Shaw Communications Inc. is upending the jobs of 1,600 employees as it consolidates customer-service centers in fewer cities.
Workers at the Internet and cable company's call centers in Calgary, Edmonton and Kelowna, can relocate, apply for a new job at their location or leave the company with a severance package, according to a statement Wednesday.
Shaw is concentrating its customer-care work in call centers in Victoria, Vancouver, Winnipeg and Montreal after a yearlong review of its operations, the company said. Customer- service complaints are frequent among Canadian cable, wireless and Internet users, and Shaw ranked second-worst for customer satisfaction among five TV operators in Western Canada in a 2013 survey by J.D. Power and Associates. It ranked last among Internet providers.
The changes affect about 11 per cent of the Calgary-based company's 14,000 employees, according to data compiled by Bloomberg. The reorganization will take place over the next 11 months.
"Moving to centres of expertise will enhance our ability to better deliver exceptional customer service," Chris Kucharski, Shaw's senior vice president of consumer, said in the statement.