Transforming our customer service

We invest millions of pounds daily to improve our network to ensure it is faster and more reliable for you, and to meet the sharp rise in data demand. But what happens when things don’t go right and you need a little helping hand?

While most of our customers are satisfied with the service they receive, we are committed to doing better to give everyone greater confidence that, if an issue does arise, you will be able to contact us easily and we’ll be able to provide a speedy resolution. Basically, if there’s a problem, we’ll fix it for you.

With more than £5 million invested daily across our services, our changes are already showing positive results with complaints dropping significantly, while more issues are being resolved within 24 hours and the average call waiting times have been slashed. And that’s just for starters.

Here’s how we’re transforming our customer services.

We have nearly doubled our investment in customer service and we’re targeting it to the areas that will make the biggest difference to you. That means we’ve boosted the number of care agents to more than 9,000, including recruiting specialist teams that handle the most complex queries. We recently created a specialist team of more than 500 multi-skilled agents to tackle such issues.

But having a load more agents means nothing if they don’t have the gear to solve your problems. That’s why we’re also investing in new IT tools so our agents can more easily access the information they need to help resolve your issues first time.

We’re creating a single customer service unit that will enable agents to support all Virgin Media and O2 customers. No one likes it when they’re passed around teams and obliged to continually repeat their problems time and time again.

This simplification means our agents can better support you with whatever help you need. This will take some time, but in future, you will dial a single number and wait in one queue to get assistance with your broadband, TV, landline or mobile.

We want to help our army of agents solve your issues without handoffs and delays, so we’re investing in enhanced training for them. Whether it’s service issues, billing questions or mobile upgrades, these queries can now be resolved first-time by our multi-skilled crew. Our in-store teams are also receiving extra training to help you resolve things during your visit.

Our agents are also receiving AI support. These are helpful tools that utilise artificial intelligence to help support them (and therefore you) to resolve a wider range of issues, meaning you can get faster support whenever you need it.

Whenever we receive a complaint, we take it seriously. Using data relating to common frustrations has helped us identify the root cause of customer issues, so we can tackle things that consistently bother you.