Lloyds TSB increases call centre control with new IT

An IP-based platform will enable flexible working for call centre agents

Lloyds TSB Asset Finance has signed a three-year contract with Cable & Wireless for the implementation of an IP-based telephony system to increase control over call management and improve services.

According to sources close to the deal, the contract is worth around £10m and will see the consolidation of previous legacy systems onto a new platform and the replacement of traditional handsets to accommodate the new technology.

By using IP telephony, Lloyds expects to generate cost savings as the new system allows multiple network connections through a single network circuit.

System tools such as resource planning, which calculates how many agents are needed to handle calls at any given time, will support the bank in reducing call queues and consequently improve customer response rates.

The platform will also enable more flexibility for mobile workers and more efficient call diversion to operators with different skills.

"We want all our customers to rank us as their number-one financial services company, so updating our systems to ensure we can provide them with the best possible customer service is vitally important to us," said Al McMullan, head of technology and IT strategy at Lloyds TSB Asset Finance.