't permit you to take five scheduled days off in a row. Computer equipment is from the 1990s. Connections to remote networks fail from time to time. Improvise and pretend;after all, when the caller calls back irate because nothing was done, what are the odds they'll get you on the phone again? You won't have a chance to set aside time to catch up afterward, as you can only be off the phone for 30 seconds at a time, and only to enter your notes. On the other hand, you're sent home unpaid for the rest of your shift if call traffic tapers off too much. On the third hand, you're expected to be available around the clock for any amount of overtime work if the company deems it necessary, and you can be fired if you balk. Overall, avoid this place unless it's a life and death matter, and maybe even then.

Advice to Senior ManagementPlease finish failing.

No, I would not recommend this company to a friend

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2 people found this helpful  

Ghetto

Call Receiver/Dispatch (Current Employee)
Las Vegas, NV

I have been working at Sitel full-time

ProsThe job is very easy

ConsIt's ghetto and they don't pay good at all.

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hopefully, i can move up in the company

Call Center Agent (Current Employee)
Augusta, GA

I have been working at Sitel full-time for less than a year

Prosyou will always have job security. very hands on. after 90 days good benefits (supposably). we will see.

Consthe hours are crazy!!! you only start off at 8.50 an hour. you work on holidays. more respect is definately needed. they say you can move up in the company, but where is hey, youre doing a good job today.

Yes, I would recommend this company to a friend – I'm optimistic about the outlook for this company

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uncaring

Anonymous Employee (Former Employee)

I worked at Sitel full-time

ProsMost of the people try hard and care about doing a good job

ConsCorporate Management does not care. Requires long hours up to 80 a week at extremely low 40 hour pay. No work life balance. No living the company values.

Advice to Senior ManagementThink about more than the bottom line.

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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No Heart for Seasonal workers

Customer Service Representative (Former Employee)
Albuquerque, NM

I worked at Sitel full-time for less than a year

ProsCoworkers were great to get along with. I learned a lot with them, No lie. I enjoyed my hours I was given.

Cons1. They have no heart for their seasonal workers.... My brother (IN-LAW) suffered a serious stroke, I had to take time off for the family. I got a Dr. note and they could have cared less and let me go. Their managements only excuse was that my BROTHER (IN-LAW)'s last name was not the same as mine, and released me from my duties.
2. Breaks Promises every chance they get... They love to make up reasons why no one seasonal gets bonuses after promising the seasonal workers bonuses.

Advice to Senior ManagementMy advice to Sitel Management is, whats good for you, and your full time, ought to be good for your seasonal workers. I understand not getting Health benifits, For sake of trouble with the labor dept, please start letting seasonal workers have FMLA rights. I would have gone the extra mile to made up all the time off I was needing for my family Medical problems. your lost another Company's gain.

No, I would not recommend this company to a friend – I'm not optimistic about the outlook for this company

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Glassdoor is your free inside look at Sitel reviews and ratings — including employee satisfaction and approval rating for Sitel CEO Bert Quintana. All 61 reviews posted anonymously by Sitel employees.