Thread: Virgin Media Closing Albert Dock
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Old 22-02-2012, 16:17   #333
pabscars
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Re: Virgin Media Closing Albert Dock
Quote:
Originally Posted by Digital Fanatic View Post
The problem you've got now is that the new 2nd line teams have nobody to turn to.

The average length of service of the 2nd line teams in Liverpool is about 8 years - you simply cannot replace that knowledge.
Agreed, I just assumed that 2nd line were called that because they had the necessary knowledge to problem solve past the usual 1st line dross.

From what your saying, it sounds like the new 2nd line peeps and basically English speaking 1st line agent's on a better salary

I would have thought a company the size of VM would have systems in place to ensure a transition of knowledge is passed on, ie retain at all cost's a certain percentage of old 2nd line staff to go down and train the new 2nd line guys.
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