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      Sutherland

      Engaged Employer

      Sutherland reviews

      Unrealistic Expectations - Customer Retention Representative Sutherland Employee Review

      2.0
      Nov 15, 2019
      Customer retention representative
      Recommend
      CEO approval
      Business Outlook

      Pros

      Pretty much anyone can get hired. If you need a quick paycheck, call centers are great for it. I worked in the AT&T department (companies contract with Sutherland for their customer service hotlines-I was not an AT&T employee) and the lower-level team managers always did their best at keeping morale high on their teams. There are a lot of employees, so you're bound to find people you get along with. The facility is nice.

      Cons

      Upper management was delusional when it came to meeting retention quotas, and the "commission structure" set you up for failure. Customers were calling to cancel their services, and employees are expected to do everything possible (just short of blatant lying) to keep the customer from canceling.

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      Sutherland Response
      6y
      Hello, and thank you for leaving this feedback. Sutherland is a business process transformation company which focuses on enhancing our clients' businesses while creating great experiences and positively impacting our employees' lives. We also value your input on where we have an opportunity to improve our employee experience. We wish you all the very best!

      Explore other reviews about Sutherland

      5.0
      Jul 7, 2026
      Customer service representative
      Recommend
      CEO approval
      Business Outlook

      Pros

      Great hours for training and flexibility

      Cons

      Low pay rate and a lot of work and micromanaging

      1.0
      Jun 26, 2026
      Customer service representative
      Recommend
      CEO approval
      Business Outlook

      Pros

      Remote work and great coworkers

      Cons

      Extremely low pay for the amount of work and the type of calls that you have to deal with. Lots of mircomanaging. Unrealistic metrics. Lack of knowledge and competency from leadership because at no point should your workers know more than you about the job itself. No care for unforseen life circumstances that affect your ability to work. Very stressful and mentally exhausting which often leads to burnout. No recognition for hard work and meeting metric goals. Too hard to get PTO approved. Tech and internal systems are always breaking which affects your ability to do your job. No one is ever on the same page which often leads to being given incorrect information. No room for growth or opportunities to go into other roles. Benefits are not that great. Mid health insurance plans, no 401K match, no parental leave, and no internet reimbursements. They'll sell you a fairytale in training so BEWARE.

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