One issue is that they didn't train you on what to do when policies suddenly change which in turn affects clients and more so those who have been clients for a long time and expect a certain way things are done. And policies change often. This caused a lot of dissatisfaction and drove a lot of calls which in turn made the job quite stressful as you have no control other than to do damage control while gaining limited mastery of your position. If it's not in your pay grade don't look for answers.
A second problem, which is most likely part of any large company, is that each dept. working with each other had no idea what the other can do or is able to do...compounded by policy changes again. It's almost like the analogy of the right hand not knowing what the left hand is doing. In this case however it is more like an octopus' and each of the eight arms having no idea what the others were doing. This caused animosity between depts. and to some extent within our own which caused further unneeded work stress.
Work life balance is illusory in a call centre as shift work is the norm and Telus is no different. Start times could range from 9am-1pm with end times ranging from 5pm-9om. The schedule is rotational and you will generally have no say as to when is the best times for you personally. If you're a parent and need evenings off, you may work until 9 pm some weeks because you will have no say and asked to find a shift trade on your own. It is best to consider this. Days off are not always together and could be mid-week, weekend, part weekend part mid-week etc. As another noted, don't be honest and ask for time off for medical or family needs, just call in sick. It'll make it easier on you, trust me.
Everything is a metric which is dehumanizing and 'coaching' is weekly which seemed much too overly scripted and from a book.
And despite what other reviews may imply in other depts..lateral promotions out of the call centre are not generally offered from what I saw.
