agent de recouvrement

customer service representative

technicien en informatique

responsable des ressources humaines

helpdesk support

CBV Collection Services Ltd

This is perhaps the worst call center I worked for. People don't stay longer than six months because they either get fired for any reason or they end up quitting our of desperation.

I can't even start to describe the things that this company did to me and others.. so let me warn you:

1. Favoritism. They will give opportunities for advancement once in a while but after you apply and get your hopes up, you will realize that they had already secretly given the position to someone else just because the manager likes that person or just because this person is friends with another TM, or because they are related to someone in management. This tactic speaks volumes about their total lack of professionalism.

2. Micromanaging. This is typical of call centers but I've never seen anything as awful as what I experienced at CBV, they will literally make you feel bad about having to use to washroom (are we in prescholar where we are constantly shamed for using the washroom?), they will tell you to use the bathroom only at your breaks. Breaks used to be 5 minutes (when have you seen a company in Quebec that gives 5 minutes breaks?) but they changed them to 10 minutes... you know, when you gotta go, you gotta go... but they will constantly shame you about having to use the loo. They're ridiculous!

3. They shame you every time you try to request time off. You have a doctor's appointment? "You shouldn't. It looks bad on you. This is bad example to the others" (these are actual words from one of the managers). You are sick a few times? Forget it,  you'll get a warning and get fired eventually.

4. They obsessively monitor your calls, they watch your every move.

5. It may not be sales but sure feels like it. some of their metrics are ridiculous and when you reach those goals, they will accuse you of cheating, managers can't even agree about what's allowed and what not.

The only thing that I liked about the place where the colleagues, most people who work there are amazing... but they always left... almost anybody there lasted past the 6 months.

The job itself isn't inherently bad, they're always hiring Account Managers (literally always, I'll explain why) and the position has you talking to the best and the worst of the world. People will yell and call you a government lizard (actual example) and others will be crying because they've fallen on hard times. You need thick skin and compassion to do this job.

The problem though lies inherently with CBV. They push their staff constantly to unreasonable levels that nobody stays. They have the highest turnover rate I've ever seen in a company. If you found them here on Indeed, I believe they advertise a 70% job advancement rate. That's sneakily true, as the few people that manage to put up with it are all that are left to promote. Management quits often too, so the positions are open.

They will be friendly at first. The trainer will be hilarious, your coworkers are nice. but the moment something goes wrong, like there isn't enough staff to cover everything, they will pressure you into filling that gap. They will make the bonus requirements higher so they don't have to pay you as much. They will make you hate your job, and guilt you into thinking that it's your fault.

So my advice; if you need a job and can speak English, can almost guarantee they will hire you. But keep looking for a better job while you're there. Competition is usually hiring and pays better.

Overall, my experience was just "okay" at CBV Collection Services. The pay is very low ($13/hr starting). Training is good and support from supervisors is good. But upper management does not care about employees and money is all that matters at the end of the day. 

As an employee, you are just a number and there are no issues with replacing you. Again, all about the numbers (money). 

It's good to have call centre experience and a collections agency is not a bad way to do it. On the phone, you will encounter some people that are super nice to the exact opposite of the spectrum with extremely rude debtors. 

This is the ideal job where you can get good call centre experience but not much responsibility. Just maintain a 85% of your quota and they won't fire you. 

If you don't hit your quota, they have absolutely no issue getting rid of you, just a heads up. The turnover rate is EXTREMELY HIGH and it's safe to say that it's probably at 70% if not higher.

Training is 2 weeks and there is a new batch of employees that get hired EVERY 2 WEEKS just to give you an idea how high the turn over rate is. 

They must have the busiest HR department that I know of. Constant paperwork for them. New hires, firing, quitting, etc.

CBV is the worst company I have ever worked for. 

Quota is everything and and training is minimal. 

Everyone is assigned a  "case load" but the person who logs the collection gets the credit for ALL the previous work. A huge percentage of long term staff maintain their numbers solely by stealing co-workers accounts, while doing absolutely nothing to collect on their own caseload. This is so common that you are advised on the first day not to discuss any accounts with co-workers. Staff who cannot maintain their numbers are routinely fired and with the constant poaching of files over 90% of all new hires are fired within the first 6 weeks. 

