Feeds

UK gov call-centre serfs told: Fondle your button for HAPPINESS

If your caller is happy and you know it, touch your screen. If your caller is happy and you...

Maximizing your infrastructure through virtualization

Has anyone in the world ever phoned up a call centre to pass on how overjoyed they are about an organisation and its services?

The British government certainly seems to think so, because it's introduced a new on-screen button for its headset-sporting apparatchiks to hit whenever someone rings up to heap praise.

Designed by El Reg favourite the Government Digital Service (GDS), the new button allows call-centre staff working for that throne of authority the, er, Office of the Public Guardian (OPC) to log a cheery caller as positive (revealing that up until now no such category was needed for the records).

The GDS proudly oversaw the creation of an online lasting power of attorney service at the OPC, which allows someone to log on and nominate someone to make decisions on their behalf.

Apparently, people are so delighted with the service that they have been ringing in to praise it. Considering the sorts of reasons why people generally need to grant the power of attorney to a third party, this may not be surprising.

In a transcript of an interview with a GDS spindoctor, Kathy Settle, director of the GDS, said: "All their call centre operatives have a screen that they have to touch, so when they get a call they can allocate it to a particular topic, and they’ve recently just had to add a button where you can just record that someone’s made a call to give some positive feedback.

"So it’s the first time ever there have been lots and lots of calls they have received that has purely been positive feedback, so we’ve now got a positive feedback button on their screen and that’s fantastic news."

The interviewer, a man known only as Matt, then replied: "That’s terrific."

The government installed the happy button because it cares how the public feels, apparently.

A government source said: "The Cabinet Office [which runs GDS] is always interested in hearing what people think, so that's why this new service has been installed. There must be people who phone up with positive feedback, otherwise it wouldn't have been installed." ®

Top three mobile application threats

More from The Register

next story
Arrr: Freetard-bothering Digital Economy Act tied up, thrown in the hold
Ministry of Fun confirms: Yes, we're busy doing nothing
Help yourself to anyone's photos FOR FREE, suggests UK.gov
Copyright law reforms will keep m'learned friends busy
Apple smacked with privacy sueball over Location Services
Class action launched on behalf of 100 million iPhone owners
US judge: YES, cops or feds so can slurp an ENTIRE Gmail account
Crooks don't have folders labelled 'drug records', opines NY beak
ONE EMAIL costs mining company $300 MEEELION
Environmental activist walks free after hoax sent share price over a cliff
UK government officially adopts Open Document Format
Microsoft insurgency fails, earns snarky remark from UK digital services head
You! Pirate! Stop pirating, or we shall admonish you politely. Repeatedly, if necessary
And we shall go about telling people you smell. No, not really
prev story

Whitepapers

Designing a Defense for Mobile Applications
Learn about the various considerations for defending mobile applications - from the application architecture itself to the myriad testing technologies.
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Top 8 considerations to enable and simplify mobility
In this whitepaper learn how to successfully add mobile capabilities simply and cost effectively.
Seven Steps to Software Security
Seven practical steps you can begin to take today to secure your applications and prevent the damages a successful cyber-attack can cause.
Boost IT visibility and business value
How building a great service catalog relieves pressure points and demonstrates the value of IT service management.