sales representative

sales executive

ambassador

sales manager

director of operations

SureCall Contact Centers

I was an employee at Surecall Contact Centres for around 11 months. In the beginning, i worked with roadside assistance, but after around 8 or 9 months of the running of that particular area, a commotion of things happened, and the contract ended up falling through. Some of us were offered new positions, and some of us were not. The issue was that, when they handed us our termination letters, they said that it was because of the company regrouping to the states, but in reality it was going back to the old call center that they originated from. That should have been the biggest red flag for me, but unfortunately i did not notice this at the time.
Afterwards, I moved on to the other side of the call center, where we were basically an answering service for over 400 companies. The call volume was much lower, and the calls were shorter. I was extremely grateful to have another job doing easy tasks. The trouble first started when I started to have personal life issues, and had to reduce my hours of work. I would like to point out that the schedule of work was not uploaded 2 weeks before as per normal business standards, but rather 5 or even 4 days before, and even then with no notice. I asked to reduce my availability, and they refused, stating that a lot of individuals had quit and therefore the amount of call volume was too much. The actual director of the call centre is someone who is nice to your face, but definetly tries to screw you over behind your back.The entire management team are ones that make sure you know that they are above you, even though their company motto says the opposite.
 They then try to train you again, this time more accounts that are a lot more harder, and more time consuming, but expect you to be quick on the calls. Keep in mind this is all for 15$ of pay. Stay far far away from this place if you can.
Big shoutout to my old coworkers though, you guys were real ones.


If you value your mental health, self-respect, or basic human dignity, do yourself a favor and stay far away from this company.

The work environment here is toxic beyond words. It is dominated by favoritism, cliques, and an obvious “in-group” mentality. If you are liked, you’ll be placed on a pedestal and given opportunities. If not, you’ll be isolated, micromanaged, and pushed out — either through unbearable treatment or by being directly fired with no attempt to help or support you.

Management does not treat employees like people. If you’re struggling, they won’t lift a finger to help you improve. Instead, you’ll be told to “watch the videos” while being set up to fail. There is no help, no guidance — only constant pressure, surveillance, and criticism.

Supervisors (“gurus”) behave like tyrants, yelling at employees and expecting perfection for minimum wage and no benefits — benefits you would need badly to cope with the crushing anxiety and depression this job creates.

Scheduling is chaotic and disrespectful. You are given the schedule just a few weeks ahead, making it nearly impossible to plan your life. If you need time off, you’re expected to find your own replacement — management won’t support you.

The culture is relentlessly fake. Managers may smile to your face, but behind closed doors, you are treated as completely disposable. There is a constant, overwhelming sense that you are just a number, not a human being.

Bottom line:
This company fosters a hostile, demoralizing, and psychologically damaging environment. You will not be valued, supported, or respected here. Protect yourself — look elsewhere

This is not a company you feel proud to work for. They gloss over the actual dynamics of working here with all their awards and accolades but none of those benefits trickle down to the front line staff. 

They promise full time, flexible hours but will cut your hours down to part-time just because of "volume" and force you to not qualify for benefits anymore. They only provide benefits to full-time staff. They say they cut your hours due to call volume but yet continue to hire more and more untrained agents and take hours from you to give to them. This makes what little hours you have left more stressful by having to constantly help the newer agents. If there are not enough hours to provide to agents who have been dedicated for 3+ years, then why keep bringing in waves of new people? 

They throw a lavish holiday party every year around Christmas but I, for one, would be more appreciative of a Christmas bonus to make up for feeling screwed the whole year by low wages, low hours, stripped benefits etc. 

Those awards they consistently brag about and achieve every year? They are earned because of front line staff pulling together and working their butts off amidst constant pressure to perform nearly perfect and do we get any reward for our efforts like bonus pay? No, just a holiday party that you can only attend if you are located in the same city and don't have a demanding home/family life. 

If you've ever worked for a professionally organized company who show value in the work you do, this company feels like a joke in comparison. 

It's just a job...

It's not a perfect job, you won't get much in the way of company culture and you'll want to have a firm grasp of your rights and labour laws, but at least the people and pay were pretty good.

Day-to-day is taking calls for a large variety of individual companies: Whistleblower hotlines, after-hours answering services, customer support lines, all sorts of things. As a result, the training is very generalized towards each kind of service rather than for each individual client.

Support structure is non-existent; all CAs are expected to help each other between calls, while supervisors ("gurus") are often very busy themselves. If anything throws you off on a call that the training didn't prepare you for, you'll often be waiting minutes before getting help with it. Their communication system is also extremely outdated and outright buggy, it was extremely common for people to not see each other's messages at least once a day.

Make sure you're up-to-date with your applicable labour laws, as there were multiple times where I had to point out an error in order to receive what I was owed.

The pay was more than fair, raises were fair, I felt like there were ample opportunities to advance if desired, and I liked having banked time rather than overtime pay. Coworkers were great, but that might just be the shared Stockholm syndrome.

