NATIONWIDE is bucking the trend of organisations sending their call centres overseas by opening three new UK call centres, and refurbishing two more over the last five years.

As the Swindon-based building society reaffirms its commitment to UK call centres ahead of its merger with Portman, Nationwide reveals that more than 90 per cent of consumers believe it is important that their calls are handled by a call centre based in the UK.

Additionally, nearly three quarters of adults think call handlers working in financial services companies carry out a skilled job.

There are 500 people who work at the Swindon call centre and more than 1,000 other employees at centres in Northampton, Sheffield, Swansea and Wakefield.

As many people only ever make contact with companies over the telephone, Nationwide believes it is important to listen to customers and provide the service they expect.

Over recent years the number of UK organisations sending their call centres overseas has increased.

It's estimated that around 17,000 UK financial services call centre roles are now based abroad.

Graham Beale, chief executive at Nationwide, said: "Nation-wide's call centres handle over a million enquiries each month and we are committed to retaining them within the UK.

"While many of our competitors see their overseas call centres as successful, and often more cost effective, some have brought their functions back to the UK as they believe customer service may improve.

"Our relationship with our members is core to our business and isn't something we would wish to export overseas.

"At Nationwide we listen to our customers and pledge to provide the products and services they expect over the long-term and it is important to them that we keep our call centres based in the UK."

Research from Nationwide Building Society reveals:

  • 93 per cent of people believe it is important that their calls are handled by a call centre based in the UK
  • 79 per cent of people say they would be less likely to deal with a company that used call centres abroad
  • 52 per cent of people say they would change to another provider if they found their main bank or building society had started using a call centre abroad.

More than seven out of 10 adults (74 per cent) prefer call centres in the UK as they believe:

  • They get better service
  • It's better for the UK economy
  • Their calls are answered quickly and efficiently.