'Call centre is in chaos'

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Elaine: witnessed staff struggling with the backlog

Elaine Galloway spent two weeks being trained to answer congestion charge queries at Capita's call centre in Coventry. She was one of 60 trainees boosting the 500-strong army of call handlers expected to take 50,000 calls a day next week. Here she describes chaos behind the scenes, as temps with little or no computer skills and only a sketchy knowledge of London race against time to be ready, while nervous bosses try to hide problems from the public.

Monday, 3 February

Take bus to outskirts of Coventry and walk 15 minutes to Prologis Park, bleak industrial estate on site of former colliery, now surrounded by fields. Security guards with dogs patrol outside new glass-fronted Capita building. There are no signs; told later this is deliberate move to disassociate building from congestion charge for fear of vandalism or terrorist attacks. Inside, like first day at school. Herded with 10 other trainees into small room equipped with computers and phones - but not system we'll be using. Trainer is Joanna Bloxham, who lives in west London but spends week in Coventry hotel.

Tight security outside continues inside "classroom". We spend first hour filling out forms including identity and security check, as we will be handling confidential material. Stressed we should not leave such information lying around, and not gossip about what we've seen. Fill in form asking about criminal convictions or other reasons I should not have access to sensitive government information. Sign form agreeing not to disclose confidential information about congestion charging.

After health and safety talk, Joanna tells us centre is already handling around 6,000 calls a day. Lack of trained staff has forced Capita to take people away from normal duties to man phones after just half-hour's training - instead of usual two weeks. Ten per cent of calls diverted to Capita's other Coventry site, Tower Court, where staff normally deal with council tax. In Glasgow, 300 people also handling congestion charge calls.

Joanna tells us about "mobile monitoring units" - spy vans - to be used in addition to static cameras. Drivers have no logo on their uniforms and although vehicles do have congestion charge branding, it can be removed at any time to make them look like ordinary vans.

Get first look at call centre during tour of building. Staffed by about 60 people - that will rise to between 80 and 100 in run-up to "going live" on 17 February, and will hit around 160 on day itself. First hint not everything running smoothly comes when worker rushes into training room and hands Joanna note asking us to stay behind to work in Postal Processing. Such is backlog of postal applications, extra hands are needed to clear it - even though we only started four hours ago. Return from lunch to telling-off from Joanna. A Capita boss has overheard someone talking about backlog in canteen. We must be more discreet because Transport for London employees are on site: "While we know it is a backlog," she says, "there is no need for it to become public knowledge."

Tuesday, 4 February

Training continues. In two weeks I and 60-plus people who joined yesterday will be expected to field questions on all aspects of charge, from how to register to who qualifies for discount. We will also have to answer enquiries about zone's boundaries, despite fact most know nothing about London. Some of group have never even visited capital; others have never used computer. Swiftly becomes clear lack of knowledge about London could be biggest problem - and Capita is worried about it.

Quiz, aimed at teaching us capital's geography by getting us to navigate map and find landmarks from series of clues, proves disastrous. Most people simply shout out names of areas they have heard of; when one task leads to Westminster, one girl thinks it is Islington. But computer system does have answers to every question and is reasonably easy to navigate - after two weeks' practice. After half-hour on system today, have no idea how to answer mock query.

Also becomes clear Capita is expecting flood of angry complaints as soon as we go live and drivers start getting penalty charge notices. TfL already unhappy about call handling standard, particularly frequent gaps in conversation as operative tries to find answers to customer questions. Using phrase "bear with me" as stalling tactic is also frowned on.

Afternoon supposed to have been spent on phone system we'll be using - only training phones have not yet been set up. Session to familiarise ourselves with phones proves worthless as it involves looking at diagram and imagining how it will work. Are told we are going to sit in on some real calls but in end we can't - because all are being redirected to Glasgow.

Wednesday, 5 February

Spend all morning learning about customer care, with one overriding priority- - how to handle abusive callers. Advice ranges from pausing and taking deep breaths before trying to calm situation, to recording conversation, calling supervisor and terminating call.

