Sutherland Global Services Reviews

Updated March 28, 2015
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2.8
617 Reviews
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Sutherland Global Services Chairman and CEO Dilip R. Vellodi
Dilip R. Vellodi
324 Ratings

Pros
  • You work from home, you can communicate with coaches and managers through a messenger (in 21 reviews)

  • Flexible work environment, freedom to explore imagination and creativity (in 24 reviews)

Cons
  • Work life balance is depends upon project you are working on (in 10 reviews)

  • Low pay - I was hired to do technical support (in 10 reviews)

More Pros and Cons

Employee Reviews

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  1. Very profit minded

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

    I have been working at Sutherland Global Services

    Pros

    40 he's per week guaranteed. Ensure people come to work on time

    Cons

    Change rules very often after training on opposite information

    Advice to ManagementAdvice

    Stop changing rules often

    Recommends
    Positive Outlook
    Approves of CEO
  2. Training was better than taking calls. Had more fun, felt more like a team.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Work At Home Representative in Miami, FL
    Former Employee - Work At Home Representative in Miami, FL

    I worked at Sutherland Global Services

    Pros

    The job itself was easy, wasn't stressful and customers were not mostly irate. This job is also very convenient to do from the comfort of your own home This is good place for you if you need a job, but just like every call center this one has a high turnover rate as well.

    Cons

    They may sometimes manage to forget to pay you and the payroll correction could take forever and taking lunches and breaks on time is nearly impossible,sometimes you may miss a break because breaks are on hold and then you have to take lunch and if your lunch is late you can't take brake in the last hour so then your out of luck . Also when you have issues there are not many resources you could use but if you a late or absent there is always someone there to contact you in regards to that matter. I also didn't like how they don't take the taxes out your check which I was lead to believe they did so it was a big shock when it was time to do my taxes. The pay is like $9 but they take out for ss but once you have to put a side for taxes it brings you down to $8hr or less

    Advice to ManagementAdvice

    I really don't know what advice to give to management but try and listen to the employees to make improvement for the better.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  3. Good place to go to get your feet wet but don't stay too long.

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

    I have been working at Sutherland Global Services

    Pros

    It's a job. Not a bad company to work for if you like consistent change and the occasional periods of uncertainty. Good place to get a crash course on managing differing personalities and change.

    Cons

    Communication is inconsistent and management is frequently clueless. Pay is below average for the industry and turnover is really high. Business processes are not efficient and there are frequent breakdowns in information sharing.

    Advice to ManagementAdvice

    My advice to management is to become more consistent in communicating changes and updates to your employees. Trust your people with the information that is relevant to their lives and stop treating your front line employees as functional idiots who should be "glad to have a job."

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
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  5. "OK"

    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Sutherland Global Services

    Pros

    Stable company to work with for BPO

    Cons

    Low Salary for a Technical person

    Advice to ManagementAdvice

    Improve salary

  6. A review of Sutherland Global Services.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous in Rochester, NY
    Current Employee - Anonymous in Rochester, NY

    I have been working at Sutherland Global Services full-time (less than a year)

    Pros

    Excellent health care benefits.
    Generous vacation policy
    Good facilities and accomodations.
    Fosters Team spirit.
    Adequate Compensation.

    Cons

    Employee retention is not a priority, they have a very high turnover. Employee loyalty program seems trite. Management is helpful, but lacks the power to effect real and immediate change.

    Advice to ManagementAdvice

    While the business model in place is a successful one, perhaps focus on attempting to make employees feel not only part of a team, but a valuable part of a team.

    Recommends
    Neutral Outlook
    Approves of CEO
  7. Interview

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

    I have been working at Sutherland Global Services

    Pros

    They have a quick hiring process.

    Cons

    There are none at the moment.

  8. 1 person found this helpful

    Chaotic

    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Sutherland Global Services full-time (less than a year)

    Pros

    Good opportunity to learn what you are made of with constant changes and pressure to perform from upper management. This will increase your ability to be flexible,

    Cons

    Not a very organized place. Constant change, contradictory directives and poor accountability lends itself to a lot of confusion and not much trust in the process.

