I worked at Foundever (formerly Sitel) until July of this year, spending two years as a customer support specialist. I can’t emphasize enough how challenging it was.
Initial Flexibility and Subsequent Challenges
Initially, I benefited from a reduced schedule of 6 hours a day due to being a new mom. However, once I transitioned to an 8-hour schedule, several issues began to surface. HR often took days, or even a week, to respond to emails, requiring frequent follow-ups.
Performance Bonuses and Attendance Policies
While experiences may vary by project, I would caution against relying on the performance bonus and the bank of hours. The bonus was tied to attendance rather than actual performance. I consistently ranked as a top performer, yet my bonus was significantly reduced due to any absences, justified or not. I experienced a 60% cut from my final bonus amount. During a meeting where we reviewed the bonus calculations, the atmosphere shifted dramatically, resulting in uncomfortable silence among the team. 
Meal Allowance and Payment Delays
For a year and a half, I did not receive a meal allowance. Despite having a full WHM contract, this benefit was denied to me and others who started around the same time. It was only in the last six months that this changed, and even then, some colleagues didn’t receive their meal cards on time, often without explanation from management or HR. I later learned that HR was not permitted to discuss delays regarding these cards. Similar issues occurred with paydays; we frequently received payments close to a week late, again without any explanation.
Chaotic Working Conditions
Black Fridays were particularly chaotic. We were encouraged to work extra hours, but those hours were not compensated. The workload was overwhelming; there was little time for after-call work, and management would immediately question any brief absence from the lines. Unfortunately, some colleagues would undermine those who outperformed them, and sabotage was not uncommon.
Management Issues
In my case, my boss lacked social skills and was rarely present for meaningful communication. His interactions often felt condescending and humiliating, even when my performance was above average.
When it came time to leave, the exit interview felt more like an interrogation. My final paycheck was significantly reduced, and communication with HR was vague at best. I know of instances where employees expected severance pay but ended up receiving nothing.
Equipment Return and Unprofessional Meetings
I was provided with equipment to work from home (monitor, PC, headset, and intranet cable), but I had to return it after quitting. Twice, a driver arrived to collect the equipment while I was still employed. When I informed my boss, he dismissed it as a mistake and instructed me not to return the equipment. His lack of responsiveness was only addressed after I brought it up in a group chat.
I recall one meeting where I was reprimanded for a minor mistake that was not clearly outlined in our terms and conditions. I felt ridiculed and faced unprofessional comments throughout the discussion.
Lack of Advancement Opportunities
Ultimately, I chose to leave because advancement opportunities were virtually nonexistent. Despite being consistently praised and assured of a promotion, I only received additional responsibilities outside my role, without any recognition for my efforts. To make matters worse, a team leader position was given to someone unqualified, whose performance declined immediately after taking on the role.
The Impact on Employee Well-Being
Foundever rewards mediocrity and fails to care for its employees. The so-called rewards are misleading and do not acknowledge the hard work of those within the company. Several colleagues experienced medical leave due to the pressure and lack of proper working conditions. Others I knew began using antidepressants and anxiety medications, while some resorted to substances to cope with the overwhelming workload.
A Positive Note Amid the Challenges
On a positive note, I did have the opportunity to work with some fantastic individuals who taught me a great deal, and I am grateful for that. However, they were in the minority.
Conclusion: A Stepping Stone, Not a Destination
In conclusion, I view Foundever as a decent stepping stone but not the best option available. I am now employed at a different company, and the difference has been remarkable—it truly feels like a dream. I have come to appreciate how performance can flourish when a company values its employees as individuals rather than as disposable resources.
That’s my experience. If you have questions, feel free to ask. If you still wish to pursue a position at Foundever after reading this, best of luck!
Source: Reddit – How to Survive a Bad Call Center
