Virgin Media call centers

[Xan]

Virgin Media call centers

India call centers suck -10 (cost less)

Uk call center 10 out 10 (cost more)

Close all India call centers as every time i have called them i have been on the phone for over 1 hour and transferred 10 times in the end i hang up and jump up and down in anger.

Uk call centers on phone for 10mins and my problem is sorted

If any of you looking at this post is a UK virgin media call center worker keep the great work up

[Peter_]

Best to call after 0800 any day bar Sunday.

Thank you.

[fireman328]

Hear Hear, I have never had a problem resolved by the off shore staff.

[djmagnifique]

or use this page http://www.virginmedia.com/customers...al&app=contact and select the last option (..about making a complaint or any feedback you have including Internet security concerns)



ive used it a couple of times and have been called back by someone from the uk every time, sometimes winthin a couple of hours of sending the form to them.

[Xan]

Originally Posted by djmagnifique

or use this page http://www.virginmedia.com/customers...al&app=contact and select the last option (..about making a complaint or any feedback you have including Internet security concerns)



ive used it a couple of times and have been called back by someone from the uk every time, sometimes winthin a couple of hours of sending the form to them.

Thanks just made one

[frogstamper]

Foreign call centers always look good to some accountant in a dark back room, but the reality is that they are a false economy, why do you think companies on TV now use the fact they have UK call centers in their advertising? they know full well how much these places exacerbate a customers problem.

[Peter_]

Originally Posted by frogstamper

Foreign call centers always look good to some accountant in a dark back room, but the reality is that they are a false economy, why do you think companies on TV now use the fact they have UK call centers in their advertising? they know full well how much these places exacerbate a customers problem.

I know that we have some very good agents in our offshore call centres but they get tarred with the same brush by most people because of the poor ones.

Some of the good offshore agents post on here.

[Xan]

I have been with ntl now virgin media since dial up and i have never had one good offshore agent ever

good to hear there are some out there

[moaningmags]

Originally Posted by Moldova

Best to call after 0800 any day bar Sunday.

Thank you.

Why not a Sunday? Us up here in Scotland work 8am - 10pm 7 days a week. No Sunday off for us.

My last call tonight was a pensioner setting up wireless on two laptops, my initial was OMG I'm gonna be here til midnight. She was awesome, no repeating instructions, no typos, great conversation, done and dusted in 10 minutes and both comps connected wirelessly.

[Peter_]

Originally Posted by moaningmags

Why not a Sunday? Us up here in Scotland work 8am - 10pm 7 days a week. No Sunday off for us.

My last call tonight was a pensioner setting up wireless on two laptops, my initial was OMG I'm gonna be here til midnight. She was awesome, no repeating instructions, no typos, great conversation, done and dusted in 10 minutes and both comps connected wirelessly.

Sorry Mags was not aware that you lot worked Sunday as well as offshore.

[fallen_angel]

Strange that you work to 10pm on a sunday! hadn't they aligned all shifts or are you outsource - either way keep up the good work.

I’ll have to agree that I’m not a fan of call centres in another part of the world and my recent phone calls would indicate this is the case.

I believe the best people to support issues are the poeple who have the an understanding of the service and have adequate knowledge of the potential problems that can be encountered.

[chow]

Is there any way of actually getting through to a uk based technical person, im about to leave virgin because of the crap technical "help" im getting from i assume india

[starsailor123uk]

The issue is not the ability of call centres [ especially with regard to the fault part ] The simple fact is language and communication skills

I have spoken to the indian call centres on a number of times and often its the problems in understanding each other that is the issue

when that works [ call centre operators accent is less pronounced* or I am clearer due to not starting to get annoyed at VM or the fact I have to repeat soemthing over and over again because it is not in their "Idiots Guide to Cable Fixing!" ] it's a dream

* I have had same issue with glaswegian call centers I beleive so not purely an off-shore issue

[Kellargh]

Originally Posted by fallen_angel

Strange that you work to 10pm on a sunday! hadn't they aligned all shifts or are you outsource - either way keep up the good work.

Yeah we at tech support in Swansea work til 10pm on Sunday as well - main reason, National - no offshore call centres.