Nationwide call centres - are they outsourced?

System

This discussion was created from comments split from: MSE Guide: Ethical banking.

pollypenny

I cannot see how to start my own thread, in spite of joining in 2007, so please excuse what may be a digression. 

Has Nationwide outsourced its call centres?  

I've had reason to ring them a number of times in recent weeks and am having considerable trouble with accents. Yesterday I had an impenetrable Indian accent and just now a clearer, but still a strain, African accent. 

I'm hard of hearing, so find it difficult. 

WillPS

pollypenny said:

I cannot see how to start my own thread, in spite of joining in 2007, so please excuse what may be a digression. 

Has Nationwide outsourced its call centres?  

I've had reason to ring them a number of times in recent weeks and am having considerable trouble with accents. Yesterday I had an impenetrable Indian accent and just now a clearer, but still a strain, African accent. 

I'm hard of hearing, so find it difficult. 

Newp. All based in Swindon and Wakefield I think?

pollypenny

WillPS said:

pollypenny said:

I cannot see how to start my own thread, in spite of joining in 2007, so please excuse what may be a digression. 

Has Nationwide outsourced its call centres?  

I've had reason to ring them a number of times in recent weeks and am having considerable trouble with accents. Yesterday I had an impenetrable Indian accent and just now a clearer, but still a strain, African accent. 

I'm hard of hearing, so find it difficult. 

Newp. All based in Swindon and Wakefield I think?

I had thought that, but I've only spoken to one clear-voiced advisor recently.  I had to call a number of times about my ISA at the beginning of the month and then yesterday and today on another issue.  

RG2015

pollypenny said:

I cannot see how to start my own thread, in spite of joining in 2007, so please excuse what may be a digression. 

Has Nationwide outsourced its call centres?  

I've had reason to ring them a number of times in recent weeks and am having considerable trouble with accents. Yesterday I had an impenetrable Indian accent and just now a clearer, but still a strain, African accent. 

I'm hard of hearing, so find it difficult. 

To start a new thread there is a red circle with a white plus sign. Sometimes it is a red rectangle with a white plus sign and the words create new depending on your device and whether in landscape or portrait.

Notnobody

I phoned today about my NW credit card and felt embarrassed as I had trouble understanding the noticeable Indian accent and had to keep asking for repetition. I have no issue with anyone's race or nationality, but shouldn't companies make sure their call handlers speak very clear English?

Section62

Notnobody said:

I phoned today about my NW credit card and felt embarrassed as I had trouble understanding the noticeable Indian accent and had to keep asking for repetition. I have no issue with anyone's race or nationality, but shouldn't companies make sure their call handlers speak very clear English?

Nationwide's credit cards are outsourced, so the customer service agent you were speaking to may not be employed by Nationwide, and may not be in the UK.

Rich1976

Nationwide’s credit card admin and call centre are definitely outsourced . I think it is a company based in Coventry that does it that other card providers also outsource too. 

Their postal address is in Leicester and again they are an outsourced company that deals with that .

Rich1976

IanManc said:

IanManc said:

This page says all Nationwide's call centres are in the UK:

https://www.nationwide.co.uk/about-us/why-bank-with-us/

But this article contradicts that:

https://kimonservices.com/nationwides-india-move-sparks-job-shift-for-uk-finance-staff

This bit caught my eye:

"Nationwide has outlined a phased approach for implementing this outsourcing initiative. The process is expected to take place over 12 to 18 months, allowing for a gradual transition of responsibilities.

Current staff members will be tasked with training their Indian counterparts, ensuring a smooth transfer of knowledge and skills."

So staff train people in India to do their jobs, then Nationwide can sack them. Charming. 

Yes not very nice but not uncommon. I’ve just recruited someone who was made redundant recently after her job was outsourced abroad and she had to train them before her finishing date .

MABLE

Not sure it’s a good move if front line staff being transferred to an overseas contact centre. Lloyds tried it and transferred those jobs back to the UK.

British gas is a nightmare to deal with as they use overseas centres.  I normally go thru to their outsourced contact centre and for me I cannot always understand the advisor.