Sitel Reviews in Oak Ridge, TN | Glassdoor

Sitel Oak Ridge Reviews

Updated February 17, 2017
33 reviews

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Oak Ridge, TN

3.0
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Sitel President & CEO Bert Quintana
Bert Quintana
10 Ratings

33 Employee Reviews

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Pros
  • Its a work from home job have plenty of campaigns to work on (in 133 reviews)

  • The work environment is great and allows individuals to grow with the company (in 31 reviews)

Cons
  • Just like being in a call center but without the drama of the coworkers (in 28 reviews)

  • High Turn Over with Upper Management and staff (in 23 reviews)

More Pros and Cons

  1. "The work culture"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Oak Ridge, TN
    Current Employee - Customer Service Representative in Oak Ridge, TN
    Doesn't Recommend

    I have been working at Sitel (More than a year)

    Pros

    Flexible recognition management community

    Cons

    Hard move up. Restrictive short breaks


  2. Helpful (1)

    "Amount of red tape frustrating"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Oak Ridge, TN
    Former Employee - Customer Service Representative in Oak Ridge, TN
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Sitel full-time (More than a year)

    Pros

    Hourly rate. Experience working in insurance can be used after leaving Sitel.

    Cons

    Hourly rates capped. No point in staying long period. 3 months to get raise promised processed in the system. Harassed re going to bathroom too often. Any benefit 3 to 6 months to process. Red tape abounds. Pressured and micro managed employees.

    Advice to Management

    Don't make promises that take 4-6 months to come to fruition. Take advice from your employees and actually use it. Need disinfectant wipes at all stations. Bacteria abounds and everyone gets sick. Don't bully people into doing OT.


  3. "Not my favorite place"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Oak Ridge, TN
    Former Employee - Anonymous Employee in Oak Ridge, TN
    Doesn't Recommend
    Positive Outlook
    No opinion of CEO

    I worked at Sitel (Less than a year)

    Pros

    Guaranteed work, easy to get hired

    Cons

    Not very flexible, Breaks are short. The people are negative, unprofessional and unfriendly. Management makes a lot of unnecessary, unreasonable, unrealistic goals and they set expectations for the reps that they don't follow themselves. High turn over rate, broken system, slow computer systems.


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  5. "Insurance Agent"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Insurance Agent in Oak Ridge, TN
    Current Employee - Insurance Agent in Oak Ridge, TN
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    Management is caring
    Incentive to succeed
    Opportunity to move up

    Cons

    Balance of life and work but the pros definitely outweigh the con

    Advice to Management

    Keep up the great work. Great work environment. Pushing everyone to succeed is great for a healthy work environment.


  6. Helpful (1)

    "Fun atmosphere, but draining"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Oak Ridge, TN
    Former Employee - Customer Service Representative in Oak Ridge, TN
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Sitel (More than a year)

    Pros

    Sitel tries its hardest to make the atmosphere fun, going as far as to paint the walls a myriad of colors, and allowing not only seasonal decorations (made jointly by department and/or team), but also to allow desk decorations (depending on your department). They bring in food vendors every day for lunch and try to ensure everyone who works has a lunch period during the time the vendors are there. The people who work there are also great, and will encourage you. There are company raffles and other games to encourage better work.

    Cons

    However, the hierarchy of management tends to be blind to the needs of the general staff and workers. Absentee policies are strict and unwavering, even in the face of a debilitating illness. The company games that were mentioned tend to be a thin veiling of a demand for better work for the same amount of pay. Usually the prize for winning one of these is a simple $25-$50 gift card to a local food place, and there is one prize per department (meaning at most, at my location, there were only 4 giftcards available to over 700 workers). There is a great importance placed on your numbers, and there are few opportunities for advancement beyond coaching.

    Advice to Management

    Review your absentee policy for medical absences and situations. Make your prizes more enticing (ex. a cruise for 2, plus 2 gift cards for runners up).


