Bell ExpressVu reps treatment

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What does this mean?

"And with the re-alingment of Vendors, 1 large Vendor in Ontario and another in Quebec loosing their contracts, it should reduce calls to the Vendor only call centres too"

I assume a "vendor" is a outsourced call centre? So Bell has changed outsourcing companies. I assume to get a lower price, but what is "vendor only"?

Agent Express V

"It's actually 7$/kid/day..."

No, it's actually $48/kid/day, all taxpayers in Quebec, and Canadian taxpayers thru unencombered transfer payments, pick up the other $41. Especially the "rednecks" you refer too.
 
Doesn't the CSR bonus depend on their AHT (average handle time)? Yes both the Bell bonus and the bonus given by the vendor I work for depends on it.
 
The orders are not handled by the CSR, but by our direct sales departement...in that sense it is normal that some of us won't understand all when you talk about a switch or not switch order! Seems like you run into a few not too knowledgeable agents... I know how to activate receivers and what charges customer should be paying. I also keep myself up to date on current promotions. It's true that there is lots of problems with OM and FWFM, which at the time is giving funny hours and lots of stupid CSR will give that time to the client, but then again this is a problem that is not CSR relevant, it's the system administrators at BEV who should have a look at that
 
BTW, speaking "good" English or French for that matter does not cut it and should not be considered a pass to be a CSR. Bell (as well as many other call centres) have a very low expectations in language ability it would seem.
 
I wonder how many customers read the manual before calling. It's probably a good thing the receivers set the clock automatically. Otherwise over half of them might be displaying a blinking 12:00AM. :D
 
Haha...isn't it ~200 pages? That's actually a good indication of how complicated the receivers can be for someone who is not up with technology. Thank God there's support.
 
You know it's funny but I have never had CSR try to sell me anything in any of my calls. I would also like to point out they have never fixed up any of my issues first go round either. I have come to learn that I only call them as a last resort so it minimizes my frustration level.
 
I agree with lots of you that are unsatisfied with the service... I would be too being in your shoe... Let me tell you why service isn't that great:

1) Reps are misinformed... We have an internal system to provide us the current information, but according to certain supervisor the system is right and according to another system is wrong! Story about the price increase in February changed about 10 times in my call center.

2) Training is too short...and not technical enought. They focuss too much on what programming is available, what each channel is and we didn't get to spend time playing with system, seeing how to do changes in account and so on. Tech was only a week...after a few weeks taught you realise that same problem comes over and over and you get use to it and know the troubleshooting by heart.

3) Rep don't have time...the bonus is calculated on the handle time. We have 600 to 650 seconds to do our greeting, assure that we are willing to help, go throught the pin protocole, go throught a troubleshooting or answer your question, solve your problem, discover your needs, make a sales attempt and put a note on the account. Wow! If they take longer...no bonus!

4) If agent didn't do the job right on previous call, then we can not really make a follow up. When you send papers in we don't neccesarly put notes on account. If you call to know if we receive it is impossible to know. Bell Express Vu has many call centers all over Canada... we can not know which one you sent it to.

5) Supervisors do not have "more power" than us, we all use the same applications. We can not transfer to a supervisor unless we tried to solve the problem first. In many cases supervisor will refuse to take the call saying that this is an issue that you could solve.

6) If tech doesn't show up...is not our fault! And we shoudn't be blamed or yelled at for that. I know how frustrating it could be, but...why to kill the messenger?

What do you, as a client think about that?
 
I must be one of the lucky ones but I only got one instance where the tech did not do is job correctly, and then again it may not even be the CS that answered my call but the tech who ended up with my problem between his hands. A second call corrected that. I have nothing but good comments for Bell Customer Service so far. I have never had to wait more than 3 or 4 minutes before someone answered my call. They have always been very helpful and polite and have all but once settled my problem on that service call, be it for BEV or Sympatico. With such a big subrscriber base, it is only normal that some will have problems while others will have nothing bad to say about the service. It is the same with every single company out there. I have been with Videotron and I must say that often their service was sub-par while others say that Videotron has the best service out there. The important thing is not to blame the CS himself for our problems or yell at them. It is useless and it is not there fault, at least most of the time. I honestly think that people who work at call centers for big companies like Bell are very patient or desperatly need a job because they take on so much abuse in one day. I remember back in 1997, I got a job to work for Bell Sympatico on the accounts side of Sympatico. You would not believe how much yelling and swearing I had to endure, and I was only sitting next to a CS listening to the conversations, nothing else. I quit that day because honestly, I would never take so much a buse without dishing it back out at the person giving me that abuse, and that would not be good for Bell lol.

I think people need to be more understanding towards customer service representatives.
 
