Sutherland Global Services

www.sutherlandglobal.com
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Sutherland Global Services Reviews

Updated April 18, 2015
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2.7
633 Reviews
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Sutherland Global Services Chairman and CEO Dilip R. Vellodi
Dilip R. Vellodi
331 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. cox tech

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

    I worked at Sutherland Global Services full-time

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    Work from home. Ample pay

    Cons

    Not paid for injury or if having child. Terrible hours. Managers don't know anything

    Advice to Management

    TRAIN YOUR TRAINERS BETTER AND MAKE THINGS FLEXIBLE

  2. Helpful (2)

    can't put lipstick on this pig

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

    I worked at Sutherland Global Services full-time

    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    Pros

    They will hire you. Relevant work experience is not a prerequisite. Have a pulse and pass the simplest of drug screens (swab test) and you will likely be hired. Interviewers are often not trained on hiring methodology. They are always hiring. Even if they managed attrition better, they are always taking on new programs or growing some programs. They hire convicted sex offenders, felons, strippers and drug dealers. Looking for a career change, this is your place.

    Cons

    Managers are short sighted and cowardly. And usually not too bright. They have account managers without much post high school education.

    Advice to Management

    Enforce the dress code. Quit sleeping with your subordinates. Live the Sutherland Values that are posted everywhere. Ask yourself why more talent has left your company than is currently there.

  3. Helpful (2)

    Ethics

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Team Manager in Alexandria, LA
    Current Employee - Team Manager in Alexandria, LA

    I have been working at Sutherland Global Services

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    Pays salary and bonuses for management. Offers overtime for employees.

    Cons

    Asks you to empathize with customers but you cannot leave work because your child is sick.

    Site and account managers are dishonest when creating incentives and paying out commission.

    Team managers encourage bending of the rules but will stand by and let you get fired when you are caught breaking a rule they pressured you to break. Pressure that came from senior managers who were pressured by account managers.

    Advice to Management

    Be ethical and transparent. The guidelines of the company are clear. Care more about your employees' famlies.

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  5. Helpful (2)

    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

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

    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 Management

    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.

  6. Helpful (1)

    Horrible Work Environment

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

    I worked at Sutherland Global Services full-time (more than 3 years)

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    Support staff (HR, recruiting, facilities) were a pleasure to work with.

    There is plenty of opportunity for advancement (due to the extreme amount of turn over)

    Cons

    The leadership team, both on site and company wide, are clueless about the needs of the employees. There was no sense of engagement. In fact, I was discouraged from working one on one with the call center reps. All plans are made reactively and no serious thought is made to the outcomes or how it will affect other areas of performance and moral. On a daily basis I have seen reps, managers and sr managers yelled at and humiliated in front of peers and employees. They provide minimal development to employees being promoted. As a salaried employee you are expected to be on call at all times and should expect to work no less than 10 hours a day and most weekends.

    Advice to Management

    Learn to show compassion toward your employees. It will go a long way by gaining their buy in and support.

  7. Reviewing customers bills, answering questions regarding phone bills, ordering devices

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

    I worked at Sutherland Global Services full-time (less than a year)

    Doesn't Recommend
    Negative Outlook
    Doesn't Recommend
    Negative Outlook

    Pros

    Hour lunches, can listen to music while chatting with customers online

    Cons

    The schedules were horrible. It would be months before you could have the schedule you want. I use to work until 3am and there were no ways to change it. Completely unprofessional it was like being back in high school. Managers did not act like managers they acted like children. Even if I was jobless for almost a year and I could be rehired I still wouldn't go back. They hire anyone literally. Absolutely hated it.

    Advice to Management

    Hire people who actually want to be managers and are mature enough to take on the jobm

  8. Helpful (1)

    Pay Isn't Worth the Time.

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

    I have been working at Sutherland Global Services

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    Work at home in your pajamas.

    Cons

    They barely pay the minimum wage. The hours are long and the stress is not worth the pay. The callers are rude and you're expected to make "small talk" with disrespectful callers. The management staff are a joke. They're more intimidated by a professional/smart employee than impressed. Not worth the pay. I landed another work-at-home employer (that I won't name) that pays over 15.00 an hour walking in the door And they are impressed with an employee's professional status. Sutherland is a joke with a lifespan of about 5 years per employee. You'll have better stability working for Mc Donalds.

    Advice to Management

    HIre managers that are not afraid of an employee's personal status. More important, if you're going to operate in the U.S then your managers should be here..not managing from an entire different country.

  9. VA Choice Program

    • 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 Sutherland Global Services

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    pay was good, above average

    Cons

    No proper training, lack of training and to many constant changes on a daily basis. Management did not know how to do their jobs either or how to lead their people properly.

    Advice to Management

    Management please learn your job and how to train people properly before you begin to train them not after you put them on the production floor and expect them to know their job if they haven't been properly trained.

  10. Helpful (2)

    Churn and Burn and Uncaring Atmosphere

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Work At Home in New York, NY
    Former Employee - Work At Home in New York, NY

    I worked at Sutherland Global Services

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    Work At Home is the best part. Using the chat room to connect with managers and fellow employees was also a nice way to ask questions. The first several weeks are the best part.

    Cons

    Training did not cover many of the everyday issues that came up in sales and service. Excellence in sales and service was "rewarded" by having to go through more "training" which meant that you had to add more and more responsibilities to your daily work and not one penny in compensation more! At $9/hr before taxes, this is absolutely absurd. Was told that compensation would be considered at the "annual review" and in the meantime, the reward for excellence in customer satisfaction surveys and top of the sales leader board is that you get to take on MORE responsibilities in MORE departments WITHOUT additional pay! No thank you.

    Advice to Management

    Treat sales and customer service agents like the adults we are. Stop treating us like school children. Every email nearly every day was a threat that we would be "terminated unless we read and agreed" to all the new rules and regulations which were made up daily. What an insult to our intelligence. Turnover will continue at this rate and it's costing the company money to keep training new reps. If you would treat the reps as human beings and reward excellence in job performance, you might be able to keep people around longer. Management needs different psychology. Threats don't work.

  11. Be Honest and Treat your employees right and fix your software!!

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

    I worked at Sutherland Global Services

    Negative Outlook
    Disapproves of CEO
    Negative Outlook
    Disapproves of CEO

    Pros

    I was very displeasde by this company.

    Cons

    Tell the truth in interviews - was told not a sales postion but technical- then was pushed halfway into year to meat sales quotas. When transferring project make sure its seemless- be considerate of situations- was moved for performance while trying to delsa with near death or sibling and death of parent- then had no access to system until half way through training and no nesting calls 3 x work lost due to phone sharing- lost work entire week due to no schedule - no coaching was told doing fine retrained on business 1 week before being told performance based and not eligible - i never saw an stats in their 1800 Flower project got consistently high scores from customers.

    Advice to Management

    Fix your software - treat your employees right

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