Customer service (Current Employee) – Toronto, ON – 27 October 2017
fast paced call centre environment , great managers and work support and work benefits, There were always changes when it came to your job expectations and had to think and quiclky on your feet and you are required to make sale, which you would not recieve compensation for until after the probationary period
Cable Service (Former Employee) – London, ON – 26 October 2017
At that time the cable centres were in the video stores. Pay was the same as the video store staff and not in line with the other cable centres. This is no longer the case. The hardest part of the job was dealing with extremely irate customers. The most enjoyable was being able to solve a customers problem for them and see the smile on their face. Management was reachable and they were not difficult to speak with. You never knew if your concerns went any higher though.
Above average pay+benefits, no life outside of work, poor service inside and out
Tech Support Agent (Current Employee) – Moncton, NB – 23 October 2017
Coming from a customer service/tech support rep, Rogers provides a great salary with one of the best benefits package available in Canada plus you receive a discount on Rogers services; But at a hefty cost to your life and well-being.
Like any new job in the beginning, you know you're at the bottom of the totem pole: working late shifts, working every holiday, never a weekend off but they will always paint you a pretty picture and promote that you'll gain seniority fast which leads to better shifts and perks.
During training (ICU) you will find that half or more of your fellow new hires will have quit (out of the 16 in my group we were down to 5 by the end of training, now only 2 remain 3 years later - myself included.) After training you will be provided with your regular shift (which you'll bid on but being new it is next to pointless in hoping for day shifts.) You will likely be working until 2:30 or 3:00am.
I was stuck working until 3:00am for a little more than one year without ever having a holiday or weekend off. For the next 1.5 years I worked until midnight and then by fluke I got a morning shift this past summer which only lasted six weeks (I'm now back working until midnight and still have not had a single holiday or weekend off.)
Basically, don't expect to have much of a life outside the walls of Rogers for a very long time.
Now onto what the job is like:
You'll begin by signing into your workstation, checking emails, getting up to speed on today's "call driver" (ie. service outage, new promo, etc), oh wait - you can't do this on company timemore... so you have to arrive early and are expected to do work related activities on your own time before clocking in.
Okay, that's done, sign in and immediately begin taking calls, non-stop, back to back. Talk time costs money - the longer you're on a call, the more you're costing the company precious cents and they don't like this one bit. If you average even one minute more than their expectation you'll hear about it in your weekly coaching with your team manager.
If you require time between calls to finish notes, take a breath or drink or go to the restroom, you go into an "after-call" mode but don't remain in there long - a manager will be alerted after a set amount of time and either message you or come over to let you know (the daily expectation is no more than a total of 30 seconds in after-call is to be used.)
Meeting your scheduled breaks is difficult to do when the phone is ringing back to back and when you're plugged in you can't ignore the next call - it automatically answers it so you have to juggle between being late on breaks and using too much after-call but don't worry, your team manager will coach you on how this is negatively effecting your compliance and you're expected to do better.
In short, they micromanage every little detail, ignoring triumphs and focusing entirely on the negatives.
The worst is the the last 5-10 minutes of your shift. If you end a call within this time frame you're bound to be stuck there past your shift because there's always one more call waiting for you (which obviously you get paid for the extra time but after 8 hours of someone ranting in your ear, you'll hate when this happens; and don't even think about going into after-call or any other mode to avoid this - you will be reprimanded.)
There is opportunities to receive bonuses but you have to jump through hoops to achieve it. It's all about your stats - stray by a fraction on any one of the measures and you'll lose any chance of getting a bonus payout.
You'll be given quarterly and yearly reviews to fill out + one that you'll complete on your manager and their performance - these will effect your raise, bonus' and best of all your manager's too! Don't be nice - be honest!
Next we'll look at the work environment:
The best part is your coworkers, most are great people - I've met many new friends at Rogers but we never see each other outside the office because we're all exhausted and our days off usually don't match.
