Vantaggi
-The benefits they provide are actually pretty good. -The program I worked on actually provided good training. -I was able to get invaluable experience with customer service. -Adequate PTO available after a couple years. -Some managers were competent.
Svantaggi
-There was no quality consistency between other sites working so you would end up having to fix their mistakes. -Wages are low in regards to the work you do. However you may receive a paltry commission. -Clients can be slave drivers. The clients also had their own call centers doing the same job as us. There were times they would close down their call centers on a busy day so they can have a company picnic while we had to pick up their slack. -Senior management kowtows to the clients like gods and would avoid advocating our concerns to the client. -You may apply to take normal customer service calls because you don't want to do sales, however if the client asks for it Sutherland will force you to do sales training and take sales calls. There is no way to get out of it even if you're uncomfortable with doing so. -You are given expectations of what to expect and then the client still does whatever they want regardless of set expectations. -Increased training and responsibilities does not translate into a greater pay. -Computer towers, monitors, and peripherals are constantly taken and moved to different work stations by people. Even though it's against company policy and can be considered an infosec violation, manager won't do anything about it. -Computers are outdated and are in constant need of repair. They still have the old ball mice which I had assumed went extinct. -The work environment in general is disgusting. There are large months old food particles everywhere. It's not uncommon to see BBQ sauce, grease, you name it spread everywhere because your fellow employees cannot respect their surroundings or other people. There was an OSHA notice in the hallway regarding bedbugs found on premises. Their outsourced cleaning crew takes poor care of the bathrooms, paper towel and soap dispensers are often neglected. This can go on. -HR is spineless -It takes an act of God to get an internal transfer, unless the program needs to get rid of people. -You work when the client wants you to work, no exceptions. -You need a day off? First they need to see if there is an opening, if not too bad so sad. If the company is going into a busy season, well it sucks to be you. -If you are good at your job and know what you're doing you can stay right where you are. If you're mediocre or popular you can become a manager. -Oh did I mention moving up does not mean wages go up? -You can only get benefits or PTO after 6 months. -The chairs are at least 10 years old, grimy, and broken. It's so bad that chairs are being taken from the break room and cafeteria.