Call centres

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Digital-only Charter Savings Bank preps UK launch

/Call centres

Digital-only Charter Savings Bank preps UK launch

Startup digital-only lender Charter Savings Bank has been given the go-ahead by regulators to begin taking deposits.

/Call centres

Mplsystems analytics automate contact centre chatter from new bank channels

mplsystems, the UK-based multi-channel customer contact technology specialist, has launched intelligentResponse - the first automated response solution to help financial services firms’ contact centres handle the anticipated flood of incoming text messages caused by the growth in mobile apps, social media, web chat and email channels.

First direct tops customer service charts - Which?

/Call centres

First direct tops customer service charts - Which?

First direct, a bank that has no high street branches but still manages to make its customers feel valued, is the top-rated brand for customer service in the UK, according to a survey by consumer champion Which?

/Call centres

Syntec partners Worldpay for CardEasy phone payment processing

Worldpay, a global leader in payment processing, risk and alternative payments, and Syntec, a leading cloud call centre management service provider, have agreed a global partnership which will enable businesses to accept telephone card payments securely without compromising end-user experience.

Americans embrace mobile banking but the branch makes comeback

/Call centres

Americans embrace mobile banking but the branch makes comeback

The Internet continues to be America's most popular banking channel but is losing ground to mobile, ATMs and even branches, according to an ABA survey.

Barclays preps voice biometrics for phone banking

/Call centres

Barclays preps voice biometrics for phone banking

Barclays is rolling out voice biometrics technology at its call centres that recognises customers when they start talking.

Lloyds cuts 645 jobs; closes Warrington call centre

/Call centres

Lloyds cuts 645 jobs; closes Warrington call centre

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.

CommBank services hit by network-wide outage

/Call centres

CommBank services hit by network-wide outage

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.

M&S takes on banks with fee-free current account

/Call centres

M&S takes on banks with fee-free current account

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.

UK rejects VAT on bitcoin trades

/Call centres

UK rejects VAT on bitcoin trades

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.

Online and mobile gaining ground over telephone and branch-based banking - YouGov

/Call centres

Online and mobile gaining ground over telephone and branch-based banking - YouGov

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.

Barclays to shutter Coventry call centre

/Call centres

Barclays to shutter Coventry call centre

Barclays Bank is to close a call centre in Coventry, UK, with the loss of 350 jobs.

Barclays boss hints at branch closures as customers go mobile

/Call centres

Barclays boss hints at branch closures as customers go mobile

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.

CBA calls in graphic designers to re-inspire call centre staff

/Call centres

CBA calls in graphic designers to re-inspire call centre staff

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.

Akbank adds video chat to online banking site

/Call centres

Akbank adds video chat to online banking site

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.

ANZ and Royal Bank of Canada to engage with IBM's Watson

/Call centres

ANZ and Royal Bank of Canada to engage with IBM's Watson

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.

Brits wary of bank call centre security

/Call centres

Brits wary of bank call centre security

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.

Missoula Federal Credit Union pilots Diebold video ATMs

/Call centres

Missoula Federal Credit Union pilots Diebold video ATMs

Missoula Federal Credit Union has begun piloting Diebold's video ATM technology, enabling customers to talk to call centre staff through a screen.

Lloyds Banking Group and Co-op customers hit by systems glitches

/Call centres

Lloyds Banking Group and Co-op customers hit by systems glitches

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.

M&S launches current account; plans more branches

/Call centres

M&S launches current account; plans more branches

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.

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