Thursday, May 29, 2008
Hanging on the telephone
This morning's Western Mail reports that the DVLA is among 30 organisations named and shamed by a leading consumer watchdog for making money from customers through premium-rate helplines. Apparently, the DVLA made £3.4m from its 0870 number in the last financial year.
There are a great many things that can be said about this news and no doubt they will be said clearly and loudly by a host of people. None of this should detract from the hard work and commitment of the staff, who are not responsible for this policy and its implications.
What strikes me however is that despite ripping off their customers in this way, the chance of a phone call to the DVLA ending in a conversation with a real person is actually very remote.
There are a great many things that can be said about this news and no doubt they will be said clearly and loudly by a host of people. None of this should detract from the hard work and commitment of the staff, who are not responsible for this policy and its implications.
What strikes me however is that despite ripping off their customers in this way, the chance of a phone call to the DVLA ending in a conversation with a real person is actually very remote.
