Rogers wireless customer service by home based pyramid scheme workers
Rogers uses a company called Arise to find and train people to pretend to be 'real' Rogers telephone service reps. These people work from home on their own hardware and internet access, and they pay a monthly fee to be allowed to use the call answering software and the software to access our personal information from Rogers computer systems. The fees they pay go up a pyramid of independent individuals or 'corporations' who supply hourly workers to Arise.
The person we talk to has never met face to face in person with any Rogers employee or in fact any employee from Arise. These people find out about Arise through Kijiji and craigslist and apply and train online only. They train for 6 weeks on web videos and tests.
When they are given access to our data in Rogers systems they have never been seen by a single employee of Rogers or their 'agents'. They pass a criminal background check based on the data they supply online.
In their first few weeks of handling calls they are 'nesting' it is called, and they basically speak to a customer then put them on hold while they type their understanding of the customer problem to a 'chat room' filled by Arise 'managers' who then decide the proper respose and type that back to the rep. In the meantime you are on hold waiting while they chat. If the rep cannot comfortable handle your call in 5 minutes, they drop your call and you start all over again, because they are penalized by taking too long on your call. Yes, they simply hang up.
Does anyone else here worry their personal data (address, birthday, age, phone, email, credit card name, etc.) are shown to unknown people in their pyjamas with who knows how many friends looking at their monitor?? They can access Rogers personal data on you from any place in the world they have a computer internet access and a phone line. They do not have to use their home phone but can use a phone in any country in the world.
I now know why you get such a range of ineffective people when you call in.
I cannot believe Rogers can place their corporate image in the hands of pyjama clad home workers who are so naiive they pay others in a pyrmaid scheme for the right to 'have a job'.
Shame on you. This makes off shore call centers look like heaven in comparison.
I find it very unlikely that this is how it works.
"You must take personal responsibility. You cannot change circumstances, seasons, or the wind, but you can change yourself. That is something you have charge of." - Jim Rohn
Ok so the big question: Do you have proof of this?
And lets poke some holes in your theory and that is all this entire post is a theory.
A) 'real' Rogers telephone service reps.
Question: Whats a real Rogers CSR vs. a fake one?
B) they pay a monthly fee to be allowed to use the call answering software and the software to access our personal information from Rogers computer systems.
Comment: I've never heard of a CSR paying to be a CSR and to have access to the tools all CSR's have.
C) The person we talk to has never met face to face in person with any Rogers employee
Comment: This can be said for 95% of outsourced call centre employees which make up the majority of Rogers CSR positions
D)They train for 6 weeks on web videos and tests.
Comment: Wow they do longer training then Rogers own CSR's in some depts.
E) When they are given access to our data in Rogers systems they have never been seen by a single employee of Rogers
Comment: See answer C)
F) They pass a criminal background check based on the data they supply online.
Comment: As do all CSR's only diff is they supply the data in person rather then online.
G)In their first few weeks of handling calls they are 'nesting' it is called, and they basically speak to a customer then put them on hold while they type their understanding of the customer problem to a 'chat room' filled by Arise 'managers' who then decide the proper respose and type that back to the rep.
Comment: CSR's do the same but it's live questions to floor support rather then a chatroom.
H) If the rep cannot comfortable handle your call in 5 minutes, they drop your call and you start all over again, because they are penalized by taking too long on your call. Yes, they simply hang up.
Comment: ******** <-- BULLSHAT
I) They can access Rogers personal data on you from any place in the world they have a computer internet access and a phone line. They do not have to use their home phone but can use a phone in any country in the world.
Comment: Wrong but I won't even get into how it all works, just WRONG.
As someone else said Pizza Pizza, I know of at least 2 banks that use work at home agents and may other businesses that allow employees to work from home.
So by all means post your documented proof of all the above "facts" you posted.
A pyramid scheme is a fraudulent investing plan that has unfortunately cost many people worldwide their hard-earned savings. The concept behind the pyramid scheme is simple and should be easy to identify; however, it is often presented to potential investors in a disguised or slightly altered form.
