Pluspunten
There is a decent level of employee engagement. If you are motivated, there is plenty of work and opportunity for you.
Minpunten
The "Peter Principle" is on full display at Sutherland. There are tons of people in lower and middle management positions who have been promoted off the phones in to jobs they don't simply don't have the skills to handle. They are generally well meaning but enormously incapable of doing any quality work. You also have to worry that the general trend in the company is to move work out of the U.S. where it is too expensive at $9 an hour (!) and take it to the Philippines where they can pay earnest and eager young adults to do it for $3 an hour. Support services at Sutherland generally tend to be unmanaged and run by the employees doing the provision of service, meaning that things like Human Resources services are controlled by the lower and middle level functionaries. If you had a choice between two jobs and one was a Sutherland job, pick the other one.