Tag: BPO
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Fish-Fingered
And so the inevitable farce plays out. While the Taliban had a cause, the majority of Afghans had a greater prize in the cross hairs of their beady eyes – the opportunity of a new life in the West with all those taxpayer-funded trimmings. Sure, there are dissidents whose body parts might have been destined…
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Virgin on the Ridiculous
While a plethora of UK businesses have merrily slashed customer service and unapologetically tossed the blame onto COVID, the irony of their switch-hitting is not lost on the casual observer. Resource and volume distribution challenges are nothing new. Back in the day, contact centre providers would largely differentiate themselves through their innovative use of technology…
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Fraudian Slip
Remember when Dr Jenny Harries, the UK’s Deputy Chief Medical Officer, first attended the daily Government briefings? She was drowning in an ocean of kudos. Clear, articulate, and factual with ‘a measured tone’. She was, in March, an ‘unlikely hero’. Of course, at the start of this whole mess, much was unknown, and we were…
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Just Eat
I’ve been catching up with more old contacts in the outsourcing world and all the old bounders are decidedly perky. While business owners are shedding backside bricks in their silvery wake, there are only tears of joy for many managers. Furloughed but earning to the max. Absolutely creaming it. The scams are vanilla, even wafer-thin,…
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Furlough Blows
Cometh the hour, cometh the charlatan. And in business, coronafraud is not just confined to online ads by individual twicers for non-existent supplies. It’s becoming part of corporate policy. As most will know, the UK Government has stepped up to the plate and will pay 80% of an employee’s salary, up to £2,500 per month,…
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Scum On Down
Writing can be a thankless task, particularly when you have a penchant for getting down and dirty and hitting it from the left-field. So many are institutionalised within approved echo-chambers that their independent thought processes no longer function correctly – if at all. Add to this an omnipresent reluctance of those in the know to…
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What is Art?
My tender auricles twitched this morning at the propagation of that wonderful phrase, the art of the possible. In fact, I do hear it every other day, particularly from BPO contact centres. They hold it dear and squirt it forth it with blunderbuss abandon. But what does it mean, and why is it so appealing…
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Levelling on Service
Back in the not so glorious days of the outsourced contact centre boom, we all had one objective in our crosshairs. And that was hitting the SLA. There was largely one channel (telephone) and an essential part of service meant that you picked up the call and did so quickly. Failing to pick up would…
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Freaked Out
I’ve been asked about the usage of the term freak and its appropriateness. See, that word appropriate again. How people love to manoeuvre us onto the back foot by raising the spectre of social norms and our purported failings in relation to them. The faint, sweet odour of latent shame is being subtly, but determinedly…
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