Sitel

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Sitel Reviews

Updated Jul 29, 2014
All Employees Current Employees Only

2.7 322 reviews

56% Approve of the CEO

Sitel President & CEO Bert Quintana

Bert Quintana

(85 ratings)

44% of employees recommend this company to a friend

Review Highlights

Pros
  • It's work from home which can make it worthwhile initially (in 17 reviews)

  • Learned a lot about customer service and the business (in 5 reviews)


Cons
  • This call center is the absolute definition of micro-management (in 14 reviews)

  • 9/hr for a customer service position; the same job with another company could earn you (in 7 reviews)

More Highlights
101 Employee Reviews Back to all reviews
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    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Approves of CEO

     

    Starter Call Center

    Call Center Agent (Former Employee) Las Vegas, NV

    ProsStable job, flexible hours, easy promotions

    Consterrible pay, poor management structure, and less than adequate equipment

    Advice to Senior Managementraise pay.

    Yes, I would recommend this company to a friend

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Approves of CEO

     

    Not bad for a single person who is willing to work hours

    Call Center Representative International Care (Former Employee) Ocala, FL

    ProsFair company, diverse, fast paced, and plenty of OT sometimes forced. Its a great company for single people who dont mind phone work and are willing to work a lot of hours. Decent training. Will hire ANYONE im pretty sure if you dress up a Chimpanzee they will give it a job.

    ConsLots of hours to the point if grueling. Even training is 3 weeks long 10.5 hours a day with 40 strangers sharing computers to train in a cramped room fights actually break out. You dont get to pick your schedule they assign you what days and times you work. To be honest i have seen better CSRs at McDonald's because with diversity comes people who have to project what ever image they have from outside of work to the work environment. They cram 40 people into a small training room for 10.5 hours a day and make people share computers impossible to learn...They hire anyone and everyone to the point of desperation.

    Advice to Senior ManagementHire better quality people and you will have less turnover. My interview was literally two questions.

    Yes, I would recommend this company to a friend

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • Approves of CEO

    1 person found this helpful  

    My First Full Time Job

    Customer Service Agent (Current Employee) Dallas, TX

    ProsI like the overtime. I really need it and it is there for me much of the time. Sometimes there are incentives to earn time off if you work overtime. Not having to spend money on gas is really nice. It has helped hone my communication-skills and work under pressure. Customer service isn't really that hard when you actually know the material. I can live on my wages as a single person in an apartment, and there are periodic raises, so that's nice. I haven't made any attempts to move up, but they haven't been hiring for management for my campaign yet.

    The managers listen to you, answer questions is as a timely manner as they can, and generally improve things that need to be improved, although a bit slowly. They are always bombarded with stuff and sometimes you have to remind/ask them twice, but as long as you really show you care you will earn favor with them. Being proactive in your learning, and creative with the tools you are given and seeing how far you can bend the rules for the customer with the manager's approval will show that you care, and earn you favor. With enough planning, you can travel to other states for stays and bring your equipment with you and do the job from there as long as you still work your shift.

    Sometimes the steps and procedures don't make ANY sense. but generally the management is very receptive to changing procedures that don't make any sense, or providing solutions for them in other creative ways.

    ConsThere is a TON of stuff that you have to learn and you are always updating and refreshing your knowledge. This can be a real challenge. The official information-sources aren't updated as much as they should be and you have to be a sleuth sometimes to really dig and find information from a multitude of sources, ask a lot of questions and synthesize them into a comprehensible package for the person on the other end. I feel like there is a lot of wasted energy just finding the answer to a simple, albeit obscure question. There is a lot of red tape to execute some functions that shouldn't need it, but are abused by those who don't know what they are doing.

    They don't give much time off - I would rather start off with a certain amount of time off banked per quarter/year or something but I guess this is the trade off with the amount of overtime and the stability of the job.

    The technology can be slow, which can cut in to handle time.

    Advice to Senior ManagementStart scheduling group-refresher sessions for agents outside of training, and/or perhaps a weekly meeting to clarify policies and procedures, and answer questions that might have come up during the week.

    Educate agents as to the WHY behind policies and procedures so that the agents can answer the more piercing questions customers ask. I think that once people understand the why, they will be more apt to remember and execute the "how." Just my two cents.

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

  1. We want your feedback – Are these company reviews helpful to you?  Yes | No
    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities

     

    Okay place to work

    Anonymous Employee (Former Employee) Albuquerque, NM

    ProsIndoor job, no heavy lifting, paid above minimum wage

    ConsPoor training, poor management communication

    Advice to Senior ManagementThis place could be a wonderful place to work with better training and feed back. Jobs in call centers can be harsh, and sitel could be a great launching pad into many skills. Communication between phone monkeys and superiors allowing better feed back and training to help improvement would be a great help in employee retention and in the culture of the work space.

    • Culture & Values
    • Work/Life Balance
    • Senior Management
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    • No Opinion of CEO

     

    Operations

    Anonymous Employee (Former Employee)

    ProsRelaxed atmosphere, good people to work with.

    ConsSalary needs to improve to attract better workers.

    Advice to Senior ManagementNone

    • Culture & Values
    • Work/Life Balance
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    • No Opinion of CEO

     

    The company has changed over the years

    Call Receiver - CR (Current Employee) Omaha, NE

    ProsO.K. pay for what you do

    ConsTrying to get time off after it has been submitted for a period of time and they finally say that those are black out dates after you have been waiting over two weeks for a response.Mandatory overtime before you have a chance to sign up for over time.

    Advice to Senior ManagementListen to your employees, they are the ones doing the grunt work.

    Yes, I would recommend this company to a friend

    • Culture & Values
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    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO

     

    Professional

    Customer Service Agent (Former Employee) Bartlesville, OK

    ProsReally take vendor's needs as a priority great training flexible working hour's

    ConsPay was low for the amount of work

    Advice to Senior ManagementShare the wealth

    Yes, I would recommend this company to a friend

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO

     

    Very good learning opportunity

    Customer Service Representative (Former Employee) Man, WV

    ProsLearned a lot about customer service and the business. I worked for a Cell phone company based in the US. Company appreciated the employees efforts with raffles very often, well payed OT

    ConsManagement was terrible and stats were just crazy and unreal

    Yes, I would recommend this company to a friend

    • Culture & Values
    • Work/Life Balance
    • Senior Management
    • Comp & Benefits
    • Career Opportunities
    • No Opinion of CEO

    1 person found this helpful  

    Good launching pad

    Team Manager/Coach (Former Employee) Las Vegas, NV

    ProsThe training provided for an agent as well as for other leadership roles was very thorough and engaging. Opportunities for advancement are always opening up. This job can be a good launching pad to help you use your customer service, management and/or learning developer skills elsewhere.

    ConsStarting pay as an agent was not far from minimum wage. Environment was not always as professional as I would expect in an office environment.

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

    • Work/Life Balance
    • Comp & Benefits
    • Career Opportunities

     

    Not very efficient

    Customer Service Agent (Former Employee) Remote, OR

    ProsIt's work from home which can make it worthwhile initially.

    ConsLeft hand doesn't always know what the right is doing.

    Advice to Senior ManagementAn efficiency study might help improve administrative processes and employee performance.

    – I'm optimistic about the outlook for this company

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