Rogers Communications has ended its contract with external customer-service firm Foundever, leading to approximately 900 job losses for Canadian-based employees. This move is attributed to Rogers' shift towards digital tools and AI-powered chat support, such as their virtual chatbot 'Anna.' The cuts contradict Rogers' 2023 commitment to a 100% Canada-based customer-service workforce, with a spokesperson now stating only 'the majority of agents' are based in Canada.
Rogers cuts hundreds of outsourced customer-service jobs as telecom boosts digital support
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TL;DR: Key points with love ❤️Rogers Communications has ended its contract with external customer-service firm Foundever, leading to approximately 900 job losses for Canadian-based employees. This move is attributed to Rogers' shift towards digital tools and AI-powered chat support, such as their virtual chatbot 'Anna.' The cuts contradict Rogers' 2023 commitment to a 100% Canada-based customer-service workforce, with a spokesperson now stating only 'the majority of agents' are based in Canada.
Trending- 1 2023: Rogers committed to a 100% Canada-based customer-service workforce after acquiring Shaw.
- 2 2023: 3,000 Rogers or Shaw employees left the company.
- 3 2024: More than 2,000 Rogers employees had their jobs cut or left.
- 4 Earlier this year: Rogers laid off customer-service staff related to its online chat option.
- 5 Recently: Rogers ended its contract with Foundever, leading to hundreds of job losses.
- Hundreds of job losses (approx. 900) for Foundever employees
- Shift in Rogers' customer service strategy towards digital/AI
- Contradiction of Rogers' previous commitment to a 100% Canada-based workforce
- Increased use of automation by companies to cut costs
What: Rogers Communications ended its contract with Foundever, resulting in hundreds (reportedly 900) of outsourced customer-service job losses in Canada.
When: Recently (contract ended), following earlier layoffs in 2024 (over 2,000 employees) and 2023 (3,000 employees) after the Shaw acquisition.
Where: Canada (employees were based in Canada).
Why: Rogers is embracing digital tools and AI-powered chat support to cut costs and adapt to increasing customer use of self-services.
How: Rogers terminated its contract with Foundever, shifting customer support to internal teams and digital/AI solutions like 'Anna.'