There is some truth above. Arise deals with corporations who hire independent contractors. These corporations charge monthly fees or a percentage of contractor's earnings which is less then if they incorporate themselves. Their training is 4-6 weeks depending on if weekends are included or not. Arise consists of US and Canada reps who field wireless care and calls from store reps. I've posted on this subject before and there is a different ring whenever I get transferred to an Arise agent. I usually hang up on them before they take the call as most have little experience, no floor support and take forever to do anything. This is probably because of poor training as they work at home and there is a delay in the chat room they use for support. I don't understand why they are taking store calls if they have less then a year experience in customer care but they are trained for both queues. My biggest issue with anyone considering working for them is there is no job security, training is unpaid and the monthly fees. There is also no EI or CPP contributions so if you're terminated or after you leave you're SOL.
Ok so the big question: Do you have proof of this?
What would you like to see? I have web sites, quotes, first hand discussion with Arise 'employee'. I have nothing in writing from Rogers. I am trying to find an email or phone contact to ask at Rogers.
And lets poke some holes in your theory and that is all this entire post is a theory.
A) 'real' Rogers telephone service reps.
Question: Whats a real Rogers CSR vs. a fake one?
Rogers = a person paid to work, a person NOT paying to work. Gets a cheque from Rogers or some Canadian company with a well known name.
B) they pay a monthly fee to be allowed to use the call answering software and the software to access our personal information from Rogers computer systems.
Comment: I've never heard of a CSR paying to be a CSR and to have access to the tools all CSR's have.
That's the bizarre part. They pay all their own services fees, internet, land line, headset phones, and on tpo of that they pay a monthly fee to use the call management and accounting software.
C) The person we talk to has never met face to face in person with any Rogers employee
Comment: This can be said for 95% of outsourced call centre employees which make up the majority of Rogers CSR positions
Perhaps, but they HAVE met face to face with a person representing Rogers. An office, a coffee shop, somewhere. Arise does everything by web and email. No personal contact.
D)They train for 6 weeks on web videos and tests.
Comment: Wow they do longer training then Rogers own CSR's in some depts.
Good to know.
E) When they are given access to our data in Rogers systems they have never been seen by a single employee of Rogers
Comment: See answer C)
Maybe, but these people work at home or on the beach unsupervised, not in an office building. So it is much easier to let others see what is on your monitor.
F) They pass a criminal background check based on the data they supply online.
Comment: As do all CSR's only diff is they supply the data in person rather then online.
Good to know. But, online I can type anything into a web page. I can say I am male or female, born in Ecuador, born in Spain, I can be single, married, divorced. I can be any identity I want to be.
G)In their first few weeks of handling calls they are 'nesting' it is called, and they basically speak to a customer then put them on hold while they type their understanding of the customer problem to a 'chat room' filled by Arise 'managers' who then decide the proper respose and type that back to the rep.
Comment: CSR's do the same but it's live questions to floor support rather then a chatroom.
Good to know. Live support is good. Retyping and reading force the time delays to the customer.
H) If the rep cannot comfortable handle your call in 5 minutes, they drop your call and you start all over again, because they are penalized by taking too long on your call. Yes, they simply hang up.
Comment: ******** <-- BULLSHAT
Well now, that's just not nice. She is a friend, known for years. She hangs up to get rid of calls, what can I say? She may have lied to me, or wanted to sound tough. She said it is the reality of having to process calls in under 5 minutes. She said it is better to hang up than to take over 5 minutes without an answer at the end anyway. Say a customer complains about a $700 bill for one month, her example, and you know that in 5 minutes you cannot explain every line item charge in his bill, you will get negative feedback from Arise so you drop the call which they cannot trace, bad connections happen all the time on cell calls, and you do not get a negative feedback from Arise.
Sounds to me like you need first hand experience before yo believe something as bizarre as this tale. Should you ever get the need for phone support, ask the person if they work for Arise in any way (it may be multi level and the person may name some other company name). Talk to them about the job.
