Originally Posted by Peter_ (Post 35419097)

I do not believe for one nano second that India or any of the offshore locations could ever have beaten any UK based agent without the figures being massaged and everyone I spoke to at the Albert Dock said exactly the same.

The only way they could have got such great scores would be if they were faked by the company, I saw accounts where the Indian agent had stated that he had checked the online tools and got the customer to reboot the modem saw a valid ip and therefore they were now online, all in a call lasting 20 seconds or so which you could see in the footsteps screen, and I am not talking about a single instance here but multiple accounts and multiple users.

You can continue to believe those NPS are real and to be honest as you are working for Virgin Media the is nothing else you could say due to the confidentiality agreement you have signed with regards to posting business sensitive material online.

If offshore are so good why did the likes of Santander bring its call centres back to the UK, that is easy because the customers wanted it to happen as per this link.

http://www.telegraph.co.uk/finance/n...tion-woes.html



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I am happy with the performance of my own Superhub and consistently get around 32Mb wired, my gripe is with the company buying committee built equipment where looks outweigh performance and this includes both the VMNG300 and the Superhub.

The Superhub wireless does cover my property but I do not get the speeds that I do from my Edimax router which provides the same coverage but with faster wireless speeds and this can only be due to those rather small antenna that are fitted internally at the back of the device.

Originally Posted by Chrysalis (Post 35419131)

nopanic you missed my feedback then ;)

I filled in one of those forms and whilst I didnt complain about the way offshore dealt with my query I did complain that I couldnt understand them and had to keep asking them to repeat what they saying.
The 2nd bad call I didnt do a form I just went to the CEO office instead since I didnt get any feedback to the original VM form, after the muppet in india deactivated my vmng300 without my permission.

Originally Posted by Nopanic (Post 35419361)

I've signed nothing to say I can't talk about fed back. You're all making this sound like I'm here defending the agents because I have a loyalty or love for them.

You customers rate them, Im just telling you what most customers say.

Pete like it or not unless someone from upper management has created thousands of accounts, with thousands of addresses, etc customers are rating them well.

Maybe they trick them?? I don't know, my view of VM doesn't come from a limited call centre and it certainly doesn't come from details I am fed by anyone in this upper management circle of death you keep talking about.

I know you're still sore and it'll never be right how you lot got treated but I'm not part of any lie, you get honesty or silence from me.

Originally Posted by Peter_ (Post 35419364)

Actually I am not overly bothered by being made redundant as I have been there before and have the t shirt, I know you are not defending the company as such but you all have to abide by the social network posting rules on the intranet which forms part of your contract.

The is no way that Indian call centres could ever beat UK call centres on NPS without some massive input from management as the are to many issues and dislike from the majority of customers and they are not going to change their mind for a survey.

As above the are many accounts were the Indian agent simply lied and wrapped up the call in less than 30 seconds with a reboot and check of a valid ip which is pure lies, I have actually seen these accounts so it is not something that I have made up and senior management at the dock knew about them as they instigated the investigation of those accounts.

Do you honestly believe that NPS from India could beat all UK call centres handsdown as the results they published were always a whitewash as no UK centre even came close.

We even have Sheila Burgess telling people at the Albert Dock that Virgin Media cannot ever see a time without offshore, now a statement like that stinks from such a large company and leads to suspicions about possible back room dealings and we think Murdoch's empire stinks.

Originally Posted by Sephiroth (Post 35419533)

Chrys

Doesn't that rather prove Pete's point?

Originally Posted by Risco (Post 35417903)

Ring back and demand to speak to manager in a UK call centre and tell them you refuse to deal with India. They will put you through to UK. Once there you should be through to the awesome ( Glasgow ) call centre. When there ask them to check the SNR on the NETWORK ( not your modem ). It should be over 20, if it is anything less ( in my case mine was 11.5, which denoted a serious issue ) then they HAVE to fix it. The lower the SNR, the quicker they will fix it.

Originally Posted by jb66 (Post 35419658)

If i get a rating it goes like this

"engineer was fantastic, but I couldnt understand the agent at the call center. 5/10

Originally Posted by Nopanic (Post 35419666)

Maybe that's the problem,

The Indians might be getting,

"Call centre was terrible, but technician was fantastic 10/10"

Originally Posted by Peter_ (Post 35419789)

Which does not help in the slightest as that can happen as well, they should have separate NPS for technicians and call centres but they go out as one and the customer could give the engineer 10/10but would only give the offshore centre very low scores.

I do not believe that is the only reason for India getting almost perfect scores as above they must be massaged to keep the momentum up for keeping the offshore call centres.

If we sent customers a survey then the majority would say bring call centres back to the UK but that will never happen as the company already knows what kind of result they would get.

Originally Posted by Chrysalis (Post 35419530)

another thing I noticed, if I speak to the CEO office or a uk rep I dont get the form.

I 'always' get the form when speaking to an indian rep.

Originally Posted by Nopanic (Post 35419795)

You think upper management need to prove India are doing well to anyone ?

If they save money, jobs done. Look how they shut the dock, customer opinion on that made no difference, even protests and the MP of Liverpool asking them not to, still happened.

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I believe it triggered by a fault call being logged, which CEO probably don't do.

Originally Posted by Peter_ (Post 35419803)

The closure of the Albert Dock call centre was known about since last May and it wasa poorly kept secret and down to cost, India are relatively cheap but in most cases are useless but because of cost the compan blindly carries on, even Santander still struggle over their reputation even though they got rid of India. You get what you pay for and if ou someone who will lie to customers then keep the Indian call centres and they do lie as I have seen the notes and account footsteps.