Jan 15, 2018

By Michelle Saunders

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Call centre employees working for Rogers Communications 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. In emails and interviews with Go Public, dozens of Rogers workers say they’re under “extreme pressure” to hit sales targets or risk termination. Their claims come on the heels of Bell Canada workers revealing similar pressures to up sell customers, often at the expense of ethics. “You’re supposed to look at a customer’s account and sell them cable, home phone, home security, a credit card — whatever is missing,” says an employee who currently works at Rogers’ major call centre in Ottawa. Managers tell their employees to sell, whether the services are needed or not.  We spoke with John Lawford, Director and General Counsel for the Public Interest Advocacy Centre and Consumer Advocate Ellen Roseman.

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