Another reason to avoid HSBC - Page 3

scrotnig · 16-03-2005, 21:10

Quote:

Originally Posted by bob_a_builder

Funny how its (generally) always the customer service side thats moved ofshore with all the issues of misunderstandings etc which have been mentioned.
But dial the sales number and you get through (usually) to an english based service.

So they don't mind giving exsisting punters the run around in an offshore CS operation, but aren't prepared to expose potential 'brand new customers' to that level of service#

Wonder why that might be ....

Except ntl of course who offshored the Freedom sales line....

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Quote:

Originally Posted by SMHarman

Which means the service levels put in place are inadequate, but as I have had poor CS from UK call centres too whats the difference.

I'd like to say no, but if you look back 10 years the tech infrastructure meant you could not offshore call centres. As an accountant I realise there are many talanted accountants in asia and india who can do many of the accounting roles in a business just as well as I could over here, after all they are analysing, reconciling posting numbers in a computer system, why does that have to be done in the UK?

And using tax as a threat, watch these corporates up sticks and move thier head offices to India too and pay their corporation tax to the Indian government not the UK govt. That would leave a huge hole in Mr Browns balanced budget. Quite simply - ain't gonna happen.

So we either have no companies based here, therefore no jobs, or we have companies based here but not employing any staff here, therefore no jobs.

Unfortunately neither model is sustainable and something will have to give at some point.

An economy will not survive if all its inhabitants are on the dole.

SMHarman · 17-03-2005, 01:42

Quote:

Originally Posted by scrotnig

Except ntl of course who offshored the Freedom sales line....

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So we either have no companies based here, therefore no jobs, or we have companies based here but not employing any staff here, therefore no jobs.

Unfortunately neither model is sustainable and something will have to give at some point.

An economy will not survive if all its inhabitants are on the dole.

Well the illegals will go to France....

But realistically banks need to maintain a branch network and other functions on shore so the 0 staff scenario is not realistic. Also looking at oter posts in this thread about ofshoring IT, the cost benefit has already swung back to UK onshoring, this will happen with the current ofshoring trend.

bernardm · 18-03-2005, 22:46

Try speaking to their offshore "help" line when problems arise when Importing. To quote Little Brittain " the computer says no!!"
Get the HSBC account manager in and he is useless as well.

Get another Bank

pazor · 18-03-2005, 23:07

this is a touchy subject and could bring a few angry words out but i aggree when i call somone i like to speak to a english person.
i work in a very large call centre ADT in manchester and the racist thing has gone a bit to far, we have a few new workers who cant really speak very good english and have had lots and lots of complaints from customers saying they dont understand a word they have said.
but the company wont do a thing about it incase of racial backlash.

Horace · 18-03-2005, 23:45

It's not a race issue, it's a language/accent issue. They should plough some of the cash they save into improved English coaching and clearer speaking, oh and better quality equipment too. I've been on the end of support (not NTL or HSBC) where they appeared to speak fairly good english but seemed to be mumbling and had to ask them to repeat themselves often enough for me to hang up in frustration.

bernardm · 18-03-2005, 23:49

Politcal Correctness has gone too far, even if it should exist in the first place.

There is a nasty self censorship that stops people from speaking out about various problems or injustices, and this stifles proper debate and instead creates frustration and resentment.

Clear the air. stop being PC.

andygrif · 19-03-2005, 02:59

On the other hand, many people who are vehemently zenophobic are using this as an issue to peddle their beliefs.

greencreeper · 19-03-2005, 12:35

Taking a look at the bigger picture for a moment (i.e. customer service), the trend is towards the customer serving themselves - you see it everywhere. Very soon you will be able to make an appointment with your GP online, and order repeat prescriptions. The human is being removed from the equation and replaced with a machine, and for me, it's a good thing. The best customer service I can recall was when I ordered an extra telephone service (call redirect). I did it all online. Received a confirmation letter. Easy. No "Press 1 for..." and nobody to talk to who can't understand or help me. I never phone my bank - I either use the ATM or e-banking. Very, very occasionally I will go to the counter if I need cash in my account ASAP to cover a transaction. So I think the days of the call centre are numbered anyway.

As for jobs - it's no longer a job market where you can be with a company for life. You won't be rewarded for loyalty. Think "commodity" - that's what you are. Sell yourself - know your worth. Forget job security.