I) They can access Rogers personal data on you from any place in the world they have a computer internet access and a phone line. They do not have to use their home phone but can use a phone in any country in the world.
Comment: Wrong but I won't even get into how it all works, just WRONG.
Well, she is going on 3 months vacation to a Carribean island and will work from there online from friends' houses. That's her plan anyway, maybe she is naiive. She gets online with her PC, use a landline/VOIP and phones in to a certain number back here, types in a code and then that line is how she speaks to customers. On thw PC she sees a waiting call, clicks it to take it and her headset has the customer... when she finishes, she does not hang up, the call ends and the next one connects on her headset when she clicks on the next waiting call on her PC.
As someone else said Pizza Pizza, I know of at least 2 banks that use work at home agents and may other businesses that allow employees to work from home.
Work at home agents are fine. Pizza people need and see phone number and home address, they do not see my Rogers account number, payment info, birthday, cell calls, account number, contract terms, family members on same plan, Fav 5 or whatever numbers, anything personal that is not in the phone book. I may not have made that clear.
Bank work at home people.... you know of one who is not a bank employee?? With a pay check from somewhere other than the bank? Who pays a fee to have her job with that bank?
So by all means post your documented proof of all the above "facts" you posted.
As I said, what do you want to see?
I will guess that some more of your questions would be answered below, this is from an enterprising fellow named Andrew Callender...., a coincidental surname perhaps, I have no idea if it is his real name:
Andrew Callender is SVSC Principal and VP of Admissions Operations Canada at Plan B Opportunity Incorporated. Plan B is a Canadian-owned Virtual Services Corporation (VSC) headquartered in Montreal, Quebec.
He is a 'Super' Virtual Call Center guy, he encourages others to work for him if they do not want to get their own corporation, he makes it easy to get approved. Then he takes a monthly fee from you on top of Arise's fees. This is the pyramid aspect (my words, inflammatory I know), in that there is more than one way to make money from Rogers contract with Arise... you can answer phones or you can conscript others to answer phones and you can take apiece of their action. I call that a pyramid, but I am not a lawyer for sure.
Notice you cannot use a Yahoo email to apply, and Rogers uses Yahoo email... also interesting.
----------------below is web copy/paste text -----------------------------------------------------
Getting certified…3 Easy Steps!
Homeshoring… Virtual Call Center… Work From Home…
However you define this growing trend, Arise Canada and Plan B Opportunity Inc. are setting the standard providing thousands of home based workers with the freedom to answer calls, e-mail and chat requests from home for prestigious Canadian companies.
Rogers is Canada’s largest wireless voice and data communications services provider. We are currently recruiting ACPs to service our client’s inbound customer service calls from home a minimum of 20 hours per week with 4 of those hours to be serviced Saturday and/or Sunday.
Every week the ACP will be able to schedule his/her own hours for the upcoming week. Choices build the ACP’s business around the ACP’s personal schedule. ACPs enjoy the freedom they crave and the financial results they need. ACPs earn $11.35 – $16.00 per hour including sales incentives and bonuses for providing customer interaction services.
The Virtual CSR (ACP) will be required to:
Connect and build rapport with customers and their changing needs.
Right size the customers based on their individual needs.
Promote appropriate products and services as necessary.
Complete transactions with a sense of urgency and an eye for detail.
Take appropriate action to efficiently resolve issues.
Take accountability to solve issues from beginning to end.
Strive to deliver world class customer service and first call resolution.
Becoming a Virtual CSR (ACP) is an easy 3-step process:
Becoming an Arise Certified Professional (ACP) is a multi-step process with a few easy-to-complete requirements. Criminal history check mandatory. If you are at least 18 years of age and currently reside in Canada, you can apply now.
Step 1: Become an Arise Certified Professional (ACP) in Canada – FREE
a. Click here to apply now.
b. Your login credentials including login instructions will be emailed to you within 24 hours.
c. Complete a voice assessment via telephone.
d. Complete a national criminal background check online.
e. Complete Arise Canada Basic e-Certification ACP101 ($0).
Note: Maximum 72 hours to complete Arise Canada admissions process.
