Somewhat interesting news surfaced over the weekend.
Santander (UK) announced it is closing its customer call centers in India, and bringing the jobs back to the UK. The company is doing so in direct response to complaints from its customers.
Santander (UK) has continually scored horribly in customer service as customers have continually complained about bad service and an inability to understand the heavy accents of the customer service representatives.
Santander (UK) is closing call centers in Bangalore, and Pune in India and is moving the 500 jobs to Glasgow, Leicester, and Liverpool.
It's nice to see a company actually listening to it's customers and making a change based off of customer complaints. We say it all the time that when times get tough, companies have a tendency to close the national call centers, and ship those jobs overseas in an effort to save money. Well
Santander (UK) is doing the opposite and is in fact investing more in it's call centers by bringing those jobs back to the UK. Cost conscious companies can often look greedy when they ship the jobs overseas, so it's great to see a company understand that it's cheaper to retain current customers than it is to find new customers, but making a capital investment into itself. It will certainly be interesting to see what change this has for
Santander's (UK) customer service rankings in the years to come.
For more on the changes at the UK bank,
click here.
Santander (UK) Phone Number & Customer Shortcuts, Ratings & More ›
Posted by GetHuman on Mon, 11 Jul 2011 3:12pm