Articles about Call Centre

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Capita hiring temps to cover for call centre redundancies – staff sources

Capita is hiring a bunch of temps to deal with customer requests being directed at its O2 call centre, just months after initiating a redundancy scheme due to perceived lower levels of work. This is according to the outsourcer’s staff based north of the border in Glasgow, who agreed voluntary redundancy terms last summer but …
Paul Kunert, 25 Jan 2016

Serco slashes profit outlook thanks to call centre biz exit

Profits at outsourcing giant Serco are expected to plunge by almost 50 per cent next year to £50m next year, on revenue down 20 per cent to £2.8bn, according to a statement released today. The warning follows the loss of a number of key public sector deals which had previously contributed toward a sizeable chunk of its revenue …
Kat Hall, 07 Dec 2015
A large hand flicks an icon of a little red man. Image via shutterstock (Lasse Kristensen)

Capita: O2 call centre staff exodus is premature evacuation

Capita has “invited” O2 call centre staff with one eye on the exit to stick around for a little longer, and the resulting excitement at such a prospect is palpable. Some 700 workers opted for voluntary redundancy last month, helping the outsourcing monster wring more profits from the £1.2bn, ten-year contract signed with O2 in …
Paul Kunert, 29 Sep 2015

Sophos' putrid patch snuffs Citrix kit, kills call centre

A Sophos Web Appliance update has crashed users' PC fleets including knocking offline the Australian call centre of a global company for two days after support was quietly revoked for SSL 3.0 ciphers used in Citrix Receiver. The British security firm pushed out update version 4.0.2.3 last week to correct four non-critical issues …
Darren Pauli, 29 Jun 2015
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Reg reader casts call centre spell with a SECRET WORD

On-Call Is there anything worse than a contact centre operative who just will not help you, even if you've told them there are metaphorical flames licking around your feet, and no matter what their script says they really need to help you out? NOW!? Reader Alan hit just such an operative when, back in the day, he tended a 4.5Mbps …
Simon Sharwood, 19 Jul 2015

UK call centre linked to ‘millions’ of nuisance robo-calls raided by ICO

UK data privacy watchdogs raided Thursday a call centre allegedly linked to millions of nuisance calls. Officers from the ICO (Information Commissioner's Office) and Trading Standards conducted the operation against a business in the Brighton area suspected of using automatic dialling technology to make four to six million …
John Leyden, 12 Mar 2015
Plain Capita logo

Capita: Call centre workers, can you fall on your swords? Please?

The kind souls at Capita are placing hundreds of workers at risk of redundancy at call centres across the UK that service O2 clients, according to documents seen by The Channel. The work was outsourced to Capita back in 2013, the contract is valued at £1.2bn over ten years and is the biggest of its kind. The Communications …
Paul Kunert, 25 Jun 2015
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Sources: Azzurri coughs £1m to end O2 call centre spat

Azzurri has settled a seven-figure dispute with O2 after a financial spat erupted over a Glasgow call centre it runs on behalf of the telco, well-placed sources have told The Channel. Under the multi-year outsourcing agreement, Azzurri - an O2 Centre of Excellence partner - was paid a fee to run a support desk for O2's small biz …
Paul Kunert, 05 Nov 2013
The Register breaking news

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

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 …
Jasper Hamill, 27 Aug 2013
The Register breaking news

BBC-featured call centre slapped with hefty fine for unwanted calls

A company that is currently featuring on the BBC3 television programme The Call Centre has been fined £225,000 for making nuisance calls to Brits, the Information Commissioner's Office said today. The penalty - the first ever awarded to a cold-calling firm offering payment protection insurance refunds - was slapped on two …
Kelly Fiveash, 18 Jun 2013
The Register breaking news

O2 scoffs at call-centre outsource fears, forgets to rule it out completely

Rumours that O2 UK plans to outsource all its telephone support work have been dismissed as speculation by the mobile network operator. The cynical among us will note that's not the same as completely ruling it out. The whisperings were enough to prompt an emergency motion from the Communication Workers Union, stating that more …
Bill Ray, 25 Apr 2013

IT bloke publishes comprehensive maps of CALL CENTRE menu HELL

Most people can't bear to use automated call centre phone lines for even a few minutes. But one former IT manager has spent seven years on the phone in a bid to produce a map of Britain's phone menus. Nigel Clarke, a self-confessed "call centre menu enthusiast", released details of his project today on a site called www. …
Jasper Hamill, 17 May 2013

MtGox to customers: Your call is important to us … NOT!

Bitcoin owners keen to understand just what failed exchange MtGox may be able to do for them remain in the dark, after the outfit set up a call centre that, so far as The Register can tell, seldom picks up the phone. MtGox declared bankruptcy last week, taking more than $US400m worth of Bitcoin with it. Users are understandably …
Simon Sharwood, 03 Mar 2014
Preston McAfee Magic Formula

Do Telstra’s call centre cuts add up?

