Been trying to get through to customer service as I need an engineer to come out to replace a damaged fibre optic cable outside. Been calling on and of since lunchtime and been subjected to those awful songs for hours now. Why is customer service so bad?
There's a variety of reasons for VM's current issues with call centre queues.
Firstly, the Covid-enforced closure of their offshore call centres and simultaneous reduction in staffing capacity onshore. They have many C/S staff home-working now, but whether it can replace all the lost capacity - only VM know for sure.
I wouldn't be surprised if people stuck at home in the current climate are more prepared to report faults that they would otherwise tolerate for long periods of time - to put it another way, many customers who would otherwise "suffer in silence", are calling to report issues. So increased call volumes.
There's an element of surmising in this synopsis, of course.
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