Posts by Mike 102
48 posts • joined Thursday 2nd July 2009 11:11 GMT
Outsourcing does not equal offshoring
When deals like this are set up typically the company outsourcing have options over the loction of staff. Often buildings are included in the deal which tie the provider in at least for a period to a location.
If the company do not want to offshore then they can dictate this in the contract. If they do want to offshore then they may use the provider as a vehicle to facilitate it but the provider will rarely be dictating it.
This is not an argument to support the outsource, just to provide clarity on the situation. These jobs may eventually move offshore (I have no idea if they will or not) but if they do it is unlikely to be Capitas decision but O2s.
Anyone want to guess how many call centre staff Capita employ in the UK?
According to their website (http://www.capitacustomermanagement.co.uk/) "With over 11,000 employees and sixteen centres in the UK and offshore centres in India and Poland, Capita is one of the largest companies of its kind."
Doesn't say how many offshore but if anyone knows (ie actually knows, not wild assumptions and guesses) it would be interesting to compare. Though, returning to my main point, this will be driven by Capitas clients more than by Capita.
As is the decision tp outsource to Capita in the first place. The article back in April stated that capita already provide most of O2s support for contract tied customers (or something like that). I guess O2 are making an informed decision on whether it's best for them to outsource more to Capita or retain it. whether this is the right decision or not, it's O2s and not Capitas.
Re: Race to the bottom...on your marks!
where as your argument is excellent and very well made..
Thanks.
"Let's say, just hypothetically, that there are some outsourced services which are better than in-house equivalents on all measures, including customer satisfaction, cost, knowledge of staff and flexibility"
I refer you back to "The outsourcing leading to poor service is not an argument I automatically subscribe to."
You ask what % respresented but not relevant to what I said. I was very specific. It may well be that 51% or more of the providers are rubbish but it's not relevant to what I said.
You generalise about customer service but in the article it states that the service provider already do work for the customer. If they are will to put more work to them then either they are, as you say, "idiots" or they are happy with the balance between cost, customer service, etc.. they may even have raised customer satisfaction and reduced costs who knows? I don't and I'm pretty sure, despite your clear expertise in this area, that you don't either
In summary you've made a blatent generalisation which doesn't add anything to the discussion and doesn't counter what I put. Marvellous, genius infact. You must be very proud.
Well unemployment has just hit about 27% out there so why not?
Re: Race to the bottom...on your marks!
"One swallow does not make a summer" smirk..
The outsourcing leading to poor service is not an argument I automatically subscribe to.
The could be several reasons why an outsourcer can do it better. Say a new phone comes on the market and O2 call centres are swamped, an outsourcer may be in a better position to bring in additional staff.
An outsourcer may have invested in better telephony systems, may have more expertise at managing staff in that environment.
There may be trade off in that they are not as good service wise but bring flexibility.
I like to drive my car. Sometimes I get a train, sometimes a taxi, sometimes a boat. I think I'm a good driver but for a while through work I used the company chauffeurs to get about. They were good drivers too. their vehilces broke down less frequently than my clapped out old banger.
Yes they all generally cost more but in each case it was a price worth paying. in all cases, their aim was to make money from me and mine was to get to my destination safely.
Noddy example but its simply not as simple as saying their aims are not aligned.
pirates cos they all takes ye gold
Re: Race to the bottom...on your marks!
http://birminghamnewsroom.com/2013/04/contact-centre-lands-award/
maybe their reputation needs to change.
Paris because any deal would involve a slap up meal in a nice hotel....
Lots of nonsense being spouted
Hi, lots of stuff on here is clearly biased or deliberately trolling. Quite disappointing.
Things I believe to be true:
Most of us don't really understand how things would pan out with lower tax or higher tax or no tax, with goverment capital expenditure, with lower benefits, without free trade agreements or with more.
Spouting nonsense on here only gives temporary uplift in feeling
Re: Notruf
Nearly there with the explanation.. Irrespective of the user prefered language, the iPhone will cycle through various languages when displaying the "emergency call" message. I guess it's because you can't be sure who has the phone at the time of needing to make an emergency call. The owner would be able to just put in the pin code and turn it on. So the message is only useful if you don't have/can't input the pin which possibly menas you're not the owner blah blah blah...
Posted in Apple iOS 6 review
Re: Mutual Benefit
Not on the T28 http://www.lokety.com/ericsson_t28s_manual.pdf
that was my favourite phone though. could stand up to being thrown around, dropped, super slim, long battery...
couldn't browse the internet, read email, check the weather, play any decent games, but I loved mine.
