Applying for a job at virgin media

[Ozzy197]

Hi 

I have applied for the customer service representative role at virgin media but I wanted to see if someone can clear some question with regards what the targets are and if there too much sales targets as I have been reading employee reviews online and some have mentioned that as a customer service rep restating  you are expected to make outbound collection calls and also have to try and sell in every call or compliance will approach you if you don’t. Also you only allowed 60 seconds wrap after each call. Can someone working at virgin or previous worked here confirm if these reviews are  true or false and give some info in regards to expect as a customer service rep at virgin media. 

[newapollo · Accepted solution]

Hi Ozzy197,

Best of luck with your application, hoping you reach the interview stage.

Looking at the questions you've asked, and the sources you've already show that you forward thinking and making good use of the information on the VM site. They would be wonderful questions to ask at the interview stage and would also show interviewers how thorough you have been in the application process.

I haven't actually worked for VM, but I have a few friends that work at the local Preston Farm site. I have worked for n Power and Orange (EE)

As a CSR you wouldn't normally be expected to make outbound collections calls as that's a specialised department.

Sales targets would vary dependent upon your particular role, and achieving sales targets would stand you in good stead for future progression as well as helping increase your bank balance.

Some sales are as easy as just using a bit of common sense either by listening to the customer and their needs, or just looking at the package they are on and suggesting savings they can make by taking out a new contract or adding an additional service as the more services a customer takes the bigger the discounts. Something along the lines of, "oh, I see you're paying £xxx, I think I might be able to bring that down for you, or add a sim card for the same money" etc

Working at VM along with most call centres is team based, with lot's of friendships made. Opportunities to have fun days based on themes, or dress down days, competitions to win PlayStations, x-boxes, shopping vouchers, team nights out etc

AHT (Average handling time) and the amount of time in wrap (finishing off your notes) vary between departments and companies. 

It's very useful to make a copy of commonly used actions which you need to note on the account using notepad etc to annotate the account. This helps cut down on wrap time as you copy paste the info into the customers notes. It's also beneficial as it helps you make sure you haven't missed anything out, and often reading it back to the customer helps confirm they understand the actions you've taken.

A further tip is try and be personal, use their name, add a small bit of general chat whilst making notes or carrying out actions on the account so the customer knows they aren't being ignored, it also helps put them at ease.

When ending the call ask if they are happy with what you've done for them, if they have any further questions, anything else you can help them with etc.