TSB PhoneBank has been awarded Best Call Centre of 1997 at the recent annual award ceremony of ACITUS, the leading body of the CTI industry. PhoneBank is the telephone banking arm of Lloyds TSB Group, and was particularly praised for the way it has used integrated technology to improve business results, while maintaining high customer service standards. PhoneBank uses three high-end Unix servers from Sequent, running IMA's EDGE call centre software. Data from the two core databases, including details on all current accounts, loans, standing orders and direct debits, provides each call agent with a full picture of the customer's account. Commenting on the award, Graham Duke, head of operations for telephone banking at Lloyds TSB group said: "We have completely transformed the way modern banks serve their customers and are delighted that our investment has been recognised in this way. Working with our suppliers has enabled us to create a reliable system where our agents can concentrate on providing excellent service without the system getting in the way."
Use the same password for every website? It might be time to change them all
Applicants for parking bay suspensions put at risk of credit card fraud by Islington Council
Robert Swan appointed interim CEO after Brian Krzanich's departure
Should you link your data sets to add value, or leave them separate to reduce risk?