I watched one new person work on a file worth thousands of dollars - the one file was enough to put her way over her quota. She collected the first month and the second month a long term employee poached the file and claimed the collection, leaving this person short on their quota by a small margin. 
Even though she proved that she had done the work and that the file was stolen by a co-worker who has otherwise seriously under-performed (less than half the collections dollars) that month the new hire was fired for not meeting quota. The person who poached the file got a bonus.

I love working here at CBV, we are third party collections for Telus, I have met a lot of great people & made many friends. The people are down to earth and my manager is great. The only problem is they give you false hope for moving up in the company and you cannot move up very far within the company. The pay is not good, even for the hours we are here.. I can barely make it on my own in the city. I stayed for so long because of the people, the job is easy once you get through the 5 week training. it seems harder than it really is. its a high turnover job so there's always new faces. I would recommend coming here temporarily, if you want some work in between jobs. but its not a place permanently that's for sure. After a while like a year or more, you get fed up with everything, especially with their disorganization of the staff. its very high favoritism, so just make sure the managers like you and you wont have to worry about getting in trouble. Taking calls is the easy part. the system is easy once you learn it and talking to customers is fun but some of them can be mean you just have to learn how to deal with that but its not that bad.

A typical day at work is working on the computer and answering telephone calls from debtors, collectors, accessing the system as well as filling out online applications of the clientele.

I learned a lot of numerical abilities, proficiency using the computer as well as skills in communication, multi-tasking, organization, willing to learn, prioritizing skills and abilities to tend to do thoroughly with minimal supervision from supervisor and human resources administrative assistant. 

Management was excellent and cooperation of faculty was pretty good and decent comparing to other competitive agencies. 

Workplace culture was dynamic, respectful, broadly welcoming and diverse. Also, diplomatic with discretion and delicacy. 

The hardest part of the job was waking up and showing up everyday in the early morning. Even on weekends.

The most enjoyable part of the job was we get to wear jeans on Friday!!!!!

Already the job is stressful because of regular calls with difficult clients, as much as there are good employees, there are also many bad ones that will make the job as difficult as clients. Not to mention management is all over the place (some extremely unprofessional), and you are sure to be given extra work, even unrelated to what you signed up for without any rewards or increase in salary. I've had burnouts, stress, overworked and have been thrown around in multiple random responsibilities and unrelated departments, especially during the pandemic. They have hired new people for the same role as us even with no experience for a higher salary than those who have been there before them. These are all things I have shared with the management, yet everything remains the same. the experience on your CV is okay, but you can do better in countless of other places. I regret working here for as long as I did

Training is minimal and expectations about the type of calls you will take are not set in advance so new agents may be taken aback about the rudeness and abusiveness given to agents from debtors on  the calls. There are no meetings or offline time for development and coaching sessions are arranged when they find mistakes in your work, not as opportunities to improve your skills and usually mistakes are made because procedures were never explained to you. You are likely to be on a predictive dialler which will call the same person several times within a day even if they already spoken with you and/or they have asked for their number to be removed from the calling list.  If you want to work in a toxic or hostile workplace then this is a good choice for you.


This job is not as bad as what most people think, a day at work usually mean lots of contact with consumers about their past due accounts, We do have lots of different portfolios and various clients to work under, so we practically learn new things everyday. Management is amazing, very experienced and knowledgeable managers looking after a team of about twenty or more people with great supervisors under their wing too. Everyone around is super awesome, especially the more senior agents, really helpful and fun to work with. Main thing that's consider the "toughest" part of the job would probably be dealing with angry, irate consumers. Other than that, the environment is really great and fun to work in and it just feels like a second home.

CBV Toronto office used to be located at Sheppard and Yonge. It was a nice location with cubicles for every employee, and even with the open concept the place was cozy and a decent office experience.

The company was bought out and location was moved to Markham.  Agents are crammed into rooms to sit side by side and across from each other with small glass dividers that provide no privacy or sound absorption.  'Floor' agents can expect a loud environment.  The common areas are shared with a 2nd agency on the 2nd floor. 

Back office workers can expect a slightly better experience, but not a high salary.  Like all agencies, the salaries are low for industry standards. The best part of the job would be your co-workers.  Management is great if you help each other out. 
You are expected to learn as you go.

Top Job Titles	Average salary
Agent de recouvrement 15 salaries reported	$18.34 per hour
Customer service representative 5 salaries reported	$19.80 per hour
Technicien en informatique 2 salaries reported	$42,500 per year
Responsable des ressources humaines 2 salaries reported	$49,750 per year
Helpdesk support 1 salary reported	$47,500 per year

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