Thread: Virgin Media Trowbridge call centre to close?
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Old 06-05-2011, 14:26   #29
pabscars
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Re: Virgin Media Trowbridge call centre to close?
Quote:
Originally Posted by Hugh View Post
Cost - if they hire all UK call centres, it will cost more, which will put our bills up.
I disagree, uk call centre staff are much better at correctly diagnosing issues, overseas can all too easily incorrectly diagnose a problem and send out new hubs, modems, router's and engineers.

Typical example, at home I must have 3 or 4 modems, 3 routers, and had a dozen engineer visits, most of which has been the result of overseas support being too hasty in their diagnosis.

Uk call centre may cost more in labour but I would not be surprised if in the long run, it would lead to much improved customer support/loyalty/perception, save money (in equipment) and time spent by engineers driving up and down the country screwing attenuators on the back of modems etc.
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