Cable Forum - View Single Post - Virgin Media Trowbridge call centre to close?

m419 · 05-05-2011, 22:40

Well we should expect to see some of these savings they are making through using foreign call centres. Most likely not!

3 is probably has the highest use of foreign call centres, they seem to be ok, the acutal call centres are in fact owned by 3's parent company Hutchison Whampoa through an initiative by the company called Hutchison telesales, the call centre is used by other Hutchison Whampoa businesses including 3-Ireland,Vodafone-Hutchison austrailia ltd.

3 does pass the savings onto customers, well they have to, who would stay! They must be doing something right they leaped from 3 million customers to 6 million in just a few years, soon they will overtake Vodafone.

My experience with Virgin Media's foreign call centres lately hasn't been very good in comparison with 3's. I can't hear a word they are saying! and they miss a lot of things so you have to keep repeating yourself.

The thing that gets me is, Cable services in comparison to 1997 is extortionate and Virgin Media avoid many costs by using foreign labour and VAT, they use Virgin Media entertainment, a business registered in Luxembourg to cut VAT, but we still pay the full wack and both Sky and Virgin charging like up to £199 for Set top boxes such as Tivo, when in reality they are made in third world countries for like a tenner!

And both Sky and Virgin the amount the charge for pay tv is crazy! most of the stuff is constantly repeated and there is never anything on, if people soon abandon the pay-tv market, you'll soon see the cost drop and fresh content appear.

In germany, Sky does not fit in well because most channels you get free through cable services provided by Deutsche Telekom. Imagine if Virgin Media,Smallworld Media and Wight Cable started doing that here offering the top TV package including related HD channels for free when you take unlimited calls and 50MB/100MB broadband, it would certainly attract customers, something that Sky,BT,TalkTalk,Orange,Demon and Plusnet are miles from offering, and don't even mention BT Vision with BT's 100MB infinity rubbish, BT Vision is so lacking in content, Ofcom doesn't even class it as a pay-tv service!

But back to the main subject, if Virgin Media want to remain successful, they must get the idea of foreign call centres out of there heads, customer service is the main function of a business. Online customer services with a premium rate telephone number is also another one they should avoid, you can't run a business and not give a stuff about the customers, they will walk simple as that!

05-05-2011, 22:40	#26
m419 Inactive Join Date: Jul 2005 Location: London Services: BT Broadband,BT Anytime calls,Sky entertainment extra HD,Vodafone pay monthly Posts: 1,512	Re: Virgin Media Trowbridge call centre to close? Well we should expect to see some of these savings they are making through using foreign call centres. Most likely not! 3 is probably has the highest use of foreign call centres, they seem to be ok, the acutal call centres are in fact owned by 3's parent company Hutchison Whampoa through an initiative by the company called Hutchison telesales, the call centre is used by other Hutchison Whampoa businesses including 3-Ireland,Vodafone-Hutchison austrailia ltd. 3 does pass the savings onto customers, well they have to, who would stay! They must be doing something right they leaped from 3 million customers to 6 million in just a few years, soon they will overtake Vodafone. My experience with Virgin Media's foreign call centres lately hasn't been very good in comparison with 3's. I can't hear a word they are saying! and they miss a lot of things so you have to keep repeating yourself. The thing that gets me is, Cable services in comparison to 1997 is extortionate and Virgin Media avoid many costs by using foreign labour and VAT, they use Virgin Media entertainment, a business registered in Luxembourg to cut VAT, but we still pay the full wack and both Sky and Virgin charging like up to £199 for Set top boxes such as Tivo, when in reality they are made in third world countries for like a tenner! And both Sky and Virgin the amount the charge for pay tv is crazy! most of the stuff is constantly repeated and there is never anything on, if people soon abandon the pay-tv market, you'll soon see the cost drop and fresh content appear. In germany, Sky does not fit in well because most channels you get free through cable services provided by Deutsche Telekom. Imagine if Virgin Media,Smallworld Media and Wight Cable started doing that here offering the top TV package including related HD channels for free when you take unlimited calls and 50MB/100MB broadband, it would certainly attract customers, something that Sky,BT,TalkTalk,Orange,Demon and Plusnet are miles from offering, and don't even mention BT Vision with BT's 100MB infinity rubbish, BT Vision is so lacking in content, Ofcom doesn't even class it as a pay-tv service! But back to the main subject, if Virgin Media want to remain successful, they must get the idea of foreign call centres out of there heads, customer service is the main function of a business. Online customer services with a premium rate telephone number is also another one they should avoid, you can't run a business and not give a stuff about the customers, they will walk simple as that!