Symtex
join:2005-04-06
Verdun, QC
| Bell is going thru a big transition
As you might of notice lately, when you call Bel, you will probably be transfer to 4 or 5 department before you find someone that could help you. This is very frustrating for customer.
With the arrival of Dry loops, VDSL and Digital Voice, the bell employees are having a hard time understanding all theses new technologies. Even though they received training, it's going to take sometimes before things go back to normal. |
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p200002
join:2001-12-26
00000 | I don't see any confusion here. For VDSL including TV, Internet and telephone, I just call VDSL hotline and follow the instruction. |
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anonymtech
@2.0.x.x
| reply to Symtex
Actually they are hiring 500 Arvato tech and transfer their SNET department to Montreal and kicking out their employee at Bell Sympatico in only a few months (around July) because Arvato is cheap labor so that's their big transition. They actually make a ton of money but transfer fund into other BCE company like mobility that have some problem and claim that Sympatico make a 20 millions or so deficit to justify this drastic cut when in reality Sympatico could never have been better financially. Sound like they could be into trouble for doing that. |
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kevmetric
Competition, Open And Free Markets
join:2002-01-15
1 edit | I thought that Teleperformance (ex-Sodema),
Clientlogic, Calian, Anjura, and similar's
$11 per hour (sometimes $12/hr) was bad.
I think Arvato cut that to $10.50.....
See here:
»tinyurl.com/9tndh
gez. |
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pwn2009
Powdered Toast Man
Premium
join:2004-03-20
ComeByChance
| said by kevmetric  :I thought that Sodema's (Teleperformance) and Clientlogic's $11 per hour (sometimes $12/hr) was bad. I think Arvato cut that to $10.50..... See here: » tinyurl.com/9tndhgez. that one doesn't look like tech support, prolly some other csr for bell, 10.50 for only "high school" thats good
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2006 - Year of the Dog |
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anonymtech
@2.0.x.x | reply to Symtex
That is unfortunately the truth they will replace all of us so we are SOL. You get tech from around 15$ to something around 10$. And they say they are not satisfied of our work. I would like to see their face when we will be gone. |
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dirtyjeffer
Oh Yeah
Premium
join:2002-02-21
London, ON | reply to Symtex
well, the customer always wants lower and lower prices...people are always the first to go. |
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Cheetostech
@zmoz.us | reply to Symtex
How certain are you guys that they are replacing all the employees from Sympatico? I only heard rumours,but if its true its time for me to start packing. |
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kevmetric
Competition, Open And Free Markets
join:2002-01-15 | What does "Sympatico Employee" mean ? Someone who
is not outsourced ? I see that Michael Sabia is
paid $1 million per year to come up with
even more outsourcing and low-balling strategies,
such as this one, if it turns out to be true. |
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bond787
join:2002-06-25
Guy | reply to Symtex
It will end up in India in the near future, if big US Co. like Cisco Netgear and linksys makes the move so can Bell they are all looking for cheap labor |
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anonymtech
@130.94.x.x
| reply to Symtex
Bell Sympatico have Ottawa(160 Elgin) and Montreal and they have their own "inhouse" department, the people there work for Calian or Anjura that are on contract and most employee are from them but they also have what we call BIMS employee that are directly paid by Bell.
Usually when there is another call center open in the same city for a single company usually the newest stay the oldest get close and it seam to be this pattern now. Arvato will hire about 500 or so employee that will start with 10.50 and not much chance to get higher than than with the time.
I think it's clear enough after all that when they will move a dapartment to Montreal that is a watchdog for Sympatico, well that Ottawa(160 Elgin) will be close as what Sympatico is concerned.
What piss me off the most is that they make tons of money and the pay the other BCE company like Mobility because those are having a bad time well they say they are 20 millions under budget(strange that this number never change after several month) and they will close this center because of this and open another one cheaper.
I though this was illegal, you either close or stay open, not closing one that cost more and opening a new one with lower wage, is that illegal??? |
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Cheetostech
@zmoz.us
| reply to Symtex
Well one things for sure is that Calian\\\'s employees at Sympatico will loose their job since Calian posted on their site stating that the contract with Sympatico is no longer renewed. I think Bond787 is right and eventually everything will be moved to India to save money. Its just isn\\\'t fair that the big shots at Bell can continue making big money while the little people that work for them loose their job, but I guess that\\\'s how the world is. Wished they used the money they saved to upgrade their network instead of giving it away as bonuses to the big shots. |
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dirtyjeffer
Oh Yeah
Premium
join:2002-02-21
London, ON
 ·Rogers Hi-Speed
| reply to Symtex
if it makes you feel any better, the bonuses have been less over the last couple of years, and Michael Sabia has turned down his bonuses 2 of the 3 years he has been in charge (i think each bonus was around $700,000).
