Post by usetoworkforyou on May 14, 2007 10:06:44 GMT -5
As a previous employee I have been privy to see so much from the eyes of an insider that it can be terrifying that a company wishes to treat people the way they do. There is an acronym that is used throughout Canada amongst employees to describe the attitude of Telus. When I first heard it I was amazed because my blinders were still on and the honeymoon was still very much infront of me.
FIFO
Fit in or Fuck Off
I have people be treated like dogs, sworn at, belittled, insulted, singled out on the call-centre floor. The easy answer is "leave", however, they pay so well you would never be able to supplement what they pay you at another job so you almost have to "put up with it".
I was a firm believer that unions have no place in today's society but after I started watching Telus management I realized that we NEED the TWA so badly it hurts.
There are 4 times the number of complaints brought to the union on a monthly basis in Ontario than there is in any other province. Why you ask? FIFO.
I was never a union sympathizer, as a matter of fact I hated them but I got to know strong union supporters and I received inside information from them. At the same time I was being groomed by management and I got inside information from the management and the spin that management was putting on things so their employees would stay loyal was a complete lie.
Granted some of the requests that the union was making were a little outrageous but it was all part of the game. The working employees during the lock out were forced to work 2-3 hours extra a day, their shifts were changed without any real consultation and if you complained were told to "suck it up". People COMPLETELY untrained were placed on the phones to help different departments that caused more problems that were necessary. This was explained that we can fix these issues so don't worry. but this caused internal fighting and resentment because Telus was unwilling to budge.
There were multiple agents that would work 3 weeks worth of hours in 2 weeks to help the company that never got paid for the overtime. The were then told they could "bank" the hours and use them at another time, sadly that didn't come to fruition for many either. Telus simply said "oh well" and moved on.
The company was terrified of the number portability prospects and attempted to scare employees into doing everything possible to avoid clients leaving. Some of which were borderline questionnable in regards to the rules laid out by the CRTC.
The clients that get the short end of the stick is always a shame and many agents that attempt to help those that have REAL concerns are told not to and move on. As an agent you must be on and off the phone within 335 seconds 5 mins 58 secs with or without resolve. If you are on for too long management will tell you to get rid of the call and move on.
I can understand that if everyone was on a call for 30 minutes then that would certainly clog up the queue and drive call completion down. However, the likelyhood of nearly 300 people all having that happen simultaneously is ridiculous to discuss which I have been told "could happen".
Telus is stats driven, good stats mean good bonuses paid out to everyone which means that you look good infront of the President and board of directors. But what does it mean for the clients calling in with real concerns.
Agents are so bend on having a good bonus they do whatever possible to cut corners to make that happen.
If you cannot comply with this then anything and everything will be done to make your stay there VERY uncomfortable until you either quit or get fired. I have seen lies and flimsy excuses to get someone fired. Using confidential info such as your own text messages against you. I have seen them directly refuse to pay you until you set up direct deposit. I have seen complete refusal to send a cheque until compliance is absolute.
It is a shame that the company has become what it has, at one point they were for the people, now they are
FIFO
Fit in or Fuck Off
I have people be treated like dogs, sworn at, belittled, insulted, singled out on the call-centre floor. The easy answer is "leave", however, they pay so well you would never be able to supplement what they pay you at another job so you almost have to "put up with it".
I was a firm believer that unions have no place in today's society but after I started watching Telus management I realized that we NEED the TWA so badly it hurts.
There are 4 times the number of complaints brought to the union on a monthly basis in Ontario than there is in any other province. Why you ask? FIFO.
I was never a union sympathizer, as a matter of fact I hated them but I got to know strong union supporters and I received inside information from them. At the same time I was being groomed by management and I got inside information from the management and the spin that management was putting on things so their employees would stay loyal was a complete lie.
Granted some of the requests that the union was making were a little outrageous but it was all part of the game. The working employees during the lock out were forced to work 2-3 hours extra a day, their shifts were changed without any real consultation and if you complained were told to "suck it up". People COMPLETELY untrained were placed on the phones to help different departments that caused more problems that were necessary. This was explained that we can fix these issues so don't worry. but this caused internal fighting and resentment because Telus was unwilling to budge.
There were multiple agents that would work 3 weeks worth of hours in 2 weeks to help the company that never got paid for the overtime. The were then told they could "bank" the hours and use them at another time, sadly that didn't come to fruition for many either. Telus simply said "oh well" and moved on.
The company was terrified of the number portability prospects and attempted to scare employees into doing everything possible to avoid clients leaving. Some of which were borderline questionnable in regards to the rules laid out by the CRTC.
The clients that get the short end of the stick is always a shame and many agents that attempt to help those that have REAL concerns are told not to and move on. As an agent you must be on and off the phone within 335 seconds 5 mins 58 secs with or without resolve. If you are on for too long management will tell you to get rid of the call and move on.
I can understand that if everyone was on a call for 30 minutes then that would certainly clog up the queue and drive call completion down. However, the likelyhood of nearly 300 people all having that happen simultaneously is ridiculous to discuss which I have been told "could happen".
Telus is stats driven, good stats mean good bonuses paid out to everyone which means that you look good infront of the President and board of directors. But what does it mean for the clients calling in with real concerns.
Agents are so bend on having a good bonus they do whatever possible to cut corners to make that happen.
If you cannot comply with this then anything and everything will be done to make your stay there VERY uncomfortable until you either quit or get fired. I have seen lies and flimsy excuses to get someone fired. Using confidential info such as your own text messages against you. I have seen them directly refuse to pay you until you set up direct deposit. I have seen complete refusal to send a cheque until compliance is absolute.
It is a shame that the company has become what it has, at one point they were for the people, now they are
FIFO