Quote:
Originally Posted by Chrysalis
VM have done this as a way to reduce tech support calls from the newbie users who cannot plug a cable in between a modem and router. The endgame will be for cost savings, if call volumes go down then ultimately there will be loss of jobs in call centres. Otherwise there is no cost saving.
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Except that's not the whole story.
Virgin want to grow the business, and have been doing quite well over the last few years, but at somepoint the amount of calls coming in from customers wanting help with their services means it's uneconomical to continually add more and more support staff to answer the calls
Therefore Virgin have to look at ways of reducing the calls that shouldn't really be coming in in the first place.
One of these call types is Wireless setup issues. If Virgin can introduce hardware which gets ride of the majority of these types of calls, it frees up the existing call centre staff to answer those calls that they are trained to do. So rather than waiting 5/10 mins to get through to a tech support agent because there is an actual technical problem, and you are queuing behing someone who can't configure the SSID and WPA correctly, you are instead through to someone who can resolve your issue quickly
THAT is why Virgin are doing this