Case Study: Virgin Media achieves higher installation completion rates with ContactEngine

Across the whole of UK ContactEngine are in conversation with Virgin Media’s customers to ensure a first class service right from the off

Virgin Media partnered with ContactEngine to solve a costly and inefficient problem: failed installation visits. The telecoms provider had been relying on a manual call center process to confirm appointments, but it was delivering poor contact rates and weak customer experience.

ContactEngine implemented an automated appointment control service that used secure real-time customer data to confirm visit details through multichannel outreach, including landline and SMS. The solution also added backfill functionality to fill cancelled engineer slots. As a result, Virgin Media achieved 93% contact rates, installation completion rates improved to 93%–98% when customers were contacted, and technician productivity increased while reducing costs.

Virgin Media