TLS - Connecting Voices

Do NOT stay for more than a year with this company. After one year, you basically expire to the managers and they no longer have the effort to pretend to care about you. 

The first year I started at TLS I felt like it was completely different from anything I had ever done before and I loved it and felt heard and safe. After one year that façade quickly dissipates and you're left with the full picture of what this place is. This is a place that caters to new hires and students and leaves their seasoned "Moment Makers" in the dust. New hires get a relaxed day by only answering 2-3 calls an hour while the seasoned employees pick up the slack and are bombarded with back to back calls, lord forbid you are on more than one brand because it is NEVER ending work and no support. The work in itself is simple and honest, but when you don't get a single second to breathe for an 8-10 hour day it wears you down. 

There are no fixed hours, new hires and students get their pick of the litter when it comes to hours they want to work and everyone else gets the scraps for the sake of "coverage". A multitude of new hires are put on a single line that doesn't ring very often while there may be 4-5 fully functioning team members and this is deemed acceptable coverage. So 20 calls waiting with angry customers, and 4-5 people trying to juggle it all  while others sit idle and laugh and share memes in the group chat - you get the picture. 

Managers clearly have ulterior motives and clearly have their favorites, what I like to deem as "yes men" and never question or challenge them. This company LOVES to make up fake management roles and provide them to their favorite puppets while the others that do good work aren't given a second glance. 

The hours are whatever they want it to be, you can end up working 9-10 hour days without consent given for months on end. If you dare say anything about working these hours your days off are split up and it feels as though you are punished for saying anything at all. That is, if they do change it to begin with. Be prepared to be scheduled to work 7-8 days in a row at times! 

Management has a "never follow through" policy and they only tell you what you want to hear in the moment and then forget everything within five seconds. 

I know for a fact people have been terminated here without reason other than the managers didn't like them, they use scare tactics and micromanaging to push those they don't like out.  If you aren't apart of the "it" crowd, they're going to want you out of there ASAP. 

You get multiple QA's monthly and can be failed for the most asinine of things. You said the customers name twice and not three times? Failed. 

This company and it's managers exude pretentiousness.  

The workers and team leads (most of them) are great and wonderful people but the managers are what spoils this place like rotten milk. 

Everything is about YOUR metrics, how long you are on a call, how long it takes you to send a follow up email and finish work after the call. Never mind that the system they provide you with is flawed, broken, and can take upwards of five minutes to load - your metrics will never be attainable because you never have functioning tools to execute your job in a timely manner.  But some how, even with this pointed out to managers by multiple people on multiple occasions - your high metrics are still YOUR fault. Enjoy the monthly meetings being told repeatedly you need to get your metrics down to a lower standard and knowing full well that is out of your control to do so. 

This company is filled with half baked ideas that never come to fruition or become abandoned within a couple of weeks. 

If the managers ask you to jump and your response isn't "how high?" - you will never advance in this company or belong. 


This one will be a long one. I had worked here a long time. 

Worked here for several years and at first it seems like a great place to work, especially for students on the off season. They try to emphasize that they're not a Call Centre, but a "Brand Experience Centre". 

The only positives are: the work itself is not difficult, perhaps some campaigns are stressful, but you don't have to be a genius to do well. Also, they are flexible with time off requests. 
The positives kind of end there though. Again, great if you're working part time while off school, not so much when you've dedicated years upon years at this company.

When i first started, we were able to have our own individual availability taken into consideration when making shifts. This was taken away as volumes increased, which is fine, but all newer employees got first pick of shifts while long term employees got what was left. The excuse was to have new employees around while management was in case they needed help - however, the biggest downside to this was how new employees were put MUCH lower in priority on the call queue, meaning that they could go 30mins or more without taking a call, while all longer term employees would be back-to-back calls all day. It was terribly frustrating to see the new people chit chatting and having a good time, while the seasoned agents picked up their slack. This was to "ease them into" the job, but their priorities never changed and would stay that way until they returned to school or left the company. It would make more sense to have newer people higher on priority, that way if they needed a help, a seasoned agent would be more readily available to assist, OR better yet have everyone on the same priority and whoever is available first takes the next call.

There is no incentive to work here long-term.Their newer QA system will automatically fail you for missing even 1 criteria out of their long list - and it could be something foolish like, calling the customer sir/ma'am instead of using their given name for a minimum of 3 times throughout the call. Even when corportate franchise managers (who regularly come in to the centre to shadow you) praise you for how well you do on your calls, on TLS's side, 1 missed thing is a fail, and the higher ups won't look at specifics, only the FAIL mark on your QA sheet.

Also, when I accepted this position, it was for an inbound position (with the occasional outbound call to customers we deal with, which was fine). However, they got rid of the outbound surveys campaign's employees and dumped their work on us, so we were doing 2 jobs on completely different campaigns for no extra compensation and were told outright to be "grateful" that we had even employment and that we weren't replaced. 

If you're looking to be here a few months out of the year while in school, or a part time after hours job, this position would be great for you, because there are no expectations other than showing up, doing your work, and leaving. 

If you are looking for something long term, please look elsewhere. Unless you become part of management, or manage to become friends with them, you won't be very happy long term at this company. Pizza parties and weekly draws only do so much for morale.

I was hired on over the Summer on a seasonal contract basis, and was let go when my contract ended. I would have stayed longer if it had been offered to me.

The atmosphere in the office was very casual and the supervisors and team leads were friendly and always willing to answer questions. The dress-code was pretty casual and there were weekly games and sometimes potlucks and similar events. They hire a lot of younger staff and my co workers were all great to work with. For a student over the summer or someone who doesn't mind seasonal work I really couldn't recommend this place more highly.