Telstra has announced it will close call centres in Lismore and downsize another in Townsville, and cut other jobs around the nation. The carrier has said the call centre jobs will go because call volumes have fallen 20% in the last 12 months. 30 per cent of customers, the company says, now use online customer service facilities …
Simon Sharwood, 21 Aug 2012
IBM Watson QA Power7 cluster

IBM puts supercomputer Watson to work in ROBOT CALL CENTRE

It's clever enough to beat humans on quiz shows and diagnose illnesses, but is IBM's artificially intelligent supercomputer tough enough to cope with angry consumers who've been on hold for three hours? IBM certainly seems to think so, as it has just given Watson a new job as a customer service manager. Rather than phoning a …
Jasper Hamill, 21 May 2013
The encryption key generation screen from Kim Dotcom's preview of his new cloud storage service

Dotcom's Mega to launch with mini call centre

The new mega.co.nz will launch with 50 gigabytes of cloud storage for all comers and a global customer support line, but just 15 to 20 staff to handle calls. Kim Dotcom has announced the 50GB allowance on Twitter, and Australian-based domain name registrar Instra has put up its hand as the new service's call centre. Instra's …
Simon Sharwood, 18 Jan 2013
The Register breaking news

Capita and pals get £500m for ZOMBIE APOCALYPSE call centre

The Department of Health (DH) has awarded a framework agreement to four suppliers for health-related managed contact centre services, worth up to £500m. Capita Customer Management, 118, Vangent and MM Teleperformance have been named as the chosen suppliers. According to a notice in the Official Journal of the European Union, the …
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Dell to axe 1,000-plus call-centre bods, enterprise staff in prep to go private

Dell is laying off staff in its enterprise division, The Register understands, as company honcho Michael Dell prepares to take his firm private. El Reg has heard that Dell is steadily ridding itself of enterprise workers, including senior technologists, strategists, developers, and sales employees, as well as a vice-president. …
Chris Mellor, 29 Aug 2013
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Phoenix burns engineering and Northampton call centre jobs

Phoenix IT Group has told HQ-based call centre staff and a bunch of field engineers that their jobs are at risk of redundancy, insiders have told The Channel. The headcount reduction is part of a phased plan to chop 300 workers, and is understood to have led to some rationalisation in sales and marketing including the exit of …
Paul Kunert, 30 May 2012

Ruskie rats selling Choose-Your-Own-Adventure love scams

Russians have delivered another blow to beleaguered love rats with the sale of automated and plug-and-play online dating scam packages. The services are slung on underground crime sites and promise a response rate of 1.2 percent from love luckless men. The rort will earn net scum US$2,000 a week if they send out 30 romance …
Team Register, 05 Jan 2016
T-Mobile Vairy Touch II

App cuts waiting out of call centre queues

A free app that takes away the frustration of being kept on hold during phone calls to corporations has launched in the UK, saving mobile users a pretty penny in the process, its developer claims. Matt King's WeQ4U promises to do all the waiting for you. The patent pending app allows you to hang up without losing your place in …
Caleb Cox, 01 Mar 2012

332M Kick Ass pirates get asses kicked by scareware ass-kickers

The world's most popular pirate torrent site KickAss Torrents is serving scareware advertising, helping dodgy call centre operators con users into handing over remote access to their machines. KickAss Torrents gained the top spot among movie, TV, and software pirates after the temporary scuppering of the Pirate Bay, which …
Darren Pauli, 28 Sep 2015
image from shutterstock_148618127

Capita given early Order of the Boot from £500m Post Office deal

Capita has been booted off a £500m deal with Fujitsu to supply a broadband network to the Post Office, following reports of underperformance by the outsourcer. In 2012 the Post Office signed up Fujitsu for the five year deal to provide its "next-generation network (NGN) broadband experience combined with enhanced customer care …
Kat Hall, 26 Oct 2015
The Register breaking news

500 jobs threatened as Virgin Media shutters Liverpool call centre

Virgin Media is closing its outsourced call centre in Albert Dock, Liverpool, and "consolidating" its operations by shifting to an existing site in Swansea. The telco said it hoped to "create a new in-house centre of excellence for customer management in Swansea". VM's two sites are run by IBM and its contract partners Adecco …
Kelly Fiveash, 30 Sep 2011
Broken piggy bank with coins surrounding it. Image via Shutterstock

HSBC COO ‘profoundly apologises’ for online outage

Updated HSBC has pushed forward its chief operating officer to "profoundly apologise" for the online outage that began on Monday morning and which is continuing to cause havoc for millions of internet banking customers. The bank's online banking for personal accounts continues to be out of action, with business banking running at a " …
Kat Hall, 05 Jan 2016
The Register breaking news

