V+ Customer feedback about call centre staff performance.

RichardCoulter · 12-05-2013, 17:05

Following a recent incident where I had to speak to a customer service agent, I have been sent a text message to put forward my views of how the situation was handled.

Are the return texts free from a VM mobile?

devilincarnate · 12-05-2013, 17:12

I do believe so

harry_hitch · 12-05-2013, 17:15

I would guess so. I am being genuinely serious here and I don't wish to sound flippant, given the compensation post you put on here a few days ago, but I am sure you could claim any possible costs back via you bill. (I am not advocating that you do claim, but it will certainly be an option for you, if that is the path you wish to take.) They are asking for your opinion after all. Like I say though, I guess it will be free!

12-05-2013, 17:16

That should be a fun read ,maybe you and JustaBloke can collaborate

Qtx · 12-05-2013, 17:27

Quote:

Originally Posted by RichardCoulter

Following a recent incident where I had to speak to a customer service agent, I have been sent a text message to put forward my views of how the situation was handled.

Do you think the return messages will actually be read and your opinion acted upon by VM?

They are mostly interested in if you would recommend VM to others going by e-surveys in the past.

paultrademark · 12-05-2013, 17:28

Don't forget to claim for your time it took to reply

Russ · 12-05-2013, 17:28

Just a heads-up to ensure that the question of whether these texts will be free for the OP is the only topic being discussed in this thread.

12-05-2013, 18:28

Moderated - Content Removed. When a Cable Forum Team member posts in bold it is an instruction which should be obeyed.

RichardCoulter · 12-05-2013, 19:23

Thanks for the replies. I'm not too worried about the cost as an individual customer as it should be under 30p.

I have also thought about what they would actually do with the information

I've never been asked my opinion via text before after contacting customer services, so am wondering if this is just a money making excercise for those on Virgin Mobile and/or a marketing scheme disguised as something else as QTX says.

I am happy to participate in genuine research by VM to help improve customer service, but not if it's really for something else.

Has anyone else had any experience of this?

---------- Post added at 17:23 ---------- Previous post was at 17:20 ----------

Quote:

Originally Posted by paultrademark

Don't forget to claim for your time it took to reply

Time shouldn't be an issue, as it says that only 3 short texts will be sent. In any case, I'm currently in hospital, so have plenty of time on my hands

dilli-theclaw · 12-05-2013, 19:44

When I gave feed back via text message with regards my last call to customer services they came out of my allowance - so they were included in my 'unlimited' bundle.

12-05-2013, 19:50

Quote:

Originally Posted by RichardCoulter

Thanks for the replies. I'm not too worried about the cost as an individual customer as it should be under 30p.

I have also thought about what they would actually do with the information

I've never been asked my opinion via text before after contacting customer services, so am wondering if this is just a money making excercise for those on Virgin Mobile and/or a marketing scheme disguised as something else as QTX says.

I am happy to participate in genuine research by VM to help improve customer service, but not if it's really for something else.

Has anyone else had any experience of this?

---------- Post added at 17:23 ---------- Previous post was at 17:20 ----------

Time shouldn't be an issue, as it says that only 3 short texts will be sent. In any case, I'm currently in hospital, so have plenty of time on my hands

Ben MCR should be able to confirm but I think its something they do called Voice of the Customer which helps in feedback for their staff. Berkett mentioned it at one of his Investor sessions when he was talking about Brand Values. I don't think you are charged.

spiderplant · 12-05-2013, 20:20

Quote:

Originally Posted by Top banana

Ben MCR should be able to confirm but I think its something they do called Voice of the Customer which helps in feedback for their staff.

VoC is just one of several customer feedback initiatives. VM management take feedback very seriously.

RichardCoulter · 16-05-2013, 21:08

Well, whilst in hospital with nothing better to do, I phoned Virgin Mobile today to ask if these texts would be free.

I was assured that they would be, so answered the first question, but then didn't receive the second question!

I sent another text to ask what was going on and, as at this point in time, received nothing back.

I checked my balance and found that I had been charged for three texts, when I had only made two supposedly free ones.

I rang Virgin Mobile to see what was going on and was asked for my 'phone number. I explained that I didn't know it, but could go on line to get it from a shopping account that I have.

Whist doing this the agent retorted "how long are you going to be, it's already been five minutes" in an indignant tone of voice.

I explained that I would have expected him to be able to find it out himself eg caller display or by doing a search with my details.

He then said that I should call back when I had the number, or he could ring me later for it.

I said that I didn't want to go through the farce of press 1, 2, 3, 4 and music again as it irritates me. I then asked how he would be able to call me back for my number if he didn't have my number!

He then cut me off.

I then took a note of my own number and immediately rang back. After all the long intro, press 1, 2, 3 rubbish, I was met with a silent line.

I then called again, 1, 2, 3 blah blah and was eventually greeted with a message saying that the call centre had had to be evacuated.

I rang again and after the usual annoying stuff, got through to an extremely pleasent young lady (especially given my mood at this point).

I said that I hoped that nobody had been hurt in the evacuation- she knew nothing about it.

She was very apologetic, helpful and gave me a very good credit of airtime and texts to cover thr cost of the "free" calls and to apologise for the way I had been messed about and misled whilst trying to help VM by taking part in market research.

She also apologised on behalf of the male for the way that I had been spoken to/treated and said that she would speak to her manager to see if he could be traced and dealt with.

So, from my experience today, I have learnt that VM:

- Do try to charge customers when they participate in one of their surveys.

- Don't bother to follow the survey through and ignore requests for information as to why this is the case.

- Have some very good and some very bad staff working for their mobile 'phone arm.

Russ · 16-05-2013, 22:14

Quote:

Originally Posted by RichardCoulter

I rang Virgin Mobile to see what was going on and was asked for my 'phone number. I explained that I didn't know it, but could go on line to get it from a shopping account that I have.

Whist doing this the agent retorted "how long are you going to be, it's already been five minutes" in an indignant tone of voice.

I explained that I would have expected him to be able to find it out himself eg caller display or by doing a search with my details.

He then said that I should call back when I had the number, or he could ring me later for it.

I said that I didn't want to go through the farce of press 1, 2, 3, 4 and music again as it irritates me. I then asked how he would be able to call me back for my number if he didn't have my number!

He then cut me off.

I would be very surprised if this happened and if it did I'd be equally surprised if it occurred the way you describe.

jb66 · 16-05-2013, 22:20

when i done a survey question 2 came the next day...