Sutherland Global Services

  www.sutherlandglobal.com
  www.sutherlandglobal.com

Sutherland Global Services Reviews

Updated October 16, 2014
Updated October 16, 2014
508 Reviews
2.9
508 Reviews
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Sutherland Global Services Chairman and CEO Dilip R. Vellodi
Dilip R. Vellodi
275 Ratings

Review Highlights

Pros
  • You work from home, you can communicate with coaches and managers through a messenger (in 20 reviews)

  • Flexible work environment, freedom to explore imagination and creativity (in 24 reviews)


Cons
  • Work life balance is depends upon project you are working on (in 10 reviews)

  • low pay, I understand it's because its at home, but call center work is stressful (in 10 reviews)

More Highlights

72 Employee Reviews Back to all reviews

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  1.  

    The worst place to work in Houston. Stay away!!!!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Team Manager in Houston, TX
    Former Employee - Team Manager in Houston, TX

    I worked at Sutherland Global Services full-time (less than an year)

    Pros

    Drama (if you like that kind of thing)

    Cons

    Inexperienced upper management
    Disorganized
    Extremely low pay
    Revolving door
    Unethical tactics
    Discord among employees
    Sexism
    Scandal
    Favoritism
    Intentional sabotage and encouragement of disorder directly from upper management

    Advice to ManagementAdvice

    Fire everyone and start over from the ground up. Aside from that, the Houston market is bound to fail tremendously based on current leadership and no real core values.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  2. 3 people found this helpful  

    Terrible experience.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Care Center Technician in Rochester, NY
    Current Employee - Care Center Technician in Rochester, NY

    I have been working at Sutherland Global Services part-time (less than an year)

    Pros

    WAH has a freedom unlike other work types. One could take a moment to take care of business without having too much to do with negative feedback from people. They'd sometimes have shining stars in the darkness of getting support, some people there were quick to give you help and should be commended for their kindness and efforts amidst the problems that have been creates by CCOD and poor Management positions, these people were simple consultants themselves.

    Cons

    Terrible restrictions on WAH associates. They claim they support their employees but their Cox PHX support "team" but their training needs a huge load of work in order to become anything close to supportive. Their resources and software were out of date piece-meal systems that caused daily problems with support times for clients. When I tried to place myself in Aux 6 for down times for common problems with the software ui that happened daily and were well known issues they'd accuse you of abusing the system treating you like you were in high school. Their sales focus is so wrong they actually had people stealing sales from one another and signing customers up for services customers didn't even know they had. On several occasions they'd chastise you for not getting a yes on service to sales calls where people would call in about their products not working, understandably irate. Their leadership didn't seem to care about the human element of the position, their only concern in this environment was the penetration number. You couldn't call out with any real ailment or issue or sickness because it would arouse immediate suspicion despite any evidence you might have to the contrary. Their training is extremely short for the extreme amount of information they are throwing at you and they expect you to be fully prepared and memorize everything by 6 weeks time, a fraction of the time the actual company you are supporting uses for their training programs. Their schedules are fixed, no rotations, if you manage to get one that's every weekend you get stuck with it because their announcements on schedule bidding would get "lost" if you weren't one of the "favorite" sales people. Training for sales was non-existent, on the several occasions I reached out to my team leader and the manager of the entire department before his departure I was given a "just do it" instruction on how to communicate with the customers, no typical qualifier process or training video I've experienced in other companies with a sales focus to ensure that employees are properly trained and successful. Instead of helping the employees be successful with proper training we received several emails with how others do it well after the time it takes to be in training. They'd actively log you into a chat room to harass you about sales numbers when you first log in. They'd hire a large section of the populous and lose people left and right over and over due to their terrible management practices and toxic sales environment, this has probably been going on for months if not years and was explained to me to be a recent change in the company according to old heads in the business. The benefits of sales are a spiff system that hardly compensates associates for the toxicity of the sales pressure environment that breeds a pirate-like system of theft from other associates and services activated that customers don't even know they have. Their call scripts were inhuman and required a robot like response to receive proper scoring on what you said instead of how you treated the customer and helped them. Their resources were scattered all over the place were most of the time hard to find and would have frequent problems loading.

    Advice to ManagementAdvice

    Don't treat your employees as teens, they are all adults they deserve respect. Compensation for sales should be moved out of the spiff and into a more lucrative area. Don't create a toxic sales environment for your tech support associates by constantly only worrying about the numbers, a positive environment where numbers are secondary to support would bring about a better work experience and has been proven to increase sales because your associates are happier and well compensated. Train your associates for everything and increase their training time to twice as long, practice makes perfect. Speak with software developers to make all resources available to the associates in a single interface so that information isn't such a chore to find (ie. ICOMS error codes and what they mean, ICOMS guides that actually reflect what the associate is seeing when they are entering a sale, proper phone listings with appropriate global names on file). Improve the CCOD interaction with associates by removing the crazy number of restrictions on WAH associates. Make scheduling a rotation rather than a fixed bidding system in which favoritism grows dependent on sales numbers. Fix Avaya so that it doesn't instantly put you in another call if one gets dropped if you want associates the ability to call customers back (Avaya would frequently disconnect people working in a WAH environment making it almost impossible to call the customer back) if we had 10-15 seconds to place ourselves in Aux 5 before the next caller we'd be able to catch those customers who called previously. Redux your entire training program to include a comprehensive sales guide complete with qualifier questions, examples on who people say and how to overcome objections. Trending was a great idea for problems we saw out in the field but we also needed trending for other departments, like the frequent problems we saw come in from sales transfers not being entered properly, or technicians especially contractors that treated the customer as less than human, if you had a reporting system for those trends you would have eliminated frequent problems we'd have like missed appointments or false entry of sales where customers didn't even know they had a service but wondered why their bill increased which was directly due to your toxic sales culture. Becoming a team manager shouldn't require that they are a good car salesmen, it should require that they have the proper personality traits to interact with associates, the same goes for CCOD/Cox PHX Support. I can't tell you the number of times I've had a terribly poor response from CCOD and Cox PHX because they were "busy" and didn't want to deal with the question at hand, in which they gave not only an improper response but they also were in such a rush they offered up the wrong information entirely.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  3. 2 people found this helpful  

    Horrible!!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Gateway Helpdesk Support in Rochester, NY
    Former Employee - Gateway Helpdesk Support in Rochester, NY

    I worked at Sutherland Global Services full-time (more than an year)

    Pros

    You could learn a lot but overall, it wasn't worth the learning you got.