I will say that I had a few pet peeves about the work:
It was not overly difficult, but because they are a call centre representing six brands, and the brand you were selected to work with had specific ways that they wanted you to talk to the customers. I found it difficult to remember some of the nuances of the script - some parts did not have to be verbatim, but a few absolutely did. The QA requirements were divided into 5 sections and if you happened to miss calling the customer by name or used 'Could I' instead of 'May I' on the call they selected for your QA then that could be a fail for an entire section.

When their call volume was low they would run an autodialer in the background so that in between inbound calls they had you calling to do quality assurance surveys, which left almost no breathing room between calls. 

The brand I worked for had many, many locations and each were locally owned franchises so the quality of work that came out of each location varied greatly. Some franchises were fantastic and I never heard an unhappy customer from that location, others could never bother to answer the phone so customers were unable to reach anyone if they were having issues. Since we are just a call centre there wasn't much we could do to resolve this  - if we weren't able to get a hold of their franchise to transfer them we could only send emails telling them to call the customer back, and sometimes they still didn't. The customers would sometimes get frustrated with the lack of power we had to help them in these cases.

Overall, it is a call centre with a very good atmosphere and great coworkers and management, that had a very specific grading system for QA's to be wary of, servicing franchises that ranged from great to pretty bad. I would highly recommend working there.

TLS has multiple brands that they answer calls for; you're assigned to a brand (or potentially 2 depending on how busy your brand is but this wouldn't be right away). The brand that I was on is known for getting a lot of complaint calls which could be very stressful, especially with the management not properly training fellow co-workers. On an average day we answers a fluctuating volume of calls & emails with additional administrative tasks on the side depending on the brand. Nothing about it was overly complicated and I always appreciated that you were never rushed off the phone. They wanted you to have personal, genuine conversations with these people. No sales are involved.

My reason for leaving is based solely on how the supervisors acted. It's fine when you first start out but when you have been there longer you can see their true colours and that they do not act to the standards that they have set. I have seen them get rid of employees for petty reasons and then highfive over it (twice!) As well as to get their favourites to spy for them when they aren't in the office. If you can overlook this, it's possible to have a good time at TLS, but I wouldn't make this your career.

After working with this company for a long while I can safely say this isn't a place you'd want to work long term at, as it wears on the psyche. They berate you if you don't have a nice enough sounding voice on the phone and tell you to fake a phone voice, which is disrespectful especially considering not everyone has a "pretty sounding" phone voice, or voice in general for that matter. 

If you find inconsistencies with their policies or procedures they will claim that you're wrong or are misreading things and backtrack to try and cover themselves. The programs being used are slow, oftentimes not even being responsive, and the supervisors blame the employees for things that are out of their control. 

If you don't meet a certain expectation you're brought into a meeting and told everything you're doing wrong but never anything you're doing well; it's a very negativity and fear-centred workplace having you feel like you'll be fired at any turn. 

You get paid every week, so I guess that's nice. Aside from that, steer clear. 

I was hired without being told it was a contract position — I only found out through another new hire. The onboarding was long, but I consistently ranked in the top 3 based on performance metrics and always received great feedback in one-on-ones.

Toward the end of my contract, things shifted without explanation. I started receiving negative feedback despite no change in my work. It felt like they were trying to push me out.

One meeting with a manager named Ana was especially unprofessional. She spoke to me in a dismissive tone, noticed I was upset, and then casually chatted with another supervisor about her coffee while I was still on the call. It felt disrespectful and unnecessary.

Having held management positions myself in KPI-driven environments, I understand the importance of structured feedback, coaching, and respect in the workplace. What I experienced was not leadership—it felt personal, calculated, and ultimately designed to justify the non-renewal of my contract. I would not recommend working here 

What is the best part of working at the company?
HSA benefits for full time employees 

What is the most stressful part about working at the company?
All levels of management and scheduling sucks the only way to get decent consistent scheduling is to work part time. Have to pay for your own equipment and constantly have to upgrade to meet their requirements.

What is the work environment and culture like at the company?
Mostly work from home professionals. No real work culture. They are pushy about surveys but don’t listen to staff. Very corporate mindset!

What is a typical day like for you at the company?
Log on early to ensure your on queue on time, dispatch assignments. Over the phone conversation, email and text to speak with customers and office locations. Constant contact with insurance carriers.

The management and coworkers are all respectful and nice to work with. They have feedback chats to give you tips and information on how you can improve which is really helpful and does not make you feel humiliated when you make a mistake. The hardest part of the job is handling requests for angry customers. There are times when the customers refuse to provide enough information and you have to maintain composure and remain calm even as they yell at you. Also there are some racist customers who will berate you for "not sounding white" I developed a thicker skin working in this job for 2 years, but still there are times when the racial remarks heavily affected my mental health. Aside from that, this is a great place to work. The management is good and really cares about the welfare of their employees.

TLS boasts it's culture but it's all a farce. Be prepared for them to pick favourites, fudge their metrics to make them look better to their Brands, while underpaying the hard-working staff. Grossly underpaid contract positions nowhere near competitive market rate. Promise of harassment-free inbound and no outbound was broken during my contract period. Instead of benefits for your family, expect pizza parties and tiny gifts. They value greed over skills and experience most of all.

Could be a greatbplace to work but once someone doesnt like you your terminated. Dont ever write a negative review in them while working for them even if its nothing but truth.  My team lead sucked and if you werent her friend like me your fired. I feel bad for anyone that goes through an experience like me here it seemed like a great place to work but they offer terrible training so know what your doing before you start

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