I used to work in an LTSB call centre
Very recently I took on a job working the front line support for the branch/counter staff (not customers). One of the things I noticed was the complete lack of security when it came to passwords. The 'script' we had (flowchart, basically) for password resets went like this:
1. Check date of birth spreadsheet, if not listed (hardly any were), goto 2
2. Check memorable information (2nd character of blah etc), if not listed (again, about 80% did not have this setup) goto 3
3. If the caller is based in India, reset password
I'm not making this up, I even questioned this to which my superiors replied "It's always been like that". So if you want to get a password reset just put on a Indian accent.
Because we had to use two separate boxes (one for call handling/office work the other was on the bank network) we could not copy and paste, henceforth all the desks were littered with bits of paper with usernames, account numbers, you name it. There was no 'clearing your desk' policy or if there was, it wasn't very heavily enforced
I was forced to work continuously over 2hrs without a break whilst using a VDU which I assumed was illegal in the UK, but apparently not. I met some people there who had been working as temp's for over a year! When I started my boss introduced me to the people I would be working with and said:
"We've got some really good guys on your pod, really experience so just ask them if you get stuck. This guy has been here for nearly 6 months"
I had to fake a sneeze to stop me going WTF? Basically, anyone with an ounce of talent is going to get the hell out of these sorts of places as soon as, so you are left with all the fuckwits.
Here's a quick example of how much idiocy occurred at this place. Most counters have a MICR (Magnetic ink) readers for cheques etc. They ALSO have hearing aid inductions loops. A hearing aid induction loop is one big magnet, can you see where this is leading? They upgraded all the MICR readers and then suddenly found out (due to the sheer number of calls) that the hearing aid loops was causing interference and their solution? Not, as you may all think, TEST THINGS IN A LIVE SETTING before installing them into over 300 different sites but to simply tell the staff to turn off the loop until they see someone with a hearing aid walk in (and hope they didn't have lots of cheques).
The general atmosphere was rotten, in the short time I was there I was quite legendary as I was one of the few people who was actually trying to help out the customer. It was a 'blame' culture, where problems would just bounce around different departments saying "It's X depts fault, contact them" or "You've missed out a tiny insignificant detail on the problem report" and it gets rejected.
I've got a much better job now, but it's changed the way I treat people when I inevitably have to ring a call centre. Once the english training gets up to full speed in India I doubt there will be a call centre left in the UK.
p.s They want to fill out an 'leavers' interview before I can get my holiday pay, is this legal? I'm tempted just to copy and paste this text.
p.p.s We did not have access to the 'full' password, but then again we had the power to reset them.