280 articles tagged with this keyword
News/Call centres
Lloyds Banking Group is axing 645 jobs and closing a call centre in the town of Warrington, in a move branded "unjustified" by the Unite union.
21 May 2014
An IT glitch at Commonwealth Bank of Australia has left customers unable to use online and mobile banking, ATMs and point-of-sale terminals for several hours.
15 April 2014
Retail giant Marks & Spencer will take on Britain's high street banks this summer with the launch of a current account with no monthly fee.
07 March 2014
Her Majesty's Revenue and Customs (HMRC) has decided not to levy a 20% value-added tax on bitcoin transactions, reversing an earlier ruling that classified virtual currencies as gift vouchers.
03 March 2014
Close to two thirds (64%) of people online who hold a current account with a bank or building society would prefer to conduct their banking on the Web or via a mobile application compared to just 29% who prefer telephone or in-branch banking.
10 January 2014
Barclays Bank is to close a call centre in Coventry, UK, with the loss of 350 jobs.
05 November 2013
Barclays chief Antony Jenkins has hinted that branch closures could be on the horizon as the bank bids to cut costs and take advantage of customers' growing enthusiasm for mobile services.
31 October 2013
Commonwealth Bank of Australia has employed a team of design consultants to refurbish its Melbourne call centre in an effort to inspire staff working on intense, monotous tasks.
26 July 2013
Turkey's Akbank has introduced a video chat service to its online banking site, connecting customers with remote call centre agents direct from their PCs.
27 June 2013
ANZ and Royal Bank of Canada are working with IBM to test the capabilities of Watson Engagement Advisor for crunching account data and providing clients with relevant, nuanced answers to online and mobile queries.
22 May 2013
Britons have little faith in the ability of banks to look after their personal information, with call centres seen as a particularly weak link in the security chain.
11 March 2013
Missoula Federal Credit Union has begun piloting Diebold's video ATM technology, enabling customers to talk to call centre staff through a screen.
24 October 2012
Large numbers of Brits have been unable to access their accounts online and withdraw cash from ATMs after separate systems problems at Lloyds Banking Group and the Co-operative Bank.
05 October 2012
UK retail giant Marks & Spencer has stepped up its banking operations, launching a current account and promising to open up a raft of new in-store branches by the end of the year.
27 September 2012
ING is weighing up the sale of its online banks in the UK and Canada as it looks to raise cash to pay back money lent by the Dutch government at the height of the financial crisis.
03 August 2012
The Royal Bank of Scotland has set aside £125 million to cover costs resulting from the technology failure that hit RBS, NatWest and Ulster Bank customers in June.
With mobile money becoming increasingly important, the UK's Faster Payments Scheme has hired telecoms industry veteran Craig Tillotson as its first managing director.
12 June 2012
The latest in a long line of computer problems to hit Australian banks has left NAB customers unable to use ATMs and point-of-sale terminals or access their account online or over the phone.
10 February 2012
Finextra TV/Call centres
Theresa McLaughlin, EVP and CMO of Citizens Bank, sees the branch remaining a part of the overall bank offering for some time to come.
04 October 2011
Linda Verba, head of retail banking at TD Bank (and considered to be a guru of bank customer service in the US) discusses a 'return to civility' for bank call centres and customer service.
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