Quote:
Originally Posted by Sephiroth
I'm particularly surprised at peter, whose reputation as a provider of service to others is extremely high. Maybe he is just describing what VM do rather than defending it - but that wasn't what I sensed.
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It is an accurate description of what happens at Virgin Media or most other companies who have emails sent to them in the way most companies allow so called email contact nowadays with no actual address just a complaint form.
Virgin Media as with many companies disbanded their dedicated email team about 5 years ago and surprisingly made them redundant.
Emails still continued to arrive so tghey gave some basic training to 1st line agents in how to answer these emails and very many request had stock answers within the software.
I as with many others made our own stock lists with more information and found out from other agents how to reroute emails sent to us in error, specifically Virgin National ones but the same rerouting could be applied to other misrouted emails as well.
Not every agent bothered with this as the was no requirement to reroute incorrect emails but the was a stock answer option which was quicker to do.
Remember this type of work is based on statistics and with management that is king so if you did not process enough emails per hour you went back on the phones and someone replaced you on email work.
Now our friend Ferretuk seems not to understand the difference between stock emails such as KANA and someone using their corporate email address in a reply, to personalise an email can open a can of worms as that person can look on you as their own personal helpdesk or even post the email address online which can cause issues for the agent.