Here is an interesting HSBC article from London:
Britain’s biggest bank is diverting poorer customers to foreign call centres while more profitable clients are dealt with in the UK. HSBC has admitted filtering calls from its 8.5million customers with current accounts and transferring them after assessing factors such as monthly income and credit rating.
The number of products an individual has with the bank, and the way in which each manages their money, are also taken into account. Customers are then graded on a scoring system. Their ranking is accessed as they give their account number when calling the bank. Although customers with Premier and business accounts are connected to call centres in Britain, those with lower scores are likely to speak to staff at call centres in India, Malta, the Philippines or Malaysia.
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