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Call Center Telephone service that enables clients to access home banking services or request information from the help desk. It is also used for customer care and telemarketing. Cashflow Statement Document that shows the variations in the financial assets structure during a certain time frame, usually the financial period.The cashflow statement shows the resources that financed the running of the company, coming from both internal sources and therefore from the business itself, as well as from external sources; that is, from shareholders, through increasing capital, and other backers. This analysis provides information on the use of those resources, thereby highlighting the company's investment/divestment policy. It also shows a correlation between resources and their use, in order to identify the strengths and weaknesses that the company had to deal with in carrying out its mission during the period under consideration. Chief Executive Officer Member of a company’s board, to whom the board may delegate certain functions, within determined limits. Code of Ethics The code of ethics is a document drawn up on a voluntary basis by the company summarising all the values recognised and internalised by the company, and the consequent principles and behaviour to which everyone working in the company must conform. The document also includes the company’s approach to environmental, social and economic issues in relation to the principal stakeholders, within and outside the company. Consensus Consensus is the average weight of analysts’ ratings on a company’s results. Consensus information is very important and is compared with the final results, with consequent effects on the value of the listed stock. CONSOB (Commissione Nazionale per le Società e la Borsa) National Commission for Corporations and the Stock Exchange. Set up under law 216 of 7 June 1974, CONSOB is an independent administrative authority that oversees the Italian stock market. Its work is aimed at the protection of investors, and at the efficiency, transparency and development of the market. Consolidated Annual Report It consists of the balance sheet , income statement and notes of the company or group that are part of a holding company. It includes the income and asset situation of all those companies. Core Business The main activity of a business on which its strategic choices and corporate policies are centred. Corporate Bodies The sections of a company that administer and manage it. Corporate by law Document that contains the fundamental regulations on the organisation and functioning of a public or private body. Corporate Ethics The totality of corporate policies derived from principles and rules of behaviour that guide the management and the actions of a company in conformity with the ethical values chosen by the company. Corporate Governance All the regulations and structures that regulate the governing and control of a company, with particular reference to document transparency and the completeness of information provided to the market. Corporate Social Responsibility Voluntary integration of social and environmental issues into the commercial and industrial life of a company and in its relations with its stakeholders. Current Account, or Cheque Account The most popular way of keeping money in the bank, set up through a contract under which the bank undertakes to take care of the money (paying annual or six-monthly interest) and the customer can make withdrawals at any time. Customer Care Generally, all the company’s client-directed activity aimed at helping the client in the choices and management of its products and services and assisting in the after-sale period. There may also be information services through a call center and help services. Customer Satisfaction The client is at the centre of the company’s focus, and the company pays scrupulous attention to client service. Gaining the client and keeping his or her confidence are the key factors in the growing significance of the measure of client satisfaction in every aspect of the company’s operation. Evaluating client satisfaction is possible by quantifying and measuring the perception of the quality of products and services offered and the difference between their expected and actual value to the client. |
