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News : Virgin Media Creates More Than 500 Customer Contact Centre Jobs to Keep the Country Connected

#contactcenterworld, @virginmedia

London, UK, March, 2020 -- Like many other businesses, Virgin Media is receiving very high customer call volumes and is drafting in extra resources to help answer the phones and solve customer queries.

New jobs are being created at locations across the country on both a permanent and fixed-term basis. This will give new staff job security in the months ahead, as well as creating flexible employment opportunities for people who need to find work in the short to medium term. Roles will be based in Birmingham, Sheffield, Manchester and Teeside.

Virus quarantine measures have meant some Virgin Media call centres have had to close so the operator is prioritising calls from vulnerable customers and asking customers to only call in if they have an urgent query that can’t wait.

Virgin Media is taking steps to fast-track the application and assessment process by using video interviews. This will dramatically reduce the application processing time and allow staff to start within weeks.

Abby Thomas, Executive Director – Customer at Virgin Media, said: "We’re working day and night to keep the country connected and make sure services are running smoothly. In these difficult times, we’re really proud to soon be welcoming hundreds of new staff to our contact centres who will help us continue to serve our customers."

The company has introduced a number of measures to ensure its people remain as safe as possible while continuing to help answer customer calls and queries. This includes providing remote working capabilities, where possible, and ensuring strict social distancing and hygiene measures are in place for sites that need to remain open. Virgin Media has also agreed to provide flexible working patterns and up to two weeks paid leave for any staff members that need to look after their children while schools are closed.

Virgin Media will continue to closely monitor the situation and create more jobs in the coming weeks if necessary.

People can apply online.

Keeping the country connected as daytime usage increases

Virgin Media is continuing to monitor the performance of its network and is well prepared to manage traffic increases due to more people working from home.

Last week, downstream traffic increased by around 50% during daytime hours, but was still below evening peak levels. Upstream traffic – including traffic sent by customers on video calls - has increased by up to 95% during daytime hours.

#contactcenterworld, @virginmedia

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.webwire.com


About Virgin Media:
Company LogoWondering who we are? Well, we're the first people in the UK to offer you TV, Broadband, Phone and Mobile - all from one place. The future is bursting with fresh entertainment and communication possibilities. That's why we're here - to bring all the excitement to you and make your digital place the brilliant place it should be. Whatever you choose with Virgin Media, we're aiming to make the whole experience as effortless as the award-winning service our Virgin Mobile customers have enjoyed for years.
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Today's Tip of the Day - “Niceness” Alone Doesn’t Create Customer Loyalty

Read today's tip or listen to it on podcast.

Published: Monday, March 30, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

New 2021 Membership

About us - in 60 seconds!

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Upcoming Events

This Expert Panel virtual event invites you to talk with Calabrio’s cloud-smart experts about how your contact center can accelerate your cloud transformation and power tangible results for your business. Insights discussed are based on Calabrio's re... Read More...
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