Feeds

BT coughs up compo to MoD

Genius way to cut answering times

Beginner's guide to SSL certificates

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).®

Protecting against web application threats using SSL

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
Apple CEO Tim Cook: TV is TERRIBLE and stuck in the 1970s
The iKing thinks telly is far too fiddly and ugly – basically, iTunes
Israeli spies rebel over mass-snooping on innocent Palestinians
'Disciplinary treatment will be sharp and clear' vow spy-chiefs
Huawei ditches new Windows Phone mobe plans, blames poor sales
Giganto mobe firm slams door shut on Microsoft. OH DEAR
Phones 4u website DIES as wounded mobe retailer struggles to stay above water
Founder blames 'ruthless network partners' for implosion
Found inside ISIS terror chap's laptop: CELINE DION tunes
REPORT: Stash of terrorist material found in Syria Dell box
OECD lashes out at tax avoiding globocorps' location-flipping antics
You hear that, Amazon, Google, Microsoft et al?
Show us your Five-Eyes SECRETS says Privacy International
Refusal to disclose GCHQ canteen menus and prices triggers Euro Human Rights Court action
prev story

Whitepapers

Providing a secure and efficient Helpdesk
A single remote control platform for user support is be key to providing an efficient helpdesk. Retain full control over the way in which screen and keystroke data is transmitted.
Saudi Petroleum chooses Tegile storage solution
A storage solution that addresses company growth and performance for business-critical applications of caseware archive and search along with other key operational systems.
Security and trust: The backbone of doing business over the internet
Explores the current state of website security and the contributions Symantec is making to help organizations protect critical data and build trust with customers.
Reg Reader Research: SaaS based Email and Office Productivity Tools
Read this Reg reader report which provides advice and guidance for SMBs towards the use of SaaS based email and Office productivity tools.
Security for virtualized datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.