Unrealistic goals applied to all staff, minimal training which focuses on less essential things; "get on the floor" and have to learn MANY things on your own unless you are fortunate enough to have one of the rare amazing coaches or make a friend who has been there awhile to help you get to where you feel like your able to keep your head above water. My campaign was inbound collections for an American large communications company; had the majority of calls being angry or frustrated people who were upsold into plans they cannot afford or do not want and were not fully informed of what they were getting into. Support from the "support team" is near non-existent or when you would eventually get a response (after waiting 5 minutes; yet get scolded for having a customer on hold beyond 2 minutes) it was very sarcastic and demeaning. After a call or interaction with a customer you must log all the notes of the call in detail (they expect you to do this while on the call but you must multitask through several programs for a single call) these notes you must log; they again expect you to summarize thoroughly in under 2 minutes yet if you're a competent agent, customers will have you tackle multiple concerns within a single interaction. You must thoroughly record notes and needs but they give you the impossible time frame to do it in, and when you go over the allotted time, they harass you... (so they expect you to be able to run multiple programs, listen thoroughly to customer, addres
Points négatifsEverything! Harassment, horrible HR department, abuse from customers AND other staff there....
Customer satisfaction keeps Sitel running, but sales keep it profitable
I am a university student and I worked at Sitel Saint John for my summer job in a pinch, because my plan was changed last minute.
I was able to complete the training fairly quickly and had to wait around for quite a bit for my class to catch up, no complaint there, as the training was paid full time. As long as you are decently intuitive with computers (e.g. younger people), you can navigate the albeit quite outdated system easily indeed. The training class had a good atmosphere, Steve is an easygoing instructor.
I worked in the billing department for a US telecommunications company, outsourced to Sitel. Customer service care is a story of its own. The job itself isn't erroneously terrible. As long as you don't take the angry customers (and there are angry customers) personally, you'll be alright. It does take some getting used to, being a "professional stress ball" that stands between the corporate and the end customer can be emotionally draining, you need to be used to regulate your emotions.
The real sales culture comes out of the shadows when you are placed on the phone with the customers. Despite being "billing only", you are encouraged to push for sales opportunity for each phone call. This is then later evolved into that you are expected to push for sales for each call. The coaches (different from trainers) say that they are there to help you with anything, but they are really placed there to nag at you every day until the end of on the job training to have yo
I worked for this company for 3 months. I enjoyed the work quite honestly. I was working in their department that handled Intuit Quickbooks Online technical service. The training was virtually non-existent, which didn't really bother me because I have been to both college and university for Accounting training. I felt bad for anyone who didn't have that training, mainly because you were expected to answer technical questions (for bookkeepers and accountants) regarding the Quickbooks software, while also "not giving accounting advice"; this was reiterated over and over and over again to escape liability, but also made fully resolving issues for the customers near impossible. The "management" was comical to say the least. Uneducated, unqualified, and generally bad people. I found it impossible to avoid being constantly harassed by their nagging and attempts at intimidation. Yes, intimidation; they don't ever let you relax or feel comfortable at any moment. They periodically move your desk every so many weeks, perhaps so you don't have an opportunity to build any relationships with the people that you work with. They are still learning the ropes regarding client expectations, so their metrics for work performance are constantly outdated and rarely provide any useful information for evaluating worker performance. After you end a call with a customer, surveys are automatically sent out. If you receive anything less than a 9 or 10 out of 10, it will count negatively towards your me
Points positifsfun job, every call was different, shift blows by quickly
Points négatifsLow pay, high expectations, and poorly managed.
A typical day at work:
Try to get logged in on time, hope that the computer can start up in under 10 minutes. Be constantly harassed and abused by customers with no way out as we are not allowed to disconnect (not even for death threats).
Short breaks that are watched like a hawk. No bathroom time allowed, can only be done on your break (which can be three hours or more apart). No time after calls to make notes or make sure a ticket is completed.
Constantly worried that the ticket system may not save all of the information and give you a ticket error (one ticket error can damage your shift bid severely).
Hours may be increased or lowered by 2+ hours with no warning from a day to day basis. Scheduling system is wrong nearly every day.
What you learned:
I learned that people who complain the loudest get the attention, and in order to advance at Sitel you need to be friends with management.
