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

[Peter_]

Originally Posted by KenK

I hope not literally.

Above the three red funnels.

Originally Posted by Ignitionnet

A nice attempt at misdirection but irrelevant to the post about UK-based 24x7 support being ludicrous. Phone VM's technical support you'll get Wales or Liverpool, maybe Scotland, also interesting accents.

If you are expecting neutral Southern accents you'll be disappointed

Shurely RP?

Air Hairlair, aaah've just been on gap yah?

[qasdfdsaq]

Originally Posted by Masque

I bet you are well paid for it though, get real.

That your best shot? It's all about the money? I don't get paid overtime for extra hours, in fact I don't get paid at all.

---------- Post added at 09:21 ---------- Previous post was at 09:20 ----------

Originally Posted by Masque

As above why should we have 2 tiers of call centre one for VIP and one for normal, that in itself would cause uproar on forums more than the thought of anyone working whatever hours.

We already have 2 teirs of call centre, one for 50mb+ and one for everything else.

Where's the uproar?

Again, other companies already do similar things, e.g. 24/7 on the top tariffs, 8-8 on the bottom ones. Or certain "VIP" packages getting UK support either. So much uproar there.

[Daedalus]

Not really no. It's a hit or miss no matter where you go.
Been through to offshore and had fantastic service and done everything I wanted but at the same time I had an argument with a guy from Liverpool who refused to accept my cable light flashing was the problem and insisted I speak with DHS.
All depends on the person you get, some people try harder others don’t.

[Sirius]

Originally Posted by Milambar

Although it'd be debatable which is the more dangerous place. India or Liverpool

[Sephiroth]

Resurrecting this topic, the VIP customers (along with all customers) syhould be guaranteed UK support till at least 22:00.

There is no technical reason why the evening shift can't be performed by homeworking agents. However, I would expect VM to pass the cost on to their customers.

At the same time, it must be repeated that VM should do away with their awful offshore call centre.

[Slef]

I am still unclear why peeps on the vip package should get better support because they have more dosh to spend with VM, smacks of "me me me" to me!!!

We should all be entitled to support equally in my humble view! these days many more peeps work differing ours that are not 9-5. Personally for me daytime support is generally meaningless as am normally at work at those time, but better half works until 10pm some nights.

My experience of Indian call centres is that they are pretty polite but constrained by the scripts imposed upon them...VM's fault..not the workers and nor is the abysmal call quality. Have been spoken to really rudely by a 2nd line support in the UK when I dared to suggest that there might be a problem with the Superhub!!

[Ignitionnet]

Originally Posted by Slef

I am still unclear why peeps on the vip package should get better support because they have more dosh to spend with VM, smacks of "me me me" to me!!!

I think you just answered your question. The more people pay the higher the standard of service they tend to expect. I can't think of many better reasons for expecting better service than others than paying more for it.

[jb66]

But VIP get the biggest discounts, maybe folk not on retension deals should get UK

[Ignitionnet]

Originally Posted by jb66

But VIP get the biggest discounts, maybe folk not on retension deals should get UK

They do, but how much the overall profit across each tier is, who knows?

[jb66]

Originally Posted by Ignitionnet

They do, but how much the overall profit across each tier is, who knows?

Ben probably does

[Chrysalis]

Originally Posted by Masque

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.

In the modern business world it means very little. Various companies have night shift workers.

Plus if it was a 24 hour operation the most likely shift patterns would be 6-2, 2-10, 10-6. So people would be before the 11pm bus cutoff.

[Tim Deegan]

I think all companies that provide a 24 hour service, should also provide a 24 hour help line, for all their customers.

How do you become a VIP customer anyway?

[Sephiroth]

I can only get to the web page by Googling Virgin VIP!

[Tim Deegan]

Originally Posted by Sephiroth

I can only get to the web page by Googling Virgin VIP!

Blimey, I could save a fortune. I think I'll call them tomorrow.