Sitel

  www.sitel.com
  www.sitel.com

Sitel Reviews

Updated December 19, 2014
Updated December 19, 2014
391 Reviews
2.5
391 Reviews
Rating Trends

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Sitel President & CEO Bert Quintana
Bert Quintana
110 Ratings

Review Highlights

Pros
  • I've done the online for the work-at-home assessment - so far, so good (in 21 reviews)

  • Learned a lot about customer service and the business (in 5 reviews)


Cons
  • Administration is very disorganized and actual call center work is more stressful than it needs to be (in 16 reviews)

  • You cannot even defend your employees with upper management as they feel everyone is replaceable (in 7 reviews)

More Highlights

Employee Reviews

Sort: Popular Rating Date
  1. 1 person found this helpful  

    Decent Pay for a small town, Bad Management

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Level I Technician in Hamilton, AL
    Former Employee - Level I Technician in Hamilton, AL

    I worked at Sitel full-time (more than 3 years)

    Pros

    Flexible Schedules, good relaxed culture, casual dress

    Cons

    Management was inconsistent, sometimes inappropriate

    Recommends
    Negative Outlook
    No opinion of CEO
  2.  

    Fairness to employees:

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Work At Home Agent in Las Vegas, NV
    Former Employee - Work At Home Agent in Las Vegas, NV

    I worked at Sitel full-time (more than an year)

    Pros

    The overtime was great and met a lot of interesting people.

    Cons

    The company value needs to be addressed.

    Advice to ManagementAdvice

    If a situation arises make sure the employee is treated fairly.

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

    A Great Place to Work If You like Sitting For Long Periods of Time as well as talking on the Phone!

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

    I worked at Sitel full-time (less than an year)

    Pros

    You get to work from home
    Excellent Benefits
    Paid Training
    Opportunities for Promotion
    You get to pick a schedule you like from a list provided

    Cons

    I think training should include practice calls instead of allowing new employees to take live calls! This is one reason I didn't last long! I felt lost, unprepared and became very upset with myself because I couldn't help my customers get their problems solved quickly.

    Advice to ManagementAdvice

    I know this probably won't make a difference, but I think it would be a great idea to offer a program that allows new agents to have access to simulation practice before taking live calls. This is will ease stress and calm the nerves!

    Recommends
    Positive Outlook
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  5.  

    Pay

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

    I worked at Sitel full-time (less than an year)

    Pros

    If you like customer svc, this is the job for you

    Cons

    This job should start out paying more than $8.50 & they need a better dress code policy

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  6.  

    Ekployment

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

    I worked at Sitel full-time (less than an year)

    Pros

    The ablity to work from home

    Cons

    No support from management
    Supervisor will not take calls
    Customer upset with service they receive

    Advice to ManagementAdvice

    Be more supportive to your employee,s

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  7.  

    buddy system

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Tech Support in Orlando, FL
    Current Employee - Tech Support in Orlando, FL

    I have been working at Sitel full-time (less than an year)

    Pros

    work at home decent pay

    Cons

    will get fired if you are not friends with coaches and senior agents they will do rank downs which means they will fire mass quantities of agents based on performance scores if they decide youve worked long enough your score will suddenly go down and you will get fired

    Advice to ManagementAdvice

    stop tampering with perfornance scores

    Doesn't Recommend
    Neutral Outlook
  8.  

    Reactive, Dysfunctional, Poor Pay, Poor Leadership, Run don't walk...

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

    I worked at Sitel (more than an year)

    Pros

    Has unreached potential. Leadership is aggressive, reactive, unorganized, unaligned. Setting expectations for job, different then once you get there. Seems like they have good people, but company is simply dysfunctional, with poor communication in an aggressive sales environment.

    Cons

    Poor Mgmt, poor communication, poor setting of expectations, poor pay. Aggressive with required performance, but do not train properly, set expectations properly, or support for success properly. All communication is last minute. 6 Holidays a year, limited vacation time, benefits are limited. Pay is poor.

    Advice to ManagementAdvice

    So much wrong, wouldn't know the first suggestion as to how to fix it. Dysfunctional leadership. Market reputation poor, I ignored and wish I hadn't.

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
  9.  

    This place needs to be shut down.

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

    I worked at Sitel full-time (less than an year)

    Pros

    "Casual" dress code, clean office/building.

    Cons

    Structure of company is shoddy, at best. Dishonesty & miscommunication are major trends among the higher ups.

    Advice to ManagementAdvice

    1.Be more firm with your clients. They are not the end-all/ be-all and at the end of the day, if it wasn't for your agents on the phones, your clients would have no one working for them. If your clients have ridiculous requests, tell them that's not a viable option and explain what you CAN do, versus what they WANT you to do. And I suggest you let the clients hear a bigger variety of calls, rather than *just* the good ones. Let your clients hear how some of the agents are being abused over the phone.

    2. Try focusing less on numbers and stats and more on your agent's concerns. Hiring/firing sprees are no way to keep excellent agents. If an agent/employee is dissatisfied, do your best to rectify the situation, rather than show them the door & telling them to "fake it until you make it".

    3. Spend less time training your agents in a classroom with charts and figures and more time prepping them for taking calls, especially abusive ones.

    4. Improve morale. A 'fun committee' is something that a student government would do, not a multi-billion dollar global corporation.

    5. Be honest with your agents/employees about how things work around the office. I. myself, had been lied to numerous times by various members of upper-management and I still have not received my final paycheck.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  10. 1 person found this helpful  

    Unorganized

    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Sitel

    Pros

    None thus far, I haven't been given the opportunity to start my job...whatever it may end up being!

    Cons

    I have been told I am hired aa full time employee but...I have also been told I'm going to work for this company's campaign and then another and now 2 days before my training was to start...I'm being switched to another. Each time my starting date has been pushed out another week or two. I don't believe their managers communication standards are up to par.

    Advice to ManagementAdvice

    Learn to communicate with each other. You apparently have too many employees doing the hiring for a campaign and they are clueless as to what the other one is doing. The right hand DOES need to know what the left hand is doing.

  11.  

    SITEL

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

    I worked at Sitel full-time

    Pros

    the people steady working environment

    Cons

    lack of direction flexibility growth potential

    Recommends
    No opinion of CEO

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