Where do I even start with this? The coaches are largely terrible and useless. They routinely avoid their jobs, refuse escalation calls, provide wrong information, and generally treat you like garbage.
The standard coaching style is STOP THIS OR WE'LL FIRE YOU! DO THIS OR WE'LL FIRE YOU! You get the idea.
They were great and the only thing that made this job sustainable.
However there were a few rotten apples who abuse the systems and skate on by... because they're friends of management. Favoritism is rife.
Hardest part of t
Points positifsuh... on a bus route?
Points négatifsLong hours, random schedules, no staff support, insane metrics.
Sitel was a mixed bag. If my job only consisted of what the customers actually called in for, it would have been a great gig for an IT student. Unfortunately, Sitel is part of a "service-to-sales" model, which basically meant I had to earn my own salary for the client by pitching customers with Internet-related issues to sign up for Cable TV and Telephone services, no matter how irritated or frustrated with their technical issues, or how many representatives they'd gone through already. They insisted sales weren't "mandatory", but they still had "definitely not quotas" sales goals that you could get written up for not meeting. I'm grateful for everything I learned about Internet infrastructure, but after getting left hung out to dry over a busy summer season where I'd given up my flexible student hours for a more rigid schedule, suddenly mandatory (paid, fortunately) overtime kicked in, I'd had enough. There's definitely a reason why turnover for these kind of places is so high. The culture was constantly in flux during my brief tenure, with a group chat coming and going because they couldn't quite decide if it was okay to casually chat or to keep things strictly work-related, resulting in the whole thing being scrapped because the managers clearly had little IRC moderating experience. Still, in person, everyone was understanding and kind, although you definitely got the sense that the supervisors were overly grateful to be off the lines, which gave the sense of being fed to
Points positifsInteresting subject matter, great learning opportunity, paid training
Points négatifsHarsh standard hours, questionable business ethics
From the day you start till your last call, you will likely question the life decisions you made in life that lead to sitting in your broken chair with finger scratches in the arm rests and pieces of foam missing from the seat.
Training is a nightmare. The "learning specialists" barely know how to take instructions themselves, nevermind being able to pass along the crumbs of knowledge their clients provide. The desperate and immature pool of trainees also make it impossible for the odd professional they hire to withstand the slow and painful process.
Their ads both internal and external constantly preach that Sitel is a place to "start your career" and that experience is "shared" however the reality is that you likely be stuck in a dead end position unless your willing to stretch your ethics so thin that a former personal injury lawyer would question their moral compass. That is if they have any openings at all as they struggle to maintain any new business. More butts in seats, not offices is their only recruitmenr objective.
For those who you must deal with that have weaseled their way into some level of management, this is by far the worst factor of all. Almost all in the select group are rotten to the core. The actions/statements witnessed and personally experienced are so vile I can't even share them on this platform. If you try to acknowledge your rights under the ESA and the human rights code, they'll go to roots even as despicable as to exploit aspects of th
Points positifsClose to lunch options and bus route.
Points négatifsMandatory overtime, Horrible treatment from management, General lack of leadership, No opportunity for advancement.
At the beginning I really enjoyed working at Sitel, a month in after my training was all done I realized that there was a lot of things that i should have set up and learned in training that I did not. I have no problem working under stress but when it comes to having no idea what was going on in some situations because the topic was not covered in training. I felt a little lost. I was really disappointed in my trainer. She was always giving us extra long breaks because she said that my training class (which was me and one of my friends from high school) were doing so good that we where flying through the topics that needed to be covered, when really there was the extra time because she did not have all the things that were supposed to be taught and shown to us. That was not so much her fault it was her first time training so the person above her should have gave her something showing ALL the topics that we had to go over to be prepared to go on the floor.
The co-workers as well as the management were always talking about other employees personal business. I was not going to be any part of that. I mainly kept to my self and the two friends i had working there with me.
