- Virgin Media O2 has collaborated with the Institute of Customer Service on a structured training programme designed to upskill agents so they can better handle the most complex customer interactions.
- The training programme supports significant customer service improvements at Virgin Media O2, including a near 50% reduction in complaints last year, with 70% now resolved within 24 hours.
- Ongoing investment in AI tools, specialist teams and new partnerships are helping empower agents, make things easier for customers and deliver more personalised, effective customer service.
14 May 2026: Virgin Media O2 has collaborated with the Institute of Customer Service (ICS) to roll out a bespoke and officially recognised training programme for contact centre staff.
The first group of employees has completed an intensive training programme designed to strengthen the skills needed to manage customer relationships and build trust. The programme focused on practical techniques that deliver real service impact, including developing deeper customer relationships, understanding different service styles and customer types, enhancing emotional intelligence and empathy, and handling challenging interactions.
Following its initial success, the programme is now being rolled out more widely to agents across Virgin Media O2, including to additional frontline teams and partners.
This milestone forms part of Virgin Media O2’s wider commitment to transforming customer service. Over the past 18 months, performance has improved significantly, with the latest Ofcom data showing complaints fell again last year by almost 50%.
The company is investing around £2bn a year in its networks and services while simplifying systems and processes, upskilling employees, and removing persistent pain points to improve the overall customer experience.
Alan Stott, Director of Customer Contact, said: “Investing in our people is one of the most important ways we can improve the experience we deliver to our customers. This certified training programme gives our colleagues practical skills to better understand and support customers, resolve issues more effectively, and build stronger relationships. Ultimately, it will ensure our customers receive a consistent, empathetic and high-quality service every time they interact with us.”
Jo Causon, CEO of The Institute of Customer Service, said: “Investing in frontline capability is one of the most direct ways organisations can improve the experience they deliver – and Virgin Media O2’s commitment to a structured, certified training programme is a clear sign of intent.
“We look forward to working with Virgin Media O2 further to help their teams combine the right skills, behaviours and culture to raise the bar for customer service.”
Training builds on wider customer service improvement plan
The new training programme builds on other initiatives that are delivering enhanced customer service. Last year the company launched its own AI tool, Lumi AI, which supports agents with real-time prompts and insights based on millions of previous customer interactions.
As well as making improvements to how customers are first directed when they call in and minimising call transfers between teams, the operator is also using new tools to automatically summarise conversations, helping save agents time and reduce wait times for customers.
These technologies are designed to empower agents, giving them the tools they need to deliver better, more efficient service.
Further improvements include the creation of a specialist team of agents in Manchester tasked with handling complex and sensitive cases, as well as a partnership with Money Wellness to enhance support for customers experiencing financial vulnerability. Together, these initiatives are helping to transform how Virgin Media O2 serves its customers and underline its commitment to continuous improvement.
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