Virgin Media could have a number of the quickest broadband downloads within the UK but it surely’s not all excellent news in relation to pace. Newest findings from telecoms regulator Ofcom, have revealed Virgin clients have been dealing with the longest and most irritating wait occasions when choosing up the cellphone and attempting to talk to somebody on the firm.
In response to the brand new stats in Ofcom’s fifth annual report, Virgin customers spent nearly 8 minutes ready for his or her calls to be answered in 2020. That is a rise of virtually six minutes over the earlier yr.
Together with Virgin Media, Virgin Cell additionally scored badly with customers of this community dealing with a wait time of virtually seven minutes. On the different finish of the size was EE with its crew choosing up the cellphone after only one minute and 15 seconds.
Different corporations that carried out properly included TalkTalk (1m:46s) and the Publish Workplace (1m:59s). BT, Sky and Vodafone all managed to reply in beneath 3 minutes 30 seconds in keeping with Ofcom which is round half the time Virgin customers have been caught on maintain for.
After all, with the COVID well being disaster, many corporations have been compelled to shut name centres and alter the way in which they obtained messages from clients but it surely appears some coped with this dramatic replace higher than others.
All broadband and landline suppliers’ common name ready occasions elevated in 2020. The business common name ready time elevated from 2 minutes 10 seconds in 2019 to 4 minutes 9 seconds. As with cellular, broadband and landline suppliers responded in numerous methods to the influence of the pandemic on their name centre capability, and a few suppliers discouraged clients from contacting them by cellphone.
Virgin is clearly conscious that it now wants to enhance with the corporate telling the BBC: “We’re pleased with how we rose to this problem.
“Nevertheless, we recognise there’s room for enchancment, which is why we’ve already elevated our investments in digital and customer support, together with creating greater than 1,000 buyer care roles within the UK final yr, and might be making additional enhancements later this yr.”
Ofcom says the Covid-19 pandemic has made telecoms companies extra necessary than ever to many individuals. Broadband and cellular have been thought-about to be crucial communications companies, and about half of broadband clients and 4 in ten cellular clients stated these companies had change into extra necessary to their family due to the pandemic.
“Telecoms firms tailored rapidly to fulfill hovering demand for his or her companies final yr – serving to to maintain the nation related,” stated Lindsey Fussell, Ofcom’s networks and communications group director.
“However some have struggled with customer support issues. We’re difficult them to behave now, so the telecoms business turns into the gold customary for customer support.”