Banking on great staff
The business case
Lloyds TSB were looking for a location to start a new 24 hour,
seven-days-a-week telephony operation.
Customers were changing the way they accessed the bank's
services - with a focus on telephone and internet banking. In
short, customers were no longer just willing to travel to a branch;
they required a multi channel offer.
Lloyds TSB identified the need to deliver their services at
different levels - not just a "one service fits all" approach. As
such, the new location would have to cater for complex issues as
well as the day-to-day ones.
The right location
Lloyds Banking Groups' needs
The new location would have to meet a wide number of
requirements. First of all, the labour pool would need to be
particularly wide, to supply skilled workers for full-time and key
(This labour pool would be enhanced if the location could offer
a wide travel to work area.)
Some positions were especially suited to students - bright
articulate people who are responsive to change and able to work
weekends and evenings. So it was important that any potential
location had a large college and university population.
And like any location, it would need to be cost effective, as
well as offering the opportunity to expand.
Ease of recruitment was especially important. Lloyds Banking
Group's contact centre now employs over 1,100 people in Glasgow, so
the company relies on a large labour pool, especially to take into
account the fact that students will tend to move on after
completing their courses.
Glasgow has access to four universities and twelve colleges,
ensuring a steady supply of students for these roles.
The integrated public transport system and a pool of 1.4m people
in the 45 minute travel-to-work area are also extremely important
in increasing the catchment.
Lloyds Banking Group has won Call Centre Association
accreditation. They have also won the Sales Management Team of the
Year 2003 and are currently short listed for two other awards in
2003 - Best Customer Experience in Europe and Best Call Centre in
In Glasgow, Lloyds TSB is developing new initiatives around
customer relationship management. This covers areas such as account
management, bespoke services for high value customers and the
successful resolution of "first point of contact" enquiries.
Team leaders and managers have been involved with the schools
and universities in an innovative e-mentoring project. This
tailored skills initiative is designed to attract new school
leavers and graduates to jobs in the financial services sector.