Although first told backlog of postal applications was due to sheer volume, Joanna now confesses some documents - including most applications made in November and December - have been lost in "black hole". Again warned to expect calls from irate people with missing passports and pension books. Joanna orders us not to tell truth. Instructions are to tell them they will be made "high priority".

Today learn Capita is already failing to meet service level agreement of three-minute average per call. In fact, registering customers on screen takes average six minutes and most call times are "way over" three minutes expected by TfL. After more system training and mock calls, take first "mini accreditation" test. Along with most of group, pass with 100 per cent.

Thursday, 6 February

First opportunity to listen to real calls. Operators say they hardly get a moment between calls. One operator says 12,000 being taken daily between the Coventry and Glasgow call centres. Estimated this will rise to 50,000 on 17 February. Joanna tells us of alarming problem with resident and blue badge registrations: thousands who think they are registered for 100 or 90 per cent discount will find themselves with penalty-charge notices on 18 February unless they contact call centre to activate pin number. It seems letters they were sent neglected to tell them this.

Assigned to an operator taking calls. Hear immediately complaints about inaccuracy in system. One woman registering six vehicles has been sent wrong information at wrong address. Was promised return call to rectify problem but has heard nothing. It is complaint I hear again and again. A woman rings on behalf of husband, a blue badge holder. He has received confirmation of 100 per cent discount, but has only been registered for one month, which means he will have to re-register just days after scheme gets under way. This is another common complaint during 30 minutes I am there.

Another one concerns Fast Track Cards applied for weeks ago but still not received. Operator tells me there is huge backlog because they only started to process and send out applications on Monday (3 February). Most call handlers fairly efficient, especially considering they have been working only one or two weeks. Some give incorrect information, for example offering wrong advice to blue badge holders which will result in them being ineligible for 100 per cent discount. Despite emphasis on Data Protection Act in training, one call handler repeatedly gives out names and addresses held on computer without verifying caller's identity.

Told we will be in call centre sooner than thought - and with far less training. Despite being told we needed two weeks and accreditation test before being allowed to talk to public, those who feel confident enough (not those thought to be ready) are told they can begin next week.

Monday, 10 February

Start with information about fleet schemes and electricallypowered cars. Both subjects complicatedand training system crashes for three hours. With week to go, most of group are nowhere near competent, or confident, enough to navigate system while handling call. Our trainer is Jonathan Smith, who has spent time in Glasgow call centre. Tells us Glasgow site is nothing to do with Capita, but came in at Christmas when Mayor decided 500 call handlers not enough, and demanded another 300. Says the 300 there have only been trained to do certain things, such as general enquiries and payments from non-registered customers, as they don't have access to Capita's computer data. So they end up sending most queries back to Coventry.

Jonathan says everyone in Coventry - from David Nicholson, man with overall responsibility for delivering congestion charge, to mail room operatives - is getting weekend training to handle calls, and all will be on phones on 17 February. We listen to real calls, hearing about fleet schemes, the extranet registration for businesses and text message registration: people are not getting the right message to activate their account. Posters appear giving staff incentives to work long hours on 17 February. If you work more than 10 hours and are "most productive" call handler, you can win two-week holiday to USA or Caribbean.

Tuesday, 11 February

With only a week to go, group still shows glaring lack of competence and knowledge. Call handling practice highlights more incompetence on phones. When "customers" call, some handlers go quiet for minutes at time while they try to work system. Two more potentially major problems emerge. One, affecting Fast Track Cards, could see thousands of people with two cars driving into zone thinking they have paid, but incurring penalty charge notices. Second is loophole that could allow Blue Badge holders to enter zone without having to pay. Joanna tells us TfL has "big issues" with way calls are being dealt with. Call handlers are even getting TfL's name wrong. She reminds us: "It's not Transport of London or Transport to London. We must get that right."

 

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