The second phase of HSBC’s Global Call Centre in Malta was officially inaugurated today by Prime Minister Lawrence Gonzi, in the presence of Investment, Industry and Information Technology Minister Austin Gatt, HSBC Malta Chairman Albert Mizzi and Chief Executive Shaun Wallis.
Initially planned to employ between 200 and 220 persons, today the HSBC Global Call Centre employs more than twice that number to support customers of the HSBC UK and complementing HSBC’s other Global Call Centres in Asia and the UK. HSBC is now the largest employer in Malta in the financial services sector.
Described as a “child prodigy already evidencing best-in-class traits” by HSBC Group General Manager Tony Mahoney, the Swatar Call Centre has been increasing its intake of calls since its launch in October 2006 and it takes around 18 per cent of HSBC UK customers’ TeleBanking calls.
The transformation of the disused former supermarket building into a fully-fledged and fully-operational Call Centre has seen an investment of €12.5million for refurbishment and state-of-the-art technology including telephony and video conferencing facilities, all contracted and supplied locally.
Annual operational costs amount to around €11 million per annum covering third party service provision, utilities and other operational expenditure, salaries and services for which the HSBC UK pays the HSBC Bank in Malta, including a local service charge.
Dr Gonzi said the decision by HSBC to invest further and extend its existing Call Centre operations was a testimonial that Malta was a good place for business and beneficial to invest in. “This evinces that Malta has a successful role to play in a new globalised economy. We have an environment that is conducive to business, the necessary infrastructure and excellent human resources,” he said.
IT Minister Austin Gatt said today’s event was related to the creation of over 550 jobs that did not exist two years ago. Its significance was not just the number of new jobs but the fact that HSBC was leading Malta’s success in the service centre sector. The presence and consistent expansion of HSBC in Malta was a major certificate for two policies championed by this Government: privatisation and financial services. He added that Malta is today a respected player in the business of services centres. “We have the right skills, including the command of the English language, the right incentive package and the right government approach.
“HSBC kept its promise to bring this Call Centre to Malta and it has done so in a relatively short period of time,” said Shaun Wallis, HSBC’s CEO. “This Call Centre highlights the fact to international investors that the Maltese workforce has excellent English language skills, has close cultural affinity with the UK and Europe, performs to high levels of customer service and experience and is cost effective. HSBC Group is very pleased with this result.
“This project was completed quickly and successfully thanks to the excellent teamwork, involving various Government bodies as well as local suppliers and contractors,” said Mr Wallis.
Picture:At the inauguration of the 2nd phase of the HSBC Call Centre, employees took centre stage. In picture, Team Leader Abigail Muscat describing her work experience at this centre to the Prime Minister.