Extraordinary circumstances + strong leadership = solutions.

Headline: "Virgin Media is creating more than 500 new customer contact centre jobs in the UK to help keep customers connected during the Coronavirus pandemic." *

After reading this article on-line this morning, I thought about what terrific leadership UK Virgin Media is showing by hiring more staff to handle their call-center overload during these highly volatile times.

Virgin Media is taking steps to fast-track the application and assessment process by using video interviews. This will dramatically reduce the application processing time and allow staff to start within weeks. *

This action shows innovation and dedication to give better service to their clients during a crisis. Showing that respect to help their customers during never-before-seen circumstances will also go a long way to retain client loyalty after the pandemic is over. 

Virgin Media is also creating new jobs, with flexible "work at home" schedules during a time where unemployment is hitting a critical high all over the planet. This is a smart, strong leadership decision that will not only benefit their clients with smaller wait times but also help people who are desperate for a steady income. Well done Virgin Media!

Now for the BIG Question. Why isn't every corporation with a call center doing this?

If you've been trying to reach a bank, an airline, a hydro provider, an internet provider, or any "big business", you know you are in for an interminable wait. (And that is if you're lucky enough not to have your call dropped after an hour-and-a-half of listening to wobbly recorded "wait music"!)

For many companies who constantly send out "We've-given-you-good-service-now-we're-raising-your-fees" notices, now is the time to prove it! Every company should be doing their best to up their client service performance to new levels, as well as looking for ways to create new jobs.

This pandemic is also a wake-up call to improve business crisis-management plans. 

While many people have been critical of governments that didn't foresee a problem like this, even though scientists and think-tanks have been discussing this for years, many businesses also seem to have been completely unprepared for this projected inevitability.

However, this obstacle can be turned into an opportunity to create new communications resources as well as create new jobs. This is a time to come up with creative solutions to benefit everyone. As my Dad used to say "When the going gets tough, the tough get going!

*Full Virgin Media article: https://www.virginmedia.com/corporate/media-centre/press-releases/virgin-media-creates-more-than-500-customer-contact-centre-jobs-to-keep-the-country-connected