- Mid-year report from Commission for Complaints for
Telecom-television Services (CCTS) shows Bell had the largest
reduction in consumer complaints among national providers for the
sixth year in a row
- Bell executing our strategic imperative to champion customer
experience with investment in agile and efficient new ways to
deliver service and support
MONTRÉAL, March 29, 2021 /CNW/ -
Bell leads the national telecom industry in reducing consumer
complaints for the sixth year in a row, as announced in the
Commission for Complaints for Telecom-television Services (CCTS)
2021 mid-year report released today. As Bell confronted the impacts
of COVID-19 with enhanced service investment, including accelerated
network investment and expanded digital support options, customer
complaints dropped 17% from August
2020 to January 2021.
"Today's CCTS results show that the Bell team is focused every
day on championing the customer experience, including unparalleled
investment in network reach, speed and capacity, and we are proud
that these efforts are resonating with our customers," said
Mirko Bibic, President and CEO of
BCE Inc. and Bell Canada. "The Bell
team is dedicated to keeping Canada connected and informed in any
situation, and proud to champion customer experience with ongoing
innovation in the ways we deliver service and support."
The CCTS's August-January report reflects a timeframe when
Canadians everywhere were relying on communications services and
networks like never before, especially for remote work and learning
connections. Bell responded by accelerating broadband network
buildouts in urban and rural locations alike, investing in network
capacity and redundancy to manage unprecedented usage levels, and
in service enhancements ranging from remote product installation by
video to enhanced digital self-serve platforms that enable
customers to control their service experience.
In the same timeframe as the CCTS report, the total number of
Bell customer transactions on digital platforms grew to more than
50% as Bell continued to enhance the capabilities of web and
app-based self-serve options, including the online MyBell.ca,
Virgin My Account and Lucky Mobile My Account, and the MyBell, and
Virgin and Lucky Mobile My Account apps.
Bell also continued to develop its next-generation support
platforms for residential and business customers, including Bell
Move Valet, which ensures the seamless transfer of Internet, TV and
phone services when customers change their residence, and Bell
Virtual Office from Bell Business Markets, providing corporate
customers with new ways to connect and engage with their remote
workforces.
We recently added Bell's proven Manage Your Appointment tool,
which lets customers modify service appointments and communicate
directly with TV and Internet technicians and rate their service,
to Virgin's My Account App – which was also named Best
Telecommunications Mobile Application of the Year at the Mobile Web
Awards.
Bell's commitment to champion customer experience is helping
drive value for our company and all our stakeholders: Brand
Finance recently reported that Bell remained Canada's most
valuable communications brand, with an increase of more than 3% in
the last year.
About Bell
The Bell team builds world-leading
broadband wireless and fibre networks, provides innovative mobile,
TV, Internet and business communications services and delivers the
most compelling content with premier television, radio, out of home
and digital media brands. With a goal to advance how Canadians
connect with each other and the world, Bell serves more than 22
million consumer and business customer connections across every
province and territory.
Bell supports the social and economic prosperity of our
communities with a commitment to the highest environmental, social
and governance (ESG) standards. We measure our progress in
increasing environmental sustainability, achieving a diverse and
inclusive workplace, leading data governance and protection, and
building stronger and healthier communities. This includes
confronting the challenge of mental illness with the Bell Let's
Talk initiative, which drives mental health awareness and action
with programs like the annual Bell Let's Talk Day and Bell funding
for community care, research and workplace programs nationwide all
year round.
Founded in Montréal in 1880, Bell is wholly owned by BCE Inc.
(TSX, NYSE: BCE). To learn more, please visit Bell.ca or
BCE.ca.
Media inquiries:
Nathan
Gibson
905-614-9596
nathan.gibson@bell.ca
@Bell_News
Investor inquiries:
Thane Fotopoulos
514-870-4619
thane.fotopoulos@bell.ca
SOURCE Bell Canada