Rogers Communications (TSX: RCI.b)s, has implemented a round of layoffs affecting customer service staff across multiple provinces. The move comes as the company grapples with reduced demand for online chat services, industry headwinds, and high debt levels.
The Toronto-based telecom giant has not disclosed the exact number of employees affected, describing it as a “small percentage” of its customer service team. Rogers spokesperson Zac Carreiro stated, “While a small percentage of roles in our customer service team are impacted, we continue to grow and hire people to support our operations across the country”.
The company cited a 20% drop in online chat interactions over the past year as a key factor behind the decision. Rogers has invested in digital tools and self-service options, which have changed how customers seek support. Despite the cuts, the company maintains that its online chat services will remain available to customers.
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The majority of the layoffs occurred in Ontario, but employees in British Columbia, Quebec, Alberta, and Manitoba were also affected. Some former Shaw customer support staff, integrated after Rogers’ 2023 merger with Shaw, were among those let go.
Toronto-based employment law firm Samfiru Tumarkin LLP reported that dozens of laid-off Rogers employees have sought legal advice regarding severance packages. Lior Samfiru, the firm’s national co-managing partner, stated, “We are reviewing severance packages for many long-serving Rogers staff”.
This move follows similar actions by competitors Bell and Telus, which recently offered voluntary separation packages to 1,200 and 700 employees, respectively. Industry experts cite rising debt levels, technological changes, and competitive pressures as key factors behind these workforce reductions.
The layoffs also raise questions about Rogers’ commitment to create 3,000 new jobs in Western Canada within five years, a promise made to gain regulatory approval for its merger with Shaw. While the company claims to have created 1,800 jobs in the region since the merger, internal figures suggest that over 3,000 Rogers and former Shaw employees have left or lost their jobs during the same period.
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