Rogers is laying off front-line customer service agents, according to a CBC Go Public report, at the same time the company confirmed 230 job cuts in its sports and media division last week.
Rogers has not said how many customer service jobs are affected. Spokesperson Zac Carreiro described the cuts to CBC as a “small percentage of frontline workers, including corporate and frontline roles.” He said the company is “investing in digital tools and self-serve to help our customers faster as their desire to self-serve grows,” and continues to use a mix of in-house and third-party vendors.
The report cites a union organizer, Corey Mandryk of United Steelworkers Local 1944, who said possibly hundreds of workers are being terminated and that some laid off employees told him jobs are moving to a call centre in Morocco. Rogers would not confirm that claim, and the CBC noted it could not independently verify similar posts made on Reddit by people claiming to be Rogers employees.
The CBC reporter that wrote the story has continued to reach out to Rogers employees on Reddit, seeking to hear about more job layoffs.
The layoffs follow comparable customer service cuts reported at Telus earlier this year and at Bell in June.
One Rogers customer, Jeremy Dias of Winnipeg, told the CBC he recently spent nearly three hours on hold over a cellphone contract issue. “If Rogers is terminating the employment of even one employee on the front line, it means that those wait times are going to get even more unacceptable,” he said. Asked about the wait times, Carreiro said Rogers is “continuously working to improve our customer service and the experience we deliver.”
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I’m rather surprised this topic isn’t getting much traction on Reddit, RFD or even on iPhone in Canada for that matter. Lots of downvotes by shills against the folks complaining about Rogers on Reddit, perhaps with RFD’s new “downvote” option people are afraid to post as well?
Anyways, many reports are similar and worse than Jeremy’s. In fact, his is quite mild. Most Rogers customers are unable to get through especially to tech support. And when they do, they are quickly disconnected and left to believe it was by chance when multiple attempts yield similar outcomes. Plus, once the clock strikes 8 PM Eastern Time, any calls in the queue are disconnected. “Share a Concern” option is failing to process the online form submission with generic ‘something went wrong’ type errors.
Online chat isn’t any better. The only few things the public can do that might matter in the slightest is email their MP about this, file a formal complaint with the CCTS, and switch to Freedom.
My follow-up complaints to the Rogers Executive Office aka Office of the President have met with silence as well. Perhaps someone can use AI and post a template Rogers customers can use as part of the complaint or online petition. Yeah, I know, that’s being too optimistic.