Bank returns call centres to UK

Santander Santander says it is moving its call centres back to the UK to improve customer satisfaction Santander has said it is bringing all of its call centres back to the UK from India following complaints.


Chief executive Ana Botin told the BBC customers had said it was “the most important factor in terms of the satisfaction with the bank”.


It is taking on 500 staff for new phone centres and has 25 million customers and 1,300 branches in the UK.


The bank acquired Abbey, Alliance & Leicester and parts of Bradford & Bingley in 2008.


Commenting on the call centre move, Ms Botin said: “This is what our customers have told us is the most important factor in terms of the satisfaction with the bank, and we have listened to them and decided to bring all of our retail call centres back from India.”


BBC personal finance correspondent Simon Gompertz said Spanish bank Santander had one of the worst complaints records in the industry last year.


Our correspondent also said there was a trend for banks and other companies to bring call centres back to the UK, although many are now moving administration work to cheaper countries instead.

‘Attrition’

On Tuesday, telecommunications company New Call Telecom announced that it was moving one of its call centres from India to Lancashire, in a move that is expected to bring 100 jobs to the area.


New Call Telecom transferred its business to Mumbai three years ago, but increased costs has prompted it to move to Burnley.


The company highlighted a growing trend in India for prices to increase in real estate, salaries and accommodation.


In September 2010, Santander said it was creating 400 call centre jobs in the UK following rapid growth in its business.


Liverpool got 200 of the call centre jobs, with 100 in both Leicester and Glasgow.

Advertisements
Tags: ,

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: