Sitel

  www.sitel.com
Work in HR? Unlock Free Profile

Sitel Reviews in Saint Catharines, ON

Updated May 17, 2014
Updated May 17, 2014
339 Reviews

2.6
339 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
Sitel President & CEO Bert Quintana
Bert Quintana
90 Ratings

Review Highlights

Pros
  • It's work from home which can make it worthwhile initially (in 17 reviews)

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


Cons
  • This call center is the absolute definition of micro-management (in 14 reviews)

  • 9/hr for a customer service position; the same job with another company could earn you (in 7 reviews)

More Highlights

4 Employee Reviews Back to all reviews

Sort: Popular Rating Date
  1.  

    Typical Call Center Environment

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Bilingual Technical Support  in  Saint Catharines, ON (Canada)
    Former Employee - Bilingual Technical Support in Saint Catharines, ON (Canada)

    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 ManagementAdvice

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

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  2.  

    Customer Service Rep

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Services Representative  in  Saint Catharines, ON (Canada)
    Former Employee - Customer Services Representative in Saint Catharines, ON (Canada)

    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 ManagementAdvice

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

    Recommends
    Neutral Outlook
    No opinion of CEO
  3.  

    The "has-been" outsourcing company of choice

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Former Employee - Former Technical Support Agent  in  Saint Catharines, ON (Canada)
    Former Employee - Former Technical Support Agent in Saint Catharines, ON (Canada)

    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 ManagementAdvice

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

    Doesn't Recommend
    Disapproves of CEO
  4. We want your feedback – Are these company reviews helpful to you?  Yes | No
  5.  

    The Customer support experts that could be customer focused

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Career Opportunities
    Current Employee - Technical Support Agent  in  Saint Catharines, ON (Canada)
    Current Employee - Technical Support Agent in Saint Catharines, ON (Canada)

    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 ManagementAdvice

    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.

    Doesn't Recommend
    No opinion of CEO

Worked for Sitel? Contribute to the Community!

Your response will be removed from the review – this cannot be undone.