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Barclays brings mortgage call centres back from India to the UK

Barclays has brought all of its telephone-based mortgage services in India to the UK, Mortgage Strategy can reveal.

The lender says some brokers have experienced delays when dealing with its broker arm, Woolwich, as a result of the move and has apologised.

It is not known whether there will be any job cuts as a result of the move and the bank has failed to give the reason for its decision.

A Barclays spokeswoman says: “Last week we implemented a change to move all existing mortgage services telephony operations in India to our UK based teams. 

“We’re aware that some brokers have experienced a longer waiting time during the initial transition and for this we offer our apologies.”

The decision to bring back the telephone centres to the UK has split brokers.

Perception Finance managing director David Sheppard says he does not understand why Barclays decided to bring the centres back to the UK.

He says: “I can appreciate some people bemoan having to deal with overseas call centres but I never had any problems or bad experiences with them. There may have been the odd-occassion when frustrations arose but no different to what we see with other lenders.

“My main question would be: how can Barclays have been so obviously under-prepared for the change? Surely they have all the data, they know the call volumes they receive and going by the experiences myself and other broker have been having, they clearly are under-staffed and I cannot understand how or why.”

But Trinity Financial product manager Aaron Strutt says the move is positive.

He says: “It has often been a real challenge to get deals through and it is fair to say that communication will be easier when the team moves back to the UK. Ultimately brokers will be happier if applications get offered a bit quicker.”

Last month the bank announced it is cutting 1,700 frontline jobs from across its branch network, including cashiers, personal bankers, operational specialists and bank managers.



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  • RDReD 5th December 2013 at 12:00 pm

    It would not matter if Barclays had their call centre in India or Patagonia , their shambolic chaotic service to brokers is disgrace and has been going on for years , India is just an excuse from their Pr dept .
    What other lender apart from Barclays has FOUR seperate logins on their website to access;
    KFI’s / Applications /Tracking apps / Scan & send/ each requiring different passwords ?

  • Harry Katz 4th December 2013 at 5:48 pm

    Offshore call centres. The bane of my life. If at all feasible I just won’t deal with firms who have them.

  • Andy Wilson, Lincoln 4th December 2013 at 4:57 pm

    Personally, I feel returning call centres back to the UK is a very positive move.

    Both my PA and myself have often struggled to understand and make ourselves understood when speaking to the India based staff. This is not disrespectful to their levels of intelligence or knowledge of the English language, and I have no doubt many of them are Graduates and highly intelligent, but it will always be difficult to talk to them without slipping in some colloquial language or English-isms and nuances which cannot be taught from text books or English classes.

    The one good thing about the foreign call centres was the investment in technology which meant the actual calls were always crystal clear, and better than when I call clients in my home town!

  • Tom Webster 4th December 2013 at 4:42 pm

    This is great news!! My biggest bug with the Woolwich has been their overseas call centres glad they have listened to the market. I can’t see how anyone could see it in any different light?