2. DEVELOPING A DISTINCTLY VIRGIN
CUSTOMER SERVICE
THE
PROOF
IS IN YOUR
PEOPLE
JAMES SAMPERI DIRECTOR, ENGINE
EMMA WATKIN, SENIOR QUALITY MANAGER, VIRGIN MEDIA
3. Virgin Media 2015
UK’s leading quad-band provider
5m customer
relationships
serving 12.5m
homes in the UK
2
4. Virgin Media 2015
UK’s leading quad-band provider
Ambition to add
4m more in the
next 3 years.
Making 16.5m
3
8. 7
Vision setting .
iSee
Creating a
mindset
for great service
.
iSense
Enabling our
Managers
to lead high
performing teams.
iLead
Creating and
embedding
behavioral change
frameworks to guide
iAct
Right people,
right training,
right tools
iKnow
13. 12
How could we make
customer happier
everyday?...
• Fix things first
time around.
• Give reasons to
stay & create
commercial gains.
• Deliver Virgin
Branded
experience.
12
30. INTRO
VIRGIN MEDIA INTRO
‘I really found VOC a difficult KPI to achieve. I
felt I was doing the best job possible and still I
was getting surveys through which customers
weren't rating a 5 and couldn't work out why.
I felt this was an unfair KPI that I couldn't
control. But I was wrong!
I listened to my calls in Selfie sessions and
using the VoB framework I was able to
recognise how I could make my conversations
more memorable’
29
35. 34
INTRO
VIRGIN MEDIA INTRO
RESULTS
10,000
£1.25m
17% increase
30% increase
Successfully trained
Annual financial benefit
from reduction in churn
attributed to frontline
actions and behaviour
Positive behaviours recognised
by customers from 2010-14
In operational NPS (contributing to
customers likelihood to recommend)
34