Bt And Mod Case

[arcamalpha2004]

Has this already been posted somewhere? sorry if it has.
Anyone reading the Liverpool Echo last night will have seen the case of a " former " BT worker who lost her job because of a whistleblow she did.
Apparently BT workers were encouraged to call one another on auto diallers to up their figures, the encouragement apparently came from management, one of whom is still in a job unlike the whistleblower who lost her unfair dismissal case.
The tax payer is meant to have lost millions through money paid to BT from the MOD.
The question is, is this the tip of the iceberg?
Are there other telco companies behaving the same way?

[brundles]

Linky

Reading the story, I wouldn't be surprised to find that sort of thing happens with other call centre operators. The problem with linked bonuses to targets is that it doesn't always trigger the behaviour you're hoping to get to achieve the target. Sometimes people will think "outside the box" as it were on the best way to meet the objective given in the way they have been told it will be measured - even though that doesn't meet the intention of the target.

[Shaun]

Originally Posted by arcamalpha2004

Are there other telco companies behaving the same way?

Yep, Hayes Customer Solutions used to take calls for various companies including British Gas. They used to release calls on mass to clear the queue some times to keep the figures right. I saw staff log on to a turret on a random extension and just release call after call. People had been queueing for an hour only to be disconnected.

These sort of things go on.