Virgin Media might have a number of the quickest broadband downloads within the UK but it surely’s not all excellent news in the case of pace. Newest findings from telecoms regulator Ofcom, have revealed Virgin prospects have been dealing with the longest and most irritating wait occasions when choosing up the telephone and attempting to talk to somebody on the firm.
Based on 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 dimensions was EE with its crew choosing up the telephone after only one minute and 15 seconds.
Different corporations that carried out properly included TalkTalk (1m:46s) and the Put up Workplace (1m:59s). BT, Sky and Vodafone all managed to reply in underneath 3 minutes 30 seconds in keeping with Ofcom which is round half the time Virgin customers had been caught on maintain for.
In fact, with the COVID well being disaster, many corporations had been pressured to shut name centres and alter the way in which they acquired messages from prospects 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 trade 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 several methods to the affect of the pandemic on their name centre capability, and a few suppliers discouraged prospects from contacting them by telephone.
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 got 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 can be making additional enhancements later this yr.”
Ofcom says the Covid-19 pandemic has made telecoms companies extra essential than ever to many individuals. Broadband and cellular had been thought of to be an important communications companies, and about half of broadband prospects and 4 in ten cellular prospects stated these companies had grow to be extra essential to their family due to the pandemic.
“Telecoms firms tailored shortly to fulfill hovering demand for his or her companies final yr – serving to to maintain the nation linked,” 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 trade turns into the gold normal for customer support.”