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"You seem to be looking to buy, but perhaps you are only curious...I think you are buy curious."  |
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anonymtech
@verio.net
| reply to Symtex
It won't go to India, we have all the those guys here already in Canada anyway, no offense to them. They open calls center and most of the people that are willing to do this job are from India. I suppose their condition in their country are not really good so 10.50 a hour and they jump like if they have win at lottery but after several month they recognize they got screwed and lose their job.
I can tell you that all the calls center are in Canada and will stay there. Too many customer would cancel Sympatico if it was outsourced to India especially that all agents without exception can see your credit card or bank number and they have more than enough info to do purchase on your behalf. So it's better to have this in Canada in case something happen.
Anyway we will see how it turn in July how far they are willing to go in their transition. I hope it won't make too much damage as Montreal and Ottawa(160 Elgin) were the most experimented with the service and they will lose that, really sad, but they don't seam to care anyway so....... |
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mordin
42 inches of 1080p
Premium
join:2005-05-28
Moncton, NB
| said by anonymtech :
Too many customer would cancel Sympatico if it was outsourced to India especially that all agents without exception can see your credit card or bank number and they have more than enough info to do purchase on your behalf. So it's better to have this in Canada in case something happen.
So you're saying that someone from India is more likely to get involved in credit card fraud? You're more likely to have your credit information stolen during an in-store transaction then on-line. Besides, all agents DO NOT have access to credit or banking information. Tech support has no access what so ever unless you are signing up for something and you have to give it to them. Unless, of course, they have access to BO programs that they are not suppose to have. The most we could bring up was the last 4 digits for security verification.
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P4 2.8 800 fsb, Asus P4P800 MoBo w/1Gig PC3200 RAM, 256 Meg GeForce 5600, Sound Blaster Audigy Gamer, DVD-Rom/CD-R Burner & LG Duel layer DVD Burner, 2x 120 Gig Hard Drives |
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anonymtech
@verio.net
| reply to Symtex
It's more difficult to enforce law in those country and it's not because they are from India specifically, does not matter if it's from Africa, India or any other country, remember the necessity is bigger there than here. But you are right about that you have more chance that it's done in store than online. As for the outsourcer I though you had full access to IAF, maybe than I was wrong.
As far as I know all tech in house do have IAF access and we can see the credit card and bank number. Seen it before, many did fraud the customer and Sympatico has catch a few of them but not all. So I could imagine how worse it could be from the outsourcer(usually the security is more lax than inhouse, maybe it's different now). Not so long ago even if you could not see those information they were simply hidden in the source code of the page open in IAF and you could see everything(including the customer password), fortunately they did patch this problem.
No offense Mordin I hope I did not offended you because that was not the point of making a racist. By experience affiliate that have internal access to private data are more at risk to be hack or having fraud issues because of lesser security. Maybe it's different with the outsourcer we have now. Maybe you can explain us with your experience at Moncton if I'm correct a year or so ago you worked there!? |
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anonym1
@sympatico.ca | reply to mordin
False, into IAF you can find CC info... and with the "crossed trained" lately, more people have access to B.O. info anyway |
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kevmetric
Competition, Open And Free Markets
join:2002-01-15
| Recall that most of Bell's Sympatico outsourced staff
is obligated to meet their sales quota, and this is
done by selling crap only made possible by asking
the customers calling in for their credit card numbers,
names and expiry dates. That's enough to be a big
hazard......does Bell's outsourced call centers even
have shredders to destroy that credit card information?
People digging in those bins could find a lot of
financial customer information from customers contracting
that promoted crap like Gamesmania, Freedom Firewalls
and Anti-Viruses, etc. |
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mordin
42 inches of 1080p
Premium
join:2005-05-28
Moncton, NB
| The IAF we had access to, at the outsourcer in Moncton, didn't have access to the customer's credit/banking info. The only sale we could make that required that info was to set someone up with a new dial-up account. Any new customer calling in for DSL had to be transferred to the BO. When selling the add-ons (Upsell,Gamesmania,Freedom etc)we didn't need the banking info as it was already in the system. We just told the customer that the amount would be added to their next bill.
kevmetric what's this about shredders and digging in bins?? There is nothing on paper, it's just entered into the system data base.
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P4 2.8 800 fsb, Asus P4P800 MoBo w/1Gig PC3200 RAM, 256 Meg GeForce 5600, Sound Blaster Audigy Gamer, DVD-Rom/CD-R Burner & LG Duel layer DVD Burner, 2x 120 Gig Hard Drives |
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bellhater
@sympatico.ca | reply to Symtex
good job bell. fire the best agents you got, and hire "people who are able to speak" to provide tech support.. good job.. hope you die.
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