    Advice to ManagementAdvice

    Spend some time defining who you are in more than just phrases and words. Actions speak very loud and right now, because of positive words and negative actions, there is little trust between the worker and management.

  9. 1 person found this helpful

    Alright job to make money for a while, but not a career

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Subject Matter Expert in Rochester, NY
    Former Employee - Subject Matter Expert in Rochester, NY

    I worked at Sutherland Global Services

    Pros

    Some of the pros of this company were the people I worked with. Made some great friends working there. The paycheck was also good. Guaranteed 40 hours a week with available overtime and commissions

    Ability to move up if you are interested in staying with the company and you care about your job. Within 10 months I was promoted from a rep on the phones to a Subject matter expert and I would provide support to other reps and managers.

    Cons

    Some of my co workers acted like children. Chairs and computers were often thrown, fights broke out in the hallway and things were stolen from other peoples desks.

    The building I worked in was very dingy. It seemed like an old Walmart that was converted into several large rooms and divided into cubicles. The maintenance staff never did much cleaning. The desks were dirty and broken, the trash was always overflowing and the bathrooms and lunchroom were not in the best condition. Instead the janitor would try to sell pirated DVDs and Video games instead of doing his job. More recently the roof caved in this winter and injured a few older ladies that were just simply sitting at their desk doing their job. The building is not very roller friendly either. A co-worker of mine would have trouble getting in and around the building and the security staff did not help him.

    Some of the management would act like your friend then the next day turn around and hand you a box to put all your stuff in and walk you out the door. The place was like a revolving door. Every day new people would be hired to replace people who just got fired. There would be new rules created often as well. One day its correct then overnight there will be a brand new procedure to follow and the old way is 100 percent wrong now.

    Advice to ManagementAdvice

    Conduct better interviewing. It seems this place will hire anybody and spend thousands of dollars training them just for them to quit or get fired right after training or within a few months of working on the floor. Instead of wasting this money, you should spend it on your tenured reps who care about the job and have been working there for years. Treat the people who care about your company rather than giving someone a chance at a job who does not deserve it.

    Recommends
    Negative Outlook
    Approves of CEO
  10. 1 person found this helpful

    Survival at Sutherland

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Consultant in Rochester, NY
    Former Employee - Consultant in Rochester, NY

    I worked at Sutherland Global Services

    Pros

    Got hired at job fair.
    Paid 5 week training and 2 week "nesting" period
    Relatively accessible by public transportation
    Decent commission rates.
    Calls largely come in the morning hours, so after 2-3 p.m. (eastern time) as long as your not in the green queue (will discuss later) you're largely in the clear for the most part.

    Cons

    1.In the AT&T MSS (Mobile service/sales) program, the pay was a 10 dollar an hour base with commission possibility

    2.Your chances of lasting a reasonable time depends on which team leader you get assigned to once training and nesting is over (some are more lenient with new people and some expect you get tons of sales immediately)

    3.WARNING- Long read
    Commission is largely determined by 2 main factors: 1. Selling u-verse tv and broadband internet (You do not get paid for dsl and home phone lines). 2. Satisfaction Surveys from customers. The flaw with this system for sales part is that you have to be in the "green queue" (you get in the the queue by getting sales) from areas have any shot at calls from u-verse areas for sales that count (tv/broadband) if you are not in the "green queue" you essentially have less than a 2% chance at sales. Now for the survey part, short and simple is customer satisfaction but the pitfall is you will get tons of customers demanding adjustments on their cell phone bills for self-inflicted extra charges. If your customer calls to get to adjustment for a bogus reason and they don't get what they want, guess what bad survey. So commission for surveys are largely out of your hands.

    4. Team managers- some will have patience will people fresh out of training/nesting but some will demand perfection right out the gate while not wanting to develop there own people which is their job, I happened to end up with the latter who happened to just become a manager and seeking to prove his worth.

