Virgin Media Best For Customer Service

13 Nov 2017 | 03.23 pm

Virgin Media Best For Customer Service

Award from Customer Contact Management Association

13 Nov 2017 | 03.23 pm

Virgin Media has been declared tops for customer service by the Customer Contact Management Association at an awards ceremony celebrating high standards and service excellence by contact centres and shared services.

The telco came away with the ‘Best Customer Experience’ award at the CCMA’s annual awards, beating off competition from Eir, SSE Airtricity, Squarespace and Bank of Ireland.

Customer vice president Michael McCarthy said: “To ensure we put our customers’ experience at the centre of what we do, we set up a Customer Council which is led by our CEO, Tony Hanway. This cross-functional team developed a number of transformational programmes aimed at improving First Time Resolution, reducing calls and improving the satisfaction of our customers.

“The results are excellent. We have achieved a 39 point increase in Net Promoter Score (NPS), increased First Time Resolution by 20% and overall customer satisfaction has increased by 25%. These awards are a tremendous achievement and a testament to the whole Virgin Media team for the services we provide to our customers.”

The verdict of the CCMA is backed up by ComReg figures showing that Virgin had the lowest number of complaints per customer, compared to all other fixed operators, in the second quarter of this year.

The full list of winners is available on the CCMA website.

 

Photo (second from left to right): Virgin Media executives Anthony Dodson, Eric Mullane, Lisa Counihan, and Michael McCarthy. (Pic: Johnny Bambury)

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