280 articles tagged with this keyword
News/Call centres
Commonwealth Bank of Australia (CBA) has once again been hit by IT problems, leaving customers unable to use ATMs, point-of-sale terminals and call centres.
12 August 2011
The Sunday Times used a 'blagger' to trick an Abbey National call centre worker into handing over the bank account details of then chancellor of the exchequer Gordon Brown, according to the Guardian.
11 July 2011
Santander is to move 500 call centre roles from India back to the UK in an effort to improve customer service standards.
08 July 2011
Days after claiming to have fixed the problem, Tesco Bank is still being affected by a computer glitch that is preventing some savings customers from accessing their accounts online.
23 June 2011
Lloyds Banking Group is to axe 300 jobs and shutter a call centre in Bridgend, forcing the 700 staff who work there to relocate to other locations.
09 June 2011
Wells Fargo has agreed to pay $16 million in compensation to customers with hearing and speech problems it discriminated against by refusing to do business over the phone using a telecommunications relay service.
02 June 2011
Customer satisfaction with online banking in the UK is high, far outstripping other channels such as branches, ATMs, call centres and mobiles, according to a survey from ForeSee Results.
25 May 2011
Nearly 30 million Americans accessed financial services accounts through their mobile phones in the fourth quarter of 2010, a 54% rise on the same period the previous year, according to comScore.
25 March 2011
Bank of Moscow is rolling out video conferencing technology from Avaya at branches so that customers can to talk to call centre staff 24 hours a day.
24 February 2011
Finextra TV/Call centres
Andrew Small, global head of customer relationship management, BT Global Services, discusses their new consumer survey, which reveals some surprising statistics about the behaviour of smart phone users.
22 February 2011
Barclaycard has come under fire over proposals to cut 285 back office and call centre staff and send the work they do abroad.
03 February 2011
Improving cooperation between branch, Internet and call centre channels is the top strategic priority for nearly half of Europe's retail banks in 2011, according to a report from Efma and Finalta
18 January 2011
Only 29% of Western Europeans believe their bank acts as a 'customer advocate', doing what's best for them and not just what's best for the bank's profits, according to a Forrester survey of nearly 21,000 European adults.
11 November 2010
Tesco Bank has inked a five year contract with customer management outsourcing firm Vertex that will see 200 call centre jobs created in Glasgow to support a move into the mortgage market next year.
21 October 2010
North Americans prefer the Internet for carrying out routine banking transactions but when a problem arises they turn to staff in a branch or over the phone, according to a survey from Empathica.
05 October 2010
Spanish banking giant Santander has outlined plans to create around 400 call centre jobs in the UK to support a customer base that has ballooned in recent years.
24 September 2010
The Royal Bank of Scotland has launched a 14-point 'customer charter' designed to rebuild public faith in the part-nationalised giant after a torrid two years.
14 June 2010
Barclaycard is weighing up plans to hand over operations at its Teesside call centre, which houses around 700 staff, to Indian BPO outfit Firstsource.
09 June 2010
A former Bank of America call centre worker has pleaded guilty to stealing high-net worth customer account information and trying to sell it.
Lloyds Banking Group has agreed the sale of its 70% stake in esure to the online insurer's founder and chairman Peter Wood for around £185 million in cash.
11 February 2010
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