Sutherland Global Services
3.0 of 5 393 reviews
www.sutherlandglobal.com Pittsford, NY 5000+ Employees

Sutherland Global Services Reviews

Updated Apr 1, 2014
All Employees Current Employees Only

3.0 393 reviews

                             

77% Approve of the CEO

Sutherland Global Services Chairman and CEO Dilip R. Vellodi

Dilip R. Vellodi

(226 ratings)

57% of employees recommend this company to a friend
67 Employee Reviews Back to all reviews
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Its a job

Inside Sales Representative - Stubhub (Former Employee)
Rochester, NY

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

ProsThey hire anyone, and have decent benefits after 6 months. Theres advancement opportunity.

ConsThey hire anyone, and the pay isnt great. They talk up commission aspects of different programs to tell you how much you can make, when they take every opportunity they can to screw you on your commission payout. The HR department is useless. HR issues such as sexual harassment and racism in the workplace are talked up and dismissed, people who go to HR over members of management have gotten fired. Huge turnover rate.

Advice to Senior ManagementBe a little more selective about the people you hire, and you'll have a lighter turnover rate. Get a human resources department that actual does their job.

No, I would not recommend this company to a friend

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It's just a place to start

Anonymous Employee (Former Employee)

I worked at Sutherland Global Services

Prosen... I don't see any

Consmanagement + low pay + stress of sale

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A great place to gain valuable skills but that's about it.

Customer Service Representative (Former Employee)
Rochester, NY

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

Pros-The benefits they provide are actually pretty good.
-The program I worked on actually provided good training.
-I was able to get invaluable experience with customer service.
-Adequate PTO available after a couple years.
-Some managers were competent.

Cons-There was no quality consistency between other sites working so you would end up having to fix their mistakes.
-Wages are low in regards to the work you do. However you may receive a paltry commission.
-Clients can be slave drivers. The clients also had their own call centers doing the same job as us. There were times they would close down their call centers on a busy day so they can have a company picnic while we had to pick up their slack.
-Senior management kowtows to the clients like gods and would avoid advocating our concerns to the client.
-You may apply to take normal customer service calls because you don't want to do sales, however if the client asks for it Sutherland will force you to do sales training and take sales calls. There is no way to get out of it even if you're uncomfortable with doing so.
-You are given expectations of what to expect and then the client still does whatever they want regardless of set expectations.
-Increased training and responsibilities does not translate into a greater pay.
-Computer towers, monitors, and peripherals are constantly taken and moved to different work stations by people. Even though it's against company policy and can be considered an infosec violation, manager won't do anything about it.
-Computers are outdated and are in constant need of repair. They still have the old ball mice which I had assumed went extinct.
-The work environment in general is disgusting. There are large months old food particles everywhere. It's not uncommon to see BBQ sauce, grease, you name it spread everywhere because your fellow employees cannot respect their surroundings or other people. There was an OSHA notice in the hallway regarding bedbugs found on premises. Their outsourced cleaning crew takes poor care of the bathrooms, paper towel and soap dispensers are often neglected. This can go on.
-HR is spineless
-It takes an act of God to get an internal transfer, unless the program needs to get rid of people.
-You work when the client wants you to work, no exceptions.
-You need a day off? First they need to see if there is an opening, if not too bad so sad. If the company is going into a busy season, well it sucks to be you.
-If you are good at your job and know what you're doing you can stay right where you are. If you're mediocre or popular you can become a manager.
-Oh did I mention moving up does not mean wages go up?
-You can only get benefits or PTO after 6 months.
-The chairs are at least 10 years old, grimy, and broken. It's so bad that chairs are being taken from the break room and cafeteria.

Advice to Senior ManagementFight for your employees as they are the service you provide, without them you are nothing. Stop groveling at the feet of the clients, especially when you have years of business with them. It won't kill you or your contract to ask for more money to pay your employees. Upgrade your equipment, it may be a huge investment but it will pay off in the end. On that note if your clients are not up to speed technologically help them with doing so. Helping a client correct and build a better infrastructure will provide a better foundation and a stronger partnership.

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 is a company to work for temporarily, but don't expect to retire from this place.

Tam Manager (Former Employee)
Houston, TX

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

ProsMany opportunities for promotions. They are putting systems in place for managers to be successful.

ConsNo stability. They hire incompetent staff. No matching 401k. Culture can be horrible with incompetent staff. People misrepresent experience and can get in the door at this company. The company should do a better job at screening candidates.

Advice to Senior ManagementHire the right people the first time around.

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Good place to start out but not a career

Customer Service Team Manager (Former Employee)
Rochester, NY

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

ProsGood place to test your work ethic and handle a fast paced environment. They promote (most of time) from within the company.

ConsLittle pay for reps. Benefits are very high for the first 2 years. They have a throw you into the fire mentality, where they don't train or coach managers. Focus on the mistakes that are made. The company reacts rather than prepare for the next big thing. Schedules are all over the place and you won't have the same one for 2 months in a row. No accountability on upper management.

Advice to Senior ManagementCare about the employees who are on the front lines a little more.

No, I would not recommend this company to a friend

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Company Not Honest in Employment Interviews

Tech Support Representative (Former Employee)
Dallas, TX

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

ProsTM was great, training not bad

ConsBe ready to sell vs providing tech support

Advice to Senior ManagementJust be honest up front

No, I would not recommend this company to a friend

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Good job out of college, not a forever career.

Customer Service Representative (Former Employee)
Henrietta, NY

I worked at Sutherland Global Services full-time for more than 5 years

ProsOpportunities if you work in the right department.

ConsNot every department treats employees right.

Advice to Senior ManagementDon't use threats to get sales!!

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

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It is a steady paycheck

Technical Support Representative (Current Employee)

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

Prosno shortage of hours you can work as much overtime as you like. as a matter of fact, its mandatory.

Conshigh turnover. almost non existent training for work st home. ABSOLUTELY no supplemental training. policies change without employee knowledge. if you take a tech support offer..be prepared theyre ONLY concern is sales

Advice to Senior Managementtrain train train

No, I would not recommend this company to a friend

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It was okay

Anonymouser (Current Employee)
Minneapolis, MN

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

ProsThey paid on time. You get full time work. Not much really to say about it.

ConsI hate the fact that you don't earn PTO until after 6 months, the constant hiring of people only for half of them to quit is crazy. Can't keep more than 130 agents for current project and that is crazy having that many agents to not be able to handle the call flow. Causes customers to sit in a que for more than 20+ mins. Not a big fan. If you take a day off, of course it's unpaid you have to really make it up the same day kinda if you don't it's considered a UA day and you only get 10 a year. Too much to list.

No, I would not recommend this company to a friend

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Technical Consultant

Technical Consultant (Former Employee)
Syracuse, NY

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

ProsFast paced. During the thick of tax season, there was alot going on constantly. There was alot to learn quickly. It was a pleasure to help customers through their tax issues.

ConsPay was extremely low compared to employees who performed the same roles for other companies.

Advice to Senior ManagementHave a professionalism workshop for the employees when they start.

Yes, I would recommend this company to a friend

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