UK banking group HBOS has established a new bespoke 175-seat customer servicing centre for its administrative subsidiary, HECM Customer Services, using technology from contact solutions vendor Merchants Limited.
The agreement with Merchants covered the recruitment and training of the customer service agents and the installation of desktop and networking infrastructure to accommodate them.
The new customer servicing centre operates out of a HBOS-branded floor within Merchants' premises in Milton Keynes. The centre houses three teams - a telephone desk capable of handling 1500 customer inbound calls a day, and two teams to support HBOS' back-office administrative functions, as well as some management based on-site to provide additional back-up and support.
Mark Rudd, HECM’s relationship manager dealing with Merchants comments: “Merchants' expertise in setting up a complete customer servicing operation in such a short timescale has been very impressive."