Your work space is "spacious" (it's not the cubicle life, you're able to see your neighbors all around you.) Depending on the department and location - the computers can be dated and slow, some provide single monitors, others provide dual monitors which I say is a must for all the programs you require to have open.
Speaking of programs, the two primary ones you will use for most actions are so archaic that they tend to break down often (weekly). They're so far out of date that instead of upgrading, they've chosen to have them run in basically what is a virtual Java environment (a program within a program.) It's a regular occurrence for other tools and systems to breakdown as well, leaving you to explain to a customer who's been on hold for 20+ minutes that you're "unable to assist them at this time and to please call back later."
Your team managers will usually sit among you at the end of aisles/rows and this is where you'll engage in weekly one-on-one coaching.
There is a cafeteria/lunch room - nothing more than a few vending machines, microwaves and large tables.
Cleanliness is almost unachievable - I recommend sterilizing every mouse, keyboard and desk surface prior to using - it is nauseating to see how many people cough/sneeze into the air or their hands; and on top of that, how many people go to the bathroom without washing. So bring plenty of hand sanitizer and wipes.
And to finish this off, management and the company outlook:
I've seen 3 CEO's so far in my time with the company and none have benefited the customer in any way but I'll give our latest CEO the benefit of the doubt as he's only been in the chair for a couple months or so.
From internal issues to service interruptions impacting the customer, Rogers lacks any feeling of obligation or determination to resolve problems in a reasonable and timely manner for the customer.
In my few years at Rogers, I've yet to see a week where some of our crucial system/tools are not broken down for hours or days at a time.
There is always an abundance of service outages, reoccurring area outages (due to Rogers infrastructure being so outdated) and because most are on old platforms - the network cannot accommodate today's demands (most areas are so over-saturated it leads to specific services to go offline, ie. On Demand.) Some of these can last months - inexcusable for a company of this size.
There is minimal cross-communication between teams, managers and departments. Ask a dozen people the same question, you'll be given a different answer from each one - even our support articles conflict each other sometimes - one says you can, another says you can't.
They (anyone in a supervisory/management role) will make promises to you but then not hold true to their word. They'll tell you what you want to hear and omit specifics or retract what they originally said, to keep you going, treating you like a puppet.
At this point in time, you may ask why I personally would continue working at a place after such an awful experience - simply put: I remained hopeful that things would improve the more time I invested. Unfortunately nothing has and it doesn't look like it will. Plus, Moncton is the call centre capitol so other lines of work with a similar wage is hard to come by.
I tried to make this review as transparent as possible - some people love working at Rogers but most of them who do have been stuck in the same chair for the past 10 years being fed the same propaganda again and again. That just isn't me and soon I will be moving on away from Rogers entirely.less
Pay, benefits, discount
Shifts bids, hours, management, directives, service
Customer Service (Former Employee) – North York, ON – 17 October 2017
Rogers has helped me to build up my patience decently. Speaking to the vast range of customers allowed me to gain different prospective and ideas of life along with experiences. The atmosphere not only the co-workers but also the each individual of management team were pleasant to work with. Rogers truly helped me with my growth.
consumer inside sales (Former Employee) – Ottawa East, ON – 10 October 2017
Terrible management , senior sales manager is a narcasis and run a tight ship , no room for input , and advancement is base on favoritism, no coaching no follow and sales people were fired due to stealing sales and tide selling , bad company, not the company that boost best company to work for .
no feedback, poor manager more like bullies than mentors
Analyst (Former Employee) – 333 bloor – 1 October 2017
Rogers has tons of money to spend on useless programs and third party vendors. They are over staffed yet things stilll don't get done properly. They have a manager coaching program which they spend a ton of money on but unfortunately managers despite this coaching have no idea on how to be respectful. Literally everyone is a manager or director and it is easy to get promoted if you suck up and manage up well. I've never worked with dumber people in my life ( some exceptions)