Tucows Employee Reviews about "call centre"

Updated May 27, 2019

To filter reviews, or .

Found 7 of over 162 reviews

4.0
79%
Recommend to a Friend
90%
Approve of CEO
Tucows President, CEO, and Director Elliot Noss
Elliot Noss
109 Ratings
Pros
  • "flexible hours and work from home days - pretty self-explanatory(in 25 reviews)

  • "Good work life balance, nice ppl(in 16 reviews)

  • Cons
  • "Support can run like a typical call centre(in 7 reviews)

  • "The day to day work flow was very repetitive, no room for growth, felt like ground hog day(in 6 reviews)

  • More Pros and Cons
    Pros & Cons are excerpts from user reviews. They are not authored by Glassdoor.

    Choose a different language and keep reading other reviews.

    Reviews about "call centre"

    Return to all Reviews
    1. 4.0
      Current Employee, more than 1 year

      Decent company to work for

      Jan 3, 2019 - Customer Support Advisor in Toronto, ON
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Good benefits, work from home options, relatively unpretentious for the industry, genuinely supports diversity in the workplace (in hiring and promoting from within)

      Cons

      Support can run like a typical call centre. Front line employees under high pressure to work constantly and have every second of their day accounted for, often having to stay late to get extra work done as time is not allowed during shifts for this. Managers have it relatively easy workload wise, but are discouraged from helping out directly, instead opting to ask employees to work overtime instead

      Continue reading
      8 people found this review helpful
    2. 2.0
      Former Employee, more than 3 years

      Poor leadership and terrible culture

      May 27, 2019 - Customer Advisor in Toronto, ON
      Recommend
      CEO Approval
      Business Outlook

      Pros

      If you want to learn a new skill, and it aligns reasonably well with organizational goals, there's not a lot of red tape. During my time there, you had enough autonomy to do what you thought was best for the customer. Benefits were pretty good.

      Cons

      It was made clear that support reps were all considered "replaceable" despite how much ramp-up it took to get a support rep properly trained to do this very hard job. The job is tier 1 and tier 2 tech support for 100s of mobile devices on two different networks and ANY other concern a customer might bring up. In addition, you were rarely allowed to escalate to anyone else. This might be just like working in any other call centre, but this is a company that went to great pains to say it wasn't just another call centre. The company uses its "great culture" as a major recruitment selling point, so it's pretty terrible that they fall down on culture so hard. HR was a disaster. Verbal assurances given by HR could not be trusted and if someone in leadership didn't want to follow a policy, there wasn't much you could do about it. While HR departments are always having to balance the needs of the organization with the needs of employees, smart employers understand that a lot of the time, those two sets of needs align. At Tucows, those sets of needs are seemingly always diametrically opposed.

      Continue reading
      6 people found this review helpful
    3. 2.0
      Former Employee

      Lost their way

      Apr 9, 2019 - Anonymous Employee 
      Recommend
      CEO Approval
      Business Outlook

      Pros

      - Excellent benefits(HSA and LSA) - Work from home - No dress code

      Cons

      - Customer advisors are treated with no respect and are just number on a sheet to management and exec's. - Call centre culture has taken over and there is no trust in advisors. - No room for advancement

      Continue reading
      11 people found this review helpful
    4. 2.0
      Current Employee

      Call Centre Culture

      Apr 6, 2019 - Anonymous Employee 
      Recommend
      CEO Approval
      Business Outlook

      Pros

      Benefits are good and vacation

      Cons

      New management has created a negative work experience. There is no motivation, no job security and the need to look for other employment. This has turned into your typical call centre.

      Continue reading
      8 people found this review helpful
    5. 1.0
      Former Employee, more than 3 years

      Customer Service department needs new management

      Sep 22, 2014 - Technical Support Analyst in Toronto, ON
      Recommend
      CEO Approval
      Business Outlook

      Pros

      -Great company for developers and engineers (but not other departments). -Daily fruit provided to employees -Great social events

      Cons

      -The management (Directors) of customer service team run the team like boot camp. Feels more like a call centre environment rather than a support environment. Not much respect or recognition is given to employees. It's their (management's) way or the highway. -No room for growth. If you do wish to progress in your career, you are not given a chance. Sometimes I have seen examples of employees being held back by management intentionally as they require their resources else where. -Company doesn't reimburse you for taking courses. -Horrible schedule -Biased reviews. No metrics to go by. -Always try to do more with less. Consistently understaffed. -Favouring some employees over others -Stressful environment with back to back calls.

