Showing posts with label call centres. Show all posts
Showing posts with label call centres. Show all posts

Saturday, 1 March 2008

You Read It Here First

Well, not entirely. Maybe not at all. But then you won't be reading this either, so... well...

A couple of quickies for you. We all like a nice quickie, don't we? I know I do. Oh yes...

Prince Harry. Sorry to do this to you, but I just wanted to point something out that seems to have been overlooked: no one in their right mind would pretend to imagine that they could brief the world news media on a story and then succeed in keeping it embargoed for months. This story was as bound to leak a the Sun (not the tabloid) is bound to run out of hydrogen. It was just a matter of time.

Consequently, while the British press congratulates itself and looks down its dirty nose at those terrible untrustworthy foreigners, we must assume that the Palace and the MoD and the Army all had a contingency plan worked out on the basis that the news WOULD come out. And then Harry WOULD come home. And it WOULD be more newsworthy that way. And very, very positive. Do you see?

I feel quite sorry for The Drudge. After all, they just picked up on what an Australian magazine did in early January. I wonder who was primed to get excited and spread the word once a more worthy source had gone public?

Meanwhile, you might recall I had a lot to say about the shambles that is the Department for Work and Pensions the other day. Would you know it, in the same week that the Gov. announces the advent of it's ludicrous 'kick the beggar' plans for welfare reform, the DWP is to have another 12,000 redundancies on top of the 30,000 previously announced. That would be 12,000 less people to do all the work HMG will need done on getting people off welfare. Presumably by ensuring that no-one is there to take your obligatory application phone call.

Unless, of course, they were thinking of farming the whole process out to, ohhh, I dunno, a 'financial services' based call-centre operation... i.e. a debt collection agency. Watch this space. Please. I want to have more 'I told you so' experiences.

Thursday, 28 February 2008

Katie Bloody Melua

What do Tony Blair and Katie Melua have in common? Well, you never see them in the same place at the same time, do you? Also, they are both highly successful in their chosen spheres despite having nothing to say. Given that one of them is a celebrity psychopath and one an 'artist' (and I'll leave you to figure out the which), you might be forgiven for thinking otherwise, but it's true.

Katie Melua's songs are dreadful - largely without reason and bereft of rhyme, they talk of the inconsequential on a Brunellian scale. Also, she can't sing. At all. She can't even hold a note. Or a key. Utterly appalling and hugely appealing to... er.... well... to devotees of the world's most inept radio DJ, Sarah Kennedy, whose show I use as an alarm clock mainly because listening to her amoebic drivel coming out of a loudspeaker makes it impossible to stay in bed. She drives me to the toilet, and ensures I start the day furious.

Why, then is Melua the weapon of choice of so many? Is her bland incompetence what we savour as our benchmark? Is she taken as an aural Valium? Secretly, I hope that people buy her recordings because they like not to listen to her. This, I am sure, is the answer.

Jamie Cullum in in the same galaxy. Exec pt he's a nice chap with obvious talent - but not that much. Anyone listening to his version of the lounge standards must surely have thought - 'Yeah, nice, but not great.' Well, no they didn't. What they actually said was, 'This man is the most amazing artist I've heard of!'

I don't understand. I don't understand. But I suspect.

And that brings me back to Tony Blair. Well... it's not all his fault, unfortunately. John Major had a lot to do with it. And The Blessed Margaret, so Beloved of Brown, laid the foundations. (Well, actually, maybe Clement Atlee laid the first stone, but I don't really want to blame him... he was such a nice guy.)

Meritocracy.

What does it mean? Rule by those who deserve to rule you. Put another way, advancement in society by means of your abilities. That sounds much nicer, although it still rather leaves us with the standing order that thou shalt advance to prosper. Not much socialism there then.

It's very popular as a one-word concept, though, because it sounds cool and fair to all, and it's advertised as what it isn't - narcissist, old boy's club, establishment, masonic, secretive, aristocratic, unfair, undemocratic etc etc.

What it means in the real world is anyone's guess (and who judges the judges of merit?), but it has come to be synonymous with mediocrity, and that's where Katie comes in. We have become obsessively happy as a society with 'bigging it up' - hyping up our lives, our businesses, our country and our politics, whereas the 'it' is most always an old chipolata in reality.

We have swallowed our own crap, I fear. Think call centres. Think 'a job well done'. Think Peter Mandelson. Think Millennium Dome. Think Holyrood. Think Iraq and Afghanistan. Think domestic debt. Think Northern Rock. Think Katie Melua.

Lest you feel I'm just being a miserable old arse, a positive plea: isn't it time we stopped living in other people's ideas of life, and just did our own thing? I'm sure we'd be good at it, if only we would try.

Maybe that's what I'm annoyed about.

Sunday, 10 February 2008

How Do I Scan?

Hello.

Today, I'm going to burble about three completely different things in a way that is like 'stream of consciousness' but not sufficiently for me to want to use what has now become a terrible cliche... Everyone is emitting SOC these days - the papers say so; so does the TV; it enters into casual conversation ('Would you like a drink?' 'No thanks - I just put one out' 'My, that's very stream-of-consciousness' 'Erm... sorry, I wasn't listening'). Russell Brand is said to be a SOC comic. I think he's actually just a prurient arsehole who has 'arrived' at a time when everyone who is anyone is wearing the Emperor's New Clothes.

