Sitel Reviews

Pros

Relaxed atmosphere.
Very casual dress code.
Great training class.
Good coaches.
Very flexible hours/overtime available all the time.
Lots of incentives for making bonuses. (e.g. adherence bonus)
Not a sales job, just customer service.

Cons

*Since the client at the Sitel I worked for was a bank and we handled credit cards, there was a lot of information to learn (many times irrelevant to the job) and policies are constantly changing. (e.g. every time a new federal regulation is released, it effects how we do our job. It is almost like being retrained every couple of weeks, which is extremely frustrating.
*Tons of statistics to meet.
*Conflicting expectations of employees.
*The quality team is constantly back and forth with either keeping your handle time on calls low or keeping your engagement high. Both stats effect your quality ranking and bonuses. So if you have a short call and meet your handle time goal then you're required to improve your quality or "customer experience", which in turn makes your handle time high. You can't win.

Advice to Senior Management

Know exactly what you need of your employees and don't change quality expectations every week because you have low numbers in certain areas. Employees are not numbers on a chart. Put yourself in their shoes. This alone would decrease stress in the workplace.

Pros

Flexible schedule, Good people that work here.

Cons

Horrible communication with upper management and employees. Management keeps getting bonuses but tells Employees no raises in 4 years.

Advice to Senior Management

Share the wealth and communicate

Pros

Sitel has a wonderful leadership development team, which supports the multitude of opportunities available.

Cons

Sitel needs to be fair when it comes to ages. Too much focus on the bottom line not enough of the employees.

Advice to Senior Management

Pay fairly and you will be rewarded by hard working employees.

Pros

Great Benefits and great people

Cons

Dying Industry causing lots of layoffs

Advice to Senior Management

Invest more in reps/facilities

Pros

I feel comfortable working at this company.
I can share experiences with senior engineers from de the same company.

Cons

The work is sometimes hard,but I think is necessary for my professional carees.

Advice to Senior Management

It's necessary to give training to engineers.I personally believe that every companies in the world use tecnological resources such as the Internet .Those resources are necessary in Sitel too.

Pros

-Guaranteed 40 hours; unlimited overtime sometimes available
-Friendly co-workers
-Incentives for high scores on calls
-Informational meetings w/ supervisor, HR, etc. on new policies

Cons

-Little flexibility with work schedules; HR made it difficult to switch shifts
-No time between calls for after-call work
-Outdated computers that frequently broke (often during a call)
-Lack of communication between immediate supervisors and agents (ask any question, and 5 different people will tell you 5 different things, guaranteed)
-Often ridiculous expectations from clients

Advice to Senior Management

There was a box for employee feedback outside of the HR offices, but it disappeared. It seemed like a good way to anonymously communicate with management.

Pros

The people you will work with, I have made friends for life at Sitel. Also the training you will recieve, I started with Sitel as a basic phone associate with no supervisory experience, and was able to make it all the way up to Operations Manager, running a 300 person department and managing 12 million in Revenue a year, all based completely on the training I recieved from Sitel. This is a common experience in Sitel, and if you have a drive to succeed you will be able to repeat this.

Cons

The Pay is lower than almost every other call center out there, or as it was put to me by a Vice President once, "How much money do you think I make? I work for the same company you do."

Advice to Senior Management

Accept less than 35% GM and pay your employees more. Open up the Coach and Operations Manager Tracks to more associates, the increase in expense will be more than offset by the increase in Bench Strength.

Pros

The people within the company

Cons

Overall communication within units and regions within the company

Pros

The buling is nice and there is plenty of parking in the garage. The location is great and accessible to the interstate.

Cons

The management is awful and the company is very unorganized. The company is not stable and financially unfit. Employees are not treated fairly.

Advice to Senior Management

Get quality people in management and don't hire if you know you don't have the money to pay your employees!

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.