Hello Cd's,
Is there any Insider from Bell Canada to tell me if their CSR team has been fully outsourced to North India before 45 days/
The reason being that when ever I had called (before 45 days), I always speak to a Canadian born / educated person and get proper answers / service to all my queries. But now, I find that all the calls that I make to Bell canada is being answers by a typical north Indian accent .
My 2 top peeves :
1. I had called up Bell Canada before 20 days and has asked them as to why my bill suddenly shot up from $40 to $62 (Residential phone line). The CSR took about 25 mins to understand my query (during this time, he was just reading the figures from my bill) and after 5 mins of fumbling promptly cut the line. I called again the next day and this time, the CSR (typical North Indian accent) gave me a ref. number and told me that a person will call to answer my complaint but no one called. i will call them tomorrow and find out.

2. I have received 5 cold calls from Bell Canada. the person had one of the worst NI english accent. He always first starts by telling that as a valued customer of BELL who pays the bill regularly (i actually donot), that BEll is offering me 3 months of free sympatico high speed internet. When I told him that I already have BELL high speed internet, he then tells me that my TV is with Rogers and that I pay around $60 for my TV cable. When I tell him that my bill is around $35 then he tells me that I might be using basic and offers to give me satellite having 200 or so channels for a $ amount price. When I tell him that I am in an apartment where satellite is not allowed, he immediately cuts off or askes me to refer him any friends that might be using Bell residential services without any further services from Bell.
He ended his call today by telling me to have a wonderful day at 9:40 pm in the night.

Request : Does any BELL insider / employee of BELL Canada know the reason for this pathetic customer service. Is there any way that we can write (e-mail) to the concerned official at BELL Canada asking him to explain to me (as a valued customer) why their CSR service / cold call service is so pathetic and ill informed.
Any help/ information appriciated.

Peace by TK

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I am a Gents and not a Ladies.

If you were talking to any India based CSR - NI or otherwise, chances are you will be hearing perfectly NA accent and you won't know it. Last I heard on Bell Call Center was that they were bring it back to Canada from India (this is Feb news). Chances are you were talking to the India based call center 45 days back and now to some one local!

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Originally posted by tamilkuravan

Hello Cd's,
Is there any Insider from Bell Canada to tell me if their CSR team has been fully outsourced to North India before 45 days/
The reason being that when ever I had called (before 45 days), I always speak to a Canadian born / educated person and get proper answers / service to all my queries. But now, I find that all the calls that I make to Bell canada is being answers by a typical north Indian accent .
My 2 top peeves :
1. I had called up Bell Canada before 20 days and has asked them as to why my bill suddenly shot up from $40 to $62 (Residential phone line). The CSR took about 25 mins to understand my query (during this time, he was just reading the figures from my bill) and after 5 mins of fumbling promptly cut the line. I called again the next day and this time, the CSR (typical North Indian accent) gave me a ref. number and told me that a person will call to answer my complaint but no one called. i will call them tomorrow and find out.

2. I have received 5 cold calls from Bell Canada. the person had one of the worst NI english accent. He always first starts by telling that as a valued customer of BELL who pays the bill regularly (i actually donot), that BEll is offering me 3 months of free sympatico high speed internet. When I told him that I already have BELL high speed internet, he then tells me that my TV is with Rogers and that I pay around $60 for my TV cable. When I tell him that my bill is around $35 then he tells me that I might be using basic and offers to give me satellite having 200 or so channels for a $ amount price. When I tell him that I am in an apartment where satellite is not allowed, he immediately cuts off or askes me to refer him any friends that might be using Bell residential services without any further services from Bell.
He ended his call today by telling me to have a wonderful day at 9:40 pm in the night.

Request : Does any BELL insider / employee of BELL Canada know the reason for this pathetic customer service. Is there any way that we can write (e-mail) to the concerned official at BELL Canada asking him to explain to me (as a valued customer) why their CSR service / cold call service is so pathetic and ill informed.
Any help/ information appriciated.

Peace by TK

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Hello TK,

Why do you single out Bell Canada ? Many companies are in the same boat

First of all we complain that all the services are expensive. Then some companies try to cut costs and one of the ways is outsourcing.

Cultural differences will be there, there is a learning curve. We should be patient with these guys, for that matter with any CSR in India or here even when face to face at any retail store. A bit of compassion helps.

With regards to your complaint about marketing calls, this is understandable.

I would suggest you send an email to their business office -thru their website and I am sure someone will contact you and set things right.

I do not expect or want a response, just point out how impatient we are and a bit of compassion , understanding stress of others wold help.

Regards,
Rajiv

I had a major issue with Bell CSRs and took several weeks and several hours before I could get an answer. No matter Canadian or India I had lot of trouble. Only good part was everyone was polite but did not know the answers. Found following info on net and problem got solved within couple of hours. Also many of the CSRs are contractors who have limited access. Chances are that you will be directed to contractor before talking to actual Bell employee.

Kevin Crull
President - Residential Services (Expressvu satellite TV, Sympatico internet, and wireline phone)
kevin.crull@bell.ca
ph: (416) 581-2923
fx: (416) 593-1338



Hope this helps.

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Originally posted by rajivjuthani
Hello TK,
Why do you single out Bell Canada ? Many companies are in the same boat
First of all we complain that all the services are expensive. Then some companies try to cut costs and one of the ways is outsourcing. Rajiv

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BC CSR is located at New Brunswick. In India they have Internet technical help and Bell TV. Try to do chat with them. You will have record. They may not be able to understand you fully.

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I am a Gents and not a Ladies.

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Originally posted by tamilkuravan

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Originally posted by rajivjuthani
Hello TK,
Why do you single out Bell Canada ? Many companies are in the same boat
First of all we complain that all the services are expensive. Then some companies try to cut costs and one of the ways is outsourcing. Rajiv

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Rajiv,
I have used the CSR of many companies incl. Rogers, Citibank, Royal Bank, PC master card. I have never had poor customer service as BELL. and BELL's fees is very high. They are not cheap cost anyways.

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BC CSR is located at New Brunswick. In India they have Internet technical help and Bell TV. Try to do chat with them. You will have record. They may not be able to understand you fully.

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Yeah. This guy must be the one from North India. He was trying to sell me the satellite dish of Bell all the time. The first time, I told them that since I was living in a condo. we had rules that we could not put up a satellite dish. I am pretty sure that it was the same person who called me 5 times. Most likely the guys are assigned areas, unless just one person handles the whole of BELL TV cold calling.

Peace by TK

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