HSBC Do Have Call Centres In The UK

gt94sss2

Meltdown wrote: »

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

I haven't noticed much difference in the level of service given - depending on the location of the call centre. I have had problems understanding or being understood by UK call centres as well as foreign ones.

It all seems to come down to the level of training the staff are given not their geographic location.

Regards
Sunil

bert&ernie

Another thing that many people are unaware of is the extent to which customers are segmented and given differing service treatments. For example, its not uncommon for a organisation to use CLI or an IVR to identify a customer before being put through to a (relatively) expensive human operator. Scores will have been calculated to represent the customer's value to the organisation and propensity to take up additional products. Customers with low scores can be directed to cheaper servicing options such as an overseas telephony center or automated servicing via IVR. Higher scoring customers will get directed to UK based call centers on the basis that they are more likely to retain your business or extend your relationship through additional product sales

It may come as a surprise to many but banks will offer a service that is proportional to your perceived value to them. In short - you get what you pay for.

ShelfStacker_3

gt94sss2 wrote: »

I haven't noticed much difference in the level of service given - depending on the location of the call centre. I have had problems understanding or being understood by UK call centres as well as foreign ones.

It all seems to come down to the level of training the staff are given not their geographic location.

Regards
Sunil

I've had severe problems with Barclays' call centres; they're honestly terrible. Capital One are another one, they tend to use Indian call centres for everything. They're not incredibly hard to understand, but never crystal clear. HSBC by contrast have been good, as have (admittedly - usually I slag them off) Lloyds TSB. It might surprise some people, but Vanquis have an excellent call centre; UK-only, very polite and very efficient.

I can see Proliant's point about understanding; when you're talking to someone who you can't lipread talking in a broad unfamiliar accent over a fairly poor quality telephone line in their second language then you're understandably going to have problems understanding what they're saying.

newfoundglory

My experience of bank call centres has been good. Lloyds TSB are good (they no longer use non-uk call centres) - and i've never been connected to india with HSBC either. My dad recently opened some HSBC accounts for the first tme and was connected to a HSBC call cente in india to set up internet banking. He had no problems - when i setup hsbc internet banking I spoke to call centre in the UK and guess that on a Saturday afternoon the lines are busy and calls re-routed to elsewhere around the world.

ldavies_3

If you want a a guaranteed answer in the UK for HSBC then ring the welsh line. its only open from 8 am to 10 pm but you get straight through to an operative and you wont be told off for not speaking welsh! lol:D

Meltdown_2

There's lovely ...
Diolch yn fawr.

ldavies_3

Croeso!!!

They are based in Swansea so its a different kind of welsh buy hey ho! only jesting, they are all really nice..

And there is non of this press 1, press 2 lark

Lucy