HSBC's global call centre in Swatar takes about 18 per cent of HSBC UK customers' telebanking calls, the bank said yesterday.

The second phase of the Swatar call centre was inaugurated yesterday 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 officer Shaun Wallis.

Initially planned to employ between 200 and 220 persons, today the HSBC global call centre has the equivalent of 520 English-speaking and specifically-trained full-timers to support customers of the HSBC UK and complementing HSBC's other global call centres in Asia and the UK.

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, the bank said.

The transformation of the disused former supermarket building into a fully-fledged and fully-operational call centre has seen an investment of €12.5 million for refurbishment and state-of-the-art technology including telephony and video conferencing facilities.

Annual operational costs amount to about €11 million, 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.

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