Press slams UK call centre plans

UK's plans to save money by making more use of public service call centres seem set for a rough ride, if press reaction to current NHS plans is any guide, says UK Authority.

The Daily Telegraph has become the second national newspaper to lead its front page with news that the Department of Health is planning to require patients in England to make GP appointments through call centres rather than by phoning their local practice.

According to the paper, "Anyone wanting an appointment will first have to contact NHS Direct by dialling 111... Call centre staff would then make their booking remotely."

Support services group, Capita, has secured a five-year extension to its partnership with Birmingham City Council, reports Local Gov.

Under the new agreement, the Service Birmingham joint venture, which provides ICT support and contact centres, will now run until 2021.

The joint venture will also improve council tax collection rates from 96.3% to 98% by 2017, which will boost the local authority's income by £4.8 million.

Australian-based business customers of British communications company, BT, will soon have access to ICT services, with the company introducing its new facility in Sydney this month, notes TTKN News.

The Sydney Customer Innovation Showcase centre is part of an investment programme to deliver communication services that support Australian, UK and multinational companies to expand into Asia and other emerging markets.

The centre will house innovative video conferencing equipment and networked IT applications, including WAN optimisation, next generation contact centres, unified communications, IP telephony and a focus on ICT innovation.