Virgin outsources techies, pulls plug on Trowbridge call centre

Virgin Media has announced a major overhaul of its IT operations on the same day it revealed plans to shutter a call centre in Trowbridge, Wiltshire, which has almost 500 staff members. The winding up of the call centre is part of Virgin's plan to shift its Mobile operation into the Virgin Media operation, which will mean a …
Team Register, 04 May 2011

TalkTalk confesses: Scammers have data about our engineers' visits to your home

A number of TalkTalk customers have had their maintenance visits data breached by fraudsters in an attempt to gain remote access of their computers, it has emerged. One customer, Chris, told The Register that a week after the cyber attack was reported he experienced some issues with his broadband, so TalkTalk sent an engineer …
Kat Hall, 08 Feb 2016

Fix sweetens foul cookie that kept open Aussie tax login portals

The Australian Tax Office (ATO) has crushed a cookie-related flaw in which sessions failed to close allowing the next user of a public computer to access tax records. The flaw reported to the office by Sydney Arduino tinkerer JP Liew occurs when tax payers obtain a PDF from the ATO and in doing so are directed away from the …
Team Register, 19 Nov 2015
Laurel and Hardy on the phone

Scammers going after iOS as fake crash reports hit UK

Tech support scammers have begun targeting UK iPhone and iPad users, offering to fix problems that don't actually exist. Cold call scams that seek to hoodwink Windows users into paying for useless remote diagnostic and cleanup services have been an issue for years. More recently, scammers have broadened their sights to target …
John Leyden, 21 Jul 2015

Ex-TalkTalker TalkTalks: Records portal had shared password. It was 4 years old

Exclusive Fraudsters who attempted to scam TalkTalk customers by using records of their maintenance engineer visits are thought to have bought that info from current or former staff. According to one ex-TalkTalk employee, who asked not to be named, the company uses a third-party system called Qube Portal to book visits and record …
Kat Hall, 09 Feb 2016

Xiaomi gears up for phone-free UK launch

Rising dragon Xiaomi launches its Mi brand and online store in the UK on Tuesday. However, before you rush off to order its cheap-but-good phones, you need to know that only four products are available – and none of them are phones. The initial items are two batteries (10400mAh and 5000mAh), expensive semi-open headphones, …
Simon Rockman, 01 Jun 2015
The Register breaking news

BT call centre staff snaffle £45m lottery win

A syndicate of seven or eight BT call centre staff are celebrating a massive Euromillions lottery win today. The workers, from BT's Royal House call centre in Liverpool, did not realise they'd won until they got into work this morning. They share a £45m win - giving each person a win of about £5.5m. Two different tickets won …
John Oates, 09 Nov 2009
The Register breaking news

Alan Sugar's 'cockup braindead in call centre clueless' BT row

Alan Sugar showed UK business how to secure tip top service from BT today, pursuing a dual strategy of ranting on twitter while pulling the "don't you know who I am" line on the call centre staff. Trouble first started brewing about six hours ago, with LordAlun taking a break from slagging off Piers Morgan and touting his new …
Joe Fay, 07 Dec 2010

Cyber racketeers convicted over $1bn international conspiracy

Two members of an illegal international gambling enterprise which operated over the net and telephone have been convicted of a racketeering conspiracy. Kelly Dorn, 53, of Oklahoma City, and Kory Koralewski, 45, of Parker, Colorado, were found guilty of the offence, while Dorn was additionally convicted of conducting an illegal …
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United Airlines accounts open to mass lock-outs

A simple brute-force attack is all that's needed to lock users out of their frequent flyer accounts. However, in spite fof the discovery, by Turrisio Cybersecurity security officer Yosi Dahan, being disclosed under the airline's bug bounty in March, the researcher is complaining that United isn't responding to him. Dahan says …
Darren Pauli, 10 Jun 2015

Phone scamming up 30 percent last year: Report

Retail and finance call centre phone scamming in the US is up 30 percent according to research. The 2014 findings are based on some 86 million scam calls a month picked up by Pindrop Security in which attackers aimed to obtain personal information on potential victims. The phone security company says one in 2200 calls are …
Darren Pauli, 18 Jun 2015
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Survey: Call centre data standards 'routinely ignored'

More than 95% of call centres were found to store customers' credit card details in recordings of phone conversations in breach of industry rules, according to a survey conducted by a call recording technology company. Veritape said that when it talked to 133 call centre managers, only 39% of them knew about industry rules …
OUT-LAW.COM, 16 Oct 2009
The Register breaking news

Garlands folds: 1000 call-centre jobs axed in Northeast

Garlands Call Centres has gone into administration with the likely loss of 1,000 jobs in the north east. The firm, which worked with Vodafone, TalkTalk and Virgin Media among others, promised better staff development than many call centres are infamous for. It had centres in Hartlepool Marina, Middlesborough and South Shields …
John Oates, 18 May 2010
The Register breaking news

Salmat to close city and regional call centres

Call centre outsourcing company Salmat has announced that Telstra is dispensing with most of the call centre services it supplies to the carrier. With a loss of business estimated at between AU$4 million and AU$5 million in EBITDA terms, the company will be closing call centres in regional centres Geelong, Wagga Wagga and …

Capita: Listen up redundo staff, we know you're leaving but...

