The UK operation of Spanish lender Santander
has stopped outsourcing call centre staff to India.
The decision to relocate the call centre base
back to the UK is part of Santander’s focus on improving customer
service standards as many customers have complained about the
service.
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Santander will now increase its UK call centre
staff base by a fifth, increasing the total number to 3,000.
The CEO of Santander UK, Ana
Botín, said that it was the bank’s “top priority” to improve
customer service.
” 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,” she said.
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