Sutherland Reviews | Glassdoor

Sutherland Reviews

Updated August 15, 2017
550 reviews

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Pros
Cons
  • People talk about work life balance being a con, but if you take ownership of your own time its great as long as you deliver the results (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 51 reviews)

More Pros and Cons

  1. Helpful (1)

    "Get some experience and move on"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - IT Analyst in Henrietta, NY
    Former Employee - IT Analyst in Henrietta, NY
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at Sutherland full-time

    Pros

    -Opportunity to get into IT with little experience (if your program is IT-related). Go somewhere else as soon as you have some experience.
    -If a holiday falls on your day off, you get paid for the day.
    -Flexible schedule, ability to work from home.

    Cons

    -Low pay.
    -Job is highly stressful, you have to take call after call with no time to actually work the growing pile of cases.
    -Astronomic attrition rate. More than half the classes would quiet in the first 2 weeks after completing training and getting on phones.
    -Spinning door of programs. You might get hired to support enterprise IT and find yourself selling gift cards a few months down the road due to the program being shut down.

    Advice to Management

    -Move on as soon as you can.


  2. "Decent place to learn"

    StarStarStarStarStar
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Sutherland full-time

    Pros

    Great people, great training, help from management

    Cons

    Promotion based on time employed, not skills. Will hire anyone who walks through the door.

  3. "Getting the right team makes all the difference"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Escalation Manager in Rochester, NY
    Former Employee - Escalation Manager in Rochester, NY
    Recommends
    Negative Outlook
    Approves of CEO

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

    Pros

    Promotes employee engagement and leadership development heavily. Good leaders groom agents for future management opportunities (even if that means losing the agent to another account)

    Cons

    Experiences can be one extreme or another. I was blessed with great leaders/mentors. Many on other teams report nightmarish environments which lead to high attrition either to other accounts or to another company altogether

    Advice to Management

    Trust your subordinate leaders more as it pertains to handling problematic agents. Try to get a "word on the street" understanding of why some return to SGS over and over while, others would never return.


  4. "High turnover"

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

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

    Pros

    Higher quickly and will higher anyone

    Cons

    Too many to count here

    Advice to Management

    Look into sexual harassment cases filed..


  5. Helpful (2)

    "Dose not care about employees"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Representative in Rochester, NY
    Current Employee - Customer Service Representative in Rochester, NY
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

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

    Pros

    good benefits you get to be trained from home nd work from home.

    Cons

    poor training, no real support despite what your told. no consistency between TM, or programs. unrealistic expectations of workers. expected to lie to clients programs are often out sourced for cheaper labour and your switch to new programs that no one want to work for.all employee are nothing but a number unwilling to work with people with health issues

    Advice to Management

    get tm who know what there doing and are willing to work and help there team learn not just criticize they where not truly trained correcly. put together better training programs where you can learn what is need for a job. instead of expecting us to figure it out on our own. one call at a time. Don't make people lie to customer they can smell a lie a mile away . then they don't believe a thing you say. allow WFH agent to tell the truth that they work from home. get ride of the nonsense if a customer demand a supervisor they expect one. making us have to make up lie because where not allow to transfer call is poor customer services.


  6. "Not Bad"

    StarStarStarStarStar
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

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

    Pros

    Nice people, flexible can get hectic but overall not bad

    Cons

    low pay, really strict on phones and personal stuff


  7. "Good"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Sales Consultant in Syracuse, NY
    Current Employee - Sales Consultant in Syracuse, NY
    Recommends
    Neutral Outlook
    No opinion of CEO

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

    Pros

    Experience gained so i can find an equal or better job in the future. I would like to get a better experience!

    Cons

    Pay rate, management, stress levels, not flexible hours, favoritism, between other things at the work place, but it is too much strees

    Advice to Management

    N/A

  8. "Agent/Sales Consultant"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Chesapeake, VA
    Former Employee - Anonymous Employee in Chesapeake, VA
    Recommends
    Positive Outlook

    I worked at Sutherland full-time

    Pros

    Opportunities for moderate growth, Various schedules that may work with anyone's lifestyle, benefits

    Cons

    Incentives are always changing and becoming harder to acheive, promotions from within are a good idea though management doesn't appear to always be trained to be good leaders or manage teams


  9. "It wasn't a bad experience"

    StarStarStarStarStar
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Recommends

    Pros

    The work environment. Never a dull moment around my former coworkers.

    Cons

    The work load was quite a lot in comparison to how much you get paid.


  10. "Consultant"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Consultant in Syracuse, NY
    Current Employee - Consultant in Syracuse, NY
    Recommends
    Positive Outlook
    No opinion of CEO

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

    Pros

    A great resume builder for entry level full time work.

    Cons

    Risk of lay offs are high, possible overnight and weekend shifts


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