Step 2: Join Plan B Opportunity Inc. (Virtual Services Corporation) – FREE
Once ACP101 is complete you will be prompted to enter your “Affiliation“.
b. Click on “Join an Arise-affiliated Corporation”
Enter the Business Number 116751961 then click on “Search“
Plan B Opportunity Inc. will appear….click on “Submit“
Note: Admissions will acknowledge your affiliation request within 24 hours.
c. Click on “Express Interest“ to enroll for the Rogers Wireless e-Certification ($0).
Step 3: Set Up a Home Office
The final step is setting up a home office that meets our technology requirements and other specifications for serving Arise clients. You are almost ready to unleash your earning potential with the flexibility you have always dreamed about. In order to provide consistent, high standards, please review our FAQ, which outlines the requirements including:
•Desktop or Laptop (Windows-based Operating System)
•High-speed internet access
•Separate analog telephone line
•E-mail account with an approved ISP* (no AOL or Yahoo)
•Computer Headset and/or Integrated Microphone
•Canadian bank account to accept direct deposits
Once you have successfully demonstrated an office set up that meets Arise standards, you will be able to obtain certification and start earning and experiencing work-life balance.
Q. Why do I have to join an existing Virtual Services Corporation (VSC)?
Arise will only contract and partner with incorporated companies, which we call Virtual Services Corporations (VSCs). A majority of Arise ACPs (Arise Certified Professionals) join an existing VSC that is in good standing as an Arise VSC Partner. Canadian ACPs can join Plan B Opportunity VSC for FREE by choosing to “Join an existing VSC” during the admissions process.
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Q. How long is the process, from admissions to the time I start taking calls?
Once you have completed all the admissions steps which could take you less than 2-3 days, your next step will be to enroll in the Canadian Telecommunications certification course. This certification course takes up to 4 weeks. At the end of the certification course you earn certification and start taking calls.
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Q. Why do you require a Criminal History Check? What are the deciding factors in passing?
Arise and its clients have high integrity standards and, to become an Arise Certified Professional (ACP) we require clear criminal checks. Once you become an ACP, there could be additional security standards to meet to be eligible to service certain particular clients. The Background Check is conducted by MyBackCheck.com, Canada’s largest Background Checking provider, and is initiated online.
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Q. What will cause me to fail the background check?
Anything causing your criminal record to come back as Not Clear.
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Q. Is Arise a member of the BBB?
Arise is member of the BBB in the United States and is applying for membership with the Canadian Better Business Bureau.
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Q. Is the personal information requested during the application shared with third parties?
Arise will not sell or share your personal information with third parties without your consent. We hold information provided by applicants and Arise Certified Professionals on secure servers that clients and other third parties do not have access to.
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Q. I only have a postal box (no delivery at home). What are my options?
You can use your P.O. Box address for your application for Arise Canada.
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Q. What is the approximate total investment (cost) to operate as a Canadian ACP?
National Background Check Fee ($34)
High-Speed Internet Access
Dedicated Phone Line
Telephone with applicable Headset (Plantronics T10: $79.99 at www.headsetplus.ca)
Basic Certification Program ACP101 ($0) *FREE for Canadian candidates limited time only!
If you choose to join an existing VSC, have High-Speed Internet Access, adequate Phone Equipment and/or a Dedicated Phone Line, you will not need to incur those costs. All prices for third-party products and services are approximate, and for information purposes only. The cost of the Arise Basic Certification Program ACP101 is subject to change.
Click here to download the Arise Canada Brochure (2011)
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Q. Why does Arise charge Virtual Services Corporations a semi-monthly service fee?
The Arise service fee is charged for the infrastructure that Arise provides, including the Arise 24-Hour Client Technical Support Help Desk and StarMatic® scheduling system. Arise’s semi-monthly service fee is currently $22.50 and is deducted twice a month from your Virtual Services Corporation Service Fees for each servicing Virtual Service Corporation assigned ACP. No Virtual Services Corporation is charged the fee until the first invoice period after it begins providing customer interaction services to its first client. The Arise Service Fee is only applicable when your business is generating revenue of at least $45 for that month.
