Xhead = Training lapse brings £630k fine
The Financial Services Authority (FSA) has fined mortgage lender Redstone Mortgages £630 000 for poor treatment of customers struggling with mortgage arrears, according to Callcentre.co.uk.
The FSA found a number of 'serious failings' by Redstone's arrears handlers between 1 January 2007 and 5 August 2009. The firm's call centre staff members were inadequately trained in treating customers fairly and often advised clients to repay arrears within a two-month time frame regardless of ability to pay and their circumstances.
Staff also resorted to 'unnecessary use of litigation' to get repayments from clients and often sent 'repetitive, excessive and confusing correspondence.'
Xhead = Worker accused of £58 000 scam
A call centre worker is alleged to have scammed Littlewoods catalogue company out of more than £58 000, reports Sunderland Echo.
Adrian Peter Flanagan faces six fraud charges, dating back to September last year. The 25-year-old, of Rachel Close, Red House, appeared at Sunderland Magistrates' Court, where he withheld his plea.
The offences are alleged to have happened when he worked at the Shop Direct call-centre in Hendon.
Doctors angry at new phone system
Consultants at Scotland's largest children's hospital have raised concerns about the relocation of switchboard staff to an industrial park, saying the soul is being ripped out of the hospital, writes The Herald.
Telephone receptionists from the Royal Hospital for Sick Children at Yorkhill, Glasgow, have been moved to a call centre at Hillington. NHS Greater Glasgow and Clyde health board is merging the separate switchboards of its city hospitals in the business park, claiming it is better for patients and staff.
However, senior doctors at Yorkhill have spoken out against the move, saying it happened without explanation and is leading to a deterioration in service.
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