Rogers Lays Off Customer Service Staff Across Multiple Provinces

Rogers Communications Inc. has laid off customer service employees in several provinces, citing a decline in demand for online chat support and broader industry challenges. The company did not disclose the total number of staff affected but described it as a “small percentage” of its customer service team.

Why Rogers Is Cutting Jobs

The Toronto-based telecom attributed the layoffs to a 20% drop in online chat interactions over the past year. Investments in digital tools and self-service options have changed how customers seek support. “As customer habits evolve, we continue to invest in technology that helps customers find solutions faster,” said Rogers spokesperson Zac Carreiro.

Despite the cuts, Carreiro noted that Rogers is hiring in other areas to maintain operations across Canada. The company’s latest report showed it employed about 26,000 people at the end of 2023.

Provinces and Teams Affected

Most layoffs occurred in Ontario, but employees in British Columbia, Quebec, Alberta, and Manitoba were also impacted. Many affected workers were part of the company’s online chat, retail support, and social media support teams. Former Shaw customer support staff, integrated after Rogers’ 2023 merger with Shaw, were also among those let go.

Employees in Rogers’ retail support group, responsible for resolving internal sales and tech issues, were significantly affected. Store-level staff must now submit tickets to a central escalation team, which could lead to resolution delays of up to five days.

Employee Reactions and Legal Response

News of the layoffs first surfaced on Reddit, with posts indicating Rogers might phase out its live chat services entirely. Toronto-based employment law firm Samfiru Tumarkin LLP reported that dozens of laid-off Rogers employees reached out for legal advice.

“We are reviewing severance packages for many long-serving Rogers staff,” said Lior Samfiru, the firm’s national co-managing partner.

Industry-Wide Trends in Canadian Telecom

The company’s restructuring follows similar moves by its competitors. BCE Inc. (Bell) and Telus Corp. recently offered voluntary separation packages to 1,200 and 700 employees, respectively. Industry experts cite rising debt levels, technological changes, and competitive pressures as key factors behind these workforce reductions.

Rogers, which holds over $50 billion in debt, is grappling with slower subscriber growth amid intense competition and reduced immigration. The company added fewer wireless customers than expected in its fourth quarter.

Impact of the Shaw Merger

The layoffs come less than two years after Rogers completed its merger with Shaw Communications. To gain regulatory approval, Rogers promised to create 3,000 new jobs in Western Canada within five years.

Since the merger closed, the company claims to have created 1,800 jobs in the region. However, internal figures suggest that over 3,000 Rogers and former Shaw employees have left or lost their jobs during the same period.

While job cuts are common after major mergers, the scale of reductions at company raises concerns about the company’s ability to meet its job creation commitments.

Looking Ahead

The telecom company remains committed to enhancing its digital services, with tools like its virtual assistant “Anna” playing a bigger role in customer support. However, customers may face longer wait times for account changes and technical support under the new structure.

The layoffs mark another chapter in the ongoing restructuring within Canada’s telecom sector as companies adapt to changing consumer behaviors and financial pressures.

More…

• https://stlawyers.ca/blog-news/rogers-communications-cutting-jobs-reconstruction-february-2025
• https://www.blogto.com/tech/2025/02/rogers-layoffs-workers-canada
• https://www.theglobeandmail.com/business/article-rogers-lays-off-customer-service-staff-in-multiple-provinces