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Q. Is there a cost to joining Plan B Opportunity SVSC?
There is no cost/fee associated with joining Plan B Opportunity SuperVSC.
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Q. Does Arise certify agents in every province/territory?
Arise certifies individuals to become Arise Certified Professionals anywhere in Canada.
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Q. What kind of Landline and Headset should I get?
Your telephone is the backbone of your VSC’s business and should be both comfortable and easy to use. Arise does not permit the use of VoIP (Voice over IP) Service Providers. Arise only permits the use of single analog telephone lines. No additional services should be on your servicing telephone line. Standard headset is the “Plantronics T10″ only $79.99CAD at www.headsetplus.ca. HeadsetPlus is Canada’s #1 Headset Provider.
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Q. Why do we need a dedicated analog phone line?
Inbound calls will come to this line and as such, you need to be 100% available to take calls. The telephone needs to be an analog line and should not have any features such as call waiting, integrated voice mail, long distance, etc. Only you, Arise and your clients should have access to this phone number; as a result, an existing home phone line would not be sufficient.
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Q. Can an ACP who moves to a different province still service client applications?
Yes, there are no geographical limitations so long it is still in Canada and you still meet the technology requirements. Note that VSCs may need to update their provincial business registration if they move or start conducting business in a province in which they are not registered at the time.
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Q. Can an ACP work full or part time?
You can actually service as many hours as you would like from the minimum required. For example, if the client application requires 20 hours, you can service from 20 hours and up.
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Q. Can I have another job or contract with another company while I provide services for Arise clients?
Yes, you certainly can! As an independent contractor you have the freedom to work for other companies while you provide services to Arise Clients. However, we do expect our Virtual Services Corporations to honor their scheduled commitments to our clients and meet all performance standards.
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Q. How does Arise pay an ACP for the services that he/she renders? How often?
Virtual Services Corporations are paid a Service Fee by Arise via direct deposit into their corporate bank accounts twice a month on the 22nd (covering the 1st-15th days of the month) and 7th (covering the 16th through last day of the previous month). Arise provides Virtual Services Corporations with a report each payment period. The report is broken down by the fees attributable to the services performed by each Arise Certified Professional.
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Q. How will I get paid?
We offer you the flexibility of being a either a direct employee (with full deductions; CPP, EI, etc.) or contractor. Whatever you choose, your membership in the Plan B SVSC will provide you with direct deposit to your bank account as well as all required reports and forms for tax purposes.
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Q. If I’m unable to take calls for an extended period, will I lose my status?
No, if you are not under a current Statement of Work, you will not lose your status if you cannot take calls for an extended period of time. However, depending on the length of inactivity, we may require that you sign up for a refresher course to keep you updated with new systems that we may have implemented since the last time you were active.
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Q. What operating systems do Arise and its clients currently support in Canada?
Below are the minimum Software requirements to provide service with Arise.
A pyramid scheme is a fraudulent investing plan that has unfortunately cost many people worldwide their hard-earned savings. The concept behind the pyramid scheme is simple and should be easy to identify; however, it is often presented to potential investors in a disguised or slightly altered form.
My limited knowledge of a pyramid scheme is that if you make more money conscripting others to do work or take a piece of their income than you do providing the same service yourself, it is a pyramid....
Wikipedia says in part :
A pyramid scheme is a non-sustainable business model that involves promising participants payment or services, primarily for enrolling other people into the scheme, rather than supplying any real investment or sale of products or services to the public
Andrew Callender I am sure does not answer Rogers calls, so while it may be a small pyramid.. Arise allows the multi-level deals, or encourages it by not dealing directly with call answering people.
I am not saying people will lose their fortunes, I do believe naive people will try it for a while, find it underpaid and frustrating and drop it after paying to participate.
You won't get a response to this thread that will make you happy from anyone at Rogers. What you should do is file a PIPEDA Complaint http://www.priv.gc.ca/complaint/index_e.cfm and see what you get for responses to everything you posted.