I did not like being called names by customers on the phone. I had a few incidents where I got really upset over the things said on the phone by the customer. I can handle situations where there are conflicts in the work place but there was many inappropriate calls that i received that were just comp
Customer Service Representative | Ottawa, ON | 21 janv. 2021
What it's really like at sitel
Alright let's be honest for a job to be working from at home it has some perks, its 40 hours a week guaranteed, you don't work next to anyone and they train you for 4 weeks, but when I tell you that you have 0 job security believe me. The coaches aren't as sunny and nice as they pretend to be. Honestly I wouldn't recommend this job to anyone. I am a pretty outgoing and friendly person and would consider myself easy to get along with, and the way the coaches and L2's speak to you (a new L1 agent) is like lower than trash... they talk down to you, they demand respect from all angles and choose to not be helpful in times you need them because they can. They have campaigns every 3 months, and you are off probation after 3 months so they basically only keep 1-5 people and let go everyone else because they don't want them to go on benefits. This isn't a conspiracy I have asked a few L2 agents that I was able to get along with and they told me that this is true that they have been waiting for someone to speak out about. They seemed to take advantage of a situation in which many were left without jobs. Many individuals found themselves now working for home and thought this would solve many problems for them! However this company essentially got close to 3 months of my (and others) hard work and dedication but were soon laid off for pathetic reasons. Some were covid related (even though we were assured covid would have no effect on our jobs) others were let go for things like "perform
You won't get advanced unless you're close with Upper management.
This company has different clientele. Every agent is hired specific clientele and if needed they can get moved to a differen one.
I was first became a technical support it was fine at first but got stressful the longer I was there. Then I had to leave for few years came back got hired for a CSR position for a delivery company .... my stats are on metrics month over month but somehow when I applied for higher tier I got denied. Although I was offered support role few months after but then was moved to the chat department in which I still get my score on top month to month .
They launched a new clientele and was offered to start with the new campaign and I certified the first time . Which is cool and all, I got moved to email dept for back end position after few month with my metrics and stat month and month is up . Then I applied for the position to become a Trainer as for the same Campaign since I was certified the first it launch . But I didn't get any interview and suddenly found out that someone who was recently certified became the trainer. Which is cool more opportunities comes in . I do my best to meet the goals for Stats and metrics and even on a skep lite ... but everytime I apply for an opening position that is higher I keep getting pass up and the position gets given to the newbies.
Now they want us to do the back end job , email support and phone calls without increase pay . It seems like if you're not close to the upper management no matter how good you ar
Points positifsGood coworkers, Fun fellow workers
Points négatifsThey'll give you more work load without increasing your pay
At every call centre I worked at in the Niagara Region, “at least we don’t work at Sitel” was a common saying. I heard stories from coworkers about their time at Sitel, and even when they had a good campaign, their was one thing in common: bad management and a hellish atmosphere. I soon learned they weren’t wrong. Sitel differs from 100% of contact centres in this region starting from training which only lasts one week (most are at least 2 weeks), near zero hands-on systems training, and no listening to calls. You get support for your calls via an overloaded chat system with inconsistent information. When I first got on the floor, multiple people wrote things in the main chat like “Why don’t you guys actually help us?? A lot of us (especially ESL) think this but a lot won’t say it”. We were then given extended unpaid hour long breaks because of slow call volume... no other call centres do this. Those that asked why we were being forced to have an hour long break when our contracts stated 30 mins (reducing our paid hours of work from 8 to 7.5 but still needing to remain in the prison) were told to address it with our coach as if that would change anything. My training class quickly dwindled as coworkers would say after the first week “this job is making me really depressed. They don’t care about us”. You hear coaches loudly talk trash about employees and situations, especially during nesting week. There are a lot of call centres in the Niagara Region and you’d be better off fl
Points positifsDecent Pay, Not open too late or early
Over the years, Sitel has drastically evolved into a rather dreadful place of employment. Back in 2013, they started making changes in the on-site HR Department that resulted in in the loss of about 3-4 integral employees. Then, in 2014, they hired a new HR Director, who, from her start at Sitel Augusta, showed a vivid appearance of nonchalance and passiveness. The main operations of the HR Department was converted into a hotline - you have to call now to speak with foreign representatives to have issues resolved such as payroll disputes, benefits discrepancies and LOA matters.
It was also in 2013-2014 that several, I mean several Coaches (Supervisors) and Agents of Sitel Augusta resigned and began employment at other major call centers in the area - those individuals now report better treatment, appreciation and greater advancement in their new workplaces.
