Shaw to close YYC call center

[nik-]

Originally Posted by corporatejay

I totally understand this move. Wages in Alberta are out of control and like Firefly said, attrition is massive. People generally don't care because "they can find a job the next day". This will go to municipal centre in need of more entry level positions.

Some wages. I doubt the call centre support staff wages are "out of control"

[wooohooo]

Just had a conversation with people at the shaw store, seems the biggest reason was their turn over was crazy so they always were training and had a few people that knew their job. Hopefully this is the case and we can have better customer support now.

[corporatejay]

Originally Posted by nik-

Some wages. I doubt the call centre support staff wages are "out of control"

They probably start at 40 plus for a job they can pay someone in Manitoba 33k for. Not to mention attrition rates and the cost of training new employees

[nik-]

I'd hardly call 40k plus in 2015 out of control.

[FireFly]

Originally Posted by nik-

I'd hardly call 40k plus in 2015 out of control.

For basically unskilled workers?

[Locke]

Originally Posted by nik-

I'd hardly call 40k plus in 2015 out of control.

To answer the phone for Shaw?

[RedMileDJ]

nm

[Locke]

Originally Posted by RedMileDJ

Call center jobs are always entry level and will always have turnover.

I used to work for Shaw, about 8 or 9 years ago. I worked in the Inside Sales division. Ie: telemarketer. So I took a salary plus commission. Most of our calls (70%+) were to existing Shaw customers. We didn't have a high turnover. We were paid well. At least in my eyes.

The CSR (customer service rep) division always had new people coming and going. Always did. I always saw new people in that area of the building.

Shortly before I left, they dissolved the ISR role and made us all CSRs. I was 2 weeks into it when I decided to move on. The CSR (call centre) role is the pits. It sucks. People are grouchy, moody, rude, etc. The customers on the other end of the phone treat those CSRs like crap.

So, I can see why there is such a high turn over. There always will be.

That being said, Shaw was one of the best companies I ever worked for. I still credit that company for instilling the values and skills I use today as a sales manager.

I just see Shaw having the same issues...no matter what city they move the CSR team to.

Yes and no. Its an entry level position, you're right about that, and as such its bound to have high turnover, but $40K isnt an entry level wage.

If they maintain the turnover but pay people less they're still going to save money.

[DuffMan]

Originally Posted by nik-

I'd hardly call 40k plus in 2015 out of control.

To say
"unplug the cable and then the power from the cable box"
"wait 1 minute"
"plug the cable and then the power back into the cable box"

if this doesn't fix it, call us back and I will reboot it from our end.

I'm just kidding, I've usually had good experiences with their support.



I wonder why they just don't let people work from home, from anywhere.

[FireFly]

Originally Posted by RedMileDJ

Call center jobs are always entry level and will always have turnover.

I used to work for Shaw, about 8 or 9 years ago. I worked in the Inside Sales division. Ie: telemarketer. So I took a salary plus commission. Most of our calls (70%+) were to existing Shaw customers. We didn't have a high turnover. We were paid well. At least in my eyes.

The CSR (customer service rep) division always had new people coming and going. Always did. I always saw new people in that area of the building.

Shortly before I left, they dissolved the ISR role and made us all CSRs. I was 2 weeks into it when I decided to move on. The CSR (call centre) role is the pits. It sucks. People are grouchy, moody, rude, etc. The customers on the other end of the phone treat those CSRs like crap.

So, I can see why there is such a high turn over. There always will be.

That being said, Shaw was one of the best companies I ever worked for. I still credit that company for instilling the values and skills I use today as a sales manager.

I just see Shaw having the same issues...no matter what city they move the CSR team to.

It's different in a city like Winnipeg where the unemployment is higher and people are grateful to have a job. It's not as hard to find people and when you do, they stick around longer. There will always be churn in customer service but it's mitigating it as much as possible. If you can keep your employees for 2 years instead of 1, wouldn't you do it?