The reason for the blank voicemails is the calls are occasionally silent, their call center dialer isn't very efficient! Often it's silent for 30 odd seconds of me yelling Hello... before I do eventually get put through to an agent! Strangely the calls stopped after my last post. ;P Hopefully they won't start calling my mobile too!
I heard Virgin arent doing so well recently so they are probably doing a cost cutting exercise. I've worked in companies who've gone through similar. They try to outsource some of they're activities to other companies and countries who charge less. Unfortunately quality often falls too from the customer's perspective. But foreign salespeople are often great at selling compared to us "polite" Brits! So despite our annoyance it's probably good for Virgin and it's shareholders, hopefully that will filter back through to us eventually.
The way these carousel (auto) dialers work is to start calling a range of numbers and then put any answered numbers through to an agent. Of course often there any no agents available because they are on other calls and all the callers gets is a silent line. It's done like those to keep a smal number of agents busy all the time.
What I like best are calls where the agents first starts by saying they are not trying to sell me something. Usually after explaining to them that someone must be paying their salary and it's not going to be me, they hang up.
There are 10 types of people: those who understand binary and those who don't
I've just received a call from this number on my mobile, which I ignored as it was an 0800 number. As the caller didn't leave a voicemail message I presumed it was a scam. However, curiosity gained the better of me and I checked the number on the net to find it's an official Virgin Sales team number. I'm already pretty miffed with Virgin due to their appalling customer service. To further hack me off the've announced they're going to up my charges by £4:50 a month as they think I'll be ecstatic at the prospect of watching Geordie Shore!!! And they think I'm going to be interested in giving them more of my money? Seems if I go with another supplier for a year then Virgin will welcome me back at a heavily discounted rate!
Anyway, my point to Virgin is : rather than continue with following poor customer service practices, get a grip and start making improvements. In this case, if the person you called doesn't answer then leave a voicemail message and advise them what the call is about. Also, tell them where they can confirm that the number is a genuine Virgin call! Secondly, I would recommend you start offering incentives to your current customers rather than concentrating on trying to attract solely new customers! Of course you can continue with current practices until you have no customers left!
Oh! Good. They're now resorting to threats, that will help prop up an ailing business model ....... keep up the good work people, hopefully at this rate another company will take you over and finally start treating customers properly!