If Sitel is so bad, I wonder why Bradbury approved their use? Maybe he just feels responsible but is not willing to admit it.
Cubicle farms, unprofessional managers constrained by ops managers who play favorites, and fiefdoms.
Why? There are only two positions at Sitel: On the phone, or off, and no one who has ever gotten off the phone wants to ever go back, so their relations between Ops and Team Managers are always strained.
In a word, at Sitel crap rolls down hill and collects there until it drowns you.