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Originally Posted by Paul
3 departments? Did you call the BB tech department? Sky's phone platform is driving it's staff nuts at the moment, hopefully they will fix it soon as it currently is not doing it job properly.
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I found it slightly funny that the guy that Nicky Campbell was harrassing about the bad performance was happy to blame their phone system, while also bringing in the fact that they answer 10s of millions of calls each year.
I am not denying that the phone system is crap (it wouldn't be the first time that a company has bought in an IT system that is not up to the task* and I dare say it won't be the last), but rather than just saying the old system is crap, shouldn't he have said something along the lines of they were trying to fix it?
* See the call logging system the London Ambulance Service used for a while in the late 90s for an example of that. I studied it in my degree. They bought an off the shelf system that was designed for a smaller ambulance service. It presented the operator with a scrolling list of calls, but didn't log those that went off the top of the screen. As such, if the operator did not answer a call fast enough (which was a distinct possibility with the rate the calls are made to the London Ambulance Service), the call went off the top of the screen and was forgotten by the system. That was a little worse than the Sky system though. At least with Sky, the worst that can happen is that they lose service. If a 999 call is not answered fast enough, the person could die.