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News : Barclays Shifts Call Centre Operations to UK from India Due to Covid Crisis

#contactcenterworld, @Barclays

London, UK, April, 2021 -- Barclays has shifted some call centre operations to the UK from India as staff there struggle to cope with the ongoing Covid-19 crisis.

Chief executive Jes Staley said the bank employs 20,000 people in India but many have been forced to stay at home to look after family members as the country’s death toll soars.

He added that the flexibility shown by employees throughout the pandemic also means the company is unlikely to need so much office space – following in the footsteps of rival banks which have implemented hybrid working.

A review of its offices is under way, and Mr Staley said he expects to see a hybrid working model in the future.

High street branches will remain, but they too will continue to come under pressure as more customers continue to shift to online banking.

On the ongoing crisis in India, Mr Staley said: "India is very important to the bank and there is extraordinary hardship going on there right now.

"We were very mindful that a number of employees need to stay home now, they’ve got family that are sick that they need to take care of.

"We are making payments, but allowing them to help their families manage through this pandemic. It’s a very tough place right now."

He added that Barclays has sent money via its charitable foundation to support the efforts in the country, and moved some work back to the UK.

He said: "One of the shifts was on our call centre people in the UK, to help us with the burden that was experienced in India.

"They were taking more calls and working longer hours in trying to make sure that we were servicing our customers during the course of Covid-19.

"Our people in our branches really stepped up. Historically we have not used branch personnel to take incoming call centre calls.

"We went to all of our branch personnel said ‘Would you mind, if you’re not busy, letting us direct a call to a call centre to you in the branch to help a consumer?’ and people stepped up right away, and that’s an exercise we will continue, even past the pandemic."

The quietness of branches has reduced in recent weeks, as the UK’s Covid restrictions ease, with Mr Staley reporting an increase in footfall.

But he added: "We have 11 million customers that bank almost exclusively online with Barclays and nine million bank through their mobile telephone.

"So, that means that the use of branches is slowing down.

"We’ve been slowly reducing our brand size, being very mindful of where we’re the last branch in town or whether there’s an alternative nearby, working with the communities that we’re in.

"But I think there is still this move that you’ll see where people are engaging with us digitally and online, therefore, the need for branches will go down and we need to reflect that in our cost structure."

On office space, finance chief Tushar Morzaria said: "We have a lot of general office space, and we’re reviewing whether we still need all of that office space, but if we do, how would we best utilise it. We definitely don’t need all that office space."

Mr Staley is keen to get employees back to the office, saying 20,000 had gone in to work during the pandemic – including call centres, trading desks and branches – and that staff surveys show workers want to return.

But he said he recognises that flexibility is the way forward.

"As we looked at the pandemic, everybody was surprised that we could run a bank of this complexity with some 50,000 people working from their kitchen tables," he said.

"I think flexible working is here to stay. I think that helps around diversity issues, but the bank’s main office in Canary Wharf is not going away, nor is our main office in New York, and I think we’ll continue to have an increased level of staffing (in offices) as we go through June and July."

#contactcenterworld, @Barclays

Posted by Veronica Silva Cusi, news correspondent

About Barclays:
Company LogoBarclays is a financial services group, with a significant international presence in Europe, the USA, Africa and Asia. It engages primarily in banking, investment banking, and investment management. It has been involved in banking for over 300 years; operates in more than 60 countries; and employs more than 110,000 permanent colleagues (including 32,500 at Absa).
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Today's Tip of the Day - Engage Your Agents!

Read today's tip or listen to it on podcast.

Published: Monday, May 3, 2021

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2021 Buyers Guide IVR

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Computer Data Services, LLC

Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870


Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511


MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

Nuxiba Technologies

Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.

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