What's the best time to get through to VM UK call centre?
06-04-2023, 14:34
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#16
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cf.mega poster
Join Date: Jan 2004
Location: Leeds
Posts: 1,320
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by 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?
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When (date and time) did you ring them? I rang retentions two weeks ago at 9am and got UK.
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06-04-2023, 15:27
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#17
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cf.addict
Join Date: Aug 2016
Services: VM broadband, Stream, phone. Sky Q
Posts: 438
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Re: What's the best time to get through to VM UK call centre?
The UK team seems to have become a de facto 2nd line retentions team.
The last couple of times I've called and selected 'thinking of leaving' I've spoken to three different people on each call, with a structure something like the below:
1. > Usual CS who make an initial offer to stay which I reject, then transferred to:
2. > 1st line retentions (seems to be offshore) who make another offer I reject, then transferred to:
3. > 2nd line retentions in the UK who make a final offer before processing cancellation notice.
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06-04-2023, 20:29
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#18
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Re: What's the best time to get through to VM UK call centre?
I call about 1950 and usually get through to a UK call centre just before they close
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06-04-2023, 23:13
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#19
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cf.mega poster
Join Date: Jan 2008
Posts: 10,133
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Re: What's the best time to get through to VM UK call centre?
After Marks & Spenver closed our store, I decided to try buying some clothes via their website. I have had far too many problems to go into, but I was shocked to find that this once great company now uses an offshore call centre.
The nonsense and blatant lies have been jawropping. I am so disappointed that this once bastion of excellence customer service have reduced themselves to this.
After many decades i've decided to stop using them.
Last edited by RichardCoulter; 06-04-2023 at 23:17.
Reason: Spelling & completion. Fac HTH.
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07-04-2023, 11:52
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#20
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by RichardCoulter
After Marks & Spenver closed our store, I decided to try buying some clothes via their website. I have had far too many problems to go into, but I was shocked to find that this once great company now uses an offshore call centre.
The nonsense and blatant lies have been jawropping. I am so disappointed that this once bastion of excellence customer service have reduced themselves to this.
After many decades i've decided to stop using them.
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2 questions:
What's this got to do with the best time to call Virgin Media?
Why have you packed in Marks & Spenser because of their terrible offshore call centre but still use Virgin Media despite spending years complaining about their offshore call centre at every possible opportunity? I genuinely don't understand why.
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07-04-2023, 12:12
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#21
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Woke and proud !
Join Date: Jun 2004
Services: TV, Phone, BB, a wife
Posts: 9,157
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Re: What's the best time to get through to VM UK call centre?
9:53am is the sweet spot I find. They've had time to have a coffee and arent too hacked off yet.
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11-04-2023, 12:59
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#22
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cf.mega poster
Join Date: Jan 2004
Services: Virgin Media, DAB
Posts: 1,156
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by spiderplant
Yes
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Thank you for the reply.
Which aspects of VM's customer service is still UK-based?
---------- Post added at 12:59 ---------- Previous post was at 12:58 ----------
Quote:
Originally Posted by daveeb
When (date and time) did you ring them? I rang retentions two weeks ago at 9am and got UK.
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Mid-morning iirc.
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11-04-2023, 13:47
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#23
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cf.mega poster
Join Date: Jun 2003
Posts: 8,912
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by Rillington
Which aspects of VM's customer service is still UK-based?
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Can be any of them. You call gets routed to whoever is available.
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11-04-2023, 18:35
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#24
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Woke and proud !
Join Date: Jun 2004
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Posts: 9,157
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Re: What's the best time to get through to VM UK call centre?
Quote:
Originally Posted by spiderplant
Can be any of them. You call gets routed to whoever is available.
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And if you don't like who/ where you get , terminate the call and try another time. If you get someone with a Scottish accent its usually a good sign
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12-04-2023, 13:25
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#25
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cf.mega poster
Join Date: Jan 2004
Services: Virgin Media, DAB
Posts: 1,156
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Re: What's the best time to get through to VM UK call centre?
That's exactly what I now do regarding retentions as most of my calls to VM are retention-related.
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