Investing and increasing monthly fees is something we all have to acknowledge. However, phoning 150 waiting 20mins until someone answers the call, I think is not money well worth spent.
Corporate emails by default saying the decision to increase our price packages is never an easy decision but we know that this will happen every year aimed at the first time subcribers but those who have been with, Telewest all the way to Virgin Media will be familiar with price increases happening every year. Those new to Virgin media will probably be questioning why does my bill keep getting larger. VM is a lead player and their BB package is excellent.
With all these price increases, surely they can sort out the waiting time on the phone or is that part of the business that has not been invested in.
as i always say 'companies are there to make money first then provide a service'.
'Is our Investment being used correctly' you aren't investing in anything. you are buying a product.
as for call waiting times. call centres get busy, that is the way companies want it. when i ran a call centre we had a lax period. i was told to get rid of the temps by the ceo. of course this then made the rest busy. companies certainly won't pay for call centre agents to sit there with their headsets looking into thin air. we had to be busy at all times whilst trying to stick to personal and the overall team targets.
The two things that indicate a poorly run C/S operation are..
1: Excess call waiting times, where callers consistently can't get through. This demonstrates understaffing.
2: Excess agent availability, where staff are idle for extended periods - this demonstrates overstaffing.
It's the job of any call centre management to strike the right balance between these two. At the moment, if even half of the posts on this board about C/S waits are correct, then Virgin is guilty of "1" at the moment.
Any company can be caught out by spikes in demand, I don't think many of us have a problem with that. Not reacting to said spikes or dealing with consistent queues, that's another issue.
@chenks wrote: which costs them less than employing more agents. i bet call queues didn't drastically improve though.
i'll guarantee the hamper costs didn't come out of profits though. it'll be charged back elsewhere somewhere down the line.
Actually, call queues disappeared entirely within a couple of weeks of the "episode". First Direct don't have IVRs - you call their number, and a human being answers. Usually within a couple of rings, very occasionally it may take a minute or two. Their rates aren't the best, but their service consistently is.
Like I say, the vast majority of companies have slogans of "offering the best customer service". There's very few that actually manage it. Not that it matters, but I'd put Virgin as very much average-at-best.