Rogers cuts customer service jobs as wait times draw complaints
Rogers customer service layoffs raise wait-time concerns as calls stay delayed See what the cuts mean for support quality, jobs, and faster help options
Rogers is laying off frontline customer service staff while customers continue to report long wait times, according to a CBC Go Public report published Thursday.
The company said only a small percentage of frontline workers are being terminated, but it has not disclosed how many jobs are affected. Rogers said it is investing more in digital tools and selfservice options, while also continuing to use a mix of inhouse staff and thirdparty vendors.
The layoffs come after the company announced broader job cuts in sports and media last week. Some workers and union organizers say the customer service reductions could worsen already lengthy delays, and there are also unconfirmed claims that some work may be shifting to an overseas call centre in Morocco.