280 articles tagged with this keyword
News/Call centres
The sub-prime credit crunch will drive retail bank spending on business intelligence (BI) technology from $5.6 billion in 2006 to $9 billion by 2012, according to a global study by market analyst Datamonitor.
06 March 2008
US and European financial institutions will look to shift more technology operations offshore as budgets are squeezed following last year's credit crisis, according to the head of India's Infosys Technologies.
05 March 2008
The UK's Financial Services Authority has fined insurer Norwich Union £1.26 million for failing to protect confidential customer data - including bank account information - from fraudsters.
17 December 2007
Canada's RBC Financial Group is implementing customer relationship management (CRM) technology from Teradata which it will use to support its multi-channel marketing campaigns.
13 November 2007
Integration between the Internet bank and branch banking channels is key to improving the customer experience, according to a pan-European study conducted by TNS on behalf of Fujitsu Services.
09 November 2007
Morgan Stanley has agreed to pay an undisclosed sum to settle an infringement lawsuit relating to patented interactive voice technology with Los Angeles-based Ronald Katz Technology Licensing.
08 November 2007
Dutch banking group ING has disclosed plans to invest EUR94 million in restructuring its Belgium operations over the next five years as it tries to strike the right balance between personal service and direct channels.
07 November 2007
The UK's Nationwide Building Society is creating 200 new jobs as it moves it call centre operations in Swindon to a new purpose-built facility.
18 September 2007
Japan's Sumitomo Trust & Banking is teaming with venture capital firm SBI Holdings to launch a direct banking operation later this month.
11 September 2007
The UK's Nationwide Building Society has contracted with US electronic payments processor Tsys for credit card processing services and the construction, operation and management of a call centre.
10 September 2007
Despite the millions invested by banks in the Internet channel, clients still find it quicker to call contact centres for basic information, according to a UK study conducted by Cambridge-based Transversal.
22 August 2007
US e-payments outfit Global Payments has won a five year agreement to provide card processing services to Sarajevo-based Postbank BH.
15 August 2007
The UK's direct banks are outperforming their high street rivals when it comes to customer satisfaction, according to a survey conducted by consumer group Which?
01 August 2007
Customers of UK direct bank Intelligent Finance (IF) were unable to access accounts on Sunday and Monday after hardware installed to increase capacity caused an outage.
31 July 2007
Italian banking group Monte dei Paschi di Siena (BMPS) has signed a three year contract, worth EUR45 million, with Telecom Italia for the design and implementation of an integrated voice and data telecommunications network.
03 July 2007
The cost advantages to financial services firms of operating call centres in offshore locations are diminishing due to rising wages in countries such as India, according to research conducted by Compass Management Consulting.
28 June 2007
US banking group Wachovia is teaming with BPO vendor Genpact to open an offshore customer services call centre in the Philippines in early 2008.
20 June 2007
The majority of customers still prefer to do their banking and buy financial products at branches because of poor performance of Internet and telephone channels, according to a global retail banking study conducted by management consulting firm Booz Allen Hamilton.
13 June 2007
Spanish banking group Banco Sabadell is investing EUR57.5 million in a joint venture with telecommunications firm Telefónica that will focus on developing anytime, anywhere 'instant banking' services, incorporating new interactive TV and mobile telephony channels.
29 May 2007
The cost advantages of employing staff in cheap offshore locations declined in 2006, mainly due to accelerating wage levels, according to a study by consulting firm AT Kearney.
21 May 2007
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