50M Should VIP customers be guaranteed a UK call centre til midnight?

Risco · 21-08-2011, 17:15

I personally believe so, it would add more value to the package and give more meaning to the VIP rather than just a discounted rate. I mean how much better would it be if you knew that up til midnight weekdays you could be assured of UK call centre rather than have to deal with the script junkies over in India?

Milambar · 21-08-2011, 17:32

No, because ALL customers should be garunteed a UK call center.

The Jambo · 21-08-2011, 20:19

This should be enforced.

**Maggy** · 21-08-2011, 20:23

Well it all comes down to cost in the end...I suspect you would end up paying extra on the package for such a service.

Peter_ · 21-08-2011, 20:51

The people who this would affect the most are the UK based call centre agents as many would find it almost impossible to get home due to the local buses and trains that stop running after Midnight, try and consider them as well as not everyone can afford a car or taxi fares at that time of night.

Some buses even stop running at around 11pm especially if they live further afield.

And of course I voted NO.

21-08-2011, 20:58

If I have problems with the overseas call centres I just call retentions and state before I say anything else that the reason I am calling is I cannot understand the overseas staff, so far every time they have understood and helped without query.

If VM start promoting having UK centres in any way shape or form, those who would not get the UK staff would feel like they are second rate customers and go elsewhere.

So your idea is good in theory but the execution is near impossible.

Nopanic · 21-08-2011, 21:23

Masque, I'm not sure that's a valid argument lol ..

Peter_ · 21-08-2011, 21:41

Quote:

Originally Posted by Nopanic

Masque, I'm not sure that's a valid argument lol ..

Oh yes it is once the union get involved as no one can guarantee the agents safety when they are unable to get home due to unreasonable hours worked.

I do not think that any company would want to be involved in a court case if something untoward happened to someone due to them not being able to catch a bus home.

djmagnifique · 21-08-2011, 21:50

just provide a subsidised taxi service with a local taxi firm. Put 4 people in one taxi, virgin pays Â£5. Get a fixed price before pickup and the staff split the rest of the cost.

Nopanic · 21-08-2011, 21:59

hang on ..

You get paid to do a job, the hours of which are between 8am to midnight .. or at least where ..

The Union ? can anyone guarantee my safety as I drive to work ? sorry mate, completely disagree with you there ..

People not wanting to work certain hours is in no way an excuse for not providing support to customers .. (ignoring the on off shore situation for now)

Peter_ · 21-08-2011, 22:01

Quote:

Originally Posted by djmagnifique

just provide a subsidised taxi service with a local taxi firm. Put 4 people in one taxi, virgin pays Â£5. Get a fixed price before pickup and the staff split the rest of the cost.

No need as the centres close at 10pm at present and they can get the bus home and not everyone lives in the same area, plus in Liverpool we can have staff living quite far out or on the Wirral.

---------- Post added at 22:01 ---------- Previous post was at 21:59 ----------

Quote:

Originally Posted by Nopanic

hang on ..

You get paid to do a job, the hours of which are between 8am to midnight .. or at least where ..

The Union ? can anyone guarantee my safety as I drive to work ? sorry mate, completely disagree with you there ..

People not wanting to work certain hours is in no way an excuse for not providing support to customers .. (ignoring the on off shore situation for now)

You drive and I drive, but peoples safety should also be of paramount importance and the hours are until 10pm which gives people the chance to get a bus or a train home.

The Liverpool call centre is at the Albert Dock and not the easiest place to get home from once public transport has stopped for the night.

KenK · 21-08-2011, 22:13

Getting staff home from work after a late finish is a problem every company has to face. VM are not alone, so all they have to do is ask what those other companies do. I expect the answer would be they pay for it, either in wages, shift allowances or late-night transport costs.
I voted 'yes' but I agree with Milambar, this should be for all customers. And why not 24x7 UK-based call centres?

21-08-2011, 22:16

Quote:

Originally Posted by KenK

And why not 24x7 UK-based call centres?

Because they cost money and keeping them open to the suggested time is ludacris.

Ignitionnet · 21-08-2011, 22:39

Quote:

Originally Posted by Jameseh

Because they cost money and keeping them open to the suggested time is ludacris.

Ludicrous huh?

http://www.youtube.com/watch?v=-dWiG8k_ihU

Ignoring the above a couple of posts in this thread are quite perturbing.

jb66 · 21-08-2011, 22:42

Close nightclubs, pubs, hospitals, staff can't get home, no buses! Lol