customer service representative

call center representative

customer support representative

researcher

moderator

TELUS Digital

A typical day at work is fair, close colleagues/co-workers make it better. There are at least 2 ways to punch in and out for breaks and work itself. There are time clocks you can use to punch in all over the building but for whichever campaign you work for there is a separate software/time system you use to also measure and punch for your times. 

I learned moreso about the campaign I worked for than Telus itself, (as there are a few companies within the call center)
I learned how to use Zendesk software, and more personalized questions for 23andMe (DNA / ancestry company). 

For the most part, the campaign I worked for is very micro-managed and slightly oppressive (after training is complete) 
Management spends half, if not most of their time ensuring that everyone is in "available" status to accept calls. While this is not a bad thing on the forefront, agents are rushed to take notes and attempt to resolve any issues within a short timeframe between calls. 
This results in inaccurate records of correspondence and unresolved calls because the agents are pressured understrict time metrics. You cannot easily tailor your responses in email or chat because they want you to apply scripts that may not exactly answer the customers' questions. 
Additionally a lot of valid escalations are pushed back to the agents due to incompetent higher tier team members / supervisors that do not want to or are unavailable to handle those said escalations. Management is more concerned with micromanaging the team than they are with actually resolving customer concerns.
 This leads to low morale and oppression, further leading to their current high turnover of agents as well as, the loss of clients Telus has. 
I've also observed direct evidence as to why customer complaints aren't resolved in a timely manner, as management cares more about protocol than taking care of the customers. Example: With a few minutes left on the shift and enough time to resolve an issue requiring a simple explanation to the customer was cut short by a supervisor pressuring me to log off and "finish it tomorrow" instead. (One of many instances btw) 
As a customer, I would be blown away at the lack of commitment of upper management not to focus on resolution. This can also result in further timely delays (days/weeks/months) for each customer getting taken care of. Resulting in further loss of customers. 
 
As far as workplace culture, Telus is overall a 3 out of 5.  
That's partially due to me working at companies with better culture and the fact that management doesn't truly care about the employees as they claim they to. They care more about waiting for agents to make a mistake and disciplining them than keeping them around. 

The hardest part of the job is meeting your metrics (KPI) and succumbing to the pressures of micromanagement.

The most enjoyable part of the job was the training/ trainer/ and bonds made with team members while training. Also the surrounding area has a few good places to eat if you have a long enough lunch for it. 

Overall, this may be a good place for someone in school trying to make a few extra bucks or for someone retired needing to pass time productively.
 The pay is mediocre. You may also see, they have several posts up on Indeed, as they're always hiring because of the high turnover.
 My training class I came in with, (almost 20 of us) is almost completely gone within a matter of weeks. 
My opinion: The place is a temporary stepping stone. It is possible to advance, but not worth the stress. 
You can also tell that some of the tenured individuals are just settling or on their way out too. 
I was thankful to leave on a good note and refer a few miserable employees to somewhere better.

The exam that takes the place of an interview is blisteringly difficult but once you get in the work is a lot less difficult. 
   
 -That being said, there are myriad issues with this job and this company. 
 
    -The training they give out seems to be optional for those who review the workers, and when you receive feedback it almost feels like the person reviewing your work received a completely different kind of training. there have been many times where I integrate training/feedback into my work only to have the next round of review directly contradicting what I was told to do. The guidelines and finer details and rules (that they expect you to memorize to the letter) are constantly changing and often times contradicting themselves. Very Very much a job where the Left Hand doesn't know what the Right Hand is doing. This would be annoying by itself, but when your continued employment is tied to these individual results that are being grading by other subjective people, that can be quite stressful.
     
-The various different websites they use all seem to be running off of spaghetti string code. There are constant issues with tasks not working correctly, feedback not working correctly, and websites in general not working correctly.
    
 -This is likely more of a company wide issue but the platforms they use to interface with the workers are constantly shifting and changing. feedback used to be on one webpage that didn't work very well and then was put on another webpage that also does not work very well. 
     
-The communication is really not great at all. There is no other way to communicate other than via email, and if there is an issue that is preventing work for whatever reason then you might just not be able to work for however many days it takes for someone to respond to you. and there is tons of miscommunication as well.
     
-Also the fact that this position is technically a contract job means that you do not have access to any benefits or opportunities that an "actual" employee might have. whole sections of the official website are locked off from being accessed and if you want to find other jobs at the company you need to do it externally like anyone else, despite there being an in-job function (like what most companies have). The fact that the job title is "technically" an "intern" position, but the finer details of the position classify you as a "contractor" and then you receive tons of emails about your happiness as a member of their community all just kind of screams of a corporate dissonance.


-TL;DR This is a side gig type of job riddled with issues. do not treat it like it's anything more.

