NYMackem
Striker
I don't think the back end entries were being made by call handlers in the contact centre in real time while calls were ongoing though.Cheers, but, haven't the spm's said they'd phone up with a, say, £2k shortfall and then in front of their eyes the shortfall would double or whatever on the system. So the adjustments were the wrong way!
Seems a bit ad-hoc to me. Plus, that guy who visited the "bunker" ( although they denied he was there) intimated he watched someone change figures and it seemed it wasn't part of an ongoing call. Could be wrong there though.
I think the shortfall was doubling as the SPMs were executing processes that the call handlers were talking them through via the user interface, and the system (and it's bugs) were causing the errors.
Then if the SPM was lucky someone in the back office was fixing them, and if they were unlucky they were pressured into signing off numbers that were wrong and then prosecuted for fraud and/or false accounting by the investigators later on.