TELUS Client Representative, Retention reviews

They need to hire an appropriate amount of people for their departments. They get as much as they can out of you. Highly stressful. They do that thing where they hire the minimal amount of staff so that the guy at the top can keep his gains. Departments don't communicate at all Not a lot of ownership across departments One area of Telus doesn't know what the other area is doing. Really heavy on trying to upsell - even if you're not in sales

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.