HSBC Call Centre receives 65,000 calls per week

The HSBC Call Centre in Swatar is marking five years of operation in Malta to service HSBC customers in the UK.

HSBC is the largest employer in the financial services sector in Malta and the Swatar Contact Centre alone employs around 470 people.

HSBC in a statement recalled how it invested €12.5 million in the centre's state-of-the-art technology. It handles around 65,000 calls from customers per week. These are related to day-to-day banking, credit card enquiries, internet banking and applications for products, including personal loans and savings.

"The HSBC Contact Centre in Malta has built a reputation for itself within the Group. It continues to grow from strength to strength since it was set up in 2006, giving UK customers a wider choice of services without the need to transfer their request to the UK to be fulfilled," said Royston Schmedlin, Centre Director at the HSBC Contact Centre in Swatar.

"This successful development in business is also reaping benefits to the staff, who have increasing opportunities to train themselves into banking experts and work their way up the career ladder within HSBC. Such career development is also a valid passport for staff who wish to work within the HSBC network worldwide," said Mr Schmedlin.

The Swatar Contact Centre is recipient of Group-wide awards for team and individual performance. Dubbed as the 'Best Place to Work', the HSBC Contact Centre offers employees various acknowledgements for their dedicated effort. Apart from performance-related bonuses, reward programmes are in place to recognise employees' contribution. Top performing staff are also sent for award-presenting ceremonies in the UK.

HSBC staff in Swatar also benefit from subsidised banking with HSBC and free gym and other leisure facilities.

Over the past three years, as part of its corporate sustainability obligations, the HSBC Contact Centre raised around €50,000 in aid of various charities. The Sports and Social Committee also organises team-building activities and other initiatives like on-site theme days and 'Adopt an Angel', where the staff buy gifts which they then distribute to children in different homes at Christmas time.