Bank returns call centres to UK

8 July 2011 Last updated at 02:29 GMT Santander says it is moving its call centres back to the UK to improve customer satisfaction Santander says it has brought its call centres back to the UK from India following complaints.

Chief executive Ana Botin told the BBC customers had said it was "the most important factor in terms of the satisfaction with the bank".

It is taking on 500 staff for new phone centres. The bank has 25 million customers and 1,300 branches in the UK.

The bank acquired Abbey, Alliance & Leicester and parts of Bradford & Bingley in 2008.

Commenting on the call centre move, Ms Botin said: "This is what our customers have told us is the most important factor in terms of the satisfaction with the bank, and we have listened to them and decided to bring all of our retail call centres back from India."

BBC personal finance correspondent Simon Gompertz said Spanish bank Santander had one of the worst complaints records in the industry last year.

Our correspondent also said there was a trend for banks and other companies to bring call centres back to the UK, although many are now moving administration work to cheaper countries instead.

'Attrition'

On Tuesday, telecommunications company New Call Telecom announced that it was moving one of its call centres from India to Lancashire, in a move that is expected to bring 100 jobs to the area.

New Call Telecom transferred its business to Mumbai three years ago, but increased costs has prompted it to move to Burnley.

The company highlighted a growing trend in India for higher costs of property, salaries and accommodation.

In September 2010, Santander said it was creating 400 call centre jobs in the UK following rapid growth in its business.

Liverpool got 200 of the call centre jobs, with 100 in both Leicester and Glasgow.

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Anderson returns to England squad

Venue: The Rose BowlDate: 16-20 JuneStart time: 1100 BST each dayCoverage: Live ball-by-ball Test Match Special commentary on BBC 5 live sports extra, BBC Radio 4 Long Wave & BBC Sport website; live video scorecard on Red Button (not Freeview); live text commentary on BBC Sport website & mobile; watch live on Sky Sports (subscription required); highlights on Channel 5 England missed Anderson's variety during the drawn second Test James Anderson has been recalled to the England squad for the third Test against Sri Lanka, starting on Thursday at the Rose Bowl.

The seamer picked up a side strain injury in the surprise first Test win before missing the drawn second Test.

Anderson will have the chance to prove his fitness in Lancashire's Twenty20 match at Worcestershire on Sunday.

His England return is likely to mean one of Stuart Broad, Steve Finn or Chris Tremlett being dropped.

While Broad, Finn and Tremlett offer height and pace, the trio, along with spinner Graeme Swann, struggled to take 20 wickets against Sri Lanka.

Anderson provides variety to the attack with his ability to swing the ball and, if he comes through the T20 match on Sunday, is set to be an automatic choice for the first Test match to be played at the Rose Bowl.

England national selector Geoff Miller said: "Jimmy Anderson is the leader of our bowling attack so clearly he will be a significant inclusion should he get through Lancashire's Friends Life Twenty20 match against Worcestershire unscathed.

"Side strains can be particularly troublesome for bowlers but given Jimmy's injury was a grade one strain and therefore a low grade injury, he is expected to be fit for selection.

"A period of rest and recovery has certainly been beneficial and we obviously wouldn't include Jimmy in the squad if the medical staff weren't confident of his fitness."

On the selection dilemma facing England's management, Miller added: "When you start being a successful side you do have to make difficult decisions so we will wait and see what the conditions are in Southampton and make the decision accordingly."

Anderson comes in for Jade Dernbach, who was named in the 12 for the second Test at Lord's but remains uncapped after not playing.

"I've had a chat with Jade and explained the situation but he now knows what the England set-up is all about, and we widen the squad," said Miller.

Other than the inclusion of Anderson, England are unchanged and, even though they had to settle for a draw last time out, Kevin Pietersen's second innings 72 provided encouragement that he is returning to form.

"He'll be pleased himself," said Miller. "Kevin Pietersen is a top quality player, we know that.

"He's had a tough time. He had a bad run and, yes, it eases the condition for him the fact that he knows he can score runs internationally and again he has proved it."

England squad v Sri Lanka, The Rose Bowl, 16-20 June: Andrew Strauss (capt), Alastair Cook, Jonathan Trott, Kevin Pietersen, Ian Bell, Eoin Morgan, Matt Prior (wkt), Stuart Broad, Graeme Swann, Chris Tremlett, James Anderson, Steven Finn.

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