Arise Training and Treatment :: Rogers Communication Opportunity
So, you're thinking of working at home and heard about the Arise opportunity from a friend or maybe an online forum. It sounds good so far, but you may have happened across a few not-so-good things about the Arise and some of its practices. Voices of Arise is made up of CURRENT Arise contractors. We are not disgruntled former employees, but instead, current contractors joining forces to demand that we get what we were promised when we made the investment in Arise. Be sure to check out the comments section below to hear from some of the VSC's and ACP's who work for Arise. We hope this information helps you make a more informed decision before you invest in this company.
Once upon a time there was a large group of people from all over the North American continent who decided to take a chance and start their own business based on the promise of "Work, Freedom, Trust, and Results" made by Arise. This group of people expressed interest in working for Rogers Communications, an Arise client based out of Canada.
It sounded wonderful! Pick your own hours, roll out of bed into work, make new friends, provide exceptional customer service and start to enjoy life. Training began and we soon found out that along with the 4 hours of online classes, we were required to commit 3-6 hours of self-study time EVERY day in order to be certified to service Rogers. For 6 weeks we crammed for weekly assessments and a final exam, we were given little or no time to put to practice the things we were learning because the technical issues in class were many. Days after class began some of us were told there weren't enough training ID's to go around, we'd have to share, night after night it was hit or miss if the training environment would be working so we could practice, but we still moved forward and we all did what we had to do, excited to FINALLY start working. The small voice nagging at many of us that things weren't as they were supposed to be were silenced by assurances that we would have 30-days to "nest" and wouldn't be responsible for metrics or Average handle Time on calls. We were promised we'd have PLENTY of help in virtual "Nesting Chats" with Performance Facilitators (PF's) who were pro's and eager to help us get where we needed to be to reach final certification.
Upon "graduating" from the certification course over half of us did not have working ID numbers to begin servicing the client. We were told this down time would not effect SOW's (Statements of Work we signed with the client committing ourselves IN WRITING to honor the 20 hour minimum commitment). We were all excited to receive an email from Arise telling us there would be more training and we'd even be paid for it! Six days of training with two teachers who truly had our best interest at heart.
Many of us took full advantage of the extra training and were present the entire 9-hours each day all six days. We were relieved to be able to tell the teacher what we didn't know and have him show us individually how to perform tasks we were unable to do, we were even more excited to learn we were going to be paid for the time we were spending in these classes and many of us began to wonder if maybe we were just overreacting a bit. After all, our group was considered a "Super class" and over 700 people were coming out of training at the same time, Arise probably just needed extra time to get all the ID's issued. We'd go to class while we waited. Arise knew we didn't all have ID's, they wouldn't hold us to our SOW's when it was impossible for us to work without ID's they had yet to issue. WRONG! We finished certification on the 9th of the month, there were still people waiting for ID's on the 23rd. Several of these people had their SOW's terminated because they weren't meeting the SOW commitment. Numerous emails to their QAPF's were met with silence.
We heard rumors about hours and hours spent in technical support addressing system issues and it wasn't until some of our own where there for hours and hours that we realized these weren't rumors. Little did we know that in the upcoming days many of us would spend more time in support then we would actually servicing the client. Arise has stringent AHT's for VSC's and ACP's but their own hold times can average FIVE HOURS!
We still had hope that is was all going to be good and we were just going through the normal growing pains all new VSC's and ACP's went through when starting service on a new client. We were told that anytime spent in class before the 15th of the month would be paid to us on the 22nd and that was good. This down time was at least productive, or so we thought. The classes ended and some of us got working ID's and some of us were still waiting. All of us were looking forward to the 22nd when we'd receive our first check, the long wait was going to pay off.
Well, that's what we thought.
The 22nd came and went and none of us were paid. Instead we received an email from Arise apologizing for the delay but promising that all of our fees for class would be paid with our regular service fees on the 7th of the next month. We had no choice but to keep moving forward.
