Sutherland Global Services

  www.sutherlandglobal.com
  www.sutherlandglobal.com

Sutherland Global Services Reviews

Updated December 17, 2014
Updated December 17, 2014
540 Reviews
2.9
540 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
Sutherland Global Services Chairman and CEO Dilip R. Vellodi
Dilip R. Vellodi
290 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

97 Employee Reviews Back to all reviews

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  1. 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 an 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
  2.  

    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 an 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
  3. 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 an 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
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  5. 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 an 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
  6. 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 an 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
  7. 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 an 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
  8.  

    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
  9. 4 people found this helpful  

    Good "Stepping Stone" Job. Not A Career.

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

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

    Pros

    -Some good people to work with.
    -Jeans months.
    -Fairly laid back environment.
    - Time off, if you need some time off, weather it leave early (if they can afford it that day), come in late, or need a day off, if you tell them early enough, their usually pretty good about it.

    -And just to add a personal Pro, I just put in my two weeks yesterday.

    Cons

    -Benefits, I have NEVER worked for a company that charged you company cost (about $111) for medical insurance every other week. It's not even at any kind of a discount. Also, their 401K is a joke, the employer doesn't even contribute to it at all, and it barely gets invested. I've worked there just over a year and only have $400 in it, that's not right at all.
    -Pay, at $10 an hour starting off, with the verbal abuse you get from customers and managers, it's just not worth it.
    -Managers, now, I can't say this is all managers, but some are very "clicky" with each other. When I am in LEAD (manager) training, and have been the #1 salesman on my program for going on 8 months in a row, and are not offered any kind of a promotion, and they are hiring managers from other programs or people off the street, that's not right at all.
    -Co-Workers, like I said about the managers, I can't say this about everyone, but the quality of their hiring is down right disgusting. I've been told by several managers, that if you can read and write english and have a pulse, you're hired. One manager even said if he sticks a mirror under your nose and it fogs up, you're hired (saying you're alive).
    -Parking, they make you park about 4-5 blocks away at the OnCenter lot and walk, was not fun in the winter, especially last winter when it was -16 some of the mornings.
    -Security, now there is a security guard in some of the programs, what is all fine and good, but when I hear one of my former co-workers gets robbed right in the building where we're located, and even someone shot off a gun, that doesn't make me feel to safe, that might just be me.
    -The So Called "Drug Test" They Give, when they say you're hired, which is usually the same day of your interview, you are told you're gonna take a drug test, what I was fine with, and found out it's a BS mouth swab, what I find out if you don't smoke for about two days, you pass fine. Ya, quality standards there.

    Advice to ManagementAdvice

    -Hire more "quality employees", maybe they'll stick around longer.
    -Piss test people, stop the mouth swab, I guarantee half if not more of the people there do drugs, and some go to work high.
    -And not to be a racist, but bring more American values to the company, the company is from western NY after all.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  10.  

    Good to get some experience

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

    I have been working at Sutherland Global Services

    Pros

    Bonus program just started. Looks like it's going well.

    Cons

    All changes (good or bad) are too exciting.

    Advice to ManagementAdvice

    calm down and set your priorities.

  11.  

    Most positions are horrid.

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

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

    Pros

    Plenty of different programs in different locations, depending on your skillset.

    Cons

    Ohh where do I start... Definitely underpaid in most programs as we're subcontracted to do the business of other companies. Turnover is very high for a very good reason. This will be mostly 20 somethings and 50 somethings with very little in between. A program which you work on could be closed with no advanced notice and they will claim to help you with transitioning you to another, but simply send your resume to the next program head. Management seems to be gained by having the right friendships instead of performance or seniority.

    Doesn't Recommend
    Positive Outlook
    No opinion of CEO

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