The Staff of Operations Managers consists of maybe 2 or 3 individuals who actually have a compassion or concern for the employees of Sitel Augusta. The Senior Operations Manager (present-day) is nonchalant, arrogant, rude, discourteous and has a callas heart. He shows no genuine concern or care for the employees of Sitel Augusta, only those who he directly works with (like the Operations Managers or Supervisors or his superiors). He will see you in passing, look at you eye-to-eye and say absolutely nothing. If you greet him, he will ignore you, even look at you and ignore you.
In 2014, after the previous Senior Op
Points positifsIf there are any, they've been overshadowed by the cons.
Points négatifsWhere do I start...where would I ever end?
The only thing I don't quite remember about Sitel was how much Holiday they gave.
The entire experience there was a roller coaster ride heading to a broken track.
I worked in the Exeter area & first heard of the place at the local Job Centre. One of their HR employees was there holding a small session to recruit anyone who was interested to work at Sitel. He was specifically looking to hire people for a "Technical Support" role. It was described as the typical Tech job helping anyone with issues with devices, etc. I quickly expressed my interest in Coding, Programming, Computer Science, etc. Both He & the Job Centre Rep agreed I'd be perfect for the role with those skills.
I ended up going to a short 6 person group interview a few days later. We took pictures of the inside & were there around 2 hours before we were done. We were made to take a short & easy "speed test" where we just copy & pasted some information between Word & Excel. About 20-minutes after leaving I was told we'd be put on a short 1-2 week long "Training Course" to refresh our skills. The Course was simple things like "How do you turn on the computer", etc. I was however, quite turned away by the fact one segment was to make a social media presence & then write a review of the Company.
Once the Course was done I was offered the Job for the over the phone. I accepted & was given 2 dates to pick from to start. Except, 3 days later I got another call offering me the Job for a 2nd time. Apparently th
Customer Service Representative | Remote | 16 août 2021
I started working with SITEL in December 2020 on the test and trace campaign, the recruitment process was pretty quick, and I was started within two weeks of the initial contact with them. When I began, they sent us in for ‘training’ which I was under the impression would be quite detailed considering we were to be gathering information from people in relation to covid-19. However, to my surprise the training lasted a whole 2 days and consisted of a few poorly done PowerPoints and a tonne of reading from a training board (arguably filled with out-of-date screen grabs and information). I later came to learn that the PowerPoint information was out of date as well and didn’t represent accurately the screens we would be seeing when starting to actively trace contacts. After this training we were then thrown into a group team chat and told we were going live, to my shock the next day when I logged in for my first official day of tracing the screens and information that was coming up was not like the stuff we had to be taught and there was little or no support about how to deal with this. After a couple days I got the hang of it (largely due to the help of a friend who had been on the T&T campaign longer than myself). The next few days I was randomly placed into a separate team chat with no explanation as to why and a new training session was formed (later I came to learn that this was the training for more advanced and complicated calls in Tier 2 isolation calls) This training las
Points positifsWhen it worked the holiday booking system was good
Points négatifslong hours, short breaks, poor management, lack of communication, poor support from senior staff
I wouldn't recommend Sitel as a satisfactory nor a professional workplace
I started at Sitel as a way to build skills for myself, and to offset some of my time in retirement. They seemed to have a great mission statement and customer oriented goals which intrigued me. Unfortunately, the management I've encountered to this point doesn't even remotely resemble the heart of their creed. They want you to care, but taking a bite out of that apple can be deceiving.
I've been in training for approximately five weeks. The rules for the class were to
*be positive, specifically - no negative personal feelings because that energy is contagious.
*no outside noises such as kids and animals in the background
*no question is a stupid question - or -the only stupid question is the one you didn't ask.
So, just starting with these let me explain a day working at home with Sitel.