      Continue reading
      9 people found this review helpful
    6. 2.0
      Current Employee

      Not as it appears.

      Jun 11, 2017 - Customer Service Agent in Toronto, ON
      Recommend
      CEO Approval
      Business Outlook

      Pros

      An occasional free lunch. Good opportunity for career advancement if you fall into the right crowd, but nonexistent otherwise.

      Cons

      The interview process is long and drawn out for what the position actually is. Don't believe everything you read in the "Working For Tucows" section on their website. Make no mistake; this is a call centre and the corporate culture is completely different from the rest of the company. Managers are creepy. Incidents of sexual harassment and improper conduct have been reported. Tyrannical VP overseeing the department seems to be oblivious to this. This is a company that has gone from a young, internet startup to a $500M multinational corporation without learning anything along the way.

      Continue reading
      6 people found this review helpful
    7. 1.0
      Current Employee

      Customer Service Department Run Really Badly

      Apr 23, 2013 - Customer Advisor in Toronto, ON
      Recommend
      CEO Approval
      Business Outlook

      Pros

      - stable hours - company is reputable - great benefits - free fruit throughout the day - knowledgeable and caring team leaders - Nice offce chairs - friendly receptionist - cake sometimes - will look good on a resume due to the industry being covered (mobile Android services in particular) - Great opportunity to use as a stepping stone to a better career somewhere else - nice patio to sit on during breaks complete with a BBQ

      Cons

      - non competitive salary - shift work that does not respect family life balance - vindictive "political" management that treats (terrorizes) front line staff with a lack of respect while putting up a veneer of respectability to those management reports to. - Feeling that it's much better to keep your mouth shut than offer any input at all - Offering input will often end up giving you a bigger workload with no thanks or extra pay. Or fired. - performance reviews/manager meetings that are "set ups" (it's predetermined if your review is going to be "good" or "bad" even if you ARE doing "good" or "bad". Your work reviews are often based on office politics rather than actual metrics. Reviews based on management petty personal likes and dislikes rather than actual performance even when being reviewed by caring team leaders - being expected to work every single Holiday by department management with a complete lack of respect for family life balance - Customer Advisors often miss staff appreciation parties and staff events - ironically due to having to work (parties that could have been scheduled when everyone was off). The "appreciation" parties are scheduled to fit the downstairs developers departments schedule, as well as management's schedule. The scheduling needs of those upstairs is ignored. - Huge gulf between downstairs developers and upstairs Customer Service Advisors in terms of (feeling of) respect, pay and overall treatment - call centre type setup. A distinct feeling that staff are not looked at as professionals but as McCall Centre Employees by both management and downstairs half of the company - new processes introduced with little to NO training at all. Staff expected to instantly understand new processes despite lack of product training. Failures in terms of customer satisfaction passed onto/blamed on front line staff and team leaders by senior management rather than taking responsibility for THEIR failures - very little room to advance despite promises of implementing a better advancement structure - lack of appreciation from Management - the feeling that one can never "do enough", even when giving one's all - Being asked to come in at 7 in the morning for staff meetings by department management when shift doesn't start until 12 (senior management starts at 8, very convienient. For them) - fellow colleagues that for the most part are "putting in their time for a cheque" rather than being excited to go to work - constantly berated when doing things wrong, ignored when doing really great things - almost no communication between upper elechon management and upstairs staff. All communications handled through one senior manager. A feeling of not only being disconnected from the rest of the employees downstairs, but also of not being considered as important

      Continue reading
      7 people found this review helpful
    Viewing 1 - 7 of 7 English Reviews

    Popular Careers with Tucows Job Seekers

    JobsSalariesInterviews

    Work at Tucows? Share Your Experiences

    Tucows logo
    or