Westpac and Virgin may have a second management headache on their hands arising from the first month's operation of the co-branded credit card, relating to an accurate portrayal by the partners to prospective customers as to which institution a customer is forming a banking relationship with.When asked about the bank's service standards for the credit card on Friday, one of the bank's spinners said by email that the Virgin credit card was a Virgin Money product, and to ask them.In fact, the Virgin credit card is not a Virgin Money product but a Westpac product. Westpac is not just the credit provider, but also provider of all the service and support for the co-branded card. The fine print of Virgin's documentation describes the card as issued by Westpac.Westpac's staff at the call centre in Epping in Sydney handle calls for both Westpac credit cards and the new Virgin credit card, and, like bank call centre staff everywhere, deal with the calls in line with the script on the screen.At Westpac, this requires staff to adopt something of a split personality. Thus, if the call is from a customer with a credit card that's branded Westpac on the front, then the call centre worker may adopt a conventional, bank like approach to the call. Among other things, they might introduce themselves by their formal name; for argument's sake, Michael.If the call is made on an inquiry number for a Virgin credit card, Michael transforms into, Mick, hi, how ya goin', and the scripted patter involves lots of colloquial language.Westpac's management of the call centre has evolved a little from the original plans, given the unexpectedly strong level of interest. Back in April, Virgin's British management insisted that Westpac use dedicated staff; required the bank to renovate and redecorate one level of the Westpac building in Epping; repainted the walls in Virgin approved colours; installed sofas and televisions, and applied a veneer of Virgin corporate culture for those Westpac staff that would work on the card.But from the first days of trading for the Virgin card, Westpac farmed the work out to all the staff in the credit card call centre in order to cope with the surge in calls.A further twist to these management arrangements in that Westpac's credit card staff in Sydney are working in the knowledge that they will be out of a job. The Epping call centre is due for closure, with the work to be picked up by call centres Westpac bought from the administrators of Ansett Airlines in Launceston and Adelaide.