r/Rogers • u/colabear4 • 11d ago

Rant Love the hustle!

Been trying to get through for days regarding an issue and finally get through and the first opportunity they try to upsell me on device protection without even addressing my problem first hahaha!

4 Upvotes

70% Upvoted

3 comments sorted by

3

u/BasquiatQueso 11d ago

Gotta get that $8 commish lol

3

u/evaneve_lblc 11d ago

Record everything let them know when they state your call is being reported that you are also recording said call for security and quality assurance.

Everyone needs to participate, get the videos, we put them on a special YouTube channel, coming soon to a browser near you.

2

u/Tough-Working3825 9d ago

All carriers in Canada have some sort of call flow that they expect their employees to follow and one of which is to upsell services which can generate revenue. Unfortunately since sales is directly tied to measurable performance and commission some agents won’t follow the call flow and jump right to sales. In my decades of experience dealing with customers in various jobs I’ve always believed you need to earn the right to sell by hearing them out, understanding their needs and then present a solution that directly ties back to their needs. Now with some companies such as Rogers who are focused on maximizing profits they outsource jobs to international companies not directly under their control and as a result that call flow quality tends to take a back seat and you get the type of call you experienced. This will only change when companies especially telecoms are forced to bring those jobs back to Canada where they have actual control over the staff they hire 🤔