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What's the best time to get through to VM UK call centre?
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Old 06-04-2023, 15:34   #16
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Re: What's the best time to get through to VM UK call centre?

Quote:
Originally Posted by Rillington View Post
It now seems that retentions has now been offshored. Are there any parts of the VM customer service operations that are still based in the UK?
When (date and time) did you ring them? I rang retentions two weeks ago at 9am and got UK.
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Old 06-04-2023, 16:27   #17
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Re: What's the best time to get through to VM UK call centre?

The UK team seems to have become a de facto 2nd line retentions team.
The last couple of times I've called and selected 'thinking of leaving' I've spoken to three different people on each call, with a structure something like the below:

1. > Usual CS who make an initial offer to stay which I reject, then transferred to:
2. > 1st line retentions (seems to be offshore) who make another offer I reject, then transferred to:
3. > 2nd line retentions in the UK who make a final offer before processing cancellation notice.
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Old 06-04-2023, 21:29   #18
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Re: What's the best time to get through to VM UK call centre?

I call about 1950 and usually get through to a UK call centre just before they close
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Old 07-04-2023, 00:13   #19
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Re: What's the best time to get through to VM UK call centre?

After Marks & Spenver closed our store, I decided to try buying some clothes via their website. I have had far too many problems to go into, but I was shocked to find that this once great company now uses an offshore call centre.

The nonsense and blatant lies have been jawropping. I am so disappointed that this once bastion of excellence customer service have reduced themselves to this.

After many decades i've decided to stop using them.

Last edited by RichardCoulter; 07-04-2023 at 00:17. Reason: Spelling & completion. Fac HTH.
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Old 07-04-2023, 12:52   #20
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Re: What's the best time to get through to VM UK call centre?

Quote:
Originally Posted by RichardCoulter View Post
After Marks & Spenver closed our store, I decided to try buying some clothes via their website. I have had far too many problems to go into, but I was shocked to find that this once great company now uses an offshore call centre.

The nonsense and blatant lies have been jawropping. I am so disappointed that this once bastion of excellence customer service have reduced themselves to this.

After many decades i've decided to stop using them.
2 questions:

What's this got to do with the best time to call Virgin Media?

Why have you packed in Marks & Spenser because of their terrible offshore call centre but still use Virgin Media despite spending years complaining about their offshore call centre at every possible opportunity? I genuinely don't understand why.
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Old 07-04-2023, 13:12   #21
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Re: What's the best time to get through to VM UK call centre?

9:53am is the sweet spot I find. They've had time to have a coffee and arent too hacked off yet.
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Old 11-04-2023, 13:59   #22
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Re: What's the best time to get through to VM UK call centre?

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Originally Posted by spiderplant View Post
Yes
Thank you for the reply.

Which aspects of VM's customer service is still UK-based?

---------- Post added at 12:59 ---------- Previous post was at 12:58 ----------

Quote:
Originally Posted by daveeb View Post
When (date and time) did you ring them? I rang retentions two weeks ago at 9am and got UK.
Mid-morning iirc.
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Old 11-04-2023, 14:47   #23
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Re: What's the best time to get through to VM UK call centre?

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Originally Posted by Rillington View Post
Which aspects of VM's customer service is still UK-based?
Can be any of them. You call gets routed to whoever is available.
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Old 11-04-2023, 19:35   #24
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Re: What's the best time to get through to VM UK call centre?

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Originally Posted by spiderplant View Post
Can be any of them. You call gets routed to whoever is available.
And if you don't like who/ where you get , terminate the call and try another time. If you get someone with a Scottish accent its usually a good sign
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Old 12-04-2023, 14:25   #25
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Re: What's the best time to get through to VM UK call centre?

That's exactly what I now do regarding retentions as most of my calls to VM are retention-related.
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