You clock in and the trainer spends the entire first 30 minutes of class telling you how tired they are because they didn't get enough sleep the night before. You clock in from lunch and the trainer spends the next 30 minutes telling you what they ate for lunch and how tired they are from eating too much at lunch. The lack of professionalism is palpable. The trainer isn't feeling what they're teaching, yet simply reading mindlessly through the materials which makes it harder to follow along which results in questions....and, instead of a more targeted answer to the question, you get the eye roll, ridiculed, and singled out as to make sure that nobody else has the audacity to
Points positifswork from home - mediocre wage
Points négatifslack of quality training - undertrained to incompetent tyrannical managament - lousy schedule
Informations- und Kommunikationskultur wurde während meiner Anwesenheit mit wenig Augenmerk bedacht. Vorgesetzte halten sich nicht an Absprachen, was ebenfalls zu einer Erschwernis in der Arbeit führt. Es besteht keinerlei Arbeitsschhutzmaßnahmen. Auch nach jahrelangen Bestehen des Betriebes lagen Kabel und Anschlüsse frei. Es gab keine Lärmdämmung, noch gab es eine vernünftige Arbeitsplatzverteilung. Selbst nach mehrmaligen Hinweisen, die Arbeitsplätze entsprechend der Belegung vorzunehmen, wurde nichts getan. Durch die flache Hierachie im Betrieb kam es zu Unstimmigkeiten im Weisungsrecht. Jeder war Vorgesetzt, aber keine mochte die Verantwortung tragen. Illoyalität war ein verbreitetes Thema im Betrieb. Die Computertechnik wies Schwächen auf, was zu langen Rüstzeiten führten, die nur anteilig vergütet wurden. Die Sozialleistungen waren ein Witz. Einmal alle zwei Wochen gab es für die wirtschaftende Belegschaft 2 Obstkörbe, die sich dann ca. 100 Kollegen teilen durften. Im Ruheraum liefen ständig Kühlsysteme von Getränkeautomaten. Als Kantine diente lediglich ein kleines Backwarenangebot der Verköstigung im Betriebsgebäude, aber ohne Preisnachlässe. Zudem gab es noch einen 20% Nachlass für die Zeitkarte der Verkehrsgesellschaft Berlin, was wohl das Jobticket darstellen sollte.
Positiv zu halten war die Vergütung, da selbst bei wenig Verkaufstalent bei Abschlüssen von höherwertigen Telefonverträgen eine Provision anfiel. Der monatliche Verdienst erreichte so bei einer 40h A
High turnover, poor employee retention, poor leadership
On the surface, Sitel Group appears to be a forward-thinking, well-organized, and technologically advanced company. Less than three weeks into training I discovered that the recruiters are trained to "sell" the company. In the first three months I had no less than 5 different managers. Styling themselves as a "bring your own computer" company what they mean is that they are attempting to use employees in a way that should really be reserved for contracted employees that would receive a 1099 at the end of the year. They offer no compensation for work from home positions for internet access and electricity. Normally, electricity wouldn't even be a consideration for me - but, Sitel wanted me to keep the provided computer on 24/7 and never disconnected from my home network / wifi. Aside from the obvious personal privacy and security concerns this causes - they, additionally, required several apps be installed for use on my personal cell phone and management used this as a regular means of communication (also no compensation for the use of my personal equipment or concern for privacy and being "off the clock" when off the clock. Scheduling normally isn't a concern for me (I consider myself pretty flexible here for availability) - however, waiting 7 hours before I could eat a next meal was an issue. When I approached management about this I was told I would need to apply for ADA accommodation. It was policy not to eat or drink at your desk but was told by leadership that I could ea
Points positifswork from home
Points négatifssee my review - the entire experience was a "con"
Was working with these guys for over a year now.
Work itself is as repetetive and primitive as any other simple jobs. Arrive at work punch in read the script 100 times punch out go back home. Get promoted or moved to another customer of theirs, read another script that contains 2 more setences then usual 90 times a day and go home. You get the point job itself more or less mindless and repetetive.
When it comes about the career oportunities they do have promotions but those promotions do not mean much as they are basically paid the same. The only reasonable changes in wages start to appear when you hit operational manager levels but that just will not happen. All of those promotions more or less for the sole purpose of getting a nice note in CV and finding job elsewhere that pays more.
Talking about the culture itself it has that sense of just positivity more positivity and more positivity and compliments for all etc. It gets to the point where all this so called ,,positivity,, turns into toxicity as you just get tired at some point listening to that nonsense. All of it just slowly drowns you and makes you depressed more then anything else.
The best advantage of doing is job that it is work from home you dont have to waste your time travelling to the office meeting people etc. You get paid for the time you spent working as it is supposed to be.
