TELUS Reviews

Pros

- Flexible work styles: most people work from home once a week
- Great benefits
- Management encourages employees' career growth and training
- Work culture emphasizes on work life balance

Cons

- Business and IT processes are different hence it's hard to make org changes in only 1 area
- Lack of collaborative culture
- Too process driven; hard to embrace innovation

Pros

Good wages and benefits compared with other companies in similar sectors. Thank the union.
Great potential for transfers into many departments outside the call centre. This position is the proverbial "foot in the door".
New hires are scheduled only morning shifts for many months in so-called "Rising Stars" training groups.

Cons

This is a call centre servicing only customers with problems with their TV and Internet services.
Senior management views the entire department as a "cost centre" and costs must be minimized.
New hires are scheduled morning shifts for many months in so-called "Rising Stars" training groups but after training members are moved to teams that usually work until near midnight.
Management is clearly focused on making on-shore agents redundant. Ever increasing outsourcing to Manila is the means by which pressure is applied.
The best employees are rapidly departing on other career paths.
Senior employees are being fired for increasingly trivial reasons.

Advice to Senior Management

Management does not value on-shore employees. Even within Canada, Level 2 agents in Montreal make less money than Level 1 agents in Edmonton. In the same way, you seek to outsource as many jobs as possible to the cheapest market containing workers with the barest modicum of skill to attempt them. Advice? Don't do that. Customers notice.

A minor point of irritation: When you play the recording to callers that "service levels are higher than expected" every single day during peak times, it suggests that your ability to predict service levels is abysmal.

Pros

Culture, Benefits, Location, Technology, Products to sell

Cons

Expectations, Lake of transparency, lack of uniformity

Pros

Flexibilty in schedule. Good pay. Good management. Entrepreneurial culture. Innovative company. Great brand and gives back to charities. Competitive in marketplace.

Cons

Industry is saturated, so growth in businesses is sometimes tough. Always a number crunching company focused on results. You have to be prepared to adapt to change.

Advice to Senior Management

TELUS is a great place to work, great benefits. The organization has alot of layers which makes decision making sometimes difficult because alot of people are involved.

Pros

I found I liked the people I worked with. I enjoyed being able to meet quite a few people while I was there as I had many friends while working there.

Cons

Too many times management plays favorites. Management when I was there decided that a 2 tiered system would work. Frontline suggestion was to use a 2 tiered system. They arent actually now. Management manipulated the proposal and now everyone that talks to frontline needs to talk to a specialist. Not every customer needs to talk to a specialist.

Advice to Senior Management

Try listening to frontline suggestions and not twisting their idea into a vision of your own. Not every client needs to speak to a "Specialist" or Level 2 person. Use a 2 tiered system BUT only use tier 2 when there is a valid reason. Such as repeat calls of more than once where at least 2 field visits were made and in fact its a repeat problem. Too many level 1 techs would transfer and when tier 2 answered it was not a repeat call as they would try to make it look that way. Agents would look see 2 tickets and then quickly transfer. Then since tier 2 couldnt refuse the call they are just passing the buck. Therefore either eliminate tier 2 or use it as intended. For specialized problems where clients havent had their problems solved and the right for tier2 to refuse a call when it isnt appropriate. (Such as isnt a repeat call, the level 1 person hasnt troubleshooted properly.)
Please just give the clients what they want. They didnt nor did agents want a wannabe tier 2 system. (Agents that are tenured like I was deserved to have less calls and just specialized ones).
The other solution is to bring back helpdesk then you have a tier2 system that works. That was more effective in my opinion that worked for agents that werent experienced. Plus this rewards effective tenured agents by them not having to talk to clients all the time and provide feedback and share valueable knowledge with other agents. That is the only real solution.

Pros

Lots of resources
Work life balance
Volunteer

Cons

Too many internal process, delay

Pros

Benefit and Pension plan are okay, used to be better but have been striped back.

Cons

No teamwork, everyone looking out for themselves, unfair practise in terms of promotions. Very little women in management.

Pros

get into the market, get known.

Cons

Less competitive market makes hard for you to grow in your career.

Advice to Senior Management

Be open and recognize employees.

Pros

Great learning experience and opportunity to work with great minds in the telco industry. the opportunity for career growth is abundant.

Cons

Pay is not industry standard and varies for the same role company-wide. Processes & systems in all part of the organization can at times be broken.

Advice to Senior Management

Doing a great job in terms of transparency and decision making. Listen more to your frontline, and take their feedback into your decisions.

Pros

Work/life balance. Corporate programs in support of my community. Carrer opportunities and ability to advance my skills and knowledge within the industry.

Cons

Raises are difficlut to achieve through regular cycles. Only way to truly increase your pay is to apply on new positions.

Advice to Senior Management

Treat those that are already succesful in a position the same way you would if they were applying on it that day.