Lloyds TSB Bank plc in the U.K., specializes in the provision of point-of-sale finance, consumer lending, commercial lending and asset management services.
The division runs major consumer contact centers in Cardiff, Cockfosters and Edinburgh, supporting sales, service and collections operations for some 3,000,000 customers. Telephony is the main contact channel with customers, and some 1,500 contact center agents typically handle 4.5 million calls a year.
According to Mark Crocker, Head of CRM Operations at Lloyds TSB Asset Finance Division, “Our core objectives are to constantly enhance customer satisfaction by providing excellent service quality and first-time call resolution. From a CRM and contact center perspective, this means constantly evolving our customer service and sales experience by delivering quality products and care through customer interactions, and optimizing our entire IT and telephony infrastructure in parallel with the cultural requirements of the team managers, team leaders and agents.