Sutherland Global Services

www.sutherlandglobal.com

Sutherland Global Services Reviews

Updated January 27, 2015
Updated January 27, 2015
579 Reviews
2.8
579 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
Sutherland Global Services Chairman and CEO Dilip R. Vellodi
Dilip R. Vellodi
307 Ratings

Review Highlights

Pros
  • You work from home, you can communicate with coaches and managers through a messenger (in 21 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 was hired to do technical support (in 10 reviews)

More Highlights

102 Employee Reviews Back to all reviews

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  1. 1 person found this helpful  

    Gained Experience but Disgust Toward Leaders

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Inbound Sales Representative in Henrietta, NY
    Former Employee - Inbound Sales Representative in Henrietta, NY

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

    Pros

    Opportunities to develop business acumen
    Exposure to large corporate accounts
    Consulting opportunities
    Decent cafeteria
    Some fringe benefits

    Cons

    Low compensation
    Short-term employer (B2B contracts)
    Bad leadership
    High turnover of reps
    Mostly call center work with few positions to exit cubicles
    Bad HR management
    High turnover of leaders
    Poor training process

    Advice to ManagementAdvice

    Redesign your organization design in order to create longevity that employees can commit to. Stop using autocracy to manage workforce behavior. Implement better pay structures.

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  2.  

    Very few make any money.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - ADP District Manager in Rochester, NY
    Current Employee - ADP District Manager in Rochester, NY

    I have been working at Sutherland Global Services full-time (more than a year)

    Pros

    Simple way to make 30K, Nice 8-5 hours, or 9-6, whatever works on any given day

    Cons

    Unchallenged, unappreciated, under utilized. As a BPO they are ALL about the metrics laid out in the contract with their client, even when they mean nothing to the actual job. It's a machine that just keeps rolling and cares very little for the employees. Very misleading income expectations. ZERO 401K contribution.

    Advice to ManagementAdvice

    #1 complaint, please understand the 60EEs don't care if 'the team' or 'the program' hits 100% for the month! That is YOUR bonus, not ours!!
    Hold roundtable discussions with a mix of new, old, young, veteran salespeople. You continue to only listen to the 5, 6 that are making money and will tell you what you want to hear. You are wasting so much of our talent.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  3.  

    Bait & Switch Tactics

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Agent
    Former Employee - Customer Service Agent

    I worked at Sutherland Global Services part-time (less than a year)

    Pros

    Working from home
    Helpful Management
    User-friendly programs

    Cons

    Non-flexible schedule
    Extremely short positions
    Bad communication

    Advice to ManagementAdvice

    Stop with the "Bait & Switch" tactics!
    They will tell you they have an opportunity for you, that it will last a 6-month period. However, they dislike hiring those who need Part Time only.
    10 hour days in one week of training, then 2 weeks on the position which was actually cut short beginning of the second week. They also expected EVERYONE to work 12 hour days.
    Most people who take Work at Home positions DO NOT have time to work 12 hours per day, 6 days per week! They have families! Most of them are stay at home moms who can only do Part Time work!

    Don't lie to potential hires to fill your agent quota for the time of need then dump them off.

    I was told my project would last until May. They let me, and many other agents go beginning of the 2nd week and then promised a "new project" would "maybe" start mid-late January. Some families can't afford to wait for a company to have work.

    Get organized and stop lying to applicants!

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
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  5. 1 person found this helpful  

    Save your time

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

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

    Pros

    Pay was reasonable if you made it out of nesting

    Cons

    Training was the worse! Very boring. Not interactive.

    Doesn't Recommend
    Neutral Outlook
    Approves of CEO
  6.  

    Process Associate

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee in Chesapeake, VA
    Current Employee - Anonymous Employee in Chesapeake, VA

    I have been working at Sutherland Global Services full-time (less than a year)

    Pros

    Flexible work schedule, benefits are ok

    Cons

    Manager doesn't listen to employees, wants you to work in silence. Some correspondence is very toneful. HR is non existent.

    No opinion of CEO
  7. 2 people found this helpful  

    If you want nothing but lies this is the place to be.

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

    I have been working at Sutherland Global Services full-time (more than a year)

    Pros

    -Working from home.
    - Most of the RS people are very helpful and some of the coaches.
    - If you are looking for a job to pass by time and love the drama and confusing then this will be the place.

