What does a quality score mean anyway?

If you were really working for Bell, like you pretend to be, you would know... Each week the quality analyst listen to a call, sometimes they decide to listen to more than oe and rate it based on Bell's quality grid. They then make an average quality rating each month

I could score a 100% score on a call with a customer and never give them good customer service

Wrong... Part of the score is obtained by solving the client's request and asking the customer if he is satisfied with the service. Here again if you were to work at Bell you should know that!

As for your First Call Resolution, if the customer has to call back about ANYTHING in the 7 days following your call with them, regardless of the reason for their second call, you then didn't help them with ALL of their needs. While this is sometimes understandable, it's also the reason that the FCR score is not expected to be 100%. I wouldn't be too proud of scoring what you did on your FCR. You're scoring 70ish % to a target that does not take into account 100% of your customers. For example if the FCR score is to solve 80% of your customers concerns on first contact and you only score and 80% to that target you've actually only assisted 64% of your total customers with their reason for first contact. (if I've done my math correctly, if not, I'm sure someone with better mathmatics skill than I will correct me). Not a good number to be socring. That's almost 50% of your customers who have HAD to call back for one reason or another.

I don't know what you are saying there is all non sense to me... They calculate the First Call Resolution on every call... If a client calls back, as you are saying for any reason in the next 7 days you lost your First Call Resolution. A low First Call Resolution doesn't neccesarly means that the agent is not doing is jobs right... I think that 80% is pretty good... I'm curious to know what is your firs call resolution...true you don't even want to tell us in which section of Bell you are working!


If you want to maintain any shred of the respect that people here have had for you over the last 6 months, I would stop posting in this thread now and really, just think about how what your saying comes across.

You are certainly not the person who's gonna shut me up! I'll post as often I want for as long as I want. The only person that could stop me from posting will be the moderators if they decide to close my account (I don't see why they would)

I decided to hit the reply button, but I have no idea what to say. Bell's a mess....I'm glad not to be a part of it.

I get it now. EV billed you $3/mo for the past year and now they want the extra $7*12 = $86. Is that correct? Only Bell would try something like that over such a small sum. I'm surprised you weren't eligible to get the 6100 free for 6 months. And selling you the HD package with just two 4100 receivers (at least on their books)... What's with that?
I did get the 6 month 10$ programming credit....looking back at my bills. Yeah its funny my 6100 is activated but they had no record of me renting it. When I called previously I told her I didnt want to keep it anyway and if I kept it for another year and then they requested payment that would be almost $200 to pay back.

I think you should contact the BBB, or CBC Marketplace.

And I think that before we call each and every autority possible Brooker should wait is next bill...unless the agent opened he billing form required to charge him the difference in price he wasn't charged for I don't belive that the charge will automatically be corrected.

When are you supposed to receive your next bill Brooker?

I believe it will be one day this week. So I guess any changes won't show up until October anyway.

And I think that before we call each and every autority possible Brooker should wait is next bill...unless the agent opened he billing form required to charge him the difference in price he wasn't charged for I don't belive that the charge will automatically be corrected.

When are you supposed to receive your next bill Brooker?
Agent,

I remember having a similar argument with you several months ago about how you defend BEV to the death. It went on for quite some time! When will you get that people don't care about how an agent can't follow-up on a customer's call or how many clients you satisfy. All you show by saying things like that is "it's not my fault and this is why". It just shows everyone else how internally screwed up BEV really is and reinforces our points even more.

Customers only care about fair service and that's all. In many, many cases BEV does not give good or fair service.

I dread every call that I place to BEV only because it will result in some type of error down the road. The last call I placed was to change some programming and I had to have the agent read it back to me 3 times before he got it right. It could not have been an easier request! For me, that's typical BEV service and I have yet to be impressed after being a customer for 3 years.

On a side note, for the sake of the customers, I can only hope that you don't do any written correspondence with customers. Your spelling is dreadful....hence the reason I quoted you in my reply.

Like in any other compagnies, you will get some good and bad service when clling Express Vu...it depends on who you get on the phone!

In most cases you get good service...but the people who gets good service are not the one who comes on this forum. People comming on this forum are a minority who have bad experience with the compagny

No, CSR's do not send any correspondance to clients other then programming guide throught a pre-written form. I is possible that I may make spelling mistake, if you read other threads I said previously that I was French. I speak English fluently, with almost no accent, but writing it is another thing. It would most probably be the same if I would ask most of you to writ in French.. I also have a problem with my computer where when I go on internet forums I sometimes type a response and some letters of the word i'm typing won't appear on the screen even if I did press it. It's really annoying, if someone has an idea on what causes it and how to solve it would be appreciated.