There's no complaints here I hope I can keep doing what I'm doing I love it thanks, I will do whatever I have to do and that's usually more than most always more than most I've been fishing and I also have lots of insight I can collaborate I can donate and I can give insight and I can take away whatever it would cause interruption or resonate of any sort of any kind of any kind of substance any kind of element that would be altering in a very negative way. My job would be to remove it.
If in fact there would be another man who would have opposition of how I see and what I see as being truth and clear as day then I would definitely disregard and delete all of the opposition from my actions subconscience, I would definitely just forget about who and what it was that would dare to even go there, forgotten like a dead man out of mine without a reason without a memory of what it was that was no reason for what it was that I have. No reason is my own reason. There is no one here in this world that can tell me what where why who if and maybe about anything in regards to what I do and what I am and what I'm doing and what I'm going to do and that's the way it is. Getting back to this evaluation, whatever it is that somebody decides it has nothing to do with what I just said I've already decided what I have what I can do why because of where I am because of how I become with it this thing is that I have in my side it's it never ceases to amaze me what's next, it's awesome life is full of surprises the one thing at a human being can do according to my own experience is unpredictable unique and without any limits there is infinity in my sight and I have more than I know and I haven't even touched the surface this technology in this world is not anything that I agree with, in no way know how of any sort of any kind would any substance in the outer realm have any ability to change the path or course of whatever it is in route, without a shadow of any kind of reasonable doubt. More than 555 times been there done and had it more than a thousand times 10,000 men thank you sir have a good day. Yours truly sincerely. Anonymous...


Training is intense for 2 months but very well organize n they try to make u succeed. Attendance policy is strict but if u can't make it to work its your fault. After u complete training they mounted your calls for a couple of months n still offer helpful coaching.  Not a lot of opportunity to move up n the raise a structure was not promise in interview but pay 16.25 n insurance of $50 per 2 weeks is alright.  Had Friday n Saturday off 12:30 to 9:30 pm.  Sometimes no phone calls for 3 hours so you just talk to your neighbor but when u taking calls you work n do research for the customer. Sometimes they are upset about fees or what have but be professional. They give u half hour lunch n 2 15 min break.  Lunch room is marketplace n food truck outside. They have a 24 hour on site gym n shower n a game room w ps 4 games also lockers high school style to store belongings.   Human resources does promote moral w feeding us cookies n very LBTG friendly very diverse company. Offers free popcorn also 

Negative: detractors ratings can be generated by customers even if its not your fault but from previous call center agent.  No formal cook in edr

Only agent - lead - operation manager those are the three step progression. But the leads I had were very helpful n coached professional 

Must be on work on time or u will get fired but I they do an action plan but like I said don't be late n u won't have issues.  

Overall this company is good but the raise in interview will be an issue so do your research.  The American express contract is 5 years long n u do not get commission on hotel bookings. But the training is outstanding. Just pay attention in class n practice your verbiage n u be ok in training. Two month training. 

Like i said only adancement is to lead because only 1 ops manager so can transfer to workforce or quality control or training. Etc.  

$16.25 wage / center hours 12:30 pm to 11 pm 
- my section had weekend offs. - cubicle life

Typical day you login then sit at your computer refreshing your screen every 30 seconds praying for tasks (work) to drop into the queue. If you're lucky after an hour or so of refreshing you get a two minute task where you watch a quick video, research and "rate" the content according to "rules" specific to that task (not your own opinion) all within the two minute limit...yay!  But then it's over, queue is empty, back to refreshing, waiting, praying... 
You DO NOT get paid for the one hour "refreshing" time only the two minutes you actually worked on the task.  You hate to leave your computer because they require a minimum of 10 hours a week so you have to TRY EVERYDAY to work towards 10 hours so you waste many hours refreshing and hoping you get tasks...anxiety and stress set in...
Last year, up until November, the volume of tasks would average 10-15 hours a week, so it was better but still a fair amount of unpaid wasted time refreshing and very, very few 20 hour weeks (which they tout as the maximum) ...Now average is 5 hours a week and have to sit and REFRESH for 20 hours to get the 5 hours!  
I'm not the only one ...I'm in chat rooms where everyone speaks that this is the norm for this position all across the world, doesn't matter where you are or what time of day/night you login there is just very, very small amount of tasks....your income will be hit or miss and never any communication as to why the shortage or when/if things might change only the canned answer "no guaranteed hours. login often"
So if you need reliable income, DON'T do this job.  If you have nothing better to do than sit and refresh your computer screen all day for free then this one's for you!

Here's my review at Telus International 

Typical Day at Work:
As a cybersecurity analyst at TELUS International, my day begins with monitoring system logs and network traffic. I analyze potential threats, respond to incidents, and collaborate with teams to implement security measures.

What I Learned:
I gained expertise in threat detection, incident response, and security best practices. I developed strong problem-solving skills, learned to prioritize tasks effectively, and expanded my knowledge of emerging technologies.

Management:
Effective leadership, open communication, and supportive mentors. Management encourages continuous learning, innovation, and teamwork.

Workplace Culture:
Collaborative, inclusive, and dynamic. TELUS International fosters a culture of trust, respect, and continuous improvement.

Hardest Part of the Job:
Staying ahead of evolving threats and managing high-pressure incident responses.

Most Enjoyable Part of the Job:
Collaborating with diverse teams to implement innovative security solutions and protecting customers' digital assets.

Rating:4.8/5

Recommendation:
TELUS International is ideal for those seeking a challenging, rewarding career in cybersecurity. The company invests in employee growth, fosters innovation, and prioritizes work-life balance.

