They have some improvements to make.
Customer Care Call Center Agent (Former Employee) – Windsor, ON – August 14, 2015
A typical day at sutherland involved accepting inbound calls from AT&T customers. Customer can be fairly angry or upset and can project their feelings on you. Representatives need to be skilled in problem solving, reassuring the customer and deescalating callers.
A disadvantage to working here is the emotional burn out you will feel when you resolve the customer's issue but the customer may still not give you a positive survey, or may not fill out a survey for you at all, which will negatively affect your score. Sutherland takes these scores seriously, and there is pressure to keep yourself in range. If you don't stay in range, they will fire you. It can be stressful, as some customers are satisfied but just chose not to fill out the surveys, or some are angry entering the call and are still upset even after a solution is presented. With the pressure to stay in range, and upset customers lashing out at you for something that is not your fault, it doesn't take much to feel overwhelmed and burnt out. In my opinion, their score system is flawed. It is understandable that scores should be important to sutherland, as it's the only way to review the agents, however people should not be fired because of neutral callers. Maybe in the future they will improve their score system, but as of right now, it only creates more stress to an already stressful job.
commission, occasionally free food (BBQs, coffee, etc)
shift changes, poor management, stressful job