Here’s news coming for the retail banking customers using Santander for their queries, now all the users ringing Santander will have their questions dealt with UK workers as bank has decided not to use two Indian call centres any more. Santander took this decision of using UK call centre and not the Indian call centres when customers began to experience frustration ultimately leading to dissatisfaction from latter. Thus facilities of solving the queries of retail banking customers from Bangalore and Pune dropped in support of UK based call centres located in Glasgow, Leicester and Liverpool.
Now 500 Glasgow, Leicester and Liverpool staff will work on the retail banking calls which will increase the count of UK based call centre staff involved in financial staff group and bringing approximately to 2500. CEO of Santander UK, Ana Botin said the decision was taken keeping in mind the improvement in customer service and satisfaction. She said, that their customers demanded call centres in UK and not offshore. So looking at customer’s feedback and need to act on the need of customer’s dissatisfaction, call centres were reestablished back in UK.
Offshore call centres were earlier used by Abbey bank from 2003 which were later transferred to Santander followed by acquisition of Abbey by Spanish financial services in 2004. According to research director at analyst house TechMarketView, John O’Brien, there are three reasons which asked Santander for the move of call centres from India to UK.
The first reason is the average income of a worker at call centre in low cost region of UK is almost equivalent to those in India. The second reason is unsatisfied customers. Offshore call centres also have resulted in inferior customer service quality and enhanced customer attrition because other providers now use only UK-based call centres. This is a major cause for difference between UK retail banking and mobile telecom sector.
The third reason is present economic climate, according to which it is good PR to invest in UK economy when there exists real economic hardship and high unemployment. In a research note John said that putting back something in rather than taking anything out is a prime selling factor of a brand.
According to Indian It trade body Nasscom, Business process outsourcing grows to 14 per cent after each year in last financial year. And banking, financial services and insurances are the top users of Indian BPO services.