Pros
The pay was half decent, the bonus generous if you qualify for it and the benefits are good!
Cons
Everything about how their operations are handled. We are constantly expected to lie to customers about expectations, customers do not have access to regular things that any company is capable of providing such as a web portal to check their billing. The result is increased call volume with frustrated customers. I don't know how Telus can sell themselves as a provider of technology when they are so far behind. That is not the worst aspect. Several months after having been hired as retention/billing agents, we received additional training and we suddenly became Sales representatives as well. This toxic practice, now called quiet hiring, where private corporations fill in missing role by adding responsibilities to existing employees is just toxic and the world needs to rid of it. This wasn't the job we interviewed for and not the job we were hired for. Finally, this company's obsession with stats and how immovable they are produces an extra layer of toxicity within the company. Achieving certain numbers in your stats gives you access to your bonus. This is fair and can be seen in many other companies. However, when we have clients rating us in the surveys based on how unpleasant our accents are (especially for a company that tries to appear "diverse"), or most times, the clients would be refering to a completely other employee, in their comments or even say they were satisfied with the agent but unsatisfied with the company and the agents are the ones who suffer. It wasn't until I got a similar job with a different company that I realized how truly terrible that place was.