Virgin Media call centers - Page 2

Peter_ · 10-07-2009, 20:25

Quote:

Originally Posted by Kellargh

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

Do you just support National or Cable as well.

BarFly · 10-07-2009, 20:30

Quote:

Originally Posted by Moldova

Do you just support National or Cable as well.

Swansea TSC supports National & Cable.

Rik · 10-07-2009, 22:57

I spoke to a first class advisor named John in a Scottish call centre earlier in the week, I have to say he was first class, knowledgable, friendly, professional.

BRILLIANT.

Peter_ · 10-07-2009, 23:00

Quote:

Originally Posted by BarFly

Swansea TSC supports National & Cable.

Are they cross trained.

Welshchris · 11-07-2009, 04:07

Most of them are cross because they dont wanna be working there lol

dodgem22 · 11-07-2009, 11:09

some of the non uk call centre agents are good but some are bad/under trained it seems some of them just follow a screen script and if they do not understand your answer they will just keep repeating the same question.
For example last nights conversation was like this is there a fault number on the front of the box? no. followed by the same question and answer a number of times
I did not get annoyed with the agent because i know this is perhaps due to a lack of decent training which is not the agents fault but management and he did not know what else to ask.

Peter_ · 12-07-2009, 21:59

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Stuart · 13-07-2009, 00:34

I dunno, Indian call centres can be funny sometimes..

A couple of years ago, I booked some tickets to visit relatives in Chester on the trains, Unforetunately, for some reason when I picked up the tickets at Euston, the machine only printed 2 singles despite me ordering returns. There were 2 adults travelling..

So, not having time to go and complain at the ticket office (and seeing as the tickets were bought through thetrainline.com, I doubt I would have got anywhere if I did), I phoned Virgin when I got to Chester. The call centre person I spoke to (a very nice Indian man) cancelled the original returns and issued new ones for me to go and collect at my nearest ticket machine.

When I asked my family if there were ticket machines at Chester, they didn't know, so I asked the man on the phone. He said he didn't know (he *should* have been able to look this up) so I asked him if he knew if there were any in nearby stations. He said "There might be, but being in Mumbai, I have no idea what is near Chester".

As it happens, the ticket machines at Chester were not working, so seeing as we had to change at Crewe anyway, we just picked up the tickets there.

I have to admit that while I personally don't like the idea of foreign call centres and have had some terrible experiences with them, as long as the person on the other end of the phone sorts out my problem, I don't care what country they are in.

That said, they are not perfect. One example of an interesting situation I had was just after my mum died. There was a massive discrepancy between the statement for her online account printed at the branch (just after her account was frozen) and the final printed statement.

I eventually sorted out the problem, but not until I faffed around a lot. Basically, the Abbey's Indian call center told me that I needed to speak with the branch, and the branch staff told me that by printing the statement they'd already done more than they were allowed to, and I'd need to deal with the Call centre. I looked at the terms and conditions of the accounts, and the branch were correct.

chow · 13-07-2009, 12:45

Theres no doubt the standard of service provided by the Indian and UK centres is poles apart, ive found the UK centres to be very very good both from a tech support angle and general customer service angle, the Indian centres are im afraid dreadfull, in fact i wil not deal with them anymore as its a complete waste of my time and theirs.

KTroopA · 16-07-2009, 09:52

Hi Kellargh

I have sent you a PM and i am having a bit of trouble with my internet connection.

Maybe someone here can advise me plz? Basically it was working fine on Tuesday. then Wed 15th July its no longer working. ive checked and all the hardware is ok and so is the modem. the person from indian call centre said, they have changed the signal being sent out and this has broken the service for some. my ip is coming back as 177... she didnt raise a ticket but said she had to check with a senior engineer. but her manager said there is a problem. this was after much discussion.

How can i get a support ticket for this raised plz? Everything on my end is ok, i just need them to acknowlegde the issue and fix it. cant get throught to support on the phone

Russ · 16-07-2009, 09:59

Quote:

Originally Posted by KTroopA

Hi Kellargh

I have sent you a PM and i am having a bit of trouble with my internet connection.

Maybe someone here can advise me plz? Basically it was working fine on Tuesday. then Wed 15th July its no longer working. ive checked and all the hardware is ok and so is the modem. the person from indian call centre said, they have changed the signal being sent out and this has broken the service for some. my ip is coming back as 177... she didnt raise a ticket but said she had to check with a senior engineer. but her manager said there is a problem. this was after much discussion.

How can i get a support ticket for this raised plz? Everything on my end is ok, i just need them to acknowlegde the issue and fix it. cant get throught to support on the phone

This thread isn't for requesting support, you will need to set up a thread in the VM internet services forum area.

KTroopA · 16-07-2009, 10:01

ok sorry. il do that. Thx

Tech_Boy · 16-07-2009, 13:08

Quote:

Originally Posted by BarFly

Swansea TSC supports National & Cable.

not for long, Swansea will eventually be ADSL support only.

sherer · 16-07-2009, 14:23

as others have said it is down the to the training. I dealt with one call centre and it wasn't until I got the agents name and direct phone no that I found out he was from Poland. No accent, understood me and also knew what the problem is.

There is a perception that Indian call centres are rubbish and they can't understand you and just read from scripts. As such as soon as you hear them you get annoyed and angry and think it won't work

irishguymcr · 02-08-2009, 11:57

Hi

I have just been on the phone to VM India for over an hour having been put on hold for 20 minutes on 2 occasions by the rep. In the end I demanded to speak to a manager who just advised me that there is an area fault (this seems to be their answer to everything even though there is never any area faults listed on VM website). When I asked to speak to someone in the UK I was told I could try calling back and if I was lucky I would get someone in the UK !!! Then when I do callback I get India again and I am told "people in the UK lie as much as India" and that I will just have to wait till my service is sorted.

My experience is that as a long term VM customer I am so fed up speaking to idiots off shore that I have no confidence in these people anymore and if VM can't sort this out they are going to end up losing a lot of customers. There are enough call centres in the UK and Ireland which offer fantastic services and I don't see the point in farming services out to India anymore where customers get no form of service anymore.

I worked in the past for an outsourcing company in Ireland where we supported the likes of Microsoft, Dell, HP and many other companies and we were constantly measured on our results by the companies we supported and in the five years I was there we never lost one contract due to a very high customer experience.

I have been told in the past that VM are not happy with the Indian call centres but were under contract with them due to NTL having signed a contract with them, well I hope their contract finishes soon and if not VM should break it due to the total lack of customer service and care that we as customers get from offshore.

It is time that we as customers and companies started supporting employment in the UK call centres, both internal and outsourced, instead of giving all the work to offshore call centres.

What is the point of VM winning awards for Broadband and having the best VOD service and even now introducing HD TV when their customers are becoming more and more unhappy about contacting them. All VM are doing is making it harder for the retentions teams to keep customers and stopping them leaving for SKY and other companies.