Lloyds TSB banks on call‐center quality: Staff benefit from training and career development

Abstract

More than ten million Britons currently use telephone banking and an estimated 11.5 million online active bank accounts are in use – more than in any other European country. These figures demonstrate that Internet and telephone banking are firmly embedded in everyday lives and are here to stay. Lloyds TSB has been working not only to ensure that its call centers provide the best possible service to customers, but also that it provides its staff with the best possible place to work.

Citation

(2004), "Lloyds TSB banks on call‐center quality: Staff benefit from training and career development", Human Resource Management International Digest, Vol. 12 No. 1, pp. 14-16. https://doi.org/10.1108/09670730410516339