    5. Easy to get fired. Followed company ethics, near perfect attendance (it was -6 outside don't judge me lol) surveys numbers were rapidly improving and got terminated for lack of sales despite only receiving 6 calls from u-verse areas the entire time I was there.

    Advice to ManagementAdvice

    Higher pay, cost of living in NY state is ridiculous. After taxes I was getting around only 1,250 a month (I have no dependents to claim). also if opt to get health insurance through them, then that's another 180 dollars out of your check per month.

    A good portion of team managers need to be let go for not wanting to develop their own people.

    Doesn't Recommend
    Negative Outlook
    No opinion of CEO
  11. 4 people found this helpful

    Too little pay for too much trouble

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Call Center Agent in Rochester, NY
    Former Employee - Call Center Agent in Rochester, NY

    I worked at Sutherland Global Services

    Pros

    Sutherland has a lot of work at home jobs which are convenient for people who have a hard time getting traditional out of the home jobs. They provide decent benefits such as 401k and health, vision and dental benefits. They have a large range of shifts to choose from.

    Cons

    The management is clueless. They pay only $9 an hour for their call center jobs and $10 for senior staff. They expect you to work any hours in which they are open and can change the schedule from one day to the next. Because of this it is impossible to plan a life out side of their work at home call center jobs because generally they run 7 days a week to include all holidays. The turn over rate at this company is higher than I have ever seen in a work place. The likelihood that someone will still be there 6 months after their start date is probably only 15%. You are expected to do three jobs for the meager salary. As a call center agent you have to communicate with customers via email and inbound calls as well as help coworkers via the chat channels. The calls need to be as short as possible to keep their numbers in good standing. Despite the company stating that the customer comes first it all boils down to time meaning money like every where else. This means call quality is less so that call times can remain shorter and you can move straight from one call to the next. Instead of focusing on one task at a time to make sure it is done right, you are suppose to talk to the customer while filling out their information in the terrible computer system, send outbound emails to other customers, and keep an eye on the company chat rooms meanwhile getting bombarded with random chat messages from management or coworkers. I am good at multitasking but even I realize that there is no way to accomplish all of this with the high standards they expect you to.

    If you want to move up in a company then this is not the place for you. I watched time and time again as the top call agents and over achievers were passed over for promotions while mediocre agents soared to the top. If you went above and beyond by taking on more tasks they punished you by reducing or even removing bonuses entirely. As a call agent you can make an addition $1 an hour bonus for staying high in their stat system. But if you are helping managers, trainers, or even new hire agents this means you are not spending as much time on the phones. Your stats then go lower or even disappear. So essentially you get paid less for doing more at this company. They also give you your schedule based on your call stats. This means that if you are doing extra work you will be outbid when it comes time for shift bids due to your place in the ranking. So not only do you get paid less but you work the worst shifts.

    The last issue with this company is their work at home equipment. The company uses what they call Thin Clients. These are essentially computers that work almost entirely on the companies cloud. What could go wrong? Well a lot. There were so many tech issues when I worked there that just for the program I was in there was an average of 20 agents or more that could not be on the phones due to technical difficulties caused by the company's equipment. Everything is remote so if you can't get a connection due to a system malfunction then you can't do your job. Even the phone system they use is remote and was known for having a terrible echo that customers could even hear. If you can get the actual computer to function properly then your next challenge would be the software. None of the programs worked properly and due to everything being accessed over a network it caused terrible lag and delays. This means that if you are entering information regarding a call it will take you three times the amount due to dealing with the software issues.

    All and all I would not recommend this company. Fast food restaurants pay more for less hassle.

    Advice to ManagementAdvice

    Stop punishing employees that show they have potential and go above and beyond. Stop hiring managers that have no idea what they are doing. Try paying the employees what they are actually worth. Do away with a rotating schedule. Not knowing what time you are working one week to the next or even one day to the next is no way to live.

    Doesn't Recommend
    Negative Outlook

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