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Originally Posted by Russ D
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I don't mean to pick holes here, as I do largely agree with your sentiments...but....
What other reason is there to avoid HSBC? This is one of the few criticisms I've heard about them.
In my experience HSBC offers amongst the best of all the banks when it comes to customer service. I will say it has on a couple of occasions recently slipped a little, but these were UK staff I was dealing with.
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Originally Posted by Tuftus
Here here!!! 
NatWest are another bank who dont have overseas call centres. |
Conversely Natwest offers (IMHO) amongst the worst levels of service from all of the banks.
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Originally Posted by Russ D
I'm not hypocritical - I'm against outsourcing because of the degredation in customer service.
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The jobs being outsourced at HSBC are clerical (one assumes data entry) roles. Outsourcing these should not affect customer service.
I should also point out that the statement from HSBC was more generic, not referring to a specific round of cuts or even job losses in the UK. We have no idea whether the outsourced roles will create better opportunities for its UK staff, the cuts will come from natural wasteage or if they will require redundancies.
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Originally Posted by scrotnig
UK companies serving UK customers should have those jobs in the UK.
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What? Period? What about manufacturing? I bought a laptop bag today, quality item, UK company, made in China. Do you honestly think I would have only paid a tenner for it if it had been made in the UK?
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Originally Posted by scrotnig
UK jobs should be in the UK. Period. If it means taxing the firms to the hilt if they offshore, then fine.
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Which is the point when large companies decide to up-sticks, leave the country and either import to the UK or not bother with us at all.
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Originally Posted by Russ D
I don't want to have to repeat myself over and over again because they don't understand my Welsh accent. That has NEVER happened to me from a UK callcentre.
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But it happens the other way around for me (with my BBC Home Counties accent). I often have to ask customer service people with such stereotypically heavy Welsh or Glaswegian accents to repeat themselves becuase I can't understand what
they are saying
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Originally Posted by Russ D
I don't want to me met with "certainly please" each time I ask them to do something. I live in the UK and I demand that any company offering me a service here should speak our English.
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So would it be OK if an British-Asian said 'certainly please' whilst being based in a UK office?
Whilst I don't like to see any job leave this country unecessarily, sometimes it is needed. It is worth bearing in mind that 90% of customer contact was done face to face 15 years ago, so these roles are not generally long established.
And whilst companies like Natwest spout on about UK call centres, they sub-contract data handling to companies that are not based in the UK, so it's somewhat hypocritical.
And the solution? Well there isn't one really. Corporate greed (and lord knows HSBC makes enough money) will always come first. Performance on the markets is more important than performance to customers, but there has to be a balance to make sure you have enough customers to keep the profits coming in - this is something that HSBC are very good at.