In June this year we recruited foreign language speakers to join our Onboