Sitel Reviews

Pros

Some good management, possibility of making a lot of money, flexible in schedule.

Cons

Communication is poor, More calls you take, harder it is to make bonus. Overall don't care about you.

Advice to Senior Management

Maybe instead of threatening to fire everyone if you don't improve, maybe you should support your employees and help them.

Pros

-Ability to run my business without too much push back
-Good people who what to do the righ thing

Cons

They are not the best paying BPO. Their benefits package is nothing to write home about. I

Advice to Senior Management

Take more stock in the employee surveys than in the client pulse reports.

Pros

You receive usually 2 to 4 weeks of paid training specific to the campaign you will be working on.

Cons

Their attendence policy,the favortism,dress code and the building is never thermostatically correct and the computers never work properly

Advice to Senior Management

actually care about yor employees as individuels and not just a body to fill a seat

Pros

Very diverse industry, opportunity to work with multiple clients

Cons

Little investments in people, constant cost pressures, unrealistic pressure from clients

Advice to Senior Management

Be ok with a smaller, but higher quality company

Pros

Health Benefits is one of the best (if not the best) in the industry. But management was in the process of changing it to save some money but that was not beneficial to the employees..

Cons

Things got worst when they assigned externally hired SOM, OMs and Director in my account that made the agents life difficult.

Advice to Senior Management

Do not look at your agents as numbers..

Pros

It is not difficult and people are all like minded. It is very close to the freeways. There will always be jobs available even though some campaigns leave.

Cons

Communication is lacking within management. Management doesnt know information before most people. The contracts where handles badly

Advice to Senior Management

Dont promote people who dont deserve it. Pay the people who work for you accordingly other wise they will go work for a real company

Pros

Steady paycheck
Guaranteed hours
lax dress code (in my facility)
lax corporate culture (in my facility)
Free Internet Computers and Phones for employees to use on breaks
For the most part, they seem to hire anyone as long as they are breathing

Cons

Where do I start:
Poor training and development
Computers and software from over 10 years ago still being used like it's the best thing ever
VERY lax structure, leaning towards favoritism within management groups
When a computer breaks, it stays broken forever before being fixed (i'm talking about something as simple as replacing a keyboard...it stays broken forever until the IT department 'fixes' it.)
Dirty, broken, stained chairs and tables and carpet.
The place is a constant madhouse of employees coming and going. Not many people stay very long in this place and for good reason.
They seem to hire anyone that is breathing...it takes a certain type of person to do this job...bad employee choices hurt the business.
People not making the grade are 'weeded' out by management constantly.
Promotions are a joke
Managers have the personalities of brooms
The place is like Peyton Place.

Advice to Senior Management

Offer better pay., better promotional opportunities and for God's sake please update the technology....Windows XP was the bomb in 2002 but it's 2011...move on please!

Pros

- You get a feel for what it is to be a technical support agent.
- You have a headset (yeah it's sad).
- It's a decent job, but you earn barely over minimum wage.

Cons

- Almost no room for improvement and career mobility, some agents have been there for 5 years and have not been promoted.
- Company culture is hypocritical - HR employees frequently speak Tagalog in the office, agents are unprofessional in their behavior towards customers, some level 2 technicians are condescending.
- No additional training once you get on the floor (Toshiba account), you don't get better in troubleshooting and such.
- Constantly changing schedules, per week - I mean, I expected shifting schedules, but sometimes you work 6 or 7 days in a row, and every day, the shift hours change. Sometimes, you don't even have a shared lunch with at least a member of the team.

Advice to Senior Management

I guess treat people as people who want to learn new things everyday and want to have career advancement, instead of grunts and such.

Pros

Flexible schedules, wide variety of work options (technical support, customer service, etc.). Decent pay for the area, but not for the type of work.

Cons

Incompetent management, not friendly to people with children, soul crushing work (I am sorry ma'am, we cannot replace your brand new computer that you use to communicate with your grandkids). Managers are implicitly encouraged to skirt the rules to improve their performance.

Advice to Senior Management

Sitel needs to realize that it can't game the system. I've seen too many cases of Sitel losing accounts because managers were pressured to improve their team's performance by any means necessary. This resulted in layoffs and workers being hurt due to managerial negligence.

Pros

Well, it's a job -- in this economy, that's something, I guess. The pay and benefits are consistent with other call centers.

Cons

Customer service is a stressful job no matter how you cut it; people are unhappy when calling in, and they transfer their dissatisfaction with the company to you as a person. This can be tempered with good management, but that's not how Sitel operates. Favoritism abounds and it doesn't matter how well you do your job, you're not going to get off the phones unless you're the supervisor's BFF.

Advice to Senior Management

Recognize employees for the work they do, not how good they are at sucking up. Get some management in your call centers who actually know how to manage, not just bully and intimidate.