Re: Should VIP customers be guaranteed a UK call centre til midnight?
 

Above the three red funnels.

Re: Should VIP customers be guaranteed a UK call centre til midnight?
 

Shurely RP?

Air Hairlair, aaah've just been on gap yah?

Re: Should VIP customers be guaranteed a UK call centre til midnight?
 

That your best shot? It's all about the money? I don't get paid overtime for extra hours, in fact I don't get paid at all.

---------- Post added at 09:21 ---------- Previous post was at 09:20 ----------

We already have 2 teirs of call centre, one for 50mb+ and one for everything else.

Where's the uproar?

Again, other companies already do similar things, e.g. 24/7 on the top tariffs, 8-8 on the bottom ones. Or certain "VIP" packages getting UK support either. So much uproar there.

Re: Should VIP customers be guaranteed a UK call centre til midnight?
 

Not really no. It's a hit or miss no matter where you go.
Been through to offshore and had fantastic service and done everything I wanted but at the same time I had an argument with a guy from Liverpool who refused to accept my cable light flashing was the problem and insisted I speak with DHS.
All depends on the person you get, some people try harder others don’t.

Re: Should VIP customers be guaranteed a UK call centre til midnight?
 

:LOL:

Re: Should VIP customers be guaranteed a UK call centre til midnight?
 

Resurrecting this topic, the VIP customers (along with all customers) syhould be guaranteed UK support till at least 22:00.

There is no technical reason why the evening shift can't be performed by homeworking agents. However, I would expect VM to pass the cost on to their customers.

At the same time, it must be repeated that VM should do away with their awful offshore call centre.

Re: Should VIP customers be guaranteed a UK call centre til midnight?
 

I am still unclear why peeps on the vip package should get better support because they have more dosh to spend with VM, smacks of "me me me" to me!!!

We should all be entitled to support equally in my humble view! these days many more peeps work differing ours that are not 9-5. Personally for me daytime support is generally meaningless as am normally at work at those time, but better half works until 10pm some nights.

My experience of Indian call centres is that they are pretty polite but constrained by the scripts imposed upon them...VM's fault..not the workers and nor is the abysmal call quality. Have been spoken to really rudely by a 2nd line support in the UK when I dared to suggest that there might be a problem with the Superhub!!

Re: Should VIP customers be guaranteed a UK call centre til midnight?
 

I think you just answered your question. The more people pay the higher the standard of service they tend to expect. I can't think of many better reasons for expecting better service than others than paying more for it. :)

Re: Should VIP customers be guaranteed a UK call centre til midnight?
 

But VIP get the biggest discounts, maybe folk not on retension deals should get UK :)

Re: Should VIP customers be guaranteed a UK call centre til midnight?
 

They do, but how much the overall profit across each tier is, who knows?

Re: Should VIP customers be guaranteed a UK call centre til midnight?
 

Ben probably does :)

Re: Should VIP customers be guaranteed a UK call centre til midnight?
 

In the modern business world it means very little. Various companies have night shift workers.

Plus if it was a 24 hour operation the most likely shift patterns would be 6-2, 2-10, 10-6. So people would be before the 11pm bus cutoff.

Re: Should VIP customers be guaranteed a UK call centre til midnight?
 

I think all companies that provide a 24 hour service, should also provide a 24 hour help line, for all their customers.

How do you become a VIP customer anyway?

Re: Should VIP customers be guaranteed a UK call centre til midnight?
 

I can only get to the web page by Googling Virgin VIP!

Re: Should VIP customers be guaranteed a UK call centre til midnight?
 

Blimey, I could save a fortune. I think I'll call them tomorrow. :)