Virgin Media, the leading cable and fiber operator in the U.K has announced that it will be insourcing all of its customer-facing install and service activity to further enhance the experience given to its customers.
This change, made following direct customer feedback, will see Virgin Media increase its directly employed engineer workforce by more than 700 taking its total number to 1,800. This will provide new and existing customers with a much improved experience when they have their services installed or issues fixed that require an engineer visit, said the Operator.
Previously, a proportion of in-home visits were carried out by contracted partners. Some of the 700 employed engineers will be transferred over from those partners with the remaining workforce recruited externally.
Last year, Virgin Media re-trained its engineers and installation teams for the launch of its Intelligent WiFi proposition which has resulted in improved connectivity around the home and greater service satisfaction. Further training is currently underway for those engineers joining the Virgin Media team.
Severina Pascu, Deputy CEO and CFO, Virgin Media
Bringing our customer-facing installation teams and engineers into Virgin Media will improve the service and experience our customers get from Virgin Media.
