Wednesday, 27 June 2012

Indian BPO worker "caused NatWest glitch" - Reports


The IT malfunction which left millions of RBS and Natwest Bank customers unable to access their accounts was caused by a junior BPO technician in India, according to reports.

Technology website The Register says an "inexperienced operative" based at a support centre in Hyderabad had accidentally deleted information during a software upgrade last week.

The IT worker had been working on the online software for RBS, Natwest as well as Ulster Bank.
A team of IT experts had been recruited for the project in India following redundancies in the UK; Indian staff are paid a salary of £9000.00 compared to up to £50,000 for their British counterparts.

The error is thought to have occurred after a routine software upgrade froze part of the banks' online computer systems last Wednesday, affecting millions of customers in the UK.

Whilst the problem was resolved two days later, RBS - the parent of Natwest - is reportedly attempting to sort through a backlog of more than 100 million customer transactions.

Unions have already blamed the fiasco on the decision to outsource much of RBS's IT jobs to India.
The bank has promised customers will be reimbursed for the cost of fines or late payment fees incurred as a result of the delays.

Industry experts have estimated the cost of the problem to RBS at between £50 million and £100 million.
- UKAsian Staff
www.ukasiaonline.com

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