drjp81
join:2006-01-09
canada
 ·TELUS
·TekSavvy Solutions..
1 edit | reply to lol2
Re: Bell to get rid of 2,500 managers - save big $
said by lol2 Bell outsources approx 50% of their calls to companies that pay little, next to no benefits if any at all. And also outsource overseas taking jobs outside of Canada. Meanwhile...raising prices.
I was pointing out you called the outsourced company's workforce ,"outsourced employees" they are not bell or sympatico's employees and their working conditions are strictly between them and their direct employer.
As long as there are no international human right violations bell's business as usuall is on par with Calvin Klein, Dell and Nike and any other company that outsources labor.
As a general rule, when you buy a newspaper, you don't rag about the paperboys' low pay and conditions, but you will complain if they increase their paper's price.
As for having me having my head in the sand, I said Bye bye to Sympatico a while ago and am now dropping them as my phone carrier.
So, ding dong, you're wrong. |
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mordin
42 inches of 1080p
Premium
join:2005-05-28
Moncton, NB
| reply to lol2
said by lol2 :
companies that pay little, next to no benefits if any at all.
The Bell outsourced call centre down here paid a starting wage of $12 - 14/hr, had full benefits (drug, medical & dental) and paid sicktime & vacations. That was good money for what you do compared to minimum wage jobs. If the people you knew in Montreal couldn't afford to raise a family or pay rent then they have 2 choices - find a better job or move to where the cost of living is lower.
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Intel P4 2.8 800 fsb, Asus P4P800 w/1GB PC3200 DDR RAM, 512 MB GeForce 7600GT, SB Audigy Gamer, DVD-Rom/CD-R Burner & LG Duel layer DVD Burner, 320 & 120 GB Internal & 2x 250 & 3x 500 GB External hard drives & Samsung 226BW 22" LCD Monitor |
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Outsourcers_rus
@cia.com
| reply to lol2
Wrong wrong wrong.
Many call centre employees, even outsourced, get a decent wage. It is not McDonalds type pay. Companies that do this type of work might inlcude Expertel, Teleperformance, StarTek, Convergys, Satyam and Sutherland Global. I think that in Canada, they pay between $12-$18, determined by a mix of Bell and the outsourcing firm. Many also get company sponsored benefits... outsourcing firms try to keep churn low by not being terrible workplaces, although stress is an issue.
And the Indian firms pay competitive wages in their market, and it isn't like 50 cents and hour or anything. And an education is required... they aren't picking people up off the streets or the farm and putting them in a call centre. |
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Bellundo
@teksavvy.com | reply to drjp81
I doubt the banks can float the debt. The smart money is still short on bell's stock. |
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DissapBell
@bell.ca
| reply to lol2
said by lol2 :
some companies use "external help" for campaigns, or during times of increased call flow. Bell outsources approx 50% of their calls to companies that pay little, next to no benefits if any at all. And also outsource overseas taking jobs outside of Canada. Meanwhile...raising prices.
I think you have your head in the sand drjp81. This is not "external help"... this is business as usual for bell.
I guess you have no problem when US car companies take back jobs to US and shut down factories in Canada.
They are just making sure jobs stay in US. Same goes for Dell call center closed in Canada.
Most Canadian companies moved manufacturing to China. Bombardier, Nortel, Celestica moving factories outside back to US or Mexico etc.
So when all these jobs were in Canada, with high salaries, health plan, satisfied and "Cultured", Fluent English speaking...etc..etc.. Sympatico was great right, never anybody had any problems. right??? |
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En Enfer
This account has been compromised
join:2003-07-25
Montreal, QC
·VIF Internet
| reply to Outsourcers_rus
The last conversations in this thread shows we have different views about indian calling centers. Now think the other way around. They probably see us as rich and dumb people living in castles, just like Céline Dion. If your internet isn't working, that's because you did something stupid.
Another thing to consider, let's say you live in TO and you received bad service "don't care about you" attitude from an employee (let's say, billing) who also lives in TO, you will ask for his name, but some people might be tempted to find his name/address in the 411 and give him a personal taste of your mind.
So far, all threads related to indian call center reveals a high percentage of "don't care about you" attitude dissatisfaction and, just like spam mail, you know that if you succeed in booting him out of his job, another worse idiot will replace him anyways. Their names sounds the same.
