TELUS Reviews in Edmonton, AB Area

Pros

Total compensation, growth opportunities, benefits, strong brand, strong revenue

Cons

Organization strycture, communication, senior level (EVP, SVP) management

Pros

Leader in Technology
Great place to learn

Cons

Sometimes work can be repetitive

Advice to Senior Management

Focused and Visionary

Pros

professionalism, honesty, integrity, good enivronment

Cons

rigid thinking, reluctant people, not compensated in an apropriate way

Advice to Senior Management

be realistic

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

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

Pays well for no post secondary requirements

Cons

shift work, sometimes terrible shifts. Shift trade system is bad.

Advice to Senior Management

Improve feedback system

Pros

Great people that work in the same role to talk to.

Cons

No work life balance. Experienced people get the late shifts and newbies or ones that kiss you know what get the early shifts. Mostly late shifts. Low pay for high stress job. Benefits were average.

Advice to Senior Management

Achieve actual work/life balance dont just talk about it.

Pros

It's a big company and can provide lots of opportunity if you live in the right city. It's tough in Edmonton, jobs are moving to Vancouver or Toronto

Cons

Not much movement if you live in Edmonton. HR controls everything so pay raises are often not matched with your job performance. i.e. you may deserve a 15% raise but HR will say we can only give you 5% even if your boss vouches for you.

Advice to Senior Management

Pay your managers based on their performance. A maximum of 10% raise when moving into a new job (even if it's a promotion) is ridiculous and causes your high performers to leave the company.

Pros

Good benefits
Excellent co-workers
Work flexibility
If you stumble into a good manager, it's amazing, however good managers are extremely rare

Cons

Low morals displayed by upper management (using telus assets/policies for personal gain).
Frequent public temper tantrums by upper management
Highly politicized with lots of finger-pointing. Taking responsibility, results in firing or punishment
Lots of mini-empires "warring" with each other, creates bad policies, and slows real change
Management leadership training is fluff, learn by fire or not at all.
TELUS treats it's employees like it's customers. If you are new to the company, life is good, if you have been there awhile, nothing...

Advice to Senior Management

Time for new blood at the top. Telus is moving backwards, reorganizing into previously tried and failed formats

Pros

good place to work and its perfect, friendly and really let learned a lots from work and team work partners.

Cons

slow, no much fun and need to do lots thing by youself and lots of mistake when you doing some network

Advice to Senior Management

its good, if you want make more money and want be a little busy that is the way you wanted.