Sun Life - Sun Life doesn't care about their customers or their employees. | Glassdoor
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There are newer employer reviews for Sun Life

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Helpful (6)

"Sun Life doesn't care about their customers or their employees."

Star Star Star Star Star
  • Work/Life Balance
  • Culture & Values
  • Career Opportunities
  • Comp & Benefits
  • Senior Management
Former Employee - Customer Service Coordinator in Lethbridge, AB (Canada)
Former Employee - Customer Service Coordinator in Lethbridge, AB (Canada)
Doesn't Recommend
Negative Outlook

I worked at Sun Life full-time (More than 3 years)

Pros

Monday to Friday 8 hours a day
No weekends or evenings

Cons

Sun Life has 4 metrics for performance for customer service, but the management of the contact center focus on only one and it's speak to the company's true focus:

Average call handle time - The expected handle time is 6 - 7 minutes. Each call, on average, includes a 30 seconds intro, 1:30 of hold time, 30 second closing and 1:30 of after call work (which is also included in the average call handling time). The management say it is to ensure that we don't waste the customers time, but you are left with 2 - 3 minutes to handle some pretty emotionally and financially sensitive questions affecting the callers daily life.

This metrics alone suggests that they are more concerned with getting customers off the phone quickly than actually helping them. Until they actually realize that it is easier to retain an existing customer than get a new one Sun Life is in trouble.

Advice to Management

Let your employees help and retain the customers you are so spending so much money to get. If you did this you would have people banging down your door to sign up with you. By focusing on making it easy for customer to do business with you not renewing wouldn't be an option.

Other Employee Reviews for Sun Life

  1. "Decent company"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Security in Toronto, ON (Canada)
    Current Employee - Security in Toronto, ON (Canada)
    Recommends
    Neutral Outlook

    I have been working at Sun Life (More than 10 years)

    Pros

    Stable company with decent pay with stock program

    Cons

    Highly tiered and very segregated groups. Generally behind the times in terms of technology.

    Benefits are not great


  2. Helpful (3)

    "Financial Advisor"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Doesn't Recommend
    Negative Outlook

    Pros

    Independent, flexible hours, networking opportunities.
    If you are into selling and marketing with interest in finance, than this job is probably suitable for you.

    Cons

    Could be frustrating, need to build your own customer base, commission based salary.
    You don't have an stable salary, some months you can make more and at other times you may found yourself without compensation.

    Advice to Management

    Explain a bit more the prospect of success in this field.
    Also, more training from management is well needed including brainstorming of work duties.


There are newer employer reviews for Sun Life
There are newer employer reviews for Sun Life

See Most Recent

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