Case Study Sony English
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Case Study HSBC HSBC is one of the largest and most trusted banking and financial services organisations in the world, with an international network extending to 9,500 offices in 85 countries and territories. HSBC combines in-depth local knowledge with unmatched global reach to provide a comprehensive range of services to millions of customers. HSBC’s Shared Service Centre in Swansea is an essential part of its global operation. The Shared Service Centre employs 850 staff who pride themselves on the quality of their customer service. Swansea is HSBC’s International Banking Centre, and services the banks’ Premier Customers around the globe, as well as servicing the organisation’s UK Business Banking customers. It also houses a Complaints and an Advised Mortgage Department, and specialist teams assessing HSBC’s risk across its UK operations. To say this fits your general perception of a “Contact Centre” would be way off course. The Centre has the capability to communicate with its customers in languages including English, Welsh, Portuguese, French, Arabic, Mandarin and Cantonese. HSBC has four other UK based contact centres – Edinburgh, Hamilton, Leeds and Leicester – but the Swansea operation occupies the top spot for customer satisfaction, quality of service and productivity, and is in the upper quartile of HSBC’s global operations for employee engagement – all standards that are assessed independently. John Trace, Contact Centre Director at Swansea said, “We set exceptionally high standards of customer service for our Premier, International and Business customers, and although these are serviced
Transcript of Case Study Sony English
Case Study
HSBC
HSBC is one of the largest and most trusted banking and financial services organisations in the world, with an international network extending to 9,500 offices in 85 countries and territories. HSBC combines in-depth local knowledge with unmatched global reach to provide a comprehensive range of services to millions of customers.
HSBC’s Shared Service Centre in Swansea is an essential part of its global operation. The Shared Service Centre employs 850 staff who pride themselves on the quality of their customer service.
Swansea is HSBC’s International Banking Centre, and services the banks’ Premier Customers around the globe, as well as servicing the organisation’s UK Business Banking customers. It also houses a Complaints and an Advised Mortgage Department, and specialist
teams assessing HSBC’s risk across its UK operations.
To say this fits your general perception of a “Contact Centre” would be way off course.
The Centre has the capability to communicate with its customers in languages including English, Welsh, Portuguese, French, Arabic, Mandarin and Cantonese.
HSBC has four other UK based contact centres – Edinburgh, Hamilton, Leeds and Leicester
– but the Swansea operation occupies the top spot for customer satisfaction, quality of service and productivity, and is in the upper quartile of HSBC’s global operations for employee engagement – all standards that are assessed independently.
John Trace, Contact Centre Director at Swansea said, “We set exceptionally high standards of customer service for our Premier, International and Business customers, and although these are serviced
through several of our sites – Swansea has consistently achieved the best results – and a lot of this is down to our loyal, positive and enthusiastic staff and the happy and productive atmosphere in the Swansea office – It must be a Welsh thing!”
There is no wonder people are happy here. HSBC Swansea has its very own designated People Experience Team to help employees excel and progress up its career ladder. The Deputy Manager of the centre, Lindsey Morgan, highlighted some of the many positives offered to HSBC employees.
HSBC offer very rewarding salaries for the Swansea area, attracting great people. Together this ensures that the service provided is of outstanding quality but still offers substantial savings compared to other UK locations.
Though the Swansea Centre attracts individuals from across south Wales it offers a far less stressful commute than the likes of Leeds and Leicester. With regular trains running to and from Swansea Railway Station, on site parking and a free park and ride system from the nearby Liberty Stadium – home of the Premier League’s Swansea
City FC – HSBC’s Swansea base is an attractive workplace.
With all of these benefits it’s easy to see why Swansea enjoys very high staff retention levels.
“In terms of staff retention, we do exceptionally well”, explained John. “We only lose staff in single figures per month, putting our annualised attrition rate at around 9%. This is much lower than our other UK offices and well below the UK average for our industry”. HSBC Swansea is also proud of its gender diversity with 65% of the staff being female, and this is consistent in the managerial as well as clerical roles within the company.
HSBC also works closely with Swansea University, the ‘2014 UK University of the Year’. This is a valued relationship for HSBC who see this as key to the ongoing success of its operations here in Wales.
It is clear John values the support available from the Welsh Government.
“I have found the Welsh Government to be very pro-active and positive in terms of keeping us in the loop of any new support initiatives and training opportunities open to us”, explained John. “I have worked in similar roles across the world, from India & Brunei in Asia, to The Netherlands & Eire in Europe, and all over the UK in terms of support and satisfaction, nothing beats Swansea”.
Case Study
HSBC
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