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Editor
of contact-centres.com waits 26 minutes to speak to an
agent - is this a record?
Near to our offices there is a Virgin Media 'Broadband Hub' which I believe supplies all the broadband feeds to both households and offices in the vicinity.
I noticed that the plastic cover had been removed which caused me concern especially as rainy weather is due overnight.
Although our broadband speed and connection seems to be unaffected I felt duty bound to inform Virgin-Media of the potential fault by calling their 0845 number.
After having numerous button pressing options and also the option of having the ability to choose my music on hold music I held on whilst trying to multitask and write this piece.
After several interruption from the announcer saying 'you are progressing up the on hold queue' I held on in the hope that sooner than later someone would answer as in effect I am doing Virgin Media a favour.
After 26 minutes Ashley answered and immediately asked for my telephone number I guess to get my account details. After explaining to him that we do not hold a Virgin Media telephone account as we prefer to be with Vonage ( www.vonage.co.uk - good plug for them!) I gave him full details of the potential fault.
I advised of this piece, written in part whilst held in a queue and or virgin's Press Office to call me first thing in the morning.
Lets hope that Virgin's press office is quicker on the telephone than their contact centre agents colleagues are!"
We live in hope.
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16th September 2009 |
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