    Cons

    -You are lied to about almost everything.
    -The inexperience coaches that think they know what they are doing.
    - The managers OMG some of them is all about self.
    -It's a you do what I say or you are out the door.
    -The systems and tools really sucks and don't work half of the time.
    -The AT&T Uverse Project is not a good one to be hired to because of all the confusing and the lies that are being told and you can't get a straight answer from no one in management.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  8. 1 person found this helpful  

    Not what I was told

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Technical Support
    Former Employee - Technical Support

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

    Pros

    Flexible hours, benefits, there is some support (if you are lucky), working from home so no gas money needed

    Cons

    do not expect to have all the support you need; begged for help for months and could not get t; had a coach who did not know how to use the tools themselves; when trying to find a manager, be prepared to call multiple ones and still be sent on a runaround; very high turnover and favoritism plays a major role in getting promotions

    Advice to ManagementAdvice

    treat people fairly; give opportunity to your employees equally, not on personal feelings; be consistent and organized and not make decisions on the fly; be reachable an approachable; stop making your employees scared to reach out by intimidation

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  9. 2 people found this helpful  

    Incredibly disappointing

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Representative
    Former Employee - Customer Service Representative

    I worked at Sutherland Global Services part-time (less than a year)

    Pros

    It's work from home, the training is paid (though at a lower rate) and you have the potential for more hours.

    Cons

    I was offered a position with the Cox division doing their customer service. However, even before I started, I was disappointed because I was told by one person that training would be from 1p-9:30p. A day or two before training began, I was informed in an email that it would actually be from 11a-7:30pm. The fact that the training for a PART-TIME job was full-time for over a month was bad enough, but the change in hours made it even more difficult to try to have any other employment.

    The training itself was bogus. We spent more than half of the training time (three weeks of actual training - one in nesting) on how to sell services and how to empathize with the customer (shouldn't someone who has had ANY customer contact know how to empathize with the customer??). However, I will say that the trainer herself was patient despite the fact that there were so many software/hardware issues because apparently Sutherland doesn't bother screening people for basic PC knowledge or any type of listening ability so people had to be coached on simple tasks and instructions had to be repeated multiple times.

    During the four week training, multiple emails came out requiring overtime - at one point, two hours each workday were required AND two hours on each of your days off. From what I heard, they tout flexibility, but they want YOU to be flexible. Multiple emails came out during the day/evening with sales numbers and pushed the reps to make more sales. The spiffs for the sales were not that great either. The pay is really low - apparently significantly lower than what Cox pays their employees to do the same job.

    The straw that broke the camel's back for me was when they told us that the schedules we would be offered would be FULL-TIME (despite being hired for part-time) and that if we wanted part-time hours, we would have to request them. It might be okay for some people, but not for me.

    Advice to ManagementAdvice

    Streamline training and focus more on operating the software than common sense subjects like empathy and how to talk to people that should be a given for anyone who has had any customer contact. Focus on service over sales and increase pay.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  10.  

    B2B AT&T Sales

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - B2B Sales Representative in Rochester, NY
    Former Employee - B2B Sales Representative in Rochester, NY

    I worked at Sutherland Global Services full-time (more than 3 years)

    Pros

    Its an inbound call center. So you don't ever worrie about having to make any cold calling. There is opportunity for advancement within Sutherland.

    Cons

    The management can be a joke most of the time. There's an extremely high turnover rate. The commissions have fallen to next to nothing.

    Advice to ManagementAdvice

    Try and hire manager's that have a clear understanding of what the job entails.

    Approves of CEO
  11. 2 people found this helpful  

    Sutherland is alright, it's ATT that's Hell

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Representative
    Current Employee - Customer Service Representative

    I have been working at Sutherland Global Services full-time (less than a year)

    Pros

    You work from home......that's really it. You communicate with coaches and managers through instant messenger.

    Cons

    AT&T Uverse it the worst, that's who i was contracted to. My first two coaches were great, but the last one was to much of a micro manager. Every Time I signed on, I get a message from her to talk. It was a little intimidating. low pay, I understand it's because its at home, but call center work is stressful.
    Training was fun, but nesting was very unorganized. I was last to get on calls then I was thrown out to the sharks.
    Schedules change on a monthly basis.

    Advice to ManagementAdvice

    Tell some of your coaches to relax! I would not recommend this company to anyone if ATT is a client.

    Doesn't Recommend
    Disapproves of CEO

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