Too little pay for too much trouble - Recensione dipendente - Call Center Agent presso Sutherland

The management is clueless. They pay only $9 an hour for their call center jobs and $10 for senior staff. They expect you to work any hours in which they are open and can change the schedule from one day to the next. Because of this it is impossible to plan a life out side of their work at home call center jobs because generally they run 7 days a week to include all holidays. The turn over rate at this company is higher than I have ever seen in a work place. The likelihood that someone will still be there 6 months after their start date is probably only 15%. You are expected to do three jobs for the meager salary. As a call center agent you have to communicate with customers via email and inbound calls as well as help coworkers via the chat channels. The calls need to be as short as possible to keep their numbers in good standing. Despite the company stating that the customer comes first it all boils down to time meaning money like every where else. This means call quality is less so that call times can remain shorter and you can move straight from one call to the next. Instead of focusing on one task at a time to make sure it is done right, you are suppose to talk to the customer while filling out their information in the terrible computer system, send outbound emails to other customers, and keep an eye on the company chat rooms meanwhile getting bombarded with random chat messages from management or coworkers. I am good at multitasking but even I realize that there is no way to accomplish all of this with the high standards they expect you to. If you want to move up in a company then this is not the place for you. I watched time and time again as the top call agents and over achievers were passed over for promotions while mediocre agents soared to the top. If you went above and beyond by taking on more tasks they punished you by reducing or even removing bonuses entirely. As a call agent you can make an addition $1 an hour bonus for staying high in their stat system. But if you are helping managers, trainers, or even new hire agents this means you are not spending as much time on the phones. Your stats then go lower or even disappear. So essentially you get paid less for doing more at this company. They also give you your schedule based on your call stats. This means that if you are doing extra work you will be outbid when it comes time for shift bids due to your place in the ranking. So not only do you get paid less but you work the worst shifts. The last issue with this company is their work at home equipment. The company uses what they call Thin Clients. These are essentially computers that work almost entirely on the companies cloud. What could go wrong? Well a lot. There were so many tech issues when I worked there that just for the program I was in there was an average of 20 agents or more that could not be on the phones due to technical difficulties caused by the company's equipment. Everything is remote so if you can't get a connection due to a system malfunction then you can't do your job. Even the phone system they use is remote and was known for having a terrible echo that customers could even hear. If you can get the actual computer to function properly then your next challenge would be the software. None of the programs worked properly and due to everything being accessed over a network it caused terrible lag and delays. This means that if you are entering information regarding a call it will take you three times the amount due to dealing with the software issues. All and all I would not recommend this company. Fast food restaurants pay more for less hassle.