Actual screen shot from Citrix
Day after day after day many of us experienced crippling problems with the Citrix/ICM/V21/ and Avaya system which prevented us from working and left us with no choice but to sit in Arise technical support for hours on end. Our complaints and concerns to our QAPF's (Quality Assurance Performance Facilitators) have in many cases, gone unanswered or simply dismissed with company line answers like "It isn't global so it must be your system". Almost every day you can see ACP's in the PF Chats asking if there are system issues because the system logs us out in the middle of customer transactions REGULARLY.
Some Arise employees assured us that all of this was normal and that we we're still in nesting and nesting is a time to work the bugs out. One week after we began nesting, an announcement was made that nesting was closed. We were directed to regular Pf Chats with PF's who were rude and impatient.
We were told that no calls could be transferred to any department without permission from PF Chat which results in MANY customers being left on hold for 6,7, even 10 minutes to simply be transferred to other departments. The requirement to wait for approval GREATLY effects AHT as well. Most days there are 48-71 ACP's in a chat with only 3 PF's on hand to assist resulting in tremendous hold times for customers and more bad AHT's. Numerous complains to Arise QAPF's regarding these concerns have gone unanswered.
There's more...
In certification we were never told that:
-Issuing non-discretionary adjustments would be held against us.
- Transferring calls counts against us
-After Call work would be done with no pay (We were told we'd be paid)
-We would not be compensated for many hours of down time due to inadequate systems. (Some ACP's and -VSC's were shorted almost HALF the hours they worked).
- No compensation for system reboots which can sometimes reach half a dozen during a 4-hour shift.
- Nesting would only be one week and performance would be measured from that point on. (We were told we had 30 days of nesting)
- Arise would not return the level of service and support they demand from us.
See comments below from actual Arise VSC's and ACP's for more broken promises.
Access Restricted message a VSC received minutes before servicing.
She lost an entire days pay as a result.
In a nutshell, the training that Arise provides for the Rogers Communications client is inadequate, the systems are unreliable at best and the "partner support" is NON existent. If you are considering joining Arise do yourself a favor and STAY AS FAR AWAY FROM THIS opportunity as you can. It's a nightmare and there is little or NO support. Other opportunities may be better, but this one is horrible.
Arise has not lived up to its promises with regards to technical or partner support. They treat us like an assembly line. Once the fee is paid your required to meet or exceed their standards, but do NOT expect the same in return from Arise.
Stay tuned for our next article which will cover the topic of fees. If no support isn't enough to convince you to stay away from Arise, not being paid all the hours you work, might be.
You won't get a response to this thread that will make you happy from anyone at Rogers. What you should do is file a PIPEDA Complaint http://www.priv.gc.ca/complaint/index_e.cfm and see what you get for responses to everything you posted.
The response could be very interesting.
This would be the equivalent of saying "Rogers, I don't like how you do business!"
This is embarrassing, not illegal. I DO hope that more people find out about it though. Please spread it around if you feel so inclined.
The mystery of why we got crappy service is solved in front of our eyes.
Have you ever phoned and order pizza from pizza pizza - same idea here...
Find it hard to believe they would simply hung the phone up.
Does Pizza Pizza charge the CSR $45 every two weeks for the privilege of taking orders? Does that person have personal informatio up on their PC beyond your address, postal code. phone number and preference in double cheese versus single cheese?
As to hanging up the phone, that is what my friend tells me they do when the call is too complex to solve in 5 minutes or less.
Sure, maybe she lied to me. Maybe she was bragging to impress me she is one tough cookie. I dunno.
Since the drop is not traceable or blamable, this is from a cell phone caller after all, it is the perfect out. They do not get credit for handling a call but at least they avoid the flack from taking too long. I know I have often been dropped, usually just after a promise to transfer me to a supervisor. Even true employees know that a dropped call cannot be traced back to them.
..snip... there is a different ring whenever I get transferred to an Arise agent. I usually hang up on them before they take the call as most have little experience, no floor support and take forever to do anything. ..snip..
Can you describe the different ring? Tough one I guess....
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Originally Posted by ircu
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