The management team at Capita are all heart – they have asked staff being made redundant at a Glasgow call centre running O2’s phone support desk to prep newbies coming to the team. Some 700 workers – split evenly across centres in Bury and Glasgow – last week opted for voluntary redundancy, though according to the …
Paul Kunert, 18 Aug 2015
Confused computer keyboard

Take redundancy if you want, Capita IS for turning now, after all

Crapita is to shutter both the Bury and Glasgow call centres that provide phone support for O2 customers after hundreds of staff – all of those in scope – accepted voluntary redundancy, a union said. This is a complete about-turn by the integrator-cum-outsourcing monster which even until a few weeks ago was telling us that no …
Paul Kunert, 14 Aug 2015
hands waving dollar bills in the air

London fire brigade outsources 999 control centre to Capita

The London fire brigade is to outsource its 999 control centre to Capita. The deal will see Capita run the call centre on behalf of the brigade and also supply a new 999 control system. The 10-year agreement is expected to save the brigade £5m over its lifetime and is expected to go live later this year. Under the contract, …
WWI French tank picture via Shutterstock

Apparently we have to give customers the warm fuzzies ... How the heck do we do that?

Analysis “The customer is king” is up there with some of the most overused corporate mantras. But it has now been translated into a new buzzword – Customer Experience, or CX – and a whole industry is evolving on the back of it. The purveyors of enterprise software, cloud services and digital devices would have you believe you can …
Rachel Willcox, 27 Jan 2016
Chick and bunny Image via Shutterstock

Whew! How to tell if a DevOps biz is peddling a load of manure

Comment If you are a data centre provider with a new DevOps division that is actually just two blokes sat in a call centre who kind of know what DevOps is, then you're probably not doing DevOps. Also, if your DevOps toolset doesn’t include quantifiable tasks metrics and call stack analysis technology, then that's probably not DevOps, …
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HP Services engineer dispatch tool 'broken', say engineers

An automated service call system pilot at HP – which we are told cost $72m to develop – is fundamentally flawed because it often relies on patchy web connectivity, engineers are complaining. The "enhanced dispatch" is expected to replace the existing "resource control" call centre in Bulgaria towards the end of there year, but …
Paul Kunert, 02 Mar 2015
Prison window

Ever get the impression a telesales op was being held prisoner?

Have you ever had the impression that a telesales operator on the phone to you was actually being held prisoner against their will? Well, next time they might very well be because the unlucky inmates of HM Prison Grampian, Peterhead, are about to be put to work in a custom-built call centre. The new prison replaces two old …
Jasper Hamill, 04 Mar 2014
The Register breaking news

Call centre manager in the frame over ID scam

An Indian call centre manager is under investigation over allegations he used the identities of Brits to run an insurance fraud scam. Edward Burn, 30, has reportedly confessed to using the details of 12 people to make fictitious insurance claims valued at £56,900 through insurance firm Aviva, whose brands include Norwich Union …
John Leyden, 20 Jan 2009
keyboard with 'Help' key

Layoff-happy Capita charges staff to use cutlery in canteens

Times are tough for Capita, or so it seems. The outsourcing giant is squeezing extra margin from its employees by charging them to use cutlery, cups and trays in the canteen. Our insiders tell us that call centre workers in Bury and Glasgow who decide to eat their own food in the canteen are forced to pay to consume their …
Paul Kunert, 26 Jun 2015
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SAP pitches Cloud Foundry real-time customer service

SAP has become the latest enterprise giant to promise real-time “insight” into customers, via the cloud. Europe’s tech giant is re-serving the Hybris e-commerce platform it bought in 2013 with a shot of Cloud Foundry, the open-source project it joined in 2014. Hybris has been updated with the addition of two modules, SAP …
Gavin Clarke, 15 Sep 2015
Facepalming statue

Brian Krebs criticises PayPal’s security as authentication flaws exposed

Updated Enemies of investigative reporter Brian Krebs took over his PayPal account twice on Christmas Eve, but were foiled on both occasions in their attempts to transfer funds to an account associated with an assassinated jihadist hacker, he said. Krebs, who has been the target of several previous unsuccessful attempts to discredit …
John Leyden, 30 Dec 2015