Sutherland Global Services

www.sutherlandglobal.com
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Sutherland Global Services Reviews

Updated July 2, 2015
23 reviews filtered by
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2.6
Rating Trends
Recommend to a friend
Approve of CEO
Sutherland Global Services Chairman and CEO Dilip R. Vellodi
Dilip R. Vellodi
10 Ratings

Pros
  • The ability to work from home was definitely a pro (in 21 reviews)

  • The work environment as a company is very good (in 24 reviews)

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

  • low pay, I understand it's because its at home, but call center work is stressful (in 10 reviews)

More Pros and Cons

23 Employee Reviews

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  1. Online AT&T Rep

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

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

    Recommends
    Neutral Outlook
    Approves of CEO
    Recommends
    Neutral Outlook
    Approves of CEO

    Pros

    Loving to end a chat session with a satisfied customer.

    Cons

    To many systems to work with in between 2 chat calls.

    Advice to Management

    Less systems to work with would be very helpful.


  2. Customer Service Rep

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    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)

    Recommends
    Positive Outlook
    Approves of CEO
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    I learned world class customer service skills. It was great working with others and helping people with issues that are upset it fells good that I have the power an skill to defuse an irate customer. I got to experience the skill of sales its a great job.

    Cons

    Sometimes you get overwhelmed with customers and co workers. The management could of used better people but Sutherland was a great experience.


  3. Overall Not a bad company

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

    I worked at Sutherland Global Services

    Recommends
    Neutral Outlook
    Approves of CEO
    Recommends
    Neutral Outlook
    Approves of CEO

    Pros

    There's always an opportunity for overtime!

    Cons

    The characters of people that they hire. They hire just anyone to work here!

    Advice to Management

    Divide people more. It get gets too crowded


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  5. Helpful (1)

    Commission is a carrot

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

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

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

    Pros

    Regular hours, entry level, builds good CS skills and habits if you have a good team leader who coaches you. Overtime and commission available. Health and 401k also

    Cons

    Every month is a new "contract" for commission. They change the rules and make it very hard to make commission. Personally I made comm every month I was there, but only 1/2 comm due to having to miss a day of work once a month (I have 3 kids so sickness happens). Everything is based off of metrics and conversion rates and customer surveys. At least in my program it was. On average I made base pay of 10/hr plus $80-90 comm a month. Bi weekly pay of $650 take home after taxes. That's not paying for health which is $200ish a paycheck for single coverage. You aren't eligible for it until you have 6 months with company. Same goes for vaca.

    I rated 3/5 stars because of my team leader. Team Honeybadger was a pleasure to work for. I worked for my team leader not the upper management. They are disconnected from the floor.

    Advice to Management

    Make comm more attainable and be flexible for workers with family. We have to dance for your ever changing demands, as well as the client's. You could at least be understanding when we have to leave because daycare called.


  6. AT&T Click To Chat

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

    I worked at Sutherland Global Services

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

    Pros

    Can't think of one other than it was a short drive for me at the time

    Cons

    Dealing with miserable clients all day
    Listening to managers discuss how terrible the workers are when they're half the problem
    Not paid enough

    Advice to Management

    Get new management that cares


  7. Try to do better.

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

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

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

    Pros

    Pay above minimum wage.
    Often hire full time. Some programs frequently allow overtime.
    Depending on program, work may not be difficult.
    Will hire as Equal Opportunity Employer.

    Cons

    Pay will often be much lower than other places in industry for same work.
    Many positions have inconvenient scheduling.
    Training for all positions is sub-standard.
    Work metrics (standards measuring work 'quality') are often unreasonable.
    Do not promote as Equal Opportunity Employer, nor protect workers in regard to contractees acting in defiance of that standard

    I've worked at Sutherland twice, in two different programs- the second time a cubicle away from third program, making friends in both- as well as having a friend in another. My job also kept me in contact with employees in my program at another Sutherland site. I recommend if you work here- keep looking for better. The worst thing about this employer is for most (whether they know it yet or not) is that it's not 'bad enough' to run away from- so you can think comfortably 'if you work hard that there is a future here'. Don't think that. Do the math. Your work is unexceptional, and positions for advancement are both few and likely temporary anyway.
    I have never heard of anyone getting a raise here without a promotion. Promotions are given rarely- and given according to seniority more often than skill- but more likely just favoritism. Promotions do frequently come with minimal raises- but the extra workload/expectations that I've seen come with it don't make it worth it. The more frequent standard is that the workers individual skills/merits are ignored- and when not ignored they're often exploited, ruining minimum expectations for other employees. Some programs (commission based) have a lot of stress due to in-fighting, client stealing and backstabbing- which management overlooks. In no regard will your strengths work in your favor if an important customer complaint comes in (metrics don't care about context)- and you often have multiple bosses (both in Sutherland, AND with the contractee) who can (and occasionally do) fire employees without warning or review.
    Due to the fact that program management are mostly minimally trained (internally promoted) employees, the management chain has an incredible lack of professionalism. It varies in quality widely by program and manager- but the general issues are managers who do little, play favorites, or choose employees to 'watch over'- then fire when they make a mistake (the same 'mistake' others are forgiven for). I've even seen employees have their good performance metrics ignored in favor of lower performers for things as petty as awards- so even basic math can be overlooked by these guys.
    Also, if you intend to work there, don't expect much from their 'open door policy'- or any of their 'standards' of integrity, etc. That's just for the ground troops.
    There is no true stability at this job unless you work for the actual Sutherland office. Your job lasts as long as the program contract exists (at best). When it ends the employees will be summarily discharged with minimal notice (0-2 days), and only once did I hear of Sutherland offering a new position (it was work-at-home, so buy a PC, pay for internet, and THEN take a pay cut)- but I suppose it was better than nothing... No, wait- that program was offered since they fired the US workers and replaced them with recently trained India workers, and wanted to avoid a penalty. To add insult to injury, the India workers were trained in about 2 weeks by workers from the US who were flown there. They had the team leaders train their replacements.
    This place...

    Pay your bills, find better, get out.

    Advice to Management

    People are humans, not just cogs in your machine.


  8. Not so good

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

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

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

    Pros

    The awards were a bonus and plus

    Cons

    They only care about management

    Advice to Management

    Believe more in your employees


  9. Customer service Rep.

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

    I have been working at Sutherland Global Services

    Recommends
    Negative Outlook
    Disapproves of CEO
    Recommends
    Negative Outlook
    Disapproves of CEO

    Pros

    Not bad,good commission, great job for career starter

    Cons

    Unorganized management , should hire someone with experience

    Advice to Management

    Should hire people with experience in management


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

    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    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


  11. Meh

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

    I have been working at Sutherland Global Services full-time (More than 3 years)

    Doesn't Recommend
    Positive Outlook
    Doesn't Recommend
    Positive Outlook

    Pros

    Full time, some overtime, Vacation time (Only HUGE perk)

    Cons

    Easily forgotten
    Management is very snooty (snotty?)

    Advice to Management

    Keep your agents busy and engaged



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