What's the best time to get through to VM UK call centre?

[Saul's Grandad]

Our current VM contract expires this month so I tried to call Retentions this afternoon. However, instead of getting through to the UK call centre, I got through to a foreign call centre. The lady I spoke to was doing her best to be polite and helpful but the line was very poor so I missed a lot of what she was saying. She was obviously working through a script and didn't want to go to the nitty gritty of seeing what deal could be arranged. I made my apologies and ended the call because I was missing about half of what she was trying to say.

Is there a best time of day to call Retentions to get through to the UK call centre? They have always been very helpful and bad lines are not a problem. They can usually sort out a deal straightaway without having to go through a script asking for my favourite channels etc., which is why I would rather speak to them.

[daveeb]

Originally Posted by Saul's Grandad

Our current VM contract expires this month so I tried to call Retentions this afternoon. However, instead of getting through to the UK call centre, I got through to a foreign call centre. The lady I spoke to was doing her best to be polite and helpful but the line was very poor so I missed a lot of what she was saying. She was obviously working through a script and didn't want to go to the nitty gritty of seeing what deal could be arranged. I made my apologies and ended the call because I was missing about half of what she was trying to say.

Is there a best time of day to call Retentions to get through to the UK call centre? They have always been very helpful and bad lines are not a problem. They can usually sort out a deal straightaway without having to go through a script asking for my favourite channels etc., which is why I would rather speak to them.

Early, 9 am if possible. I've always got UK ringing at that time. In the afternoon it's a lottery. I also suspect you may have a better chance if you ring 150 from a VM landline (if you have one) rather than a mobile but that's just a hunch.

[Saul's Grandad]

Originally Posted by daveeb

Early, 9 am if possible. I've always got UK ringing at that time. In the afternoon it's a lottery. I also suspect you may have a better chance if you ring 150 from a VM landline (if you have one) rather than a mobile but that's just a hunch.

Thanks Dave - much appreciated 👍

[Saul's Grandad]

I phoned this morning and got straight through to Retentions at a UK call centre. The lady i spoke to was extremely helpful and polite and managed to sort out great deal for me...essentially the same as we have now but with a slightly bigger discount (result!). She even arranged for someone to come out to fix our outside cable junction box, whose cover has been broken for months, which I tried and failed to sort out with VM back in the bad old lockdown days, when you couldn't speak to an actual person without waiting for hours.

[daveeb]

Originally Posted by Saul's Grandad

I phoned this morning and got straight through to Retentions at a UK call centre. The lady i spoke to was extremely helpful and polite and managed to sort out great deal for me...essentially the same as we have now but with a slightly bigger discount (result!). She even arranged for someone to come out to fix our outside cable junction box, whose cover has been broken for months, which I tried and failed to sort out with VM back in the bad old lockdown days, when you couldn't speak to an actual person without waiting for hours.

Glad it's sorted. The early bird etc....

[Rillington]

Which aspects of VM's customer service are offshored and which are based in the UK?

[daveeb]

Originally Posted by Rillington

Which aspects of VM's customer service are offshored and which are based in the UK?

Purely in my experience all of it is offshore apart from retentions who are often (but not always as mentioned above) in the UK.

[Rillington]

thank you for the reply.

Anyone care to hazard a guess as to why almost all of their customer service is offshored?

[pip08456]

Originally Posted by Rillington

thank you for the reply.

Anyone care to hazard a guess as to why almost all of their customer service is offshored?

No need to guess, its cheaper. Offshore is an overflow for UK based. UK based is small.

[Rillington]

If overseas and outsourced call centres are used as an overflow, I am curious as to why, if correct, that only retentions is UK-based.

[Mr K]

Originally Posted by Rillington

If overseas and outsourced call centres are used as an overflow, I am curious as to why, if correct, that only retentions is UK-based.

Because VM aren't interested in decent customer service, unless there's a risk of losing custom.

[Rillington]

even retentions now seems to be at least partly outsourced and offshored.

[daveeb]

Originally Posted by Rillington

even retentions now seems to be at least partly outsourced and offshored.

Just ring early (9 a.m) and you should be fine.

[Rillington]

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?

[spiderplant]

Originally Posted by Rillington

Are there any parts of the VM customer service operations that are still based in the UK?

Yes