{"id":48314,"date":"2026-10-06T10:11:33","date_gmt":"2026-10-06T09:11:33","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=48314"},"modified":"2026-10-06T15:29:42","modified_gmt":"2026-10-06T14:29:42","slug":"virgin-media-o2-create-new-team-in-newcastle-to-help-handle-repeat-uk-calls","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2026\/10\/virgin-media-o2-create-new-team-in-newcastle-to-help-handle-repeat-uk-calls.html","title":{"rendered":"Virgin Media O2 create new team in Newcastle to help handle repeat UK calls UPDATE"},"content":{"rendered":"

Broadband and mobile operator Virgin Media<\/a> (O2<\/a>) has today announced the creation of a new dedicated team of 150 agents in Newcastle, who will be responsible for handling repeat customer calls. The goal is to help the telecoms provider to boost first-time resolution of more complex issues across their entire UK customer base.<\/p>\n

The decision to establish the hub is said to have occurred following an internal review designed to better understand the reasons behind repeat customer contacts. That research found that around half of repeat calls originated from a small cohort of groups \u2013 customers with extended complex issues, vulnerable customers or those with specific needs, and nuisance or spam calls.<\/p>\n

The new dedicated customer hub will thus be designed to better enable agents to provide tailored support for these repeat callers. For example, customers with extended complex issues will benefit from “greater continuity of ownership and proactive case management<\/em>“, thus hopefully avoiding the frustration that can be caused by repeated explanations of their query to different agents at different times.<\/p>\n

In addition, vulnerable customers often require additional support and will benefit from speaking to a familiar advisor who is empowered to spend more time ensuring that support is provided and fully understood. Meanwhile nuisance calls, which are generated in the same way as those received on people\u2019s mobile phones, will also be routed through to this team, preventing them from consuming agent resources and helping to reduce waiting times for genuine customer calls.<\/p>\n

The 150 agents involved in the new hub will naturally receive enhanced training to support all of this and to provide a more personalised experience.<\/p>\n

Alan Stott, Virgin Media<\/a> O2<\/a>\u2019s Chief Operating Officer, said:<\/strong><\/p>\n

\u201cWe\u2019ve made huge strides in our customer service over the last two years, with complaints significantly reduced and first-time resolution \u2013 the gold-standard of customer service \u2013 on the rise. But we know there\u2019s even more we can do to deliver for our customers.<\/p>\n

That\u2019s why we started a deep-dive to understand why, in some cases, first-time resolution wasn\u2019t being achieved, and we found that almost half of repeat calls were being driven by a small subset of customers.<\/p>\n

Through launching this new team of agents in Newcastle, we\u2019ll be able to ringfence these calls so that those repeat callers benefit from a dedicated advisor better equipped to help them, while also freeing up our wider team of agents to respond to other customers more quickly and efficiently.\u201d<\/p><\/blockquote>\n

The development could perhaps also be seen as a counterbalance to Virgin Media<\/a>’s recent move to make greater use of AI based support agents (here<\/a>).<\/p>\n

UPDATE 3:23pm<\/strong><\/p>\n

ISPreview queried why nuisance calls would also be routed through to this team, rather than just blocked.<\/p>\n

A spokesperson for VMO2 told us:<\/strong><\/p>\n

“We do of course have active blocking for known spam numbers and are already stopping thousands from getting through. The issue is as soon as we isolate one, a replacement can be set up very quickly.<\/p>\n

Before the Newcastle hub team was set up, a spam call from a repeat \u2018offender\u2019 could land with any one of our agents, making it more likely that repeat nuisance calls from the same number aren\u2019t identified, or at least aren\u2019t identified as quickly.<\/p>\n

By now routing repeat spam calls through to the new smaller team in Newcastle, they can be identified and blocked more quickly.”<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Broadband and mobile operator Virgin Media (O2) has today announced the creation of a new dedicated team of 150 agents in Newcastle, who will be responsible for handling repeat customer calls. The goal is to help the telecoms provider to boost first-time resolution of more complex issues across their entire UK customer base.<\/p>\n","protected":false},"author":1,"featured_media":44230,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[32,475],"class_list":["post-48314","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-o2","tag-virgin-media"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/117393194664888272","error":""},"yoast_head":"\nVirgin Media O2 create new team in Newcastle to help handle repeat UK calls UPDATE - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Broadband and mobile operator Virgin Media (O2) has today announced the creation of a new dedicated team of 150 agents in Newcastle, who will be\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2026\/10\/virgin-media-o2-create-new-team-in-newcastle-to-help-handle-repeat-uk-calls.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Virgin Media O2 create new team in Newcastle to help handle repeat UK calls UPDATE - 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