[anonymouscomments]

Jimworcs how would you know what kind of people BA employ? Have You ever worked for them? No? Thought not. I'm insulted by the fact that you basically stereotyped all call centre staff. I work for BA in a call centre and i have qualifications including a degree and know plenty of other people that work at BA and also have similar levels of education. The majority of people i work alongside try and do a good job and want to help people. They dont intentionally lie or say anything to get rid of people either for that matter! I dont work in customer relations so i dont know the framework they work within unfortunately. Being honest the incentive scheme may be set up incorrectly but i havent seen how it works for that department. In my own department incentive is based on time between calls being an average of less than 60 seconds. I would also say that people individually may want to do something but ultimately they have to work within BA policies.