In terms of issues or things that could be improved bottom level employees moderators/supervisors and even team managers are bas
Points positifsEasiest and least demanding job i have ever done
Customer Service Representative | Porto | 27 nov. 2019
PROS: If you're expecting free benefits like every company as to offer, the only thing that's free in Sitel is the water in the dispenser and some bananas that are left out on the Sitel's projects shared cantine, once or twice a week.
You may have heard of medical insurance, where you have to pay 30 euros anually to get discounts in SOME of your medical bills - it doesn't apply to all doctor's visits, depending on what type of medical assistance you need. At the end of the day, the hassle isn't worth it.
Last but not least, we have Sitel Fit! We're not sure why this is a benefit, but basically you will have to install the Sitel Fit app, run and do exercise to get points. Once you collect a certain amount of points you will enter a worldwide draw where you can get some prizes.. like new headphones..... and the top 3 Sitel fitters can make a donation to a charity of their choice.
You also get a discount in a gym membership, which is not that great as you end up paying for it
The only good thing is the freedom you have to be yourself not worrying about appearences, but this is something that many companies have to offer nowadays.
To get inside the office you'll need to provide with your fingerprint - there's no handles so you can open the door for the building's security which I completely understand, but expect to have the flu and other diseases more often than you usually do, as everyone will use the fingerprint access to go around the building (EW!)
Sitel was my first work at home job. I thought $9 an hour was low but working from home you don’t have to pay for commute or food. Plus working from home has so many perks. Training is crazy and you truly will get lost. The presentations they present are slides after slides of information that could be minimized into simpler material so agents are not absolutely mentally drained from training. Make sure you have a notepad full of paper for notes from training because you will need it. After training I enjoyed taking calls for health insurance enrollment. The system was somewhat crazy at first but eventually it became a breeze to me. Often customers would be irate just like at any other job but I have never had such rude customers as I had with sitel. I was transferred to spending accounts after health insurance enrollment and I still had irate customers. Which I came to believe was due to speaking with so many agents because the company has hundreds of agents and the customers get told a million different things each time they call. Even though I had rude customers I enjoyed working for sitel until I started my position with spending accounts. That job was absolute madness. I lost my amazing team leader. I was transferred to a team leader who could never be reached in chat for assistance, who was rude and hateful and seemed to not care at all about her job or agents. Everyone on her team never had anything nice to say about her because we could not get assistance which led us
Points positifsFull time, had weekends off, some great agents, equipment provided
Points négatifsRude customers, lack of help from team leaders and chat, empty promises
Questions et réponses au sujet de l'entreprise Sitel
Comment les retours sur la performance sont-ils communiqués aux employés de Sitel Group?
Posée le 6 oct. 2018
its 50/50 but definately they can be improvements
Réponse du 3 févr. 2022
They sit you down once a week and talk at you as if they fear for their job because no one is meeting stats.
Réponse du 24 sept. 2021
Si vous deviez quitter Sitel Group, quelle en serait la raison?
Posée le 25 avr. 2018
The Client demands that the CRS's reach certain QA (quality) points on every call. These expectations are unreachable. When you first start, you are praised, and the points seem easy to get, but after you are there for a while, you are constantly reprimanded for not reaching the goals. No matter what you do, you can't get the passing grade. This affects for promotions. It seems that the 6 month mark is where people start being marked really hard. You will conform to their expections; they will re-mold you into a person that you don't recognize, and you will still fail at the job!
Réponse du 25 avr. 2021
Saint john location management is terrible and show favoritism. Let's the favorites do what they want and puts more work on the ones they dont.
Réponse du 11 nov. 2019
Une vérification des antécédents criminels est-elle nécessaire chez Sitel Group?
Posée le 20 mars 2017
Yes. Basic criminal check. Usually a few days.
Réponse du 4 oct. 2017
The Sitel in Hyderabad doesn't need a background check but I am not sure of the Sitel in Canada.
Réponse du 17 sept. 2017
Quelles sont les questions posées lors d’un entretien chez Sitel Group?
Posée le 21 mai 2018
They wanted to know about passed work experience, computer skills, technical awareness among other general interview questions.
Réponse du 20 juill. 2019
Acted out a phone scenario of a customer needing assistance.
Réponse du 6 nov. 2018
Comment décririez-vous l’ambiance de travail chez Sitel Group?
Posée le 30 mars 2017
Multicultural; constantly worried about being fired.