    Cons

    Lead through fear and intimidation. Horrible working conditions--winter it was cold, summer it was hot. Bathroom floors were often covered with feces in stalls and seats. Were not allowed to take breaks and often, you were not allowed a lunch. You would work 6 hrs straight with no lunch. No ladder of opportunity for growth. Sexual harassment run rampant and was "overlooked" by managers that could not manage.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
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  5.  

    Worst job ever

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Consultant in Rochester, NY
    Former Employee - Consultant in Rochester, NY

    I worked at Sutherland Global Services full-time (less than an year)

    Pros

    Pros? You can do a lot of work at home. That's about it,

    Cons

    Where do I start? Even as a WAH worker, the schedules are STRICT and there is likely no way to take time off, even without pay. Supervisor is immature and not forthright.

    Advice to ManagementAdvice

    ASK your employees what they think and act on it.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  6.  

    Sutherland is horrible!

    • Comp & Benefits
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Sutherland Global Services

    Pros

    Only getting a check was the best part

    Cons

    Management and they have a high turn over for a reason!

    Advice to ManagementAdvice

    Please get your company together, it has nothing but young ghetto people working there and the managers are sleeping with the employees ! It's by far the worst place ive worked and they simply look for reasons to fire you ! They told me they were overstaffed bull shxt !

  7.  

    My homeless friends get more respect than I do.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Exec in Chicago, IL
    Former Employee - Exec in Chicago, IL

    I worked at Sutherland Global Services full-time (more than an year)

    Pros

    This was the best place to say I left. Good leaders at certain levels, but the best ones are leaving

    Cons

    Executives at the highest level have lost the closeness with employees and what they do for customers. Cost cutting is a priority over innovation.

    Advice to ManagementAdvice

    Wake up. Get out of your office. Stop talking to investors and start talking to customers and employees.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  8. 3 people found this helpful  

    Unprofessional

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Senior Underwriter in Houston, TX
    Former Employee - Senior Underwriter in Houston, TX

    I worked at Sutherland Global Services full-time (less than an year)

    Pros

    None other than getting a paycheck

    Cons

    Horrible management
    The team leads no NOTHING
    Too many inexperience underwriter
    You can't this company on a resume you are sure not to get hired!!!

    Advice to ManagementAdvice

    Start over!!!

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  9. 2 people found this helpful  

    The reason work at home companies get a bad rap

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - W@H Customer Service Representative in Nashville, TN
    Former Employee - W@H Customer Service Representative in Nashville, TN

    I worked at Sutherland Global Services full-time (less than an year)

    Pros

    Work at home (I guess)

    Cons

    Trainers are horrible. My trainer was the worst trainer ever. Long pauses without an explanation, would answer a question with a question, did not role play until fourth week of training like anyone can retain information for that long before applying it. I found out more about anime than about the company. Antiquated computer systems did not make the job any easier.

    Advice to ManagementAdvice

    Upgrade computer systems, completely overhaul the training department, pay more money.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  10. 4 people found this helpful  

    If you're so desperate that McDonald's look good, work here.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Tech Support in Rochester, NY
    Former Employee - Tech Support in Rochester, NY

    I worked at Sutherland Global Services full-time (more than an year)

    Pros

    You definitely learn skills you can take to another job. You also earn enough to keep your head just barely above water, especially if you can get food stamps.

    Cons

    Everyone who is there is miserable, its just a way point to the next low wage job. No one respects you, your opinions or your ideas. Be careful if you get pregnant and need extra support, they'll find a way to push you out of your job.

    Advice to ManagementAdvice

    Maternity/Paternity leave should be a part of the benefits package. Also, now that minimum wage is increasing, consider increasing wages to something more livable. I was making $11 an hour, and after taxes and insurance (the lowest plan offered and no vision) I was bringing home $605 a paycheck- our rent was $595 a month.

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    Sutherland Global Services Response

    Jun 12, 2014Sourcing Solutions Specialist

    Thanks for your review. I’m glad you were able to acquire some solid skills during your time here at Sutherland. We strive to promote a positive atmosphere for all of our employees. We know that ... More

  11. 3 people found this helpful  

    Unwilling to negotiate pay, poor organization

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technical Support Consultant in Rochester, NY
    Former Employee - Technical Support Consultant in Rochester, NY

    I worked at Sutherland Global Services full-time (less than an year)

    Pros

    Full-time position - guaranteed full-time with optional overtime (although sometimes this is forced overtime)

    Cons

    Low pay - I was hired to do technical support. I held a bachelors degree in computer science. They were unwilling to negotiate the pay and payed me the same as people who had recently graduated high school as well as people that barely could use a computer.

    Poor organization - I requested time off ahead of time for my wedding. The person who handled time off requests approved it verbally. When I returned to work I found out that I had been fired for no call/no show

    Advice to ManagementAdvice

    Work for a better company. This company exploits workers. Additionally the founder is from India where he exploits his own people.

    Doesn't Recommend
    Disapproves of CEO

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