Regardless as to what you make an hour and what your objectives are, I believe BEV really needs to focus on their horrorendous customer service skills. For one and not to discriminate, the language barrier at BEV is unreal! I am always having to repeat myself and its like what sylabol did you not understand??? Two, you really need to pay attention to the customers needs and instead of interuppting the customer, let the customer finish. I had five phone calls in two days and my issue is still not resolved! I sometimes wish I never moved outside of a Rogers area and I regret not choosing Cogeco in the first place!

One unhappy customer!
 
What bothers me is why Bell doesn't trust their CSRs to make corrections on an account themselves. Every provider I've dealt with from Starchoice to DirecTV are able to issue credits to an account instantly, while Bell reps need to fill out a damn sheet that gets treated in 4-6 weeks.
 
Sometimes taught clients king of think that when you have a slight accent you won't understand. I'm French and speak good English, altought I may have a slight French accent and I introduce myself with a French name...

Lots of agents in the Montreal call centers are Ha
 
I don't know from which vendor you are, but let me assure you this is not happening in my workplace. We get the story once and we get it right.



Tech training is pretty much useless unless you actually try to solve some problems. Granted, the training is sometimes short, but you learn much more when you're online. Plus, all the ressources to do a throughout troubleshooting are available to CSR. I think in the end it depends on the quality of the CSR.



This is a lot more than a quality agent needs, ON AVERAGE, to give a good and quality service. Plus, the 600 to 650 seconds is not the only indicator of an agent's performance. Quality is also one of the most important.



That is totally false. But I won't go in the details on that one.



I agree on that one.
 
Agent Express Vu, I brushed you with the same brush stroke as Express Vu Tech Rep, I apologize, you are not the company hack, but I sure think he is. Your post # 15 is enlightening and I would be glad to deal with you anytime. The other one, ughhhhh shudder, no thanks.
 
I think that the price of daycare is not our topic here...
You all understood that Agent Express V was saying she is paying 7$/day, she never said the service cost in all 7$/day.

I personnaly think that it's really good that they created that programm in Quebec. Lots of single mom, like Agent Express V probably woudn't be working if there was no 7$ daycare, therefore costing you more taxes

I don't understand why you people always pick on Agent Express V, she is just trying to inform us, on her own time of what's going on.

Agents are doing their best for most of them, but they seem to have so much pressure...amd belive me they try to sell on every call, at least when I call. I belive they loose points if they don't
 
I just got off the phone with Bell and it was absolutely sad. The issue I had was that for some reason 2 of my 4 receivers were not calling bell to update them with location id, etc. The rep had such a strong accent, they were tripping up on simple words. I told him that the diagnostics were functioning when I'm off the phone (obviously). He was trying to tell me that I should bring up purchase history on my receiver and see if anything shows up there in 24 hours. I asked why? I have not purchased anything, he said oh, why did you unplug the receiver then? I said...I told you, I did not unplug the receiver!!!!! I was called by bell to call you guys and give you the information you require so you have an up to date receiver list. Then he started to try to tell me that receivers can only receive and that the only way the receivers can give them information is through the phone line. Why is this guy working for Bell support!??!?!?! He is unable to understand me and unable to convey to me what he wants to try. I told him that I wanted to speak to someone higher than him, a third level or what ever you call them. He put me on hold for several minutes only coming back to tell me that no one is available. How convenient. After going through the same tests 5 times in a row, he said that there must be a problem on their side. So I got his name and his agent ID so if I get another call from Bell to update this information again, to talk to him. I have 0% confidence to any Bell customer service rep. Every time I call, I get someone who either has no idea about the technology or does not speak english. Sooooo Sad.
 
Call the MRVP (Multiple Receiver Verification Group) directly at 1-866-353-9152. If someone called to verify the location of your receivers, they are the ones. The representative you spoke to could have made this call so easier...they just had to transfer you to that group!
 
Sorry, should have made that clearer.

Vendor = Installation Company.

Express Vu sub contracts out almost all of its installations, they just dispensed with 4 Vendor across Canada.

I imagine calls to the "secret" Vendor call centres will drop because Techs should call Vendor first for most issues. Therefore less calls to these locations and the possible movement of staff around in other call centres.

Also Techs are not calling as often because they have access to a voice operated system called SEFAS for clearing some calls, again resulting in less calls to a call centre.

Did Express Vu move Vendors to save money.? Well I doubt it, all Vendors get paid the same for each installation activity, so no savings here.

My guess was performance, until I obtained some figues on that and even that made no sense. They removed the Vendor's who were in 4th, 12th, 14th & 16th places out of 16 (I think). Things rarely make sense in the Express Vu world......lol
 
It is interesting that Bell can turn you on (dish only) almost instantly and bill accordingly but it takes up to 30 days to fulfill a request to be turned off and of course Bell bills for this extra time.
 
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