Finextra Research: Latest fintech news, analysis, interviews, features and opinion by industry experts

Mobile banking take up set to grow - Celent

Research from Celent suggests that the mobile banking channel will grow from one per cent of US Web banking households today, to 35% within the next three years - a forecast that breaks with downbeat assessments from other analyst houses.

18 May 2007

News/Call centres

Web banking soaring over all other retail channels - TowerGroup

Growth in Internet banking is outpacing all other retail delivery channels and is rising at an annual rate of 27%, according to a US study by TowerGroup.

16 May 2007

News/Call centres

Offshoring fears surface at NAB

National Australia Bank (NAB) may ship hundreds of jobs to offshore centres in India following a review of its back office operations in Melbourne.

15 March 2007

News/Call centres

Barclaycard to shut Manchester call centre

Barclaycard is closing its customer call centre in Manchester, which employs 630 staff, and is shifting some of the work to offshore centres in India.

06 March 2007

News/Call centres

Lloyds TSB closes Mumbai call centre; brings work back to UK

UK bank Lloyds TSB says its contact centre in Mumbai will no longer handle customer calls from the UK because interactive voice recognition (IVR) technology introduced last year has reduced the number of calls sent through to staff.

02 March 2007

News/Call centres

Norwich Union brings 150 Indian call centre jobs back to UK

Insurance firm Norwich Union is bringing 150 call centre jobs outsourced to its offshore centres in India back home to Britain.

29 January 2007

News/Call centres

More Th>n introduces personalised customer services

More Th>n, the direct financial services arm of UK insurer Royal & SunAlliance, is introducing a personalised call centre service where each customer will be assigned their own service manager.

22 January 2007

News/Call centres

Internet banking overtakes telephone in the UK

The number of UK customers using Internet banking service has outstripped those using telephone banking for the first time, according to payments association Apacs.

05 January 2007

News/Call centres

India's HDFC Bank takes note of customer feedback with IBM

India's HDFC Bank is to install information software from IBM to examine customer feedback in e-mails and phone calls from among its 535 branches in 300 cities

08 December 2006

News/Call centres

Public opposition to offshoring grows

Public antipathy to offshore outsourcing continues to grow in Britain with one in three adults (32%) believing that UK companies should be forced to bring offshored jobs back home, according to a survey released by Deloitte.

28 November 2006

News/Call centres

Westpac shelves offshoring plans

Australian banking group Westpac has ditched plans to shift hundreds of back office jobs from Sydney to an offshore centre in India.

17 November 2006

News/Call centres

First Data to open Glasgow call centre

US electronic payments processor First Data is opening a new customer contact centre in Glasgow that will create more than 430 jobs in the Scottish city over the next five years.

13 November 2006

News/Call centres

First Direct to trial mobile video banking

The UK's first direct is to provide video access to customer representatives over the mobile phone network in an experimental technology trial with wireless operator 3.

09 November 2006

News/Call centres

Alliance & Leicester switches to converged voice and data network

UK banking group Alliance & Leicester (A&L) has selected BT to transform its telecomms infrastructure into a single, fully managed converged voice and data network.

20 October 2006

News/Call centres

Indian police arrest man caught in Channel 4 data theft sting

Police in India have arrested a 'middleman' suspected of selling the personal financial data of UK customers to undercover journalists working on Channel 4's Dispatches programme.

12 October 2006

News/Call centres

UK watchdog to probe Indian call centre security

The UK's Information Commissioner's Office, which is responsible for enforcing the Data Protection Act, is investigating claims made by Channel 4's Dispatches programme that undercover reporters were able to buy the confidential financial records of British customers from gangs in India.

06 October 2006

News/Call centres

Nasscom slams Channel 4 'sting' operation

India's National Association of Software and Service Companies (Nasscom) has ordered UK broadcaster Channel 4 to hand over information from a documentary about alleged financial data theft at call centres in India.

04 October 2006

News/Call centres

HSBC sees big return from $5 billion tech spend

HSBC, the world's third largest bank, says its heavy investment in technology is beginning to pay off as more business is conducted through lower-cost online channels.

28 September 2006

News/Call centres

First Data inks Barclaycard processing deal

US-based First Data has won a significant contract to provide credit card and loans processing services to Barclaycard. Financial terms of the deal were not released.

20 September 2006

News/Call centres

Generation gap widens in banking channel mix

Research conducted by the American Bankers Association confirms the view that generational differences have a strong influence on consumer channel preferences for financial services delivery.

31 August 2006