Originally Posted by
PUCCI GALORE
If if they fixed that, brought back in house from some Indian outhouse (or wherever) and realise that one can save pennies but that it cost Pounds when it all goes wrong. How many times does it have to do that before the matter is addressed? Fix that, and people won’t need to make all those calls.
I was working for RBS when they had that major systems failure a few years back, locking customers out of their accounts for almost a week. It was due to staff in India mistakenly loading one of the overnight batch tapes out of sequence. Anyone can make a mistake, but these inexpensive new hirings didn't have the experience to know what to do to fix the problem (all the long-serving technical staff in London had been disposed of) and their cack-handed attempts to do so just made things worse. RBS saved a few million by outsourcing but it ended up costing them ten of millions and a lot of goodwill.
A similar thing happened at Lloyds when I worked there last year, when they were trying to move TSB onto a new IT platform - in that case the outsourced staff even instagrammed photographs of themselves toasting the apparent success of the project with champagne just minutes before it all came crashing down. (Perhaps they should have been concentrating on the work in hand rather than updating their social media accounts.)
Companies just never seem to learn.