March 29 2007 by Ellen Roseman
Since I get many complaints about Bell Canada’s ineptness in dealing with customers, I did a recent column (March 24) asking readers whether Bell’s service was improving. The floodgates opened with complaints. I also heard from long-time employees who don’t like how Bell is evolving and who learned this week their retirement benefits were to be cut back. A demoralized work force can’t deliver great results.
Some common themes emerged:
* Bell needs an ombudsman or a central point of contact for complaints.
* It’s very hard to speak to a supervisor or get the names of anyone in authority. When Bell gives out phone numbers and email addresses for complaints, these often don’t work.
* Many customers can’t communicate well with outsourced Indian call centres. The people at the other end of the line have strong accents and don’t understand Canadian conditions or climate (often telling customers to go out on the roof in winter to check a satellite dish connection). Their technical knowledge is shallow, so they keep you waiting on the line while seeking answers to questions.
* Some call centre staff staff are courteous and patient, while others have an attitude of arrogance, insensitivity to customers’ time constraints and often just plain rudeness. Bell trains employees to talk about how much they care for customers, but the caring often falls apart in the face of strict rules that can’t be broken and an inability to resolve longstanding problems.