| Comment | Ahh that was the name Sykes. While O2 was / is a big company they had no idea about broadband. I was in from the start and I remember the month before it went live asking the 'heads of' how calls should be categorised and they had not thought of it. The training guys were making it up and when challenged said we had spotted them trying to catch us out and asked us how we would train it if we were in thier shoes, the systems were o2 mobile systems cobbled to work for broadband with the people implementing no idea how they worked and the core system (Avatar) was buily by a company called Sapient for Be Broadband but when o2 came in they put in all sort of rules before the customer base was big enough.
I always though if they had left the service teams with very techie people and got the sames teams to just throw more and more people at it then it could have worked. Customers loved the support the original teams gave but they made it a bit to o2 and brought in call centre staff from mobile who were not technical and tried to save cash
Anyway its my 2nd big startup as I was at 3 for launch in 2002/03 and that's how they get these things off the ground with cowboys and making it up. Its usually brilliant till the corporate types come in and start to standardise it! |
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