Don't think it was in the T39 either
https://docs.google.com/viewer?a=v&pid=sites&srcid=ZGVmYXVsdGRvbWFpbnxlcmljc3NvbnQzOW18Z3g6NjViZGJlOWIwMjBkNDMz
or even why some people don't let facts get in the way of giving someone/something a good bashing.
These people are not harming anyone by queuing up. I dont understand why people need to be quite so mean.
Oh hold on, it's human nature..I guess like some state being guilible is human nature....
I too can make up a load of nonsense too.
Re: Ugh
I diasgree. Isn't queuing one of the things we are famous for?
Posted in Tourists follow GPS, drive into sea
Re: I've said it before, and I'll say it again ...
too true, turn of your toys... that includes speedometers, fuel guages, indicators (god help us you might get distracted by your indicators and pull out without looking), brakes, windscreen wipers, lights... oh and whilst you are at it the ignition.
numpty. it's not a toy it's a tool and, as any oter tool, if used inappropriately will not give the desited result.
Posted in RIM stands, staggers, falls again
and your email problem is?
I have 5 email accounts all accessed via my iPhone. plus a couple of goggle calendars...
British gas the same
I had the same thing this summer wiht British Gas. Estimated it to be somehting crazy like 100K ..
Obviously this wass because it thought I'd gone round the clock. I phoned them up and they said the system had flagged it for human examination and that it would probably have been sorted out before I ever got a letter....
3GS to 4 or 4S upgrade and iterations
Personally I got my 3GS in the sumer of 2009 on a 2 year deal. It's been a great phone.
I've been waiting to upgrade until they'd made yesterdays announcement.
I was hoping for a redesigned iPhone (5) without the glass back as I'm not much of a fan. However, apart from the external shape, this is a pretty good upgrade from the 4 hardware wise. I'm going to opt for the 4S over the 4.
I expect an iPhone 5 may come out next year and then possibly a 5S the year after. I'll see where I am then and decide whether to stick with Apples iPhones for my following upgrade or move on.
I'm quite ok with this not being an iPhone 5. The glass back is not a show stopper for me.
erm...
COBOL maybe?
Posted in Jaguar hybrid supercar gets green light
I come down on the thinking it's a beauty side of the debate
i love the look of it but would like to see the bottom of the back end more clearly, that bit looks odd. The rest I thik looks excellent...
mine had me over 100 miles away
I checked mine out and it has me in Northern Island and the Isle of Man. I've not been to either since I got my iPhone. However, when I was recently walking in north wales my phone did lose signal and then show it had gained the signal of an Isle of man network. I was impressed as the IOM is 70 miles from where I was. Seeing Northern Island in my iphone location list which was more than 100 miles away was impressive.
I'm not worried as I have no reason to hide my location from anyone. Though I could see some people would be. I'm sure in places of higher density of cells it would be more accurate.
As a child...
As a child I jumped off a wall (or was pushed by a brother I don't remember the specifics) I flapped my arms as if to fly... I'm sure it took my slightly further forwards than if I hadn't flapped my arms (granted not much further)...
Can I retrospectively claim the first ornithopter record...
What a load of cobblers.... It's a well designed ultra light glider with flappy wings...
Posted in Vulture 1: Plane plans planned
Or Spanish
Actually if you look at the videos you'll see a fair amount of work appears to be 'Hecho en Espania'....
that'll be the same tw@ts that gave them all your bank data
oh reminds me of the unilateral SWIFT data transfer...
it's not about whether he did the hacking...
it's about the fact that they are claiming a huge financial cost due to his hacking which then meets the criteria for the extradition.
they did not incur costs due to his hacking... they put locks on the doors that they had failed to lokc previously. the cost of his hacking was much smaller and should not come anywhere near the figure for extradition.. and then of course the whole 'agreement' is another example of why Labour had to go out of office whatever your left or right leanings, they had simply lost the plot.... tw@ts
and don't get me started on.
and don't get me started on them 'inviting' british officials to speak to one of their senate committees... maybe those senators don't realise that we are not the 53rd state of the good ole US of A.... probably don't have passports the idiots.. Cameron is in a difficult position, balancing the relationship, but if you're bent over and someones pushing you off balance from behind sometimes you just have to tell them to knob off....
Posted in IT recruiters warn over migration caps
the problem is
that there is a place for highly skilled migrants but the way the scheme has been run is cray.
The definition of highly skilled is so low I suspect it was put together by someone who left school with no qualifications.
I have worked with people who have arrived on HSM visas and they were in no way highly skilled and I knew people already in the UK who were out of work who were more skilled.
