How is it in your Virgin Media Call Centre?

VMCC · 23-03-2007, 15:49

I work in a Virgin Media Call Centre and am wondering how it is around the country.

Do you feel that all levels have bought into the new Virgin ethos?

I have read on another thread that some of the field techs are getting a rough deal, how is this affecting you or your area.

For myself I am trying to stimulate others into buying in to the new feel but it is hard work, not only for me but for others as well.

If the training improved and everyone looked at quality rather than AHT & Call Shape, I am sure queues would drop in the long term. That is as long as we all did a fantastic job and made fewer mistakes.

How do you feel the Customers are treating you now better or worse than before we became Virgin Media, have their expectations exceeded what we can deliver at this time.

I work in the North West.

It will be good to hear from you.

peanutkp · 23-03-2007, 15:56

Well I did have to call them today, as I had a VOD problem, I called up yesterday to get it sorted out as it's been going on for about a week, anyway, I got through to CS quite quickly, which was nice, and they told me they were going to get someone out to me this coming Monday, good result I thought.

Anyway, today, my VOD has kicked in again for no reason, so I had to cancel the engineer, again I got through quite quickly, told them what's happened as I didn't want to be charged if they come out and can't see a problem. But...

I was told that the person who arranged for an engineer to come out never actually went ahead and booked it, there is no record other than a record to say I called etc. So I would have waiting in all day for no one if the problem carried on. The person apologised, but it wasn't her fault as she wasn't the one I spoke to yesterday.

So not really too happy about CS yet again. But I must admit it was quicker getting through to someone.

bob_a_builder · 23-03-2007, 16:02

Quote:

have bought into the new Virgin ethos

What is the V ethos ?
How does it compare with the NTL one ? assuming they ever had one
Has there been any retraining ?

VMCC · 23-03-2007, 16:22

There are a lot of VM workers doing the best they can, there are also those who do not come up to scratch, this annoys those who are trying to do a good job.

By any chance when your appointment was booked was it prommised by a Call Centre on another continent, by any chance, this also is frustrating for other areas.

peanutkp · 23-03-2007, 16:24

The lady who took my call sounded very English to me if that counts.

VMCC · 23-03-2007, 16:32

Peanutkp

you must have been very fortunate, the UK centers tend to be less scripted and have visability of the product which helps them resolve issues.

Area's such as India do have to stick to a rigid script and have no live knowledge.

bywater · 23-03-2007, 16:55

I don't know as I am unable to get through to speak to anyone. I use the 0845 454 1111 number @ 5p a minute. All I get after pressing the right options is a abrupt cut off and a internal engaged tone which I think ofcom might have something to say about. No options to leave number or call back which we had under NTL. If I do mangage to get in a queue it says there is a wait but cuts me off before I get to speak to any one. I think the system is a bit fried. I have had 7 years of resonable service from NTL but since the change to Virgin Media all that as gone down the pan. From billing mistakes, loss of channels and quality of services to customer services all since the new branding.

peanutkp · 23-03-2007, 16:58

I just call 151 for faults or 150 for CS, and as far as I know they are free.

VMCC · 23-03-2007, 16:59

How about trying 150 for Customer Care. 151 for Faults. If you get into the wrong area, get the agent to pass you to the correct area. This only works though from a VM phone line.

Call Queues are heavy after 16:30 Monday to Friday. best time to call after 15:00 on a Saturday, also during school runs.

Sorry we both posted at similar times.

bywater · 23-03-2007, 17:08

I don't have a Virgin Phone line nor would I want one as it's far too expensive compared to other companies. I just take the TV and broadband. I am not paying Â£11.50 a month just to report a fault or talk to customer services. They should supply an 0800 number BT does so a customer can call free from any phone. I expect a much better service and system beens I am paying for the call. What as happened to the call me back option anyway.

VMCC · 23-03-2007, 17:15

The ring back option only get's turned on when there are really high volumns of calls, not at low volumn levels.

VM telephone service also gets carried over BT & C&W lines, who is to say if a line goes down especialy at exchenge level whos fault it is.

paul nolan · 27-03-2007, 17:26

Personally, I've never had problem getting through. If I get through to the Indian call centre and feel I'm not getting the right level of communication / understanding, I ask to be transfered to the UK.

I don't think I've ever felt like i've come away with a negative outcome...

Jules · 27-03-2007, 17:32

I had to ring them last week and I was waiting for about 10 mins which I can live with, a Indian lady answered the phone and I am afraid I couldn't understand a lot of what she was saying nor it seemed could she understand me, I made my excuses and hung up I then rang back again and got another Indian lady who I had no problem understanding and got it sorted

NTLVictim · 27-03-2007, 17:33

Quote:

Originally Posted by VMCC

Peanutkp

you must have been very fortunate, the UK centers tend to be less scripted and have visability of the product which helps them resolve issues.

Area's such as India do have to stick to a rigid script and have no live knowledge.

If that statement is true, VM are not by definition operating a 24 hour customer/technical support service..!

WHISTLED · 27-03-2007, 18:01

Could this thread be any more off topic? Start your won grumble thread!

VMCC i visit most of the offices although not CMC much and the Virgin ethos as you describe it differs with each.