An Insiders View (HSBC)

Member Name: Jim Bean

Product:	HSBC
Date:	29/10/06 (195 review reads)
Rating:

Advantages: Internet banking,

Disadvantages: customer service

As an employee of HSBC I wanted to share my views about it.

Within my call centre I know of several members of staff who are 'upgrading' bank accounts to the bank account plus without the customers consent. This is then tying the customer into a 12 month dealat 12.95 per month. This has been highlighted to managers who do not care because these people are now exceeding sales targets and making managers look good.

At the moment the big focus is on 'CRP' this is cover for your credit card should you have an accident which leaves you unable to work, makes payments to your card, what HSBC fail to mention when signing up for this is that your credit card wil be cancelled as soon as you make a claim. Again this is anther product that customers are having added without their consent.

One sales tip we have is to focus on 'Chinese customers' as they apparently want to take out insurance for everything according to our managers. It is also OK to take advantage of customers who are unable to speak English by adding these products and knowing they will probably not complain.
We are told to guilt-trip mothers and fathers going on about what will happen to their children if they were to die and they must take this insurance. All these tips coming straigh from managers.

Another negative with HSBC is you will not be able to speak to your branch. We do not have direct dial numbers for them as branches do not take calls. Not much point in calling the call centre getting them to phone through, go straight to the branch.

Overseas call centres are a disgrace, everyone within HSBC knows it most of my 'colleagues' there are highly inteligent people but are just unable to help with general enquiries without making it a 20 mintue call for some reason.

Oh and dont ever get caught on tape making racist comments about them we will close you accounts and possibly report you with evidence to the police for racism.

Branches also are useless we find in the call centre most customers are directed straight to the 'red phones' without finding out the query. Generally these people have already been told to go to a branch for a reason ie failed security, unable to speak english, signing for product. From what I understand in the majority of branches this is because of understaffing and massive queues.

There is a lack of connection between all departments, a complaint is never dealt with specificaly by one person leading to dis-jointed replies.

To sum up the problem with HSBC is the pressure put on staff, wages are low and to be made up by sales bonuses, even in a customer service role. Out of 100 calls in one day which I may take I am expected to introduce products to 40 of these people and complete 10 sales.

All banks may be the same I don't have much experience with other banks, but you can make your mind up.

Summary: Employee of bank giving view