ROGERS CALL CENTRE EMPLOYEES PRESSURED TO LIE AND CHEAT CUSTOMERS: REPORT

Jan 15, 2018

By Jane Brown

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Call centre workers at Rogers Communications are reportedly under pressure to lie and cheat customers in order to hit sales targets or risk being fired.

In emails and interviews with Go Public, dozens of Rogers Communications employees say the telecom company is pressuring them to try to make a sale on every call, even to elderly people who don’t understand or need certain products or services.

Their claims come following similar complaints by Bell Canada workers to upsell customers, often at the expense of ethics.

A sign is pictured outside a Rogers Communications retail store in Ottawa, Ontario, Canada July 20, 2017. REUTERS/Chris Wattie

A CBC report says Rogers employees say the pressure to mislead customers comes from their managers, who turn a blind eye to sales reps who are selling a lot of products or services, by not monitoring their calls as closely as others.

The Rogers allegations and previous Go Public stories revealing high pressure sales tactics at Bell Canada have prompted an Ottawa-based advocacy group to call on the CRTC to hold a public inquiry into telecom sales tactics.

 

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