I worked here for 2 years, it's a terrible company to work for, the money sounds great and its not bad, but you will be over worked and  exhausted, the management doesn't really care, most of them are related...the operations manager gets paid to do nothing cause he dated the owners son.....they pretend they care but they only care about the bottom dollar that is why you get in trouble for taking washrooms breaks......it was wonderful when i first started then things started changing and it became a horrible place to work....I stayed cause i thought there was nothing better thankfully I got fired....and it was a blessing.....I still talk to people who are working there and it is getting even worse.....if you can avoid working for this company, the biggest insult was this company sent us a card for christmas with their slogan...nothing personal at all...just a cheap card with the new slogan.....I wouldn't care if we got the holidays off, but this company relies on us to work holidays to line their pockets....I would think that some appreciation even like a $20 Tim Hortons card would be a nice considerate gesture...specially when we are giving up our holidays and time with our family to line the owners pockets.....that is how they treat the employees.....it's disgusting....and don't expect any help from management unless you are doing something wrong........run away.....fast, don't get stuck with Surecall!

I was referred to Surecall, so my interview process may have been a bit different than others. 
This was my first job ever, which was good for the experience. I have been here for one year and I would not recommend it. I work remotely, but even remote they find a way to nag at you - if you are a minute or so late because their system is laggy (genuinely feels like you are dealing with a 1998 program), they will write you up and warn you, and deduct your hours. 

Breaks are not paid and very short. If you work here, just go part-time. Full time is not worth it for the rate they offer. It will drain the life out of you and you will have no time for anything else. I wake up, go to work and then go to sleep, it's a mundane cycle, there is no balance. 

The gurus have some kind of power trip and will nag at you for anything they can, being late, not being on ready (even if you are, it won't show on their system because of course it doesn't.), not reporting a tech issue even though there were no gurus available when you called, etc. 

Just skip this altogether, you'll save yourself a LOT of time and your sanity.

After reading all the reviews, Please keep in mind that surecall is a Contact Center and like all contact centers, None are perfect. As a present Surecall employee who wasn't asked to write a review, I will put an honest review up for those looking to apply. 

Is Surecall a good company: One of the best

Of course it has some improvements to achieve still and I will mention some below, they do care for their employees but they need to achieve being fair with each individual. When it comes to Salaries/Wages, Make sure you get hired at the right time because a couple months down the road, they will advertise the same position at a higher salary. They'll tell you it's because it's a higher group with bigger responsibilities however, when they train in house agents on bigger accounts, they don't offer them the relevant wages to go with it. I have to say this is the biggest issue that needs to be addressed. 

We get Paid breaks, Paid Vacation, 5 Flex days a year, and the support is there when you need it. I would definitely recommend Surecall Contact Centers to any friends who were looking for a good customer service job.

I was hired to start when they brought on a new contract for roadside assistance. Training was supposed to be 2 weeks long, it was then extended to 3 weeks and then almost 4.5. When asked about when we were getting paid for our training there was no transparency and they were very quiet. There were days where we sat and did nothing, which was fine considering we were getting paid, however, we were still expected to find something to do even though there was nothing to do. The “Team Lead” that was a part of our training group was very unpleasant. She was condescending and rude, you could clearly tell that she was more interested in the older employees because when it came time to decide whom out of the group would also become Team Leads she chose those she sat next to instead of those who showed appropriate qualities to do the job. She would tell others to put their phones away then not 10 minutes later she would have hers out discussing recipes with those around her. The schedules were continually messed around with and there was no respect for days employees could not work due to schedule ect. Overall not a great experience. Especially for the wage offered.

So I have been employed with SureCall for a little over three years now.  So far it has been the best job I've ever had.  A typical day consists of taking numerous calls for a variety of different companies.  It is never the same work day twice.  Every day brings different calls and it's own set of challenges.

The staff are amazing.  I haven't met them in-person, as I work remotely from another province, but they are easy to approach and always willing to help.

The toughest part of the job for me?  Well I guess it would be sheer volume of calls we get sometimes.  It can certainly be challenging at times but it's nothing that we cannot handle as a team.  In contrast I think the best part of the job is the people.  When I say that I don't just mean my coworkers but also our clients and the people who call in for help.  It gives me a sense of accomplishment when I'm able to solve a callers problem and leave the call with a smile on my face :)

Overall I love my job, even at the difficult points, because I know that I have everyone there backing me up.  We are not just a company, we are a family :)

It's been a little over a year since I've been working at Surecall and I  have nothing but amazing feedback for them. 

There is always something new to learn and always fun wherever I go.  There never is a dully moment with my friends and family within the Surecall Family.

The best part of this place is the people and work culture. They are go above and beyond to welcome you as part of the family and really listen to your wants and needs as an employee. They also really do put their values first and always prioritize us agents; as the front line for this company I always value their support. 

The hardest part about this job is sometimes scheduling is a little hectic due to it been a 24 hour contact center but it's nothing that management will not work together with you to compromise the best possible schedule that works for the agent and the company.

I am still employed with Surecall and hope to have more years with them.

Top Job Titles	Average salary
Sales representative 48 salaries reported	$48,667 per year
Sales executive 41 salaries reported	$48,913 per year
Ambassador 12 salaries reported	$16.13 per hour
Sales manager 21 salaries reported	$79,167 per year
Director of operations 6 salaries reported	$70,000 per year

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