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More Rogers Employees Speak Out on ‘Toxic’, ‘High Pressure’ Sales Environments: CBC

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Earlier this week, unnamed Rogers employees told CBC’s Go Public about the company’s alleged high pressure sales tactics, which targeted everyone, including seniors.

Now, CBC’s Go Public is reporting a follow up story, where over two dozen current and former Rogers employees have shared more about their work environments, describing “toxic”, “high pressure” and “intense” conditions aimed at making sales from every customer.

One ex-Rogers employee, who worked for four years at the company’s Brampton, Ontario, call centre, claims management told workers to not mention cancellation fees for customers switching over from rivals.

The employee, whose employment history was verified by the CBC, explained “Because these fees were not charged by Rogers itself, we were told to gloss over them as quickly, vaguely and incoherently as possible,” adding “Often while the customer was speaking at the same time.”

This same employee also noted another sales tactic, which was to secretly remove some Rogers services such as TV channels, to open up opportunities to add new services for customers such as a landline, which they did not require, but only to push up monthly sales targets.

“It was a calculated game of misery,” wrote the employee to Go Public. “How much could you lower their existing services so they wouldn’t immediately notice, while at the same time adding as much in new services as you could?”

Apparently when he voiced his concern to his manager over these sales tactics, he was told working in sales means “It’s not your job to care.”

Another tactic reportedly used by Rogers was to repeatedly transfer customers to other agents, if they were ready to cancel a service or make changes which would affect sales targets. “The goal,” he says, “was for the customer to be so frustrated, speaking to someone who couldn’t do anything more than you, that they ended the call.”

Another story comes from a former Rogers manager from the company’s Ottawa call centre. He says pressure was intense to push sales and weak employees not selling would be fired. “Grown men would be crying, desperate because they couldn’t sell enough,” he says. “But sales was everything.”

After Go Public reported their first story, Rogers sent out a memo to employees directing them how to respond to customers, if they asked questions about the CBC story, to say things like they aim “to be clear and fair with customers every time they contact us.”

The follow story by Go Public also shares more accounts by Rogers employees and customer experiences inn detail, not described here.

Rogers again responded to the CBC with a statement, saying “there is no tolerance in our organization for unethical practices — this applies to every team member, at every level.”

So far, we’ve heard about high pressure sales tactics from Bell employees and now Rogers employees. Who’s next? Telus?

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  • It’s Me

    Why does Rogers even try to deny bad behaviour? Just own who you are. “We are the most hated company in Canada and we got here for a reason. Suck it up and pay your bill.”

  • Joe

    Telus doesn’t operate the same as the other 2. Their employees are/were mostly unionized, which makes a huge difference in terms of how much the managers can push them around.

  • m Arch Tom’s on Bar N Ass

    wish i did know the telco industry in canada much better !
    i can’t comment fully on the post ( ATM ) however, the very first complain isn’t anything unethical… in fact that responds to basic rules and for survival skills we all learn in UNI, rules known as: ” MIND YOUR OWN BUSINESS “… i.e: ” focus on what we do, on what is under the hood of our responsibility and on whatever may affect US ( i.e: our own jurisdiction ), forget about the rest and forget what others are doing. ”

    QUOTE: “It’s not your job to care.” .
    COMMENT: You could always answer : ” it’s what i get paid for…. avoiding fraudulent commercial practice ”

    QUOTE: ” Another story comes from… …He says pressure was intense to push sales and weak employees not selling would be fired…. But sales was everything.”

    COMMENT: don’t know why but i had these ideas on my mind, telco industry workers in canada being far more similar to the communists EU member states and italy or spain or EIRE ( i.e: a whole bunch of big, fat and lazy catholics, smoking dope and pushing the ” answer the call ” button on a computer once in a while ) and ever so different from NYC.

    QUOTE: “The goal,” he says, “was for the customer to be so frustrated, speaking to someone who couldn’t do anything more than you, that they ended the call.”

    COMMENT: that also happens in EU member states and again with the communists ones, incl. eire, italy, poland, spain.
    What we do then.. we start kicking asses on the net ( by writing comments on blogs with news for the industry sector ) and we get what we want then, by raising awareness for consumers and to stop subscriptions with that particular provider or merchant, a method that’s called ” dicks up the ass of christians ” when using lingo that fits UNI under-graduates.

    DRAFT

  • Aleks Oniszczak

    Might I remind everyone that this is what corporations do. It’s normal. Have you dealt with PayPal lately? They hide their phone number, keep you on hold for 30 minutes and then actively look for loopholes to not pay you what they owe – this was my experience a few weeks ago. Have you ever used Presto to pay for transit? Well check the website for your history and have fun finding all the cases where they “accidentally” double charged you. Then call them up and see how long it takes to resolve. And then it happens again… Their job is to separate you from as much money as they can get away with and if they “accidentally” take too much, it will be as painful as legally possible to get it fixed, if it is fixed at all. This is called “maximizing shareholder value.” Nothing else matters more.

    So, blame your government for not doing its job of protecting its citizens. Corporations won’t change unless they are forced to. If Rogers, Bell and Telus all operate in the same way and they have the law on their side, then the government is the last hope (short of revolution). And they are doing nothing of any real significance.

  • Karyn Maria

    It’s not up to Rogers to tell you about cancellation fees with your other provider. That is on the customer to find that out. Rogers doesn’t speak on behalf of other carriers. I have also never been told to secretly remove things either. And this not what Rogers wants any agent to do.

    Anytime a customer wants to cancel they go to retention and this is the same as any other carrier. This is nothing new. If these managers are making people do this stuff then really they should be reporting them cause I have been working for them for almost 5 years and never have I been told do to these sorts of things. It is bad apples doing this stuff.

    Yes Rogers is focused on sales sales sales, but they don’t tell the agents to lie to people or remove things off their plans with out the customer’s consent.

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