Case Study: Virgin Media cuts handset exchanges 38% and saves millions with eGain Knowledge+AI

eGain Knowledge+AI Reduces Unnecessary Handset Exchanges and Saves Millions of Pounds

Virgin Mobile, a leading UK virtual mobile network with over four million customers and a 1,000+ strong customer service team handling roughly 25,000 calls daily, faced rising handset and service complexity that was driving up support costs and threatening consistency of service. The company needed a cost‑effective way to maintain its differentiated, high‑quality customer experience across large volumes of inquiries.

After a successful pilot, Virgin Mobile implemented eGain Knowledge+AI to guide agents through diagnostics and resolutions. Within six months the program delivered major gains — a 38% reduction in handset exchanges, 30% improvement in accuracy of questioning, 23% better call quality, 19% improvement in first‑call resolution, a 90% improvement in call handling/agent satisfaction — and achieved ROI in under 12 months, prompting full rollout.

Virgin Media

Jason Tye

Knowledge Manager