I applied for an Online Data Analyst position and eventually got hired but quit because of the extremely low rate of pay. The application process included taking a sample Rating Satisfaction Survey which was basically comparing the results of a visual web search against the search input or target image. After that’s passed, there’s another, similar assessment that has to be passed before one can work. The actual job, which can be done anytime and anywhere you have an internet connection, is contractual and paid based on how many rating tasks can be completed. During the Q&A session before working, they skirted the question of hourly rate of pay, saying that it “depends on the task as each task has a different rate.” (This should be a red flag to anyone!) The first (and only) survey I completed had about 25 to 30 tasks that were expected to take about 1 to 2 minutes each and paid a minuscule amount. After doing the math, the pay rate per hour of work turns out to be extremely low, quite likely less than minimum wage in most states. That’s before the taxes that you have to pay yourself since they consider you a contractual worker, not an employee. Additionally, if you complete the tasks in a shorter amount of time, you get blocked from additional tasks and referred to the Quality Team for review. Overall, I cannot in good conscience recommend this position and I am considering making a referral to the state workforce commission for pay below minimum wage and deceptive practices (ie., training is unpaid, the “salary” isn’t known until after one is working, and since the work is directed by the “Quality Team” it may qualify as an employee-employer relationship rather than a contractual one.).

Overall as a U.S. Rater/moderator this a good PART TIME SUPPLEMENTAL INCOME job. Do not expect to have a steady income every week as the tasks and hours can vary. You are able to work a maximum of 20 hours/Minimum 10 hours. You can work whenever you are able to, but keep in mind this is task based and sometimes there are not enough tasks every hour. I usually do this job on the weekends for a few hours or in the afternoon/night after my full time job. The tasks themselves can be easy once you get the hang of it, but sometimes the directions on the tasks are too long and can be confusing. Sometimes you just have to wing it and follow the guidelines. There really is no way to get in contact with a live person only by email. Some people give this company bad reviews because they go in thinking its a normal part time job, but it is not. You have to be okay with daily fluctuations of tasks, hours, and income as it can change weekly. Overall, I do recommend it for some extra money. I also like that it is a W2 position and not a 1099 contract. They also offer free premium headspace account and some minor goodies. The pay also varies depending on your state location but it is somewhere between $12-$14 hr and for what you are required to do it is not too bad. I am in TX ($13/hr) you also get the training sessions paid which is nice. 

Rating videos, community posts, and comments for hateful, misleading, deceptive, or harmful content. Also some tasks comparing AI-generated filters/photos/shorts. ONLY part time opportunities are available (most of the time you aren't allowed to work more than 20 hours a week, and the average is roughly 10-15 hours a week outside of holidays where work picks up in volume). This is not meant to be a full-time job but is likely on the higher end of pay for this type of work, and you ARE considered a real employee and not a contractor.

PROS:
- The flexibility offered was great, though if you're the kind of person who minds having to have a computer nearby to catch work when it's available, this job isn't for you. The work flow was essentially doing as many tasks as possible, with most of them having a time of 2-3 minutes but some giving longer time, up to about 8 minutes. 
- Never had any issues being paid for work done, and all training, before and after being hired for real, was paid.

CONS:
- Some tasks are just interesting enough to not be bored out of your mind, while others are incredibly short (offering only a minute of paid time) or the time limit may not reflect the amount of effort actually required to complete it. There is no way to see the task type or amount of time before picking it up; you're only given vague content warnings if it could contain mature themes or upsetting content.
- As with a lot of jobs of this nature, your employment with them is very fickle, and sometimes even employees who make few or no mistakes are let go simply to "refresh the pool" of raters. The company can and will go long periods of time without responding to communications.

I was employed with Telus International for 7 months before my employment was involuntarily terminated while expecting. Telus had this so called-- "embrace change" motto that is overused and unmeaningful. HR doesn't give a care about their employes and "K" who probably still works in that department is a spiteful person.

My typical day consisted of taking inbound calls from Canadian cable clients, and creating cable, internet and TV orders. Dealing with Canadians, they always have questions about Americans. The customers were not the issue, they were pretty tolerable for me. The main issue within the company is management. 

The Las Vegas location of Telus is very disorganized. Management lacked common sense and communication skills, and there is no room for advancement in this company. After a while, the job gets boring because you deal with the same routine daily. 

I disliked the fact that Telus pretty much is opened daily except for major holidays such as Christmas Day and New Years Day. The unusual work schedule made me feel that I didn't have a life. I would work from 8-5 on the weekends and off 2 days out of the week. 

There were 2 supervisors that really cared and helped me out and understood my situation. 

Due to unforeseen circumstances, HR had to terminate my position. 

Some employees there were nice and friendly as well. 

Management just needs a HUGE overhaul for the sake of the company. 



Top Job Titles	Average Salary
Customer service representative 15 salaries reported	$17.37 per hour
Call center representative 3 salaries reported	$17.67 per hour
Customer support representative 4 salaries reported	$17.75 per hour
Researcher 146 salaries reported	$14.00 per hour
Moderator 32 salaries reported	$31.25 per hour

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