Nearshore Americas

Bell Acquires Two Call Centers in Canada’s Atlantic Region

Canadian telecom giant Bell has acquired two call centers to bolster its customer care service in the Atlantic Canada region, where its telecom subsidiary is rolling out fiber networks.

Both centers, which are in Saint John and in Moncton, serve the company’s residential, wireless and small business customers, according to the company’s press release.

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The acquisition will add 700 employees to Bell’s workforce in Canada, the company stated, but it did not clarify whom it is purchasing the call centers from. Nordia, Bell’s wholly-owned subsidiary, will operate both call centers.

In the past four years Bell has set up five new call centers, including in Nanaimo, B.C.; Orillia, Ontario; and Laval, Rouyn-Noranda and Saguenay in Québec.

Thanks to its vast French-speaking population, Canada’s Quebec region is home to a large number of bilingual call centers.

The news follows an announcement of Bell’s plans to roll out high-speed wireless service to about 100 more communities in the region and spend uS$2.1 billion in infrastructure over the next five years.

There are also reports that BCE Inc, Bell Canada’s parent firm, is preparing to take full control of Bell Aliant, which is rapidly expanding in the Quebec region. Currently, BCE controls about 44% of Bell Aliant.

Acquiring total control will help the company reduce expenses related to billing and product development. With its expansive wireline network, Aliant provides phone, Internet and television services.

“These New Brunswick centers and other locations we’ve opened across Canada are essential to Bell’s success in a competitive communications marketplace,” said John Watson, Executive Vice President of Customer Operations for Bell.

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Narayan Ammachchi

News Editor for Nearshore Americas, Narayan Ammachchi is a career journalist with a decade of experience in politics and international business. He works out of his base in the Indian Silicon City of Bangalore.

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