xocemp

Here is another one for the list and although Kymmy suggested using the groups to report a fault that any first line agent could have escalated, this is not the answer. I read the groups and they are becoming more popular and we can see why, the groups are manned by 2nd line agents but only one at a time. One morning to afternoon & then one afternoon to evening.
With the influx of help requests what do you think will happen when the 2nd line agent can not cope with the amount of requests?
Outsourcing offshore maybe?

I can fully understand the want and need to use the groups to avoid being given the run around by poor performing first line agents, however, VirginMedia need to be alerted/reminded of the dire support being given by their agents.
I'd urge you to call and have your complaint logged or do it in writing.