  7. Helpful (1)

    "Management/Coachs are unorganized."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Call Center Representative in Oak Ridge, TN
    Former Employee - Call Center Representative in Oak Ridge, TN
    Doesn't Recommend
    Positive Outlook
    No opinion of CEO

    I worked at Sitel full-time (Less than a year)

    Pros

    I liked the training atmosphere everyone is very friendly. Sitel has a great cafeteria and a room with a pool table and u can play basketball as well.

    Cons

    Trying to figure out what the customer needs and telling them what changes you are making to their account in a timely manner.

    Advice to Management

    The mentor and coaches on the floor need to communicate to each other and work with your team! If a representative has their hand up you should help them not walk right by them. I felt very confident after training but when i got on the call center floor it was completely different. The training i did for a month was not enough time to learn everything Sitel expects from you.


  8. Helpful (1)

    "Customer service on the phones"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Oak Ridge, TN
    Current Employee - Customer Service Representative in Oak Ridge, TN
    Recommends
    Positive Outlook

    I have been working at Sitel full-time (More than 5 years)

    Pros

    They are consistent with the praise of their employees & helps them through difficult times!

    Cons

    My issue is that they are so far away from my house!

    Advice to Management

    Keep up the morale & the people will perform at the top of their abilities!


  9. Helpful (3)

    "Obvious Benefit but Difficult Enviroment"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Insurance Agent in Oak Ridge, TN
    Former Employee - Insurance Agent in Oak Ridge, TN
    Recommends
    Neutral Outlook
    No opinion of CEO

    I worked at Sitel full-time (Less than a year)

    Pros

    They provide their Insurance employees with the opportunity to obtain Property & Casualty Limited Liability licensing for over 40 states. They cover the cost for the employee to take the test up to two times. There are several different campaigns and areas that allow for a change of subject. There are opportunities to advance, and learn valuable customer service technics.

    Cons

    It is extremely difficult to reach a management level as the call center is extremely cliquish. There are a lot of employees that date the managers and supervisors. These are the employees that get the promotions first. There is a huge smoking area in front of the doors to the outside break area. There is a "professional dress policy" that is only enforced with thinner women. I was told this is because thinner women project more sexuality that those who are not.

    Advice to Management

    If you choose to date supervisors your chance is clearly more available.


  10. Helpful (1)

    "Decent place to work"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Call Center Agent in Oak Ridge, TN
    Current Employee - Call Center Agent in Oak Ridge, TN
    Recommends
    Positive Outlook

    I have been working at Sitel full-time (More than a year)

    Pros

    Great opportunity to help people. Still reeks of buddy-buddy for promotions but overall good people to work with,.

    Cons

    If someone (like a trainer) decides she doesn't like you personally you don't have much opportunity to progress your career there. Great referral bonuses to refer others to work there.

    Advice to Management

    New site director is fantastic. Hope he can stay there long enough to continue positive changes.


  11. Helpful (3)

    "Good for the desperate, maybe"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Coach Track Trainee in Oak Ridge, TN
    Former Employee - Coach Track Trainee in Oak Ridge, TN
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Sitel full-time (More than 5 years)

    Pros

    Most of the time you'll work with some great people
    Okay place to get your start in customer service
    Paid holidays
    Work from home options available if you're into that kind of thing

    Cons

    Pay is well below industry standard for the same work
    "Promotions" to positions of higher responsibility and authority often do not come with a pay raise
    Company alternately encourages a high turnover rate of employees but punishes managers who have a high turnover rate on their team
    Work from home does not follow on site Global Operating Standards leading to overworked managers with unmanageable team sizes who are unable to complete their duties or provide proper direction to their team members
    Pay raises were frozen for all employees who have worked there for more than two years during the financial crisis. Despite the financial recovery and Sitel seeing record profits they have not seen fit to reinstate raises past the two year mark.

    Advice to Management

    I have no advice to leave for management. Sitel as a company is built on a toxic foundation of manipulation and greed. Culture varies wildly from campaign to campaign so it's difficult to make any widespread changes.



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