Bell ExpressVu reps treatment

  • Thread starter Thread starter mtlnorm
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BEV did drop some of the vendors for installation.
The ones that weren't performing the installations up to par.
They are also examining about 25% of the installations (post installation obviously) to ensure that the installers are : a) doing what they quoted and b) ensure that the install was a quality job.

When you call to place an order, the sequence is Front line phone representative (310 Bell or BEV directly) then to National install who arranges the appointment with a local install company. That install company then arranges for thier installer to come out.

The installers are given a time frame for each reciever they are to install and tehy get paid based on that. For example a 9200 install is quoted at 3 hours of install time and honestly, a quality, new install of a 9200 should take roughly that amount of time.

As for Agent Express V, I could go on and on about how the AHT numbers are very carefully decided on to give an effective representative more than enough time to properly help a customer.
But I'm not going to.
I appreciate her trying to assist.

Nem, who is clarifying some informational thingies!
 
It's actually 7$/kid/day...

Regardless, you have to agree that paying 14$ to only make 30$ is a lot...
 
And what's the big deal about accent? We have here in Quebec a good part of our population who are biligual, not to say trilingual for lots of our agent, when in most other Canadian provinces most people just speak English.

First requirement for BEV is to be bilingual. Agents go throught an English test before they are hired. If they are not understandable they don't get hired! I know, the HR person in my call center is a good friend of mine. He often refuses people for their English skills.

Accent has nothing to do with the agent capacity to fulfill you request...

I'll say that usually the clients that complains the most about that type of details are the one who themselves have a thick accent, like people from Pakistan and China.
 
I set my expectations extremely low whenever I need to call Bell for expressvu service

it is what it is so I live with it .
 
I just explained it on my previous post. Cerdits are usually treated in the week that the request is done (like all other providers)...but we give that delay in case the credit is requested in the wrong application, or gets denied so that we could rerequest it
 
Nemoch, I hate to say this but what on earth are you smoking......



Cabelage in Quebec and Total in Ontario were frequently above several other Vendors who retained their contracts. The weekly Scorecard shows this fact very clearly.

I can confirm that the new Vendor East of the GTA, Vu Point, is a joke. The quality of the installations are just laughable.

Express Vu chose to remove Vendors but not for Quality of work, Inspection failures for the two mentioned above were lower than most, so that was not the reasoning. Just what it was might never be known.

To your next point, ,

Express Vu's Manager that oversees this project, in fact it was his job to carry out inspections until quite recently, has never actually done an installation himself and still does not fully understand the complex issues that can occur. His right hand man, can neither read nor write English to a level commensurate with his position. The independent Inspectors have a background in Cable TV and again have never installed a single System.

The whole thing is a huge sham.....
 
After the experience I had, I strongly believe that the reps in the eastern call centre's should be re-tested or fired! I had someone come to my house today to re-point my dish and the man was spanish. The was no barrier in terms of undertsnding what he was saying and I didnt have to repeat myself! (he had an accent too) After telling this man the experience I had, the first thing that came out of his mouth was this: "its not the first time he has heard about the very bad experiences when customers call BEV" I just shook my head and the man went to his next job.
 
The software should take care of most of this but, from my experience, doesn't make it easy for CSRs. I discussed the channels wanted, in advance, with the other half. It took some effort to find channel lists and a *readable* brochure that described the channels available in each package. The Bell web site is far from user friendly and often ends up in a dead end when information is required. Some links are unreachable unless you know the full URL. I doubt many customers are as well informed when calling as I was. This is not the CSRs' fault but is the fault of EV/Bell due to their ever changing product description and broken web site. CSRs will mail out channel lists and brochures when requested but it is slow and time consuming.
 
I think foxfan was asking for an explanation as to why Bell credits don't show up instantly like SC or DirecTV. Why does it take Bell a week (at least)?
 
When you make a credit request it goes in the billing application. Someone at the billing departement then look at the request then decides whether they give or decline the credit...if the credit was requested in the wrong application it would be refused, but that doesn't mean that the client is not entitled to that credit.

What they use to do (and I don't belive they do it lately) is to send a coatching to the supervisor of that agent or to the billing responsible person at the vendor's site and they will tell the agent so that he could re-do the request.

I don't belive that other provider do apply the credits right away to the account. I belive they have the same procedure, they just tell things differently to customers
 
This is also reflected in the fact that most Vendors are very quiet right now as well.....

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.
 
hrmm, thanks for the info... i'll look into it.
that isn't the way it should be.
(obviously)


nem, who will investigate.
 
This is why Robert that I created a document, on my own time, at home, that all agents use in my call center where the channels are listed per theme pack, giving the number of each channel included in the theme. I've looked for this for 2-3 weeks when I got there.

They were offering me either channel listing by name alphabetically or by numbers, not per theme
 
With the increase of call centres, the quality will not increase if Bell continues with their very low standards of training reps.
 
I also find it interesting that 2 reps have different stories, but I do value their stories.
 
Credits are applied instantly at SC as has already been mentioned here.



I have seen the same on my account.
 
Language is absolutely a problem with Bell. I personally have had problems and arguments with Bell CSRs or TSRs because they did not understand what I was saying. I am VERY familiar with my setup and my receivers but when they can't understand the problem in the first place, they simply can't help you.

Even beyond the language barrier, some of them are missing common sense. I remember one occurrence when the rep said to unplug my receiver. I said to him that I have turned off my power bar (since it's in a very awkward spot). He said, no, you have to unplug it completely. SO I asked him, how did he expect the receiving to receive power, if the power bar is off and the receiver can not be powered on? I told him it's not a UPS. He continued to insist, so I just lied. Of course the following suggestion he made after that made no difference and required a receiver swap. But come on..... give me a break already.
 
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