TLDR: Rogers Communications has terminated its contract with external call center partner Foundever, resulting in an estimated 900 job losses for Canadian customer service agents. The telecom giant attributes the move to an increased reliance on digital tools and its AI-powered virtual assistant, ‘Anna.’ This decision has sparked controversy, with former employees alleging they were unknowingly used to train the AI that ultimately replaced them, contradicting Rogers’ prior commitment to expand its Canadian workforce.
Toronto, ON – Rogers Communications has initiated a significant shift in its customer service operations, moving towards advanced digital tools and artificial intelligence, a transition that has led to the termination of its contract with global call center firm Foundever. This strategic pivot has resulted in an estimated 900 job losses for Canadian-based customer service agents, according to employment lawyers.
The telecom giant confirmed the cessation of its agreement with Foundever, stating that the decision reflects a growing trend of customers utilizing ‘digital tools and self-services.’ Rogers has highlighted its virtual assistant, ‘Anna,’ as a key component of its evolving support infrastructure. While Rogers spokesperson Zac Carreiro maintained there is ‘no impact to [its] internal customer-service team,’ the company did acknowledge that a ‘small percentage of roles’ within its customer service division have been affected.
However, the move has ignited a strong backlash and raised ethical concerns among former employees. Allegations have surfaced, particularly from a Reddit post by an apparent Rogers employee, claiming that over 1,000 agents, including internal staff, were laid off. These former employees contend they were ‘exploited and taken advantage of,’ alleging that they were unknowingly used to train the very AI tool, introduced last year, that ultimately replaced their positions. The Reddit post also claimed that management instructed affected staff to remain silent and not engage with the media.
This development also appears to contradict Rogers’ previous commitments made after its acquisition of Shaw Communications. In 2023, Rogers had pledged to build a fully Canada-based support team and hire 1,000 new agents. The company now states that ‘the majority of agents’ are based in Canada, a subtle but significant shift from its earlier promise. Furthermore, former employees have reported increased workloads, a reduction in ‘After Call Work’ time from 30 seconds to a mere 12 seconds, and claims of unpaid commissions for sales staff.
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The job cuts at Foundever follow a series of workforce reductions at Rogers, including 2,000 positions in 2024 and over 3,000 in 2023, post-Shaw merger. The company currently carries nearly $45 billion in debt. This trend is not isolated to Rogers, as other major Canadian telecommunications companies, such as Bell and Telus, have also recently announced staff reductions, citing automation and efficiency improvements as driving factors.
