Actavo is Virgin Media Ireland’s exclusive partner in providing the installation and support of its high-speed Triple Play offering (Broadband, Cable TV and Telephony). Actavo also provides network maintenance support and reverse logistics for the return of Customer Premise Equipment (CPE).
Scope of works
Actavo’s circa 90 In-Home field crew supported by 30 back office agents, provide installation and breakdown services to customers on the Virgin Media hybrid fibre coaxial (HFC) cable and Virgin Media fibre broadband and TV networks. Actavo also provides 40 technicians to support the maintenance of the HFC cable network from both preventive maintenance and find and fix perspectives. Actavo manages the reverse logistics for the collection and return of preferred CPE.
Since 2013, Actavo has been Virgin Media’s sole supplier of In-Home Operations in Ireland. Actavo provides end-to-end services in respect of maintenance, installations and service. Actavo has completed circa 60,000 broadband and TV installation truck rolls and 50,000 service call truck rolls per annum since 2013. Network maintenance teams support the preventive maintenance, network up-time and high standards of network fault resolution times to support Virgin Media’s customers.
Customer Experience (CX)
Actavo’s KPIs for the past 2 years have not fallen below 95%. 100% of customer complaints have been responded to within 24 hours, including updating the Virgin Media database. Actavo supported the implementation of Virgin Media’s “Red House” customer experience approach, improving Net Promotor Scores (NPS) from sub 40 to 66 from 2018 to 2020 for customer installations. Within the last 2 years, Actavo supported this roll-out by upskilling the entire Actavo Virgin Media field team, through the provision of circa 360-man days of bespoke training courses.
In addition, Actavo has upskilled and hired new teams to manage the rollout of Fibre to the Home (FTTH) across the Virgin Media footprint. Actavo runs regular journey mapping workshops to ensure it has the tools, business processes and people to deliver an excellent service experience.
Actavo provides a fully branded solution to the end customer, representing Virgin Media in a manner which is efficient, customer-centric and fully brand-compliant.
Solutions to challenges
Flexibility and reliability
During the Covid-19 crisis, Actavo quickly updated SOPs and drafted Covid-19 protocols to allow technicians to safely enter customer properties during lockdown. With customers working from home, Actavo was available to support them and to install and restore Virgin Media Broadband and TV services in as close to business as usual as practical.
When Virgin Media’s offshore support centres were shut down due to Covid-19, Actavo assumed responsibility for online sales order entry and processed 6,000 orders during the period. During this time Virgin Media had also planned to pilot a new TV platform, VTV360 – this was kept on track when Actavo provided an end-to-end solution for the pilot, setting customer appointments, completing installs and assigning five tech support specialists, providing 2,400 hours of support for the customer pilot, freeing up critical Virgin Media staff to support existing customers.
In response to Virgin Media’s “Red House” experience, whereby the technician completes a customer product demonstration, a room-by-room preventive maintenance check and WiFi survey and connects customer devices where appropriate, Actavo deployed a new field technician Customer Experience Strategy, which led to a 25-point improvement in Net Promotor Scores for the newly installed VM customer base.
Benefits to client
Actavo provides an end-to-end service in respect of the network build, maintenance, customer installations and service calls. This one-stop shop approach provides the client with managed solutions, which offer an efficient and effective service tailored to their clients’ needs.
Actavo has built and maintained a high-functioning, collaborative partnership with Virgin Media over the past three decades. Actavo is committed to investing in service delivery to optimise what it can achieve for the client.
Research into customer behaviours and customer experience insight gained from feedback and customer data mining forms the basis of Actavo’s Service Delivery Strategy. From this clear understanding of the customer perspective, Actavo developed a strategy which puts the customer at the centre. It is also used as a blueprint for the training programme for Virgin Media technicians. Actavo uses Virgin Media customer satisfaction metrics to monitor its own performance, from executive level to field-based staff.