Originally Posted by
Egoldstein
It seems they also fail to understand that as people interact increasingly through their mobiles and online, call centres become more important as a major point of contact for many customers.
This. HSBC ensure Premier calls are routed to UK and not offshore. It makes a difference.
In internal fights like this it comes down to the CEO's conviction about maintaining the brand against the relentless logic of mutualised/outsourced savings. Of course any damage will occur years after the savings have been taken.
Last edited by Robespierre; Apr 14, 2017 at 11:53 am
Reason: Brevity