Is there still Rule of Law in Gibraltar? Is there corruption in the local police?
Are employees' Human Rights protected? Is there a mafia in Gibraltar?
How corrupt are the Courts in Gibraltar? Is Entain a bad employer?
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them in English. What Susana Martin wanted to remind me of was that I had to go and talk with Lizanne from the English team as she had been briefed about what exactly was expected from us for the calibration project. That conversation with Lizanne was supposed to take about half an hour. Apart from being on chats the whole time of my shift, there had been an incident in the English team that morning where James Munden, the English team leader, had told his team off angrily for not being on the chat (what probably explained why I had been inundated by chats). There was a tense atmosphere in the English team because James Munden had become really angry so it definitely was not the right moment to go to the English team for some trivial issue that could be done anytime later. Susana Martin's intervention was entirely unreasonable and she was just looking for a reason to start a fight. 134. A few days later I went to the calibration meeting with Roni Maman. It was the first time I had met him and I had no idea that he existed before that meeting. He introduced himself as the GVC Group's head of customer service and company's vice-president. The aim of the meeting was to explain to us the wider context of our work and show different aspects and costs involved. This turned out to be a highly informative event and I learnt a lot during this session. Members of the English, French and Italian language teams were also present but I was the only one from the Dutch/Flemish team as it was well under-staffed. An example was given of a case where a real customer had asked for a £5 freebet related to some promotion. The initial customer service agent (from the English team) had made an analysis mistake and refused the freebet. This led to a number of complaints and escalations to other departments and only got sorted out days later when the customer was give a £10 freebet. Roni Maman then explained to us that each contact with the customer or internal contact cost about £5 to the company. He calculated that the total cost of this mistake had been £150. He invited us to keep this in mind for the future as it was better to give a customer a £5 freebet even in cases when the customer did not qualify for one. Roni Maman then asked everyone if they felt scared to give a £50 or £100 freebet. I was the only one who replied “yes” to that question and Roni Maman looked at me as if I were stupid. The reason why I did not want to give such high freebets was that it would have caught Susana Martin's attention and she would make a fuss about it but I did not dare to say that in front of my colleagues and with Samira Mouhayar also present at the meeting. Everything I learnt in this meeting was entirely opposite to the instructions |
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