Quote:
Originally Posted by Chrysalis
VM (and ye sother companies but this is discussion about VM) need to educate themselves on "failure demand"
Its demand driven by failures.
So customer rings up once, failed to resolve their problem.
At that point any subsequent calls are a result of failure demand and not needed when call centres are ran and supplied properly.
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We are supposed to offer a first time resolution, so if you are fobbed off that will not happen.