Quote:
James Kydd, managing director of marketing for Virgin Media, says the cable group has left its network problems behind. "If Virgin Media was just about putting a lick of paint on the old NTL," he explains, "then we would have launched the new company last July.
"Since the acquisition [of Virgin Mobile by NTL], everything has changed," he continues. "The billing system has been overhauled, which will enable our customer service representatives to do their jobs properly.
"Historically, the old NTL was all about making acquisitions. Spending on everything else was frozen. We have spent nine months changing that"
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Yes nine months getting rid of the people that maintain the precious network
Quote:
Mr Kydd adds that it is the little things, as well as big operational changes, that have been addressed.
"One of the first things we did was to make sure all the call centre staff had chairs that weren't ripped. An awful lot of effort has gone into making sure the basic things have been sorted.
"And we have spent £5m on making sure there are enough staff to answer phones. Previously, the view was that it didn't matter if it took 30 minutes for a customer to get through."
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Yes we must make sure the call centre staff are comfortable and that there enough of them to answer the phone. That's great.
However, there wont be any engineer available to fix the fault