[Nopanic]

Originally Posted by Masque

We do what we can to resolve the issue and if required it goes to 2nd line and we leave notes on the account, we do not investigate why an issue occurs because we are not paid to do so it is down to other departments otherwise my call with regards a single fault could last hours.

If you want more indepth analysis then you would have to pay a lot more for your broadband and you will find all other ISP's expect the same kind of support to be provided by their first line agents.

Once we have dealt with your issue we are required to take the next call within 90 seconds, our time costs money and our employer does not pay us to run indepth diagnosis as the employ people to do that on a lot more money than we get paid.

---------- Post added at 19:51 ---------- Previous post was at 19:50 ----------


Which we do within the confines of our job but we just raise the issue up or leave notes on the account, remember first line agents do not raise IT issues because they do not have those permissions.

I'm on your side, agree with you 100%.

Originally Posted by darkm

There is also a key word your missing, and really it is a sad state of affairs that a vast amount of people that I have spoken to like yourself lack any initiative..

Rubbish, he is actually one of the more proactive 1st liners.

Originally Posted by darkm

I would have also have thought it would be in your companies interest to make aware of any potential problems that you come across which in the long term could result in saving the company money, keeping customers with virgin Media.

As he said, they post it to an internet site and send out briefs.

Originally Posted by darkm

You are also paid to resolve issues when you can, the old reboot the pc or check it in a few hours i'm afraid just doesnt cut it anymore in today's society where i'm sure a vast amount of your customers are more technically educated than those supporting virgin media services.

Rebooting the modem and the PC resolves 90% of calls actually. Most of the customers are not technically minded, we do have some very technical customers however and I would hope the agents tailor their responses to match the customer.

Originally Posted by darkm

Ownership is key in any business, this prevents customers being passed from pillar to post. I would very much like to see the CRM cycle that Virgin Media practice as im sure from what your telling me it is very different to what the company think there employees are doing.

Not at all, 1st line are not able to take ownership, 2nd line are there for that very reason.

Originally Posted by darkm

Virgin Media are not some mickey mouse company but the attitude of some of the staff stinks and no wonder it leads to repeated calls of the same issue.

If you are unhappy with a member of staff make a complaint, coming on here and arguing does nothing as we don't know who you spoke to.

Originally Posted by darkm

I'm not asking anyone to stay on call for hours, especially when the simple tasks of checking everything is all done. I'm asking that the agents like yourself do their jobs right and use some common sense. I'm sure i'm not alone in thinking this.

Most of our agents do their job right, that's why VM has such a high score with Ofcom.

Originally Posted by darkm

And at the end of the day i'm sure like you and others would have more job satisfaction knowing that you took on board a customers fault, either resolved it, raised the issue and followed up with the customer to ensure they know what is going on and how the company intend on helping..

Makes no difference what they want to do, they have rules and they have processes, as do everyone else. They need to give the best they can within their support scope and if they can not fix it, make sure it goes to the right people.

Originally Posted by darkm

After all we are the customers and without us m8, your just a government technical drawer (dole)...

And without us you'd be talking to yourself in a room

Originally Posted by darkm

Does anyone think this is an unreasonable expectation, our is this not in a customers remit to expect a resolution...

You're mixing up what you want here ..

VM are required to give you a resolution, but 1st line are not always the ones able to do this. I don't think you're taking on board what is being said here. Agents like Masque don't fob off customers, but they can't be expected to know everything and fix everything, thats why we have other departments. If you have an issue (personally) then call up and make it known. VM want customer feedback.