There are occasions where if we don't allow a highly skilled person into the country to do some work then we will negatively impact the country or business but these cases are less than the number of people we have given visas to.
no, it was nothing to do with being prepared..
it was apparently done largely on if you looked like a student/were of a student age.... complete abuse of process...
some people were queuing for
some people were queuing for 4 hours!! on that basis you would not have been able to vote..
it also fairly easy for people to talk nonsense.
or maybe
most of the benefit claimants with nothing to do but spend my taxes would vote labour.... ..
it's not a party political issue.
It wasn't done on polling card or not...
and even if it was it would still be incorrect. Polling cards are not mandatory. The students were all registered...
it's nonsense about not having a polling card.
I didn't take mine as the wife had been rather over zealous with the recycling and I didn't have it anymore. It took no longer to find me on the list. They asked the people with polling cards the same questions they asked me, name and address. Done.
people were queuing for over 4 hours!
which if you'd gone at 7 am would have made you late for work..
discrimination at polling station
In relation to Sheffield the Beeb are only really reporting part of the story.
The queue there was split into students and non-students.
The non-students were allowed to jump the queue ahead of the students.
Blatant discrimination.
http://www.facebook.com/group.php?gid=121206334573223
Posted in iPhone and Mac boost Apple by 94%
All this in the shadow of a recession.
You have to admit that love or hate Apple and it's products, it is producing stuff people want to buy and are willing to pay for.
Good business.
Personally I think the stock is over priced and we'll have some sort of adjustment at some point soon.... But then again I'm no expert....
Way to go Apple, now can we drop the prices a touch....
Good on her
She has some valid points. Straw should go...
it's already
It's already an offence to photograph a police officer but it seems not if they are helping children across the road and only if they are shoving innocent members of the public over in the street....
I'm sure
I'm sure all parties have at more than one w*nker.... and most of themhave their noses in the trough.
I'd still rather them at the moment than either of the other two main parties...
Will no one rid us of this man?
Will no one rid us of this man? This government is corrupt and morally bankrupt. Unfortunately I don't think the Tories who are likely to replace them are much better so my votes going to the Libdems (though to be honest I doubt they are much better either!)
Posted in Mandy accused of screwing small biz
what does he get out of it?
Probably something to do with his googlies...
Posted in Mandy accused of screwing small biz
maybe...
it's time to give the libdems a go... are they still called the libdems???
Posted in MEPs to US: Hands off our bank accounts
don't think so...
much more than just international transfers go through swift...
Posted in MEPs to US: Hands off our bank accounts
No they don't
That was probably the worst part of the whole affair. It's one way, they get our data (and can use it for all sorts of things not just looking for terrorists) and we don't get theirs... crazy.. nearly as crazy as the one way extradition agreement where they can extradite people from the uk and we can't get at theirs... our government is great...
not just cannabis in japan...
http://www.theregister.co.uk/2010/01/08/slovakian_electrician_update/
Posted in Selfridges punts £1,800 Spanish ham
its just you
I'm pretty sure you're not the only one but then again most people haven't a clue about where their food comes from or how long it's been cured/aged before they eat it. Ignorance is bliss as they say..
Posted in Selfridges punts £1,800 Spanish ham
not true...
they also use the front legs but they are considerable smaller and are sold differently....
Posted in Selfridges punts £1,800 Spanish ham
you don't
You don't get crusty bits on the outside... they are covered in fat and it tends to be soft... and probably slightly mooldy looking...
penguin as the eskimos bury them in the ground for six months before they eat them... or is that seals???
Posted in IT recession is no more, says study
Sorry but..
You haven't a clue about the Fujitsu situation or unites involvement.
I don't have a problem with you thinking they are Marxist, you can have an opinion. However you clearly have no idea of what has been going on at Fujitsu, how the local union members have behaved, how the local reps have behaved or even how the unions 'execs' have behaved.
Go and check your facts then feel free to spout off.
By special relationship do they mean like between a husband and battered wife??
and where's the IT angle... this is nothing to do with Hacking and all to do with knobchuck politicians........ being... well... knobchunks...
Posted in NZ lad punts nude mum snaps on net
Family friend??
"They were taken by a family friend about eight years ago." My mothers family friends come round for a BBQ,or a pot of tea and scones...
I'd understand if she said "They were taken by a boy/girlfriend about eight years ago." maybe it's an NZ thing...
"All hands man the pumps..." for obvious reasons ;-)
GPS at home
Could this be nothing to do with the GPS? If people are using WIFI at home then the iPhone can locate them because they look up the location of the wifi (apparently there are databases - I was surpised too http://wifinetnews.com/archives/2008/01/apple_adds_iphone_location_over_wi-fi_base_station_backup_ma.html) and know where you are because of your access point rather than your GPS.
So maybe it's something screwed there, either in the database or in how the iPhoen handles the location it gets form the database. Which may mean that location services under GPS work fine...
