Internal Com Plan
Executive Summary
Bell Quarterly Billing Initiative
Background
In an effort to save money, reduce paper waste and become more efficient, Bell Mobility has switched from monthly billing to consolidated billing. If the switch is implemented effectively Bell will save money and Bell's customers will save time and reduce paper waste. If the switch is implemented ineffectively, the transition could upset employees and customers and end up costing Bell more than it planned on saving.
The Bell Mobility Quarterly Billing Plan (BQB) initiative aims to minimize potential problems by preparing and educating customer service representatives well in advance of the switch.
Goal
Ultimately, the goal of the BQB initiative is to transition smoothly from monthly to quarterly (consolidated) billing while positioning Bell Mobility as a leader in employee relations, engagement and customer service.
The Goal of smooth transition through employee awareness will be executed through three objectives:
1. INFORM: 100 per cent of customer service representatives are aware of the existence of the BQB initiative at least 2 months prior to program implementation.
2. EDUCATE: 95 per cent of customer service representatives have received both formal and informal education and training on BQB.
3. EVALUATE: 70 per cent of all customer service representatives are able to answer any and all BQB queries and deliver key messages relating to BQB.
Objectives
The First Objective: will be achieved through using both traditional tactics (internal email, memos, newsletter etc.) as well as non-traditional tactics (campaign of contagious curiosity*).
The Second Objective: will be achieved through "Switchover" training seminars, online simulations and simulated BQB calls.
The Third Objective: will be achieved by conducting online simulations, simulated BQB...
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