Look after the pennies - Zero tolerance

It's easy to misdial a phone number, but you'd be surprised at the financial repercussions that such a small error can have for your company.

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Last Updated: 31 Aug 2010

It's easy to misdial a phone number, but you'd be surprised at the financial repercussions that such a small error can have for your company. British Airways benefited to the tune of £18,000 a year after one of its employees suggested a simple but effective remedy. The telephone switchboard operator noticed that half of the 1,500 calls she received daily were from internal staff forgetting to dial '9' for an outside line. The operator's code was '0', so all misdialled telephone and fax calls made by BA staff were automatically picked up by her. If the switchboard number was changed from '0' to '100', thought the operator, these rogue calls wouldn't get through. She submitted her idea to British Airways' employee suggestion scheme (aptly christened 'Brainwave') and her number was changed immediately. Problem solved, 18 million pence saved.

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