Confirmit Virgin Media selected Confirmit as part of its strategy to maximize customer acquisition and retention in the highly competitive UK ISP market place. Confirmit enables Virgin Media to obtain customer feedback about its products and services and to monitor the effectiveness of its contact center agents during each customer interaction.
Virgin Media manages around 4,000 calls each day from new and existing customers, enquiring about noncable broadband services via an outsourced call center facility. The quality of both inbound and outbound calls has to be of the highest quality in order to maximize customer satisfaction.
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