Skip to main content | Go to site map | Read our accessibility commitment

2.5 Improve customer service

2.5 Improve customer service

Our objective is to enhance customers’ overall experience by delivering call centre efficiency, meeting commitments for the installation and timely repair of services, increasing network quality, and implementing process improvements to simplify customer transactions and interactions with our front-line employees and self-serve tools. All of these will help differentiate us from our competitors and gain long-term customer loyalty. We intend to achieve this by making the investments we need to improve our front-line service capabilities, our networks, our products and our distribution channels to win and keep customers.

2016 PROGRESS
  • The Commissioner of Complaints for Telecommunications Services (CCTS) received 18% fewer complaints about Bell and Virgin Mobile Canada (Virgin Mobile) between August 1, 2015 and July 31, 2016 than during the equivalent period of the previous year, continuing the steady decline in Bell and Virgin Mobile complaints since July 2013
  • Launched Manage Your Appointment feature, offering residential customers an easy way to confirm and check the status of their service appointments online
  • Reduced customer calls to our service centres by 4 million in 2016 due to more self-serve online transactions by customers and overall operational improvements. Online self-serve visits, infoviews and transactions totalled more than 190 million, an increase of 30 million over 2015.
  • Reduced Fibe TV installation time for FTTP customers by 9% in 2016 and 43% since the beginning of 2012
  • Achieved Same Day Next Day service completion rate of 88% for repairing service issues with Home Phone, TV and Internet
  • Improved customer satisfaction with technicians to 95% for installations and repairs
  • Offered installation appointments within two days of placing an order to 76% of residential customers, an increase of almost two times since 2014
  • Offered Same Day repair to 73% of small business customers, who are now able to schedule appointments until 4:00 p.m. for Same Day repair
  • Improved skill set of customer service agents to allow them to resolve more technical issues, eliminating 30% of transfers to second-level support
2017 FOCUS
  • Continue to invest in customer service initiatives to simplify complexity for all customers, including billing
  • Further reduce the total volume of wireline and wireless customer calls to our residential and wireless services call centres
  • Further improve customer satisfaction scores
  • Achieve better consistency in customer experience
  • Continue to improve customer personalization
  • Reduce FTTP installation times and improve service quality
  • Deploy new diagnostic technology enabling enhanced troubleshooting and service monitoring for our customers
­ ­