Case study 8

“we have been very pleased with Telecommerce’s input and will contact them again.”

Director of After Sales Service Division – Bosch Siemens Home Appliances – UK

Fleming Premier Banking
December 2000 – August 2001

Call Centre Project – 70 staff
Client: Client Services Director

Fleming Premier Banking was, at the time of the assignment, the telephone banking arm of JP Morgan Chase following a series of acquisitions in UK and Europe. The new owners wished to divest themselves of the telephone banking operations and sell as a going concern. The assignment included de-coupling a telephone and internet banking call centre operation from the parent asset management organisation preparatory to sale.

  • Developing the call centre management team for independent ownership
  • Developing core processes and procedures for independent ownership
  • Setting up outbound telemarketing pilot and in-house team
  • The project was successful and the operation is now a division of Abbey trading as Cater Allen Private Banking
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