Virgin Media - We Hear You

Call centres

It’s often hard to understand call centre workers

Some of you commented that there was often a breakdown in communication when speaking to our call centres.

Our call centres are improving

Although we do have call centre teams both in the UK and India, we don’t think this has to mean an inferior service. We’ve started a ground-breaking new programme called ‘Get Talking’ in our Indian call centres. It’s designed to sensitively address language, accent and cultural differences. We’re continuing to invest in training and already we’re seeing a reduction in complaints about our call centres, and that can only be a good thing.