Tag Archives: bank

Banks are lending less as payday loans are getting easier

This blog is by Frank Hammerton, the Business Development Director of Teleperformance Collections. The Archbishop of Canterbury recently caused a stir in the British press because he pledged to ‘out-compete’ the payday loan company Wonga. The Church of England isn’t … Continue reading

Posted in Collections, Current Affairs | Tagged , , , , , , , , , , , | 2 Comments

Compensation Culture

Banks in the UK are facing new proposals from the Financial Services Authority (FSA) that will force them to prominently display the compensation limits available in case of their collapse. These new proposals have been proposed because even an expensive … Continue reading

Posted in Current Affairs, Customer Service | Tagged , , , , , , , , , , , , | Leave a comment

Phishing for clues

It’s good news to see that the police in central London have arrested two men over a £1m phishing scam involving students with loans from the government. If you are not familiar with the term phishing, it refers to the … Continue reading

Posted in Current Affairs, Customer Service, Technology | Tagged , , , , , , , , , , , , | Leave a comment

Banks go social for customer feedback

In his last blog, Alistair mentioned how the sale of Northern Rock to Virgin Money is likely to shake up the British High Street by bringing the Virgin attitude to customer service to the retail-banking sector in a much bigger … Continue reading

Posted in Current Affairs, Customer Service, Social Media | Tagged , , , , , , , , , , , , , , | 1 Comment

Virgin Money to shake up the British High Street

What interesting news that Virgin Money is buying up Northern Rock. Not only is Virgin saying that there will be no redundancies (at least for 3 years), they are also promising to open more branches and to expand. It is … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service | Tagged , , , , , , , , , , , | 1 Comment

Empathy is the greatest asset

When people complain that they hate contact centres, it is usually a lack of empathy that they are complaining about. If I think about the times that I have had to call on the customer service function of a company, … Continue reading

Posted in Contact Centres, Customer Service | Tagged , , , , , , , , , , , , , | 2 Comments

What about the digital divide for customers?

Julia’s blog about our event on October 20th – is social media reinventing customer care – got me thinking about the idea once again. I’m something of a latecomer to the entire world of online networking, but have become quite … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Social Media, Technology | Tagged , , , , , , , , , , , , , , , , , | Leave a comment

Social customer service

Many firms have started working with the various online social networks, in a bid to interact directly with customers and particularly to engage with dissatisfied customers. We have all seen the firestorms that can be created on a network like … Continue reading

Posted in Current Affairs, Customer Service, Social Media | Tagged , , , , , , , , , | Leave a comment