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Broadband and mobile operator Virgin Media (O2) has today announced the creation of a new dedicated team of 150 agents in Newcastle, who will be responsible for handling repeat customer calls. The goal is to help the telecoms provider to boost first-time resolution of more complex issues across their entire UK customer base.
The decision to establish the hub is said to have occurred following an internal review designed to better understand the reasons behind repeat customer contacts. That research found that around half of repeat calls originated from a small cohort of groups – customers with extended complex issues, vulnerable customers or those with specific needs, and nuisance or spam calls.
The new dedicated customer hub will thus be designed to better enable agents to provide tailored support for these repeat callers. For example, customers with extended complex issues will benefit from “greater continuity of ownership and proactive case management“, thus hopefully avoiding the frustration that can be caused by repeated explanations of their query to different agents at different times.