While many financial services organisations have sent their call centres overseas, Nationwide has opened three new UK call centres, and refurbished two more, since 2002.
New research* from Nationwide Building Society reveals that 93 per cent of people believe it is important that their calls are handled by a call centre based in the UK, 79 per cent of people say they would be less likely to deal with a company that used call centres abroad and 52 per cent of people say they would change to another provider if they found their main bank or building society had started using a call centre abroad.
More than seven out of 10 adults (74 per cent) prefer call centres in the UK as they believe they get better service, it's better for the UK economy and that their calls are answered quickly and efficiently.
Additionally, nearly three quarters (73 per cent) of adults think call handlers working in financial services companies carry out a skilled job. Over recent years the number of UK organisations sending their call centres overseas has increased. It's estimated that around 17,000 UK financial services call centre roles are now based abroad
Graham Beale, chief executive at Nationwide, says: "Nationwide's call centres handle over a million enquiries each month and we are committed to retaining them within the UK. Whilst many of our competitors see their overseas call centres as successful, and often more cost effective, some have brought their functions back to the UK as they believe customer service may improve.
"Our relationship with our members is core to our business and isn't something we would wish to export overseas. At Nationwide we listen to our customers and pledge to provide the products and services they expect over the long-term and it is important to them that we keep our call centres based in the UK."
