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Alex Noble

Account Director
McAfee
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10 Jan 2008
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London
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Followed by John Sims, Martha Boyle and 5 others you follow
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Alex's opinions

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Alex Noble

Phone Banking vs Facebook banking

I was very interested to see two good stories on Finextra today. The first was that around half of Facebook users want to be able to bank through Facebook. The second was that 91% of British adults had concerns about fraud on their phone accessible bank accounts. It seems to me a pretty bizarre set of contradictions. Facebook is a very nice appli...

05 June 2008 /security /retail

Alex Noble

Banks criticised by BBC for automated calls

I'm working in San Diego this week, but over the weekend I was sent an interesting story. The BBC Radio Money Box program has been investigating the use of automated outbound calling by UK banks to chase bad debts. Some consumers claim that this had led to them receiving up to eight calls a day and Privacy International is arguing that this poten...

03 June 2008 /retail

Alex Noble

Software archaeology and financial contact centres

There's an interesting (and brief) post on Grady Booch's IBM blog that got me thinking. Grady Booch, for those unfamiliar with him, is an IBM's Chief Scientist for Software Research but perhaps more importantly developed UML (Unified Modelling Language) and was very influential in the development of Object Orientated programming. I've seen him th...

30 May 2008 /retail

Alex Noble

Further thoughts on calling outbound in the UK.....

I'm back from a week's holiday today and I'm catching up on all the news while I've been away. On article that caught my attention was from the Times on 17th May. The business columnist Sathnam Sanghera had a rather good full page article on outbound call centres. What I found interesting about it was that so much on call centres is written as ...

27 May 2008 /retail

Alex Noble

Lloyds TSB offshores IT, not call centre

An interesting article on Finextra about Lloyds TSB offshoring 450 IT jobs. What it makes it interesting is that Lloyds TSB has opted not just to keep its contact centres onshore, but create new contact centre jobs onshore. I've covered this in past posts like "Onshore still growing - Lloyds TSB" but it makes clear that if customer ser...

16 May 2008 /retail

Alex Noble

Online banking and contact centre

An interesting article on Finextra today with statistics that one third of UK web users bank online. Apparently the most popular sites are Lloyds TSB and Royal Bank of Scotland. What is interesting for me is that in the UK at least, the web channel and the phone channel are still some way off converging. You might argue that this is natural, as th...

28 April 2008 /retail

Alex Noble

Royal Bank of Scotland call centre theft

This isn't the first, and certainly won't be the last, example of security breaches from staff. There's been a lot of recent focus on the risks of external attack and how biometrics can help deal with this but the internal threat has been neglected. I've posted on the external attack on Barclays ("Security, Call Centres and Fraud"), whe...

15 April 2008 /security /retail

Alex Noble

Capital One cuts 750 UK jobs at Nottingham Call Centre

Not the best news from the Daily Telegraph and Finextra, but perhaps one of the first signs of the credit crunch hitting the call centres of UK financial services firms. I'd wondered in January this year if trends the call centre job market were a warning sign that things were getting much tougher ("Are Onshore call centre jobs always goo...

09 April 2008 /retail

Alex Noble

Abbey National fined by Ofcom

Interesting news last week from Ofcom, the UK communications regulator. Back in 2007, Ofcom began investigation into Abbey National making 'silent calls' to customers and issued a formal notification in November. Last week, Ofcom ruled that Abbey had breached the rules on outbound calls and fined them £30,000. The announcement is here. For thos...

25 March 2008 /retail

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Alex writes about

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  • payments
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  • retail banking

Alex's opinion archive

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  • European Contact Centre Blog
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