Are we becoming consciousness-incontinent? Obviously, to paraphrase your GP, we need to get out of it a bit more. Or maybe just shut up. Yet here I am...

So, today I had an MRI scan.

It was jolly interesting, too. All in the name of research, I hasten to add - some chap at Glasgow University wants to find out if loonies' brains light up differently to squares' brains when subjected to the same stimuli.

Consequently, I spent an hour pushing the same button over and over while stuck in a helmet not unlike Richard Chamberlain's in The Man in the Iron Mask, lying in a very narrow tube and having extremely loud, Frankenstein-like noises made by a bloody enormous electro-magnet. Encouragingly, I was told that I was also surrounded by LOADS of liquid nitrogen, which explained why the place was so fecking cold.

In the end, and bizarrely, I nearly fell asleep. The technician greeted me with the news that (a) he always falls asleep inside the thing and (b) (very tiredly) I do, indeed, have a brain.

He was so convinced of the latter that he let me have a look at myself, and a very odd specimen I was too, with my spherical eyeballs sitting on stalks looking like they weren't attached to much at all. It was, I concluded, a bizarre and amazing experience and I vaguely considered that maybe the NHS should charge people to have a go for fun. I recommend it.

With a mighty leap - ebay. Or is it Ebay? Or eBay? Bugger it, I hate this playing about with the rules.

Ebay has put its prices up again, and, staggeringly, they are trying to make out that this is a price CUT!

Once upon a time, ebay was the world's greatest online car boot sale. That was the whole idea. Ever since then, the company has been ceaseless in its mission to push out the hobbyists and make the place an Internet High Street.

The latest wheeze involves cutting insertion fees for a listing by 33% (for most of us, from 15p to 10p - by the way, these reductions mean that it is proportionately much cheaper to have a high starting bid, which is supposed to be unwelcome). The flip side is that they are increasing their commission on sales from 5% to 7.5%, which means that anyone who doesn't operate a shop, basically, is going to pay loads more for every sale.

The jolly anchorites have the gall to advertise this as a price cut because they've brought out a discount scheme where you can get from 20 to 40% off your commission charges. How do you qualify? By being a high volume seller of course!

And so another great idea bites the dust - watch as everyone but the sellers of CDs, edible underwear and office equipment drifts away to find something else to do. Like going to a car boot sale maybe. Anyone who wants to compete with ebay, now is your time, people!

So, the Department of Work and Pensions then.

I've had quite a bit to do with these guys over the past year and a half, as a recipient of state aid, and while I can say that claiming benefit has never been fun, it has now been reduced to some kind of (I don't want to say it... ooooh...) Kafka-esque (bugger) farce.

There are Jobcentres and benefit offices - but the latter also call themselves Jobcentres... but you can't go in them. You can go in the former, but they can't deal with your claim because they aren't allowed to. And they aren't allowed to talk to the benefit office either... but they are nevertheless the place where you have to sign on, go for interviews and what not. But not if you want to make a new claim. No. In that event you have to phone up a special number and speak to a call centre, who put you through the whole application process over the phone... and you are encouraged to do this in public, at the Jobcentre.... but all they actually do is (a) tell you if the computer says 'no' and (b) send you a form, which carries all the wrong details, for you to give to the Jobcentre, who then ask you all the same questions again... and then send it to the benefit office because it's not up to them... who then ask you the same questions... who call you to be interviewed at the Jobcentre by someone who says they are your case worker, but who can't answer any questions because that's the job of the benefit office... who take the traditional bloody ages to do anything, and then don't tell you what they've done.

One of the main reasons why none of this works, asides from the normal organisational lunacy involved, is that Government ministers have been unable to stop fiddling with the system (in the same way as we now have a shambolic education system thanks to a couple of generations of non-stop tinkering for tinkerings sake) and won't put in the funding to support their brave new initiatives.

If HMG really wants to reduce the number of Incapacity Benefit claimants, I strongly suggest that they spend some money on letting DWP staff do their jobs. My local friendly IB Adviser has a caseload of nearly 100 claimants and is so over-worked she can't service them (that means 'work on getting them off benefit'). If you look around the offices of any Jobcentre these days, what you will see is a bunch of desperate people, and they are all the staff members.

Which is why I was so pleased to hear that Caroline Flint MP, having just moved on from the DWP, is keen to try out some of her great ideas from her former role on public housing - like getting people to work for their homes. Asides from the moral issues, how in ****'s name does she think this will work?

I, for one, am getting sick and tired of junior politicians using their postings to trumpet ridiculous schemes in order to get themselves noticed. Once upon a time, civil servants were able to squash these before any damage was done. Now that the CS is merely the politicians' whipping boy, we are all suffering the results, across the board.

It doesn't really matter what shade of voting belief you hold - the fact is we are drowning in unnecessary law and regulation, much of it badly composed and often actually illegal.

NB: Check out how many times the present administration has broken the law and ignored court rulings.

Thursday, 2 August 2007

That Reminds Me of the Time...

Did you hear the about the friend of mine who was rather destitute and awash in debt following a prolonged illness?

I bet you haven't.

So, this friend does the right thing and talks to his creditors and signs up for welfare and goes job hunting. He even joins some local employment programs (you know the kind of thing - government-sponsored irrelevance on a stick).

Which is how, a week later, he found himself being given a job as a contact centre operative by one of his creditors, and was thus put in the unusual position of having to phone himself up to chase a debt.

No kidding.