Sitel Reviews

Updated August 14, 2015
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  • Saint Catharines, ON (Canada)
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1.8
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Sitel President & CEO Bert Quintana
Bert Quintana
1 Rating

Pros
  • Great options for work at home positions (in 21 reviews)

  • Learned a lot as a manager, that's a good "school" (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 Pros and Cons

8 Employee Reviews

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  1. Technical Support Specialist

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Technical Support Agent in Saint Catharines, ON (Canada)
    Former Employee - Technical Support Agent in Saint Catharines, ON (Canada)
    Doesn't Recommend
    Positive Outlook
    No opinion of CEO

    I worked at Sitel full-time (More than 5 years)

    Pros

    None, wages are OK, but countered by requirement to pay into a benefit plan

    Cons

    Too many to list fully... You are treated like gold, till your training finishes. Once in the floor, this place is worse than the military, and yes, I worked in Mobile Infantry

    Advice to Management

    Treat people like humans!


  2. Good place to get retail experience

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Technical Support Agent in Saint Catharines, ON (Canada)
    Former Employee - Technical Support Agent in Saint Catharines, ON (Canada)
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    40 hours per week, Just sit there and talk, generally, than you make money. Friendly environment, Paid training, Always hiring,

    Cons

    Sales target always push you,


  3. Technical Support

    Former Employee - Technical Support in Saint Catharines, ON (Canada)
    Former Employee - Technical Support in Saint Catharines, ON (Canada)
    Doesn't Recommend
    Negative Outlook

    I worked at Sitel full-time (More than a year)

    Pros

    non at all. Company will make it's employees do anything the client says. I worked on the Cox Communications campaign. Literally every customer I spoke to was disgruntled with product, very negative environment. I would not work here again.

    Cons

    everything. absolutely awful workplace. micromanagement was on a whole different level. save yourself the grief and move on. it's not worth it.

    Advice to Management

    I don't management in this company is capable to taking advise. the only thing they listen to is a demand from their master the client. they take on worst companies the to work for and treat their employee like dirt.


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  5. Helpful (2)

    Sitel - A Prime Example Of What Not To Do

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Saint Catharines, ON (Canada)
    Current Employee - Customer Service Representative in Saint Catharines, ON (Canada)
    Doesn't Recommend
    Negative Outlook

    Pros

    You can get a job here pretty much no matter who you are, whether you're fit to be in close quarters with others or not.

    Cons

    1) The pay sucks. 2) They take money from your pay at every opportunity, for every supposed "legitimate" reason. Having to pay for equipment that you need just to do your job being a prime example. 3) Character asassination and slander run rampant, and it is particularly sad to see it from management towards employees. 4) They literally don't want you to have a life outside of work. EVERYTHING needs to be Sitel, or centred around Sitel.

    Advice to Management

    The so called "goals" here are absurd. These people are not just money hungry, they're money INSANE. Every aspect of employee performance, from call duration to the length of time to do after call work to break times is centred around employees working like robots jacked on about 10 cans of Red Bull. If you need, and I mean NEED a job for a few months to get on your feet, go to Sitel. And apply for other work every damn day you're there.


  6. Typical Call Center Environment

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Bilingual Technical Support in Saint Catharines, ON (Canada)
    Former Employee - Bilingual Technical Support in Saint Catharines, ON (Canada)
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I worked at Sitel full-time (More than a year)

    Pros

    most people are ok if you are in a small team, good benefits, senior management friendly with employees, good values, casual dress code optional

    Cons

    too much Voluntary Departure Time offered to the employees means loosing some businesses, low pay rate means losing valuable employees, not so up-to-date with technology

    Advice to Management

    upgrade your tools, make more small dynamic teams, keep up your micromanagement on their toes, get more clients


  7. Customer Service Rep

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Services Representative in Saint Catharines, ON (Canada)
    Former Employee - Customer Services Representative in Saint Catharines, ON (Canada)
    Recommends
    Neutral Outlook
    No opinion of CEO

    I worked at Sitel full-time (Less than a year)

    Pros

    Great training period, continuous for new products Support team was adequate while you were on the phones Feedback was provided for change that was needed of you on a regular basis Very positive atmosphere

    Cons

    Can be stressful if you need to meet a quota Health benefits take a while to process Not much flexibility for your personal schedule

    Advice to Management

    Improve the benefits for employees who need and rely on them Improve schedule flexibility


  8. Helpful (1)

    The "has-been" outsourcing company of choice

    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Former Technical Support Agent in Saint Catharines, ON (Canada)
    Former Employee - Former Technical Support Agent in Saint Catharines, ON (Canada)
    Doesn't Recommend
    Disapproves of CEO

    Pros

    Employees never miss a pay cheque.

    Cons

    Company does not know how to hire staff that understand the value of putting in a good day's work and therefore leave the minority of hard workers to make up for the majority of slackers. Management don't care and use a "buddy system" of promoting. They also offer few employees reasonable raises if a raise at all and yet newly hired staff with no experience are routinely paid more. Even so, the pay scales are so low, it's difficult to live a reasonable lifestyle unless of course you are one of the majority of 20's something staff that live at home and pay no rent and have nothing better to do than blow their money on "stuff". Those of us that have families hear this all the time. The office is more concerned about not losing the company's biggest client, Hewlett Packard, and go all out to eliminate what they "think" are threats to lose the contract. Many of the best employees overall may have a bad day and be fired on the spot for what is perceived as not being a team player and doing whatever is required to keep the client. There is no thought of taking care of the client's customer, that is a very low priority and yet staff deal with the client's customers and it is the unreasonable reviews that are based on the interaction with these persons.

    Advice to Management

    I cannot give any advice, there is no point. They don't ask for it now nor do they listen anyway.


  9. The Customer support experts that could be customer focused

    • Work/Life Balance
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Technical Support Agent in Saint Catharines, ON (Canada)
    Current Employee - Technical Support Agent in Saint Catharines, ON (Canada)
    Doesn't Recommend
    No opinion of CEO

    Pros

    Sitel is a large company with its major shareholder being one of the largest corporations in Canada. This gives the company stability as the sharholder, Onex Corp, has an excellent track record for knowing how to manage companies. Sitel has also done well to attract Fortune 500 Companies, such as the client I work for, and as long as everyone does their job, the client is sure to stay. I like using my technical abilities and dealing almost entirely with business clients, Sitel has done well to attract a client that has almost entirely business customers that call this center for technical support.

    Cons

    The middle management are more interested in crunching numbers and chasing KPI's rather than finding out what the customer needs. They use the numbers to "cook the books" on individual employees so that "favourite employees", which are few, are guaranteed raises and promotions while the majority are guaranteed almost no chance for additional compensation and/or movement in the company. More than a few middle managers are incompetent and do next to nothing while making their front line people do their jobs for them all while taking the credit for the great things that happen and then point the finger at the employees when the client is "supposedly" not happy with performance. The company has strict rules about bullying and yet the middle managers subtely bully employees all the time and nothing can be done about it unless an employee wants to quit or risk being fired for standing up for themselves and what is right. The management are not interested in employee feedback. They will arrange "summits" and then walk away and ignore everything said by the staff. The biggest downside is going to paid training, the seminars are shortened by at least 50% of the allocated time and employees are then expected to go back to production work while they are being paid for training. Finally, the company does not provide any retirement support.

    Advice to Management

    The senior management is relatively new at this location and is still on a "learning curve". What he needs to do is make it priority #1 to personally audit the work of all of his managers and require that they set the example and spend a little more time with staff and a little less time staring at their KPI spreadsheets. The center needs to move to becoming customer-focused.



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