FilterCalgary, AB, Canada Area (Canada)
I worked at TELUS full-time
I don't know if there any didn't see anything special.
Telus is worst company to work for, reason is they have no respect for you here.
Employees are fired before they can even finish the 6 months BS training they have. if you start showing you care for union you will be let go without any reason because for 6months they don't need to give any reasons to let you go. Friend of mine was sick one day in training she was let go couldn't believe these sick minded managers.
Telus Service discount sucks also for employee only 40% discount if you sign up for all 3 service,
Advice to Management
Be more active and stop sucking up to your directors and managers. Make the work place more alive. Walking to telus building for work feels like you're in a funeral.
I have been working at TELUS full-time (More than 5 years)
Lots of free courses, mediocre benefit package. If you are management or management excluded you are treated great!
If you are not Management or Management excluded and are part of the union you are the enemy. Management does not like to be challenged or corrected and if you have an opinion you are toast. Do not work for telus if you have lots of prior work experience, Telus was the 2nd worst run company i have ever worked for in my over 30 years in the work force. The only reason I have lasted so long at TELUS is I worked graveyard shift for 4 years so I was protected from the management BS that happens during the days.
Advice to Management
You're employees are you're greatest asset, treat them with respect and get rid of the Fear and intimidation style of managing
Pay was good at the time, but I was a student then and was happy to be making $15/hour, even if it was at a call centre.
I liked a lot of the people I worked with at the time.
- Call centre was completely over- and micro-managed. There is about one manager to every 10-15 people. We were treated like delinquent children, even though we were all adults and their hiring process is pretty involved. For example, they once organized a "fun day" which involved hiring a magician who did card tricks in the lunch room (you were allowed to see him only on your breaks), and a guy who made balloon animals for everyone. Yes, this actually happened. Did they think we were all 8 years old? I guess so.
- Most people were hired as "casual" which means you didn't get any benefits and very little paid vacation, but still worked pretty much full-time hours. People had to apply for the full-time positions that came up from time to time - for exactly the same job we were already doing.
- Managers were sometimes hired externally and usually had no idea how we did our jobs. But they would micromanage anyway.
- Management doesn't care if you're actually helping customers - your performance is based on your sales numbers and "key performance indicator" metrics such as:
- average work time (based on some calculations with your other metrics)
- not busy time (this is when you're not taking calls, so lower is better)
- committment to schedule (your two 15 min breaks and 30 min lunch are scheduled for you)
- average call time (optimally 6 minutes or under)
- attempt to bridge the conversation to a sale
- attempt to gather extra/missing customer info (presumably for marketing)
- When we were hired, we were told how easily we would be able to move around the company if being in a call centre wasn't our thing and we were just getting our foot in the door. 2 years later, me and several others who had university degrees were still in the call centre, and it wasn't for lack of trying. We applied to other positions, filled out all kinds of "development forms", etc. You were to indicate what your short/long term goals were, and the managers were supposed to help you get there. But really, the only place you can go in the call centre is somewhere else in the call centre. I got the impression that the managers don't really want to let you go if you're half decent at the job, because their bonuses (which were much better than ours - see next point) were based on our sales.
- Before I started working there, the bonuses were great. If you met your quotas, you could expect up to $2000 a quarter. I was never interested in selling (I'd rather try to solve people's phone problems), but after a few months they cut the bonuses down a lot. Instead of $2000, people were getting $300. What's the point of trying?
- Also, managers have a budget for team building. But I found out that they get some percentage of whatever they don't spend at the end of each quarter/year. Hmm.
- The whole idea of having a sales AND customer service department all in one doesn't make sense, especially when the attitude is sell sell sell! The idea that customers are calling in because they have an issue to resolve doesn't even hit the radar in that department.
- They implemented a process where if the customer wanted to talk to a manager, you'd have to fill out an "escalation form", which may or may not be approved. If approved, the manager would call the customer back sometime within the next *48* hours! How would you enjoy telling an infuriated customer that a manager may or may not call them back within 2 days?
- By the time I left, they no longer allowed people to have the flexibility to not work certain days/times. This basically killed the population of student employees. Rememebr, the people who work in that call centre (and call centres in general, I tend to think) are generally either students or lifers, so I don't understand that decision.
Phew. I could go on and on. I'm so glad I don't work there anymore.
Advice to Management
If you care about your customers, give some respect to your front line employees.
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