Sutherland Reviews | Glassdoor

Sutherland Reviews

Updated June 23, 2017
521 reviews

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3.0
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Sutherland Chairman and CEO Dilip R. Vellodi
Dilip R. Vellodi
189 Ratings

521 Employee Reviews

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Pros
Cons
  • Work life balance, leave policy (in 32 reviews)

  • Odd shift timings very poor life work balance very low pay hell of pressure lack of proper sleep due to odd shift (in 46 reviews)

More Pros and Cons

  1. "Decent call center job"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Consultant in Las Vegas, NV
    Former Employee - Consultant in Las Vegas, NV
    Positive Outlook

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

    Pros

    Sutherland is new to Las Vegas and is still evolving. Easier for job advancement

    Cons

    Metric system, negativity of calls


  2. "Customer Service"

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

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

    Pros

    Great employees to work with .

    Cons

    It's a third party company limited benefits


  3. "Training wheels for the corporate world."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Multiple Positions in Rochester, NY
    Former Employee - Multiple Positions in Rochester, NY
    Doesn't Recommend
    Positive Outlook
    No opinion of CEO

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

    Pros

    Always hiring, opportunities to move from program to program so you don't get bored, and opportunities to travel for those interested in working at the corporate level.

    Cons

    The only real opportunity for financial advancement comes from pursuing corporate level positions.
    Pay in any phone position is always a few dollars less than it feels like it needs to be to justify the stress of the job.
    A culture of "the client is always right" results in phone agents being thrown under the bus if there is a conflict.
    Many programs tolerate extremely unprofessional conduct.

    Advice to Management

    Pay another dollar or two an hour for most of your positions and you will find your retention rise considerably.

    Sutherland Response

    Jun 8, 2017 – Candidate Experience Strategist

    Thank you for sharing your feedback. Our goal is to provide a well-rounded compensation package that includes pay, benefits, and career opportunities. We welcome any feedback and encourage setting ... More


  4. "Loan processor"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Mortgage Loan Processor in Houston, TX
    Former Employee - Mortgage Loan Processor in Houston, TX
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    chance to work for different companies

    Cons

    poor pay bad management

    Advice to Management

    listen

    Sutherland Response

    Jun 8, 2017 – Candidate Experience Strategist

    I am sorry you feel this way. Perhaps we can learn from your experience, we still value your opinion and would welcome your perspective.


  5. "Somewhat positive great people great clients"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Home Based Tech Support Agent in Atlanta, GA
    Former Employee - Home Based Tech Support Agent in Atlanta, GA
    Recommends
    Positive Outlook
    No opinion of CEO

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

    Pros

    Great Hours
    great people to work with

    Cons

    Lack of hours
    Job security

    Advice to Management

    More clients Needed
    more self training


  6. Helpful (1)

    "Great start, poor management"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Consultant in Rochester, NY
    Former Employee - Consultant in Rochester, NY
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Fast advancement, Semi-Mindless Job. Sales programs can have good spiffs

    Cons

    Middle Management is filled with people who were able to hit brainless KPI's on the phone and typically don't have leadership skills. Depending on the program, this can be 13th grade for many graduates who don't understand how to work in a professional environment.

    Advice to Management

    train your managers more, Incentive your employees with livable wages


  7. Helpful (6)

    "Be very careful who you talk to"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Billing Specialist in Las Vegas, NV
    Current Employee - Billing Specialist in Las Vegas, NV
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    I worked with a awesome manager from April 2016-January 2017. My co workers were like family, and even though I no longer work for SGS, I still talk to them on a daily basis. If you are knowledgeable, you'll start seeing your co-workers to account managers coming to YOU for answers because they do not know the answer.

    Cons

    Promote based on performance, and how well you do you job (i.e. good CR!FT, metrics), don't promote because favoritism. I watched people that were borderline smarter than a brick wall get promotions because they were good friends with a account manager. In fact, I actually applied to be a QA agent as well as a Team Manager twice, and both times I got turned down...it was due to me being over qualified.

    Advice to Management

    Stop firing people for no reason. You're going to end up losing AT&T as a client (Las Vegas area) if you cannot handle attrition correctly. When I resigned, we were at bare minimum staffing (300 agents), we were supposed to be staffed at around 700-800 agents. This is all due to people leaving because management treated them unfairly. I watched my boss get fired due to him being in the hospital because he has cancer. My team ended up being transferred to a TM that had absolutely zero interest in us, and basically treated us as a burden. When I resigned, my current TM was basically telling us to take 30 minute lunches because our billable hours were not meeting AT&T's required billable hours (we were allowed to take hour lunches before March 2017, and we were the only team forced to take 30 minute lunches, I watched two co-workers get put on finals because they came back 15 minutes late).


  8. Helpful (1)

    "Decent"

    Star Star Star Star Star
    Former Employee - Anonymous Employee in Rochester, NY
    Former Employee - Anonymous Employee in Rochester, NY

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

    Pros

    Great team members, mentors and opportunities

    Cons

    there was no stability or retention

    Advice to Management

    be more transparent


  9. "Service Specialist"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Specialist in Rochester, NY
    Former Employee - Customer Service Specialist in Rochester, NY
    Recommends
    Negative Outlook
    No opinion of CEO

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

    Pros

    -- very flexible with my student schedule, although they do play favorites, so if the managers don't like you, you might get fired if you have to miss work.
    -- annual reviews/raises, but it's only a few cents
    -- commission is nice
    --great co-workers

    Cons

    --very hard to move up in the company
    --extremely competitive for commission, and very few spots
    --management play favorites (so make sure your on their good side)
    --extremely annoying customers
    --you literally have to be on the phone for 7.5 hours out of your 8 hour shift
    --NO JOB SECURITY, You might come in one day and be told your job is being eliminated and they won't have any place to put you.

    Advice to Management

    treat everyone fairly and equally -- you can't just decide you want to fire someone because you don't like them..


  10. Helpful (1)

    "Team Manager"

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

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

    Pros

    commutable, holidays, extra mile, people soft

    Cons

    Politics, work pressure, peer relationship

    Advice to Management

    Be professional when conducting inteviews


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