Small Business Specialist (Ancien employé) – Saint John, NB – 6 juillet 2019
Recently left my job working as a Small Business Care Representative for over a year in a call centre. With call centres of course, comes stats & metrics that you must meet. I will list a few of these metrics and how Abel makes it next to impossible to achieve them.
- Transferring Calls - Yes, if your transfers are too high... you are penalized for it. Unfortunately... more than often our calls get escalated to supervisors because the customer is not satisfied with what we have to offer. This is beyond our control & we can only deescalate for so long. If they want a supervisor... we need to transfer that call.
-Cancellations- This is where Bell makes it extremely hard. Customer will call in who have been with Bell since the 90’s, are upset. Loyalty gets you NO WHERE with Bell & usually they are calling in because they were made an offer with the competitors that is a great deal. Bell does not care to compete...nor does it do ANYTHING to keep loyal customers onboard. If this customer cancels (& rightfully so)...YOU are penalized.
- Handle Time- You are scored on your average handle times for calls...meaning on average how much time you are spending on calls. Now with the systems Bell uses (SUUUPER out of date)... more than often your system will crash. Multiple times in on go. So what should take about 5 minutes start to finish...now becomes a 30 minute call because Bell CANNOT be bothered to fix their systems. And guess what... that is on YOU. Bell has NO problem ripping off millions of customers every day with ridiculous price increases and what not...so obviouslyplus... they have money. But where is the money going because your “valued agents” are using unreliable software from the stone ages.
These are just a FEW of the many issues you will face working with Bell. Bell does not care at all about employees...because they see you as replaceable. You will basically be doing their dirty work & be expected to be verbally abused all day, everyday for this companies careless mistakes.moins
Technicien (Employé actuel) – Ottawa, ON – 16 septembre 2019
Terrible place to work at. Fellow technicians are amazing but management does not support people with families avoid if you can. Bell Let's Talk is a joke for internal employees who get treated poorly every single day. changing shifts last minutes taking days off away.