280 articles tagged with this keyword
News/Call centres
Malaysia's EON Bank Group has contracted with Hewlett Packard for the supply and implementation of an IP-based telephony system at its customer call centre.
09 August 2005
Two former US call centre workers have filed a lawsuit against HSBC alleging that the bank violated federal and state labour laws by not paying them overtime.
21 July 2005
ING Direct, the Internet and phone banking arm of Dutch bank ING, has implemented an IP telephony system supplied by Avaya at its call centre in Cardiff.
06 July 2005
City of London police are investigating allegations that a call centre worker in India sold the bank account details of 1000 UK customers to an undercover reporter, raising fresh fears about the security of customer data at offshore centres.
23 June 2005
The Commonwealth Bank of Australia has signed a new three year contract with Telecom New Zealand (TNZ) for the provision of voice and contact centre services. Financial terms of the deal were not disclosed.
02 June 2005
The UK's Barclays Bank is implementing artificial intelligence (AI) technology from Cambridge-based Transversal to provide its Web banking customers with automatic answers to online queries.
10 May 2005
Three former employees of Indian BPO firm MphasiS have been arrested for allegedly siphoning off $300,000 from Citibank customers after stealing account details while working at an offshore call centre in India.
08 April 2005
US banks are missing a significant opportunity to increase sales because of ineffective marketing at branches and call centres says Accenture
06 April 2005
German independent financial advisor AWD has implemented S1 Corporation's newly-launched call centre application at its customer services centre in Hanover.
05 April 2005
Over half of UK consumers are unhappy about banks outsourcing customer contact centres to cheap offshore locations, according to research conducted by Fujitsu Services.
22 March 2005
The Bank of Ireland (BoI) is to spend EUR40 million on consolidating technology and improving automation across the enterprise over the next four years under a EUR120 million cost reduction programme.
Canada's BMO Bank of Montreal is implementing New York-based Verint's recording and analysis software, Ultra, across four networked customer contact centres.
17 March 2005
The UK's Cheshire Building Society has implemented customer relationship management technology from Bristol-based smartFocus across its marketing and customer knowledge teams.
08 March 2005
US bank Wachovia is introducing search technology from California-based Verity to provide 5000 staff located across its 14 call centres with improved access to business and customer information.
18 January 2005
The UK's Nationwide Building Society has reaffirmed its commitment to keeping its call centres in the the country by opening a new facility in Sheffield.
03 December 2004
ING Direct is to create over 300 new jobs in Cardiff, Wales, with the opening of a call centre to cater for its expanding UK customer base.
25 October 2004
US bank Wachovia is to move to an outsourced interactive voice response (IVR) and speech recognition platform from Convergys.
20 October 2004
Royal & SunAlliance (R&SA) has announced that it is transfer 1200 staff to India, which will save it over £10 millon ($18m) a year.
12 October 2004
Despite concerns about the offshoring of jobs to cheaper overseas locations, staff numbers continue to rise in UK call centres according to the latest annual survey by research firm Incomes Data Services.
06 October 2004
Retail financial institutions are preparing to increase their spending on technology and IT staff in the coming year in an effort to meet the rising expectations and demands of customers and regulators.
10 September 2004
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