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Author Topic: Call / data centre response time  (Read 3189 times)
Clan Line
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« Reply #15 on: March 03, 2019, 11:14:49 am »

Capita got another mega raspberry blown in their direction 3 days ago:

https://www.parliament.uk/business/committees/committees-a-z/commons-select/public-accounts-committee/news-parliament-2017/capitas-contracts-with-the-ministry-of-defence-report-published-17-19/

I know someone who was employed by the MoD on Army recruiting. The MoD system was "old" - but it worked ! When they were transferred to Capita everyone in that office, bar one, took redundancy - Capita's reputation came before them....  The person who stayed was re-interviewed for a job which she had done for years by a "manager" who didn't know a soldier from a submarine !

The existing system tried as much as possible to assign a member of staff to each potential soldier - if Mr Would-be soldier 'phoned with a query on his application he knew that Mrs Smith would be dealing with his file. Capita replaced this with a glorified call centre; "your call is important to us"..." we are experiencing heavy demand at the moment"....."you can go to www.Army".   We all love that don't we ?? 
Just to make it even better the call centre was located in the middle of nowhere - so from the word go it was understaffed.   Still, Capita were probably happy with that as it kept the wage bill down - and they could "prove" that they were doing the job the Civil Service used to do with far fewer personnel.  Is it surprising that Army recruiting is in the dreadful state that it is now ?

I spent 23 years in the Royal Navy - if their recruiting system back in the 60s had been anything like the present shambolic Army system - I, too, wouldn't have bothered !
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grahame
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« Reply #16 on: April 23, 2019, 06:41:38 am »

Not the MOD ...

I've complained to GWR and just received the "We're rather busy at the moment" auto response.

I've seen that response too ... though not for a while.  But then I've not complained for a while.

Does "we're rather busy" get switched on and off ... or has it been there for so long it has lost its value?

If on/off, what's going on / happened that has made them so busy at the moment?
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