Feeds

BT coughs up compo to MoD

Genius way to cut answering times

Website security in corporate America

BT has paid over a million pounds to the Ministry of Defence for faking performance figures in one of its call centres.

The telco had several targets to hit, one of which was how long it took to answer, and successfully complete calls. If it failed to answer calls within a certain time they lost out on payments. In order to bring down average times staff in the call centre resorted to calling each other, and presumably answering the phone pretty damn quickly.

The scam was not discovered by performance management systems, but was uncovered later by BT. MoD police also investigated the fraud. The call centre in Kettering has now been closed and "certain BT staff involved in the activities of Kettering call centre have been released".

BT agreed to pay £1.02m in retrospective service payments, the £122,000 cost of the external investigation and £197,000 for the overstated calls. The figures were revealed in a National Audit Office report last night.

Management at call centres for the Defence Fixed Telecommunications project has been changed, and BT has to provide more detailed reports.

A BT spokesman said: "This is an old incident that has been covered in the media many times over the past two years. The staff involved were sacked a long time ago by BT and new measures are in place to the customer's satisfaction."

The full report is here (81 page pdf).®

Internet Security Threat Report 2014

More from The Register

next story
Phones 4u slips into administration after EE cuts ties with Brit mobe retailer
More than 5,500 jobs could be axed if rescue mission fails
JINGS! Microsoft Bing called Scots indyref RIGHT!
Redmond sporran metrics get one in the ten ring
Driving with an Apple Watch could land you with a £100 FINE
Bad news for tech-addicted fanbois behind the wheel
Murdoch to Europe: Inflict MORE PAIN on Google, please
'Platform for piracy' must be punished, or it'll kill us in FIVE YEARS
Bono: Apple will sort out monetising music where the labels failed
Remastered so hard it would be difficult or impossible to master it again
Phones 4u website DIES as wounded mobe retailer struggles to stay above water
Founder blames 'ruthless network partners' for implosion
Sony says year's losses will be FOUR TIMES DEEPER than thought
Losses of more than $2 BILLION loom over troubled Japanese corp
Radio hams can encrypt, in emergencies, says Ofcom
Consultation promises new spectrum and hints at relaxed licence conditions
prev story

Whitepapers

Secure remote control for conventional and virtual desktops
Balancing user privacy and privileged access, in accordance with compliance frameworks and legislation. Evaluating any potential remote control choice.
WIN a very cool portable ZX Spectrum
Win a one-off portable Spectrum built by legendary hardware hacker Ben Heck
Intelligent flash storage arrays
Tegile Intelligent Storage Arrays with IntelliFlash helps IT boost storage utilization and effciency while delivering unmatched storage savings and performance.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Beginner's guide to SSL certificates
De-mystify the technology involved and give you the information you need to make the best decision when considering your online security options.