HSBC Do Have Call Centres In The UK

skyrider007

I've heard loads of people complaining about their calls to HSBC being directed to outsourced call centres in India and the Philippines.

From my experience the following type of calls will be handled by a UK operator:

1. "Borrowing Needs" - credit card/overdraft enquiries
2. MasterCard SecureCode department
3. InvestDirect Plus Manager and Customer Services
4. Calls placed during weekend are sometimes directed to a UK call centre

I speak from experience! HSBC is getting better.

ShelfStacker_3

I've almost always been put through to the UK. The Philippines centre is alright as their accents are fairly close to American ones.

Never been kept on hold, either.

gt94sss2

skyrider007 wrote: »

I've heard loads of people complaining about their calls to HSBC being directed to outsourced call centres in India and the Philippines.

HSBC don't have any 'outsourced' call centres - they are all owned and run by HSBC, whether they are in the UK, India, Philippines, Malta or elsewhere..

(those are just the locations that I know deal with UK calls..)

Regards
Sunil

PROLIANT

gt94sss2 wrote: »

HSBC don't have any 'outsourced' call centres - they are all owned and run by HSBC, whether they are in the UK, India, Philippines, Malta or elsewhere..

(those are just the locations that I know deal with UK calls..)

Regards
Sunil

Then UK residents should only be connected to UK call centres not the "worlds local bank" branch in dehli!

ShelfStacker_3

PROLIANT wrote: »

Then UK residents should only be connected to UK call centres not the "worlds local bank" branch in dehli!

Agreed, but sometimes there's too few staff available in the UK to handle the volume of calls. Hence the need for overseas centres, and HSBC's as it goes are fairly good.

I would rather phone HSBC and 9 times out of 10 get through to the UK (or else talk to someone with an American-ish accent who I can understand and who understands me) instantly than phone Barclays, languish on hold for 5 minutes and get through to India every single time.

Scousebird_2

I am always pleased by the service I get from HSBC on the phone and yesterday I was made up with a lady I spoke to because she was from an overseas contact centre and it was quite late (about 9.00pm)-I had made a mistake online and she corrected it within seconds and was lovely to me-absolutley fantastic service and I was over the moon. HSBC have a big contact centre in Edinburgh, I know that for sure! And First Direct is in Leeds.

Kavanne

No lottery with my bank, Natwest/RBS, all UK call centres.

Halifax seems to be all UK too

PROLIANT

Kavanne wrote: »

No lottery with my bank, Natwest/RBS, all UK call centres.

Halifax seems to be all UK too

As are my two banks LLoyds and A&L :T

gt94sss2

PROLIANT wrote: »

As are my two banks LLoyds and A&L :T

Actually, Lloyds has some overseas call centres as well - though I think they have stopped automatically routing calls to them.

Regards
Sunil

gt94sss2

PROLIANT wrote: »

Then UK residents should only be connected to UK call centres

Why?

(Its a serious question really! - these days we live in an international environment, we import our food, most of the goods we buy comes from China - whats so special about call centres?

Especially, when many 'British' people don't want to work in call centres and so they attract relatively low skilled staff, compared to call centres overseas which are packed with graduates etc..)

FWIW I do most of my banking online anyway..

Regards
Sunil

Meltdown_2

So that you stand a good chance of understanding the person at the other end of the telephone line. (And they you!)