Trina Evans

"Call centers were an operational utility, a necessary evil," says Trina Evans, director of KeyCorp's centers, which have seen a 150% increase in sales since 2003 without an increase in staff.

"Our first response was embarrassment and outrage," says Senior Vice President Trina Evans."Then we began to think rationally about what we could do, what was technically possible and how much we were willing to spend."

Thanks to federal anti-cybersquatting laws, KeyBank was able to obtain domains for most of the firm's trademarks, even the ones it hadn't yet registered, without paying a dime.First Amendment considerations prevented the bank from shutting down the hate sites, but it was able to force the sites to remove any trademarks or links to the company's Web pages.

KeyBank is ahead of the game; many companies don't even know which domains they own, says Maigred Eichten, vice president of digital brand management for site authentication company VeriSign.

"Our first response was embarrassment and outrage," says Senior Vice President Trina Evans.

"We went from a yearly freshening of Key.com to ... where we are putting 50 to 100 changes into the Web site [every week]," says Trina Evans, KeyCorp's senior vice president of electronic services.The bank employs 12 Web-content managers to cull information about new tools, resources, products and programs with business partners.

Handling volumes of information as well as product and service offerings creates a challenge for Key.com.But observers say Key has managed to keep its Web site simple, clean and professional.

"It's not based on bells and whistles that can take your attention away from what you want to accomplish on the site," says Speer & Associates' Wehrlin.

Trina Evans To Head KeyCorp's Call Center Services Group - PR Newswire (Thu Mar 6)

Trina Evans To Head KeyCorp's Call Center Services Group

Trina Evans To Head KeyCorp's Call Center Services Group

CLEVELAND, March 6 /PRNewswire-FirstCall/ -- Katrina (Trina) Evans has been named executive vice president and director of KeyCorp's Call Center Services Group, which responds to more than 30 million consumer and business inquiries a year through its electronic and telephone-based service and sales channels such as 1.800.KEY2YOU.Reporting to Evans will be the company's commercial and consumer service call centers, and inbound and outbound consumer telesales centers.She also will manage various support groups including voice systems; an internal call center serving Key's branch network; and workforce and project management teams that ensure appropriate staffing levels, lead continuous improvement and client satisfaction efforts and support technical system enhancements."Trina provides a broad range of experience and expertise in the areas of call center and branch operations, Internet development and ATM networks," said Client Services Group President Michael Evans, to whom Trina will report."Trina provides a broad range of experience and expertise in the areas of call center and branch operations, Internet development and ATM networks," said Client Services Group President Michael Evans, to whom Trina will report.