Articles about Call Centre

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
Example of tidy cabling

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
Crapita 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
management mobile6

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

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

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
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
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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
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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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
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
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
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

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, and …
Simon Rockman, 01 Jun 2015
Bug

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
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
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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
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
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
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

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

Europol knocks out mobile cybercrime gang in Spain

Europol and la policía española have taken down a gang of alleged cybercriminals engaged in a fraudulent phone calls scam, said to have caused financial damaged estimated at €2m, as part of an operation codenamed "Walker". Coordinated police action in Barcelona on 6 July resulted in the arrest of nine suspects and the …
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, …

Calling all cybercrooks: Ready-made phone attack rig for sale

Cybercrooks are marketing a hardware-based tool for running denial of service attacks on telephone systems. The Telephone Denial of Service attacks (TDoS) rig is being sold by a group of cybercriminals called “TNT” from Eastern Europe via underground cybercrime forums. The tool, called “TNT Instant Up”, features a special …
John Leyden, 23 Feb 2015
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 …
Ideal for a summer blast

How to keep track of your flexible workers

It has been two years since Yahoo! chief Marissa Meyer hauled her remote working employees back into the office, intent on eliminating flexible working. The concept is becoming more popular, though, whether people like Ms Meyer like it or not. In June 2014, an amendment to the UK’s Children and Families Act came into effect. …
Robin Birtstone, 23 Jul 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

Good news! Your job's not going to the Philippines

Vietnam is now outsourcers' preferred host nation, but Bulgaria is making a tilt for the top spot, according to real estate outfit Cushman & Wakefield's annual “Business Process Outsourcing (BPO) and Shared Services Location Index”. The study (PDF) ranks nations by costs, risks and conditions, with a 50/20/30 weighting for each …
Simon Sharwood, 22 Apr 2015
BBC Testcard

Vodafone Pay TV launch rumoured for November

Vodafone is gearing up to offer a pay TV service, the latest global telco to move into the four-play arena, and the scuttlebutt is that consumer offerings will go on sale in November. Vodafone has offered broadband before but sold the business to BT’s Plusnet in 2007. The mobile phone giant announced that it would re-enter the …
Simon Rockman, 16 Mar 2015
crash test dummies

Your new car will dob you in to the cops if you crash, decrees EU

New cars sold in the EU from March 2018 will have to phone the authorities if they think they've been in a crash. A watered-down version of the eCall proposal has found favour with the EU Commission, meaning when a car or light van crashes, it will automatically summon the emergency services. It will use the emergency number of …
Simon Rockman, 29 Apr 2015
paper cut-out men holding hands in linked semi-circle

Legal biz Irwin Mitchell outsources majority of IT to Esteem

Law firm Irwin Mitchell is to outsource IT operations to Esteem from Monday, with the “majority” of staff expected to be TUPEd across, although some are refusing to relocate 200 miles to the Woking call centre The desktop support function was already contracted to Esteem at the end of 2012 for £1.7m with 15 people joining the …
Paul Kunert, 13 Apr 2015
The Register breaking news

Call recording cloud gets funding and ex-Telstra exec

Australian cloud based phone call recording company, 1300 Record, has secured $AU1.5 million in first tranche funding from Innovation Capital, ahead of a marketing push. 1300 Record has developed a platform that allows businesses and individuals to record and store phone calls without the need for equipment or software. The …
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

Tech city types developing 'Google Glass for the blind' app

A new app and service aimed at people with sight impairments is being cooked up on Silicon Roundabout. The service, called Eyebridge, is being put together by Guy Curlewis and Andrew Law, who believe that a smartphone camera linked to a call centre could be of use to blind and poorly sighted people. Versions of Eyebridge are …
Simon Rockman, 12 Aug 2014

Bad news, IT bods: UK's tech outsourcing up 15% last year

IT outsourcing contracts agreed in 2014 totalled £3.44bn in value, with nearly a third of that value accounted for by deals struck in the energy and utilities sector. Those deals were worth £1.05bn and accounted for most of the 187 per cent year-on-year rise in the sector on £373 million spent on all outsourcing deals in the …
OUT-LAW.COM, 16 Feb 2015

Home Depot hacker hosing cost a wallet-draining $43m (so far)

Hacked hardware mart Home Depot has forked out $43m to quash spot fires emanating from the data breach inferno this year, SEC filing documents show. The payout covered damages from the theft of 56 million payment cards and 53 million email addresses. It covered the cost of investigating this year's five-month-long breach, …
Darren Pauli, 27 Nov 2014
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PC World cuts off Capita call centre contract

PC World owner DSGi has decided not to renew its call centre outsourcing contract with Capita and will instead bring 1,300 staff back in house. Call centres in Sheffield and Nottingham will return to the DSGi fold on September 2. The original contract, signed in 2004, is due to finish during April. The pair have signed a six …
The Register breaking news

3 lays off Glasgow call centre staff

3 is to slash numbers at its Glasgow call centre from the current 540 to fewer than 400, the telco announced yesterday. Some calls will be handled at the company's Mumbai office. 3 said the call centre was set up when the company had no retail presence and was building up a customer base. Now, with four million customers, it …
Bill Ray, 24 Jan 2007
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Man cuffed in Bangalore call centre scam probe

Police in Bangalore say they have arrested a man allegedly involved in "financial scam" operating from an HSBC call centre, the BBC reports. Data operator Nadeem Kashmiri was charged with "hacking the computer system which allegedly led to money being stolen from customer accounts". Kashmiri allegedly supplied data to …
Lester Haines, 28 Jun 2006
The Register breaking news

Indian call centre credit card 'scam' exposed

An undercover investigation by the BBC has exposed evidence of the theft of credit card details by workers at an Indian call centre used by security giant Symantec. A BBC reporter posing as a fraudster bought allegedly stolen but valid UK card details from a Delhi-based man, who denies any wrongdoing. Three of the victims of the …
John Leyden, 20 Mar 2009
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Kingston swallows call centre firm

East Yorkshire telco Kingston Communications has bought IP-based call centre software firm JAM IP for £2.56m. The privately-held Berkshire-based outfit will fit into Kingston's Affiniti enterprise reselling and consultancy business. JAM IP develops and consults on applications for IP contact centre management such as screen …
Digital Voice Recorders

Ten things you always wanted to know about IP Voice

When I was a contractor building IT architectures, it was common to find that people had a rather old phone system and were looking to move to something newer. The question they asked was always: what shall we do to get something stable but future-proof? Phone lines or IP trunks? Even in 2015 you seldom see an organisation that …
Dave Cartwright, 23 Mar 2015