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Originally Posted by paultrademark
So when I've asked to speak to a manager in the past, and actually been told I am speaking to a manager.. then in fact it is an escalations team?
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As I said, it should always be clear who you are speaking to.
Quote:
Originally Posted by paultrademark
but surely those managers go through the same company training on products as the agents at very least?
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Yes they do
This isn't about hoodwinking customers, it's about making sure they get their issue resolved. Virgin Media staff team managers as that - to manage teams, not be immediately available to deal with an escalated call. So there are less in a centre than agents and previously when people wanted to speak to a manager, none would be available as they were all doing their team management job.
The resolutions teams are empowered with the same call resolving authority as what customers would expect for a manager, so the result is the same.