Avantages
Relaxed atmosphere. Very casual dress code. Great training class. Good coaches. Very flexible hours/overtime available all the time. Lots of incentives for making bonuses. (e.g. adherence bonus) Not a sales job, just customer service.
Inconvénients
*Since the client at the Sitel I worked for was a bank and we handled credit cards, there was a lot of information to learn (many times irrelevant to the job) and policies are constantly changing. (e.g. every time a new federal regulation is released, it effects how we do our job. It is almost like being retrained every couple of weeks, which is extremely frustrating. *Tons of statistics to meet. *Conflicting expectations of employees. *The quality team is constantly back and forth with either keeping your handle time on calls low or keeping your engagement high. Both stats effect your quality ranking and bonuses. So if you have a short call and meet your handle time goal then you're required to improve your quality or "customer experience", which in turn makes your handle time high. You can't win.