Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Joey Chan
Senior Channel Infrastructure Manager
Laura Cameron-Crichlow
ONQ Brand & Marketing Consultant
Beril Gürkan
Deputy Director of Contact Center
Yassed Satria
Assistant Manager

News : HSBC UK Launches New Voice-driven Technology

#contactcenterworld, @hsbc_uk

London, UK, Oct, 2020 -- HSBC UK has begun the introduction of a new voice-driven menu to assist its telephone banking customers, enabling callers to state their intent verbally and be directed to the correct team automatically, saving time for both customers and customer service colleagues, the bank announced.

The new service uses smart technology to recognise the reason for the call and navigates customers to the correct team for help, replacing the touch-tone menu and reducing the need for internal transfers. With the launch of the new IVR (Interactive Voice Response) system, customers will get the correct help, more quickly.

Kerri-Anne Mills, Head of Contact Centre and Customer Service at HSBC UK, said: "The introduction of the new voice-driven menu, means our customers can now tell us what they’re calling to do, as opposed to using a touch tone "Press 1 for this, press 2 for that" system, making it quicker and easier to access their bank account and any additional support at a time when they may need us most."

While HSBC UK’s previous system only recognised around 16 different specific customer queries, the new platform uses advanced speech recognition that understands natural language and the nuances of how customer queries are phrased, as well as different accents.

As well as the speech-enabling service, a brand new self-serve option will be introduced later this year, meaning that customers can report their Debit or Credit card as lost, stolen or damaged via the IVR, without waiting to be transferred to an agent, saving the customer valuable time.

As the new service is rolled out, customers will notice a new voice when they call HSBC UK. Jessica Temple, who replaces Maggie Mash after more than 23 years, will greet customers with the new phrase: "In a few words, tell me the reason for your call".

Kerri-Anne continued: "Maggie has gone beyond being a household name, she has become a household voice, answering over a billion customer calls across the last 23 years, so finding her replacement wasn’t an easy task. Jessica, alongside the introduction of voice-driven technology, will improve the experience for our customers and help us support those with the greatest needs quickly."

#contactcenterworld, @hsbc_uk

Posted by Veronica Silva Cusi, news correspondent

About HSBC UK:
Company LogoHSBC Holdings plc is a public limited company incorporated in England and Wales in 1990, and headquartered in London since 1993.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company Profile Page

Today's Tip of the Day - Team Days

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

Published: Friday, October 16, 2020

Printer Friendly Version Printer friendly version

2023 Buyers Guide Certification


Contact center quality assurance training and certification

About us - in 60 seconds!

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =