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Santander call centres return to the UK

Santander call centres return to the UK

Category: Banking

Updated: 14/12/2012
First Published: 08/07/2011

This article was correct at the time of publication. It is now over 6 months old so the content may be out of date.

Santander has revealed it is bringing all of its Indian call centres back to the UK following negative feedback from its customers.

The move, which is the latest in a series of initiatives from the Spanish bank focussing on customer service, has seen the hiring of an additional 500 UK staff to handle an estimated 1.5 million calls each month.

Abbey, which the bank acquired in 2008, outsourced its call centre operations in 2003 to two centres in India - one in Bangalore and one in Pune.

However, starting this month, all calls handled by these centres will now be dealt with by staff based in Glasgow, Leicester and Liverpool.

Customers claimed that dealing with an offshore call centre is a frustration that can lead to dissatisfaction.

"Improving the service we offer is my top priority," said Ana Botín, chief executive officer of Santander UK.

"Our customers tell us they prefer our call centres to be in the UK and not offshore.

"We have listened to the feedback and have acted by re-establishing our call centres back here."

The return of the call centre operations to the UK is the latest in a series of initiatives that Santander UK has announced.

It has already appointed 1,000 new staff in customer facing roles and created a specialist call centre team - with their own dedicated telephone number - to deal with customers who need an issue with Santander resolving.

The bank claims the initiatives have helped to reduce the volume of complaints in the last year, and means that 80% of all grievances are now dealt with within 48 hours.

Official figures from the Financial Services Authority also showed that the volume of banking complaints received by Santander fell by 24% from the first half of 2010 to the second half.

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