Come to think about it, are we, Canada and US, the only countries outsourcing calling centers to another "cheap labour" country? What about Argentina? Spain? Israel? France? Deutschland? Sweden? UK?
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"I unofficially declare Beaver Hunting Season is on!" (© DR_JAYMAHDI) |
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sbrook
Premium,Mod
join:2001-12-14
H0H 0H0
 ·Rogers Hi-Speed
Host:
Rogers
Bell Canada
| Good grief you guys ... can't you leave these inflammatory topics alone?
The fact is that most outsourced call centres will not supply the same level of customer care as an inhouse centre because there is NO EMPLOYEE LOYALTY to the company for whom the employees are trying to provide support.
That doesn't matter if the outsourced centre is in Toronto or Delhi.
All that matters to most outsourced centres is closing calls. The metrics are "How many calls have you closed today?" "Employees are empected to close 9 calls per hour, you close 6, you're fired!"
If you're being measured by that metric, would you give quality service?
The significant issues with off-shore outsourcing are ability to communicate with the customer and adequate training in the products they're trying to support.
ANY OTHER issues are political and as such are not germane to the discussions in this forum. |
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Outsourcers_rus
@cia.com
| Yay sbrook!
You hit the nail right on the head: outsourced whether next door or around the world yields worse service than internal when it comes to getting things done, especially if there is anything not standard about your account/service/request.
Contrasts internal vs. outsourced:
Gets incentives based on the performance of the company and metrics vs. may gets incentives for metrics (shortest handle times or most sales)
Has access to all useful tools vs. has access to some limited tools
Works alongside higher tier support and learns from them vs. escalates an issue and never sees the solution
Flexibility in dealing with certain issues and with handle times vs. rigid procedures and fixed maximum handle times
Has a vested interest in the performance of their product vs. has a interest in having the best stats to get a raise or become a salaried employee
Has long-term career ambitions with the company vs. short-term stopgap employment (100-200% churn per annum)
For more, read the study mentioned on ArsTechnica about offshoring/outsourcing and quality of service. |
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Deadpool
Go Sens Go
Premium,VIP
join:2001-03-29
Canada | reply to CanadianIron
»money.canoe.ca/News/Other/2008/0···-cp.html |
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marcbase
join:2008-07-31
j3y-8v5
| reply to CanadianIron
For people that are not in the business, what happened.
If i am correct, more IT guys in canada and outsource employee got kicked out. (I am not sure i understood that article very well, my english is not perfect  ) And they are going to invest in defense projects and training softwares right? |
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Deadpool
Go Sens Go
Premium,VIP
join:2001-03-29
Canada
·Bell Sympatico
| It basically points out that BCE has started not only to cut back it's workforce, but it's also selling off pieces of the company one by one.
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Disclaimer: If I express an opinion, it is my own opinion, not that of Bell or its related companies. |
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marcbase
join:2008-07-31
j3y-8v5
| reply to CanadianIron
profits went down 45.9% with bell
HIGH FIVES
»argent.canoe.com/lca/infos/canad···id=NB416
its in french |
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Deadpool
Go Sens Go
Premium,VIP
join:2001-03-29
Canada | Q2 Results:
»bce.ca/en/news/releases/corp/200···827.html |
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travisc
join:2001-11-09
Port Perry, ON | reply to CanadianIron
Internet subs dropped by 1,000 - first time it went down, isn't it? |
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marcbase
join:2008-07-31
j3y-8v5 | reply to CanadianIron
45.9% losses this semester |
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BryceS
join:2007-09-17
Waterloo, ON
| said by marcbase  :45.9% losses this semester Please finish that sentence. |
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marcbase
join:2008-07-31
j3y-8v5 | reply to CanadianIron
They still made profit, but 45.9% less then last year, so were on the right track |
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travisc
join:2001-11-09
Port Perry, ON | You can't simply make that comparison, as the comparable period included results from Telesat, which was subsequently sold. |
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marcbase
join:2008-07-31
j3y-8v5 | I think you know when a company is in trouble when it loses 300 millions then gets rid of 2500 managers to save 300 millions. Lets wait for next trimester but my forecast is losses again. |
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travisc
join:2001-11-09
Port Perry, ON | reply to CanadianIron
I'm not saying they don't have challenges, it's just that people like to seize on misleading or inaccurate numbers and make sweeping generalizations which don't take into account the complexity of the situation. |
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