In a significant restructuring move, Rogers has laid off a substantial number of support staff across various provinces, with a heavy focus on those working in chat support roles. While the telecom giant has remained tight-lipped about the exact number of affected employees, sources familiar with the situation have disclosed that the layoffs are estimated to affect close to 400 individuals.
A Rogers spokesperson, Zac Carreiro, explained that the layoffs are part of the company’s shift towards enhancing its customer service offerings. He emphasized the company’s investment in digital tools and self-service options, designed to streamline customer interactions and provide quicker solutions. “As customer habits continue to evolve, we’re investing in digital tools and self-serve options that help our customers find what they’re looking for faster. While a small percentage of roles in our customer service team are impacted, we continue to grow and hire people to support our operations across the country,” Carreiro stated.
However, a growing concern among employees and customers has emerged, particularly regarding the elimination of live chat support services. Reports from Reddit threads, where the news of the layoffs initially broke, indicate that Rogers is scaling back its live chat capabilities, leaving many customers and workers uncertain about the future of customer support at the telecom.
Further details reveal that not only were employees in chat support affected, but also those working in call centers and internal sales and technical support positions. Rogers is reportedly planning to phase out its “retail support group,” which had been instrumental in resolving internal sales and tech support issues for Rogers employees. Store-level representatives are now required to submit tickets to an escalation team to address account-related problems, potentially leading to delays of up to five days for resolution.
This shift in customer service strategy could result in longer wait times for customers needing account alterations or assistance with sales and technical issues. The move has raised concerns among both customers and employees, as the company’s decision to reduce in-person and chat support could significantly impact user experience.
Employment law firm Samfiru Tumarkin LLP, based in Toronto, has confirmed that it has been contacted by numerous affected Rogers employees this week. Many of the laid-off workers were based in Ontario, Manitoba, British Columbia, and Quebec, with some having worked in online chat support, others as former Shaw employees, and others in the company’s social media customer support team.
This round of layoffs is not an isolated incident. Over the past year, Canadian telecom giants have been undergoing significant restructuring efforts, with both Bell and Telus following suit. Bell recently offered voluntary separation packages to over 1,200 employees, while Telus is also offering buyouts to 700 workers in a bid to downsize its workforce.
The Rogers layoffs have raised questions about the future of customer service in the telecom industry, as these changes are likely to lead to longer response times and more challenges for consumers who rely on efficient support services. As Rogers moves forward with its digital-first strategy, the impact on its workforce and customer experience remains to be seen.
Rogers and Fido Hike Prices: Connection Fee Jumps to $75
Rogers Enhances Public Safety and Expands 5G Coverage Along BC’s Highway 16
Competition Bureau Files Lawsuit Against Rogers Over Alleged Misleading Unlimited Data Claims
Taylor Swift Electrifies Toronto: Six Unforgettable Eras Tour Shows Light Up Rogers Centre
This shift highlights a broader trend within the industry, where traditional customer service roles are being phased out in favor of automation and self-service options, reshaping the job market and the way companies interact with their customers.
As Rogers continues to navigate this transformation, affected employees will undoubtedly be left wondering how these changes will impact their careers and the future of customer support within the telecom giant.
Leave a Reply