Call Centre Careers: Job Family Introduction

 

The Contact Centre team is the customer's gateway, handling more than 80 million customer contacts per year.

Approximately 10,000 representatives, along with 400 employees in shared departments, do their utmost to make Bell's promises to its clients come true.

The team is made up of eight major groups:

  • Client Services (310-BELL and Operator Services)
    • At 310-BELL, more than 2,400 representatives in 11 contact centres handle more than 16 million calls related to BCH products and services per year.
    • Operator Services receives more than 105 million requests per month related to 411 and long-distance calls.

  • Bell Internet
    • Seven contact centres, staffed by over 2,500 representatives, look after the Bell Internet service, handling more than 10 million calls related to customer support, billing and consumer provisioning each year.
  • Mobility
    • With its three contact centres and approximately 2,500 representatives, Bell Mobility handles approximately 10 million calls from 4 million subscribers.

  • Bell TV
    • Approximately 815 representatives, in two contact centres, answer 7 million calls.

  • Direct Marketing
    • Approximately 600 telemarketing representatives promote Bell's entire range of products and services, making more than 7 million calls per year.

  • Credit Services
    • 525 dedicated representatives handle more than 4 million calls.

  • Shared Services
    • Approximately 300 Shared Services employees work at the staff management and training level, in addition to providing services to senior management. They make best practices available and facilitate the building of an optimal organization conducive to success.
    • This group includes two other teams: the Consolidation team, which works
      on strategic planning, results analysis and communications; and the Expertise Centre team, which looks after project management, IVR planning and
      e-channel management.

  • CSG – Carrier Services Group Contact Centres
    • CSG, Customer Service team, is comprised of six customer contact centres and staffed by approximately 300 employees, serving Wholesale customers, including Carriers, Resellers, Internet Service Providers, and Wireless and Local Service Providers.
    • This group also includes three other areas: Support and Solution Delivery, which provides training and support, planning and project management at the staff management level, and implements best practices with regard to performance excellence; Custom Billing Solutions and Contract Management, which is dedicated to billing solutions, analysis and reporting for telecommunications services and revenue assurance, dispute resolution and contract management for the wholesale market; and Accounts Receivable, which manages accounts receivables for wholesale, including the resolution of billing discrepancies and the handling of billing queries.

 

Mission

Consumer Contact Centres Mission:

Provide Way Better Solutions that Nurture a Lifetime Connection with our Customers.

For more information, you may view the following from our internal Web site.

CSG – Customer Contact Centres Mission:

Growth with satisfied customers.

As Canada's leading telecommunications wholesaler with coast to coast solutions, our mission is constant: To understand and meet the needs of our customers. Providing products and services that are both reliable, robust, and leading edge and solve the problems of the end user, is what Carrier Services is all about.

 

Key objectives

The consumer market will continue to carry on initiatives with the objectives of gaining the broadband home market , improving customer experience and delivering our simple promise to our customers.

As the voice of Bell to our customers, our team put in place in 2005 key strategies to help Bell conquer the broadband home market:

  • Building a lifetime connection with our customers by structuring the operations in a way that will enable them to deliver the bundle strategy
  • Providing proactive, way better service by being fully capable of fulfilling any customer needs, and by always adding value to any interactions
  • Creating a way better service recovery environment to foster customer loyalty through internal accountability and ownership
  • Fostering a stimulating work environment for employees that enables them to be proud Bell ambassadors

The Customer Operations team in Carrier Services Group will continue to pursue initiatives promoting the Carrier Services Group's goal to understand and meet the business needs of our customers, offering quality and improve the customer experience, with a focus on profitability.

  • Provide service excellence by addressing customer needs quickly and efficiently and adding value to every customer interaction
  • Foster a stimulating work environment enabling employees to grow and develop their expertise and excel in the delivery of service to our customer