Having to cope with its own success, Halifax PLC is testing software that would turn the increasing number of service requests to its call center into sales.

The United Kingdom's second-largest financial institution is "looking at phenomenal growth in customer-initiated calls," said Dick Spelman, director of distribution. He said he expects the 24-hour service, Halifax Direct, to field 24 million inbound calls in 1999 and 50 million by 2002.

Subscribe Now

Access to authoritative analysis and perspective and our data-driven report series.

14-Day Free Trial

No credit card required. Complete access to articles, breaking news and industry data.