The inquiry of the common clients of HSBC is expected to be answered by a call centre abroad which conducts a business review. On the other hand, the calls of comfortable customers will be entertained by UK staff. The bank announced 1,200 job lay-offs in UK. The small proportion of UK call centre will be moved to a location abroad. The outcome of the business transformation will be those clientele with necessary and standard existing accounts. Rich customers who hold Premier accounts will maintain their calls handled call centres in the UK. According to Derek Simpson, joint leader of the union Unite, the Customers of HSBC will be mad when they learn the company’s statement

If you are a wealthy Premier customer, you deserve to have a local banking service.

The bank would like to discard the connotation of some of its clients. Some clients believe that the foreign call centres only offer low standard of service unlike the UK counterparts. According to spokesman Premier, customers must have a £50,000 savings thru the bank's recommendation and a salary of at least £100,000. As part of its 'mass affluent service', the manager will deal with their banking requirements. If client’s query doesn’t cover the normal working hours, they will need to access a call centre agent. However, the call centre agent will be in UK to entertain complaints, also queries will be dealt by the bank’s centre in Malta.

They will implement off-shore call centres with same quality of service like on-shore business. HSBC employees will serve the clients with the same technology and training. Other calls will be share out among its call centres located in Philippines, India, Malta and UK. This is Money mystery shopping tour last year found were among some of the best in the industry. The bank is one of the few major players in the UK not to have accepted a handout from the British taxpayers to date. However, it launched the biggest rights issue in banking history. Earlier this month, HSBC's call centre staff had helped the company to call investors to stump up £12.5bn to increase its balance sheet after profound losses in its US business. [via]