Barclays Pays The Cost Of Outsourcing To India

Poor customer service may well become the epitaph of the bank

Sitting in the White Hart Pub Restaurant in Grafton Regis I overheard a conversation about Barclays receiving a pension payment for a customer, and paying it out one week later – the person complaining was suggesting that Barclays was creaming so much interest in a week to make a profit on something they never owned.

Eating with a retired friend who had just been in hospital, who had no problem treating his family and friends to lunch at the Navigation Inn, Stoke Bruerne and White Hart on his Barclaycard until now – he told me that he had received dozens of calls from an Indian Call Centre representing Barclaycard over one missed payment – he told me that he had banked with Barclays for 65 years, and would talk to the Barclays Bank manager in Stoney Stratford.

Barclays PR is being affected across Middle England, and this misunderstanding of culture, is ultimately going to cost Barclays it’s position in England as a trustworthy bank.

Their policy to hit loyal customers in the Conservative heartland, is going to cost them dear – my friend has just closed his Barclaycard account.

Ian Taylor Ramsden, spokesman for the Financial Ombudsman, suggested that Barclaycard doesn’t care and has a job to do collecting money.

This hard attitude by a bank who just made a profit of £11.6 billion, demonstrates a total lack of understanding, especially when it comes to dishing out it’s top management team with £3 billion of bonuses.

Northamptonshire recently woke up to hearing that Barclaycard was closing it’s fraud centre in Northampton, in favour of outsourcing 140 British Jobs to India, and this clearly shows that Barclays is moving all it’s admin jobs to India, where deregulation is the name of the game.

John Varley, Barclay’s chief appears to have decided to move the bank out of the UK, avoiding paying tax on bonuses, however the backlash is coming from furious customers.

Is India the right place, and is customer service recognised there? The fact remains that the Indian staff appear to have had no training on how to communicate with British customers.

It all goes down to investment doesn’t it – you pay peanuts you get peanuts – Barclays need to get their act together.



Share the word...Email this to someoneShare on Facebook0Share on Google+0Share on LinkedIn0Tweet about this on Twitter0
For Inquiries, Contact:
Lawrence Perry
020 8432 6450