Sitel Reviews in Oak Ridge, TN | Glassdoor

Sitel Oak Ridge Reviews

Updated September 20, 2017
39 reviews

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Oak Ridge, TN

2.4
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Laurent Uberti
1 Rating

39 Employee Reviews

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Pros
  • The flexiblity to work from home (in 165 reviews)

  • The work environment is great and allows individuals to grow with the company (in 36 reviews)

Cons
  • Just like being in a call center but without the drama of the coworkers (in 37 reviews)

  • Upper management doesn't seem to care what it does to morale by changing the how they do things (in 26 reviews)

More Pros and Cons

  1. Helpful (1)

    "Agent"

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

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

    Pros

    Intense customer focus, no time limits on calls.

    Cons

    Constant change in sitting arrangements. Sometimes it's first come, first serve, sometimes it's assigned seating.

    Advice to Management

    Hire more coaches from within the campaign. Bringing in outsiders does not work.


  2. Helpful (1)

    "CSR"

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

    I worked at Sitel full-time (More than 8 years)

    Pros

    Diverse workforce; interesting work content; very good in-house OJT; good pay and benefits

    Cons

    No regular work schedule (calculated weekly by "Blue Pumpkin"); job performance metrics stacked against excellence in resolving consumer issues.

    Advice to Management

    Wall of separation between phone reps and site management; line supervisors moved around too often to allow quality team building.

  3. "Do Not Apply"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Auto Insurance Representative in Oak Ridge, TN
    Current Employee - Auto Insurance Representative in Oak Ridge, TN
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Pay, desk job, nice lunch room

    Cons

    It is nothing like what training prepares you for. They give you the bare amount of knowledge to pass a call by their metrics. You will be audited to death and threatened with your job on a weekly/daily basis. Most coaches and Supervisors have either never taken a call or worked so long ago on the phones that they don't have a clue anymore what it's like. Their rules change weekly and you have no documents or emails to fall back on if you make a mistake. All your emails are erased automatically in 3-4 weeks. Their favorite thing to say is "who told you that?" You have a lot of people on the floor to help you with your calls but they will almost all give you a different answer. No one has the same answer for anything. QA which audits your calls are a bunch of self absorbed adult children who spend most of their days talking about food or action Hero's. If you ever challenge them on failing your call you can bet you will fail many more in the future. That is how they stop you from ever moving up in the company. If they don't like you they just make sure your "stats" suck.

    Advice to Management

    Test your coaches and floor support with a quiz and see how many different answers you get. Then and only then maybe you will realize how frustrating it is for the agents to feel accomplished instead of tearing them down constantly. It is a revolving door and you can't keep people because you don't care about finding out a real solution in retaining the good people you have. Your coaches and mentors are so busy Covering Their Own Behinds and kissing others they just let it all fall on the agents shoulders telling them it's "learned helplessness". Why do agents keep making the same mistakes, across the board, new and old ?. Unbelievable, right? Never the coaches, mentors, floor support, or trainers fault, just really willfully dumb agents. How convenient! If u s a a really knew what kind of green agents are taking care of their members they might realize why 40 and 50 members are so unhappy and leaving


  4. Helpful (7)

    "CSR"

    StarStarStarStarStar
    • 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
    Negative Outlook
    No opinion of CEO

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

    Pros

    Free coffee, pool table, friendly management.

    Cons

    Pay, more red tape than the Fed due to the client, mandatory overtime. Also, one of the most ridiculous attendance policies at any institution I have ever worked.

    Advice to Management

    The policy of making employees do make up hours anytime they call in sick and then also hitting them for an attendance occurrence even when they make up the hours, while also forcing mandatory overtime for weeks at a time if not months, and basically telling them that regardless of their concerns this will never change is demotivating at best. I understand that you get paid for having people in the seats, but after people start working there they find out the tactics being used to keep those people in seats are ridiculous, and those people leave.
     I understand that the main reason you use those tactics are because your attrition is through the roof. However, the reason your attrition is through the roof is due to those very tactics. It's a vicious cycle that only you can stop. But you have said that you will never stop this, so I, along with many others, left. Have fun with that.


  5. Helpful (1)

    "Good beginner call center job, not worth it past that."

    StarStarStarStarStar
    • 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
    Negative Outlook
    No opinion of CEO

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

    Pros

    Decent pay, not much else.

    Cons

    Outdated/slow computer equipment, horrible management.


  6. Helpful (1)

    "Was a Negative Experience Overall"

    StarStarStarStarStar
    • 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

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

    Pros

    Will hire anyone with a will to work regardless of background. Good diversity policy. Trainers were engaging and knew how to control a large training class and get the basics taught.

    Cons

    Pay was average at best for the job titles hired. We were hired for Customer Service: but in training, they played this game around when someone quit, saying that they quit because they didn't know that the job involved sales, and did this in a way that denigrated the person who left. Once out of training, all pretense of good Customer Service was dropped and it became all about the UP-SALE. Small incentives were offered for good numbers, most of which were tied directly to up-selling numbers. But anyone who insisted to giving the customers Good Customer Service could NEVER qualify for those incentives.
    Also, breaks and lunch are tightly controlled. If you have a small bladder, don't work here. You are not allowed to use any of your break time for a restroom run.

    Advice to Management

    You can tell which ratings were submitted by management, they all give 5 stars and have some variation of, "Keep up the great work " in the Advice to Management.
    My advice is for management to stop mislabeling job titles in your job ads. And start treating your employees as adults, if their needs and challenges are too much for you to handle, then end their employment, but stop treating employees like children, or worse, like prisoners that must be herded around on schedule.


  7. "The work culture"

    StarStarStarStarStar
    • 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

  8. Helpful (2)

    "Amount of red tape frustrating"

    StarStarStarStarStar
    • 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.


  9. "Not my favorite place"

    StarStarStarStarStar
    • 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.


  10. "Insurance Agent"

    StarStarStarStarStar
    • 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.


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