Reply to post: Customer Services - A shambles by design

TalkTalk, Three, and Virgin Media, come on down! You've all won a prize for... not being that great at something!


Customer Services - A shambles by design

I think virgin hit the nail on the head but didn't finish the statement:

..."always looking at how we can further improve our customer service without having to invest real money into it".

Unfortunately call centers cost money, a lot of money. so you run it as 'efficiently' as possible with as few staff you can get away with. Staff retention is to be avoided where possible and pay them as little as possible. There is always another somebody wanting a job...

Which brings me onto Plusnet and its excellent customer service they spout on the TV/Radio. The last couple of calls to Plusnet took around 50 minutes to get through. Here's why this annoys me. There Plusnet call center is about 20 minutes away. That means I could drive to there call center, knock on the door and explain the issue and drive back with in that same time - Maybe a 'Drop in shop' when you have a problem is a way forward, it may be quicker - oh that would cost real money...

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