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Virgin Media Seeks to Improve Customer Satisfaction

Posted: 05th Sep, 2007 By: MarkJ
Virgin Media is seeking to improve its customer satisfaction levels and reduce churn by installing Confirmit's feedback management system:

Virgin Media selected Confirmit as part of its strategy to maximise customer acquisition and retention in the highly competitive UK ISP market place. Confirmit enables Virgin Media to obtain invaluable customer feedback about its products and services and to monitor the effectiveness of its contact centre agents during each customer interaction.

Virgin Media manages around 4,000 calls each day from new and existing customers, enquiring about non-cable broadband services via an outsourced call centre facility. The quality of both inbound and outbound calls has to be of the highest quality in order to maximise customer satisfaction.

It's claimed that the system has already helped Virgin experience a significant improvement in customer churn during the first months of use.
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