I also have a problem with my computer where when I go on internet forums I sometimes type a response and some letters of the word i'm typing won't appear on the screen even if I did press it. It's really annoying, if someone has an idea on what causes it and how to solve it would be appreciated.

Call Sympatico support. 310-SURF.

(only kidding)

Belive me, I won't!!! You think that Express Vu srvice sucks? Have you ever tried to get Sympatico to understand something? I have the complete securit center, which includes the anti-spyware. My computer is full of spwares... I called Symatico many times about it nd all they could tel me is to format my computer. I did that...and still get spyware! They don't understand since the anti-spyware shows as active in my account.

Back to your billing problem, as it been corrected in your case?

Well now you know what it's like for the rest of us to call BEV.

I decided to remove my reply at this time as it has nothing to do with the issue at hand and after rethinking the post, thought I would wait and see if I still wanted to post it after getting some sleep...

Nem, who likes the edit button today.

Now after just reading all 4 pages of this thread, here's my 2 cents.

This thread could be split into 2 different issues (a legal right, and good customer service).

It is evident that AEV is taking a legal stand (as most would when attempting to defend one's company they work for). BeV undercharged a customer and months later (maybe a year) realize this and wanted to be compensated. This would also be the case if say the Government made a mistake and refunded more than what you were supposed receive on your tax returns (Of course they will want their money back AND WOULD TAKE IT BACK). But does this all represent good customer service (this is the basis for everyone else's point since we are all mostly customers).

If Bev's quality audits were of true quality, then they should be measured highly on Good customer service. And if this were the case, that agent should have received a critical score for the call with Brooker. I am pretty sure if Bev's higher ups (upper management) were to have listened to this call, they would have expected BeV to suck up the cost of its mistake to insure customer loyalty. This only makes good business practice ($7 x 12 should not mean a lot of money compared to the revenue generated from that customer and could generate if that customer stays with Bev).

Is Bev wrong to expect to be compensated for its own mistake? Maybe, maybe not. Prehaps it would depend on the amount of loss in question. For $84, I would insure the approach would to be of good customer service.

djino
"I also do not work for Bell. I work for Dell :P"

Call Sympatico support. 310-SURF.

(only kidding)
LMAO

djino
"love it"

Before everyone panics and assumes what will happen why not to wait until Brooker receives is October statement? Nobody knows for sure, if he would get charged or not...

Qualitu audits are based on several criteria, one of them is doing what you have to do based on the client's situation. In that case doing was you have to do would have involved requesting the charges to be corrected.

JB1 as discussed in many other threads the SD extra feed was NEVER included with the HD Value Pack. Client who didnot suscribe to it got it by mistake for a certain period of time for free, then they got that message on the bill and have to suscribe to get it just like it always was. The second HD feed is included in the HD Value Pack

My point exactly. BEV gave it by mistake for free, just like they screwed up and gave booker his receiver for $7 off per month. If they don't recover the costs from all those that got free stuff, then why should booker be on the hook for BEV screw up?

We are talking about 2 different things here...

In that case we could not go and ask the client to pay for Express Vu mistake, cause there was no agreement with the client that he wanted them on

In Brooker's case he signed a rental agreement knowing what the cost would be, that's were the big diference is

Before everyone panics and assumes what will happen why not to wait until Brooker receives is October statement?

Why? I am responding to what has currently been said.


Qualitu audits are based on several criteria, one of them is doing what you have to do based on the client's situation.

Sorry, I did not mean to imply the CSR should do something outside company policy. Only that this policy should be changed to meet good customer service and that Quality audits should reflect this. Although BeV may have the right to collect from Brooker, you should at least agree that this does not demonstrate good customer service when the mistake originated on BeV's part.

djino
"meh"

Don't pay attention to the 12 months of invoices we gave to you and you paid in full. Invoices have no bearing on what you owe. I don't no why you people bother to pay them.

I actually just looked at the contract the AEV keeps mentioning. The funny thing is there is no mention anywhere about the actual rental costs. The receiver and smart card numbers are recorded there by the installing tech, my contact info, address, etc. But in the line where it is suppose to list my cost it is left blank. So I guess one could argue in that case that since I signed the contract and this info was not wrote in there at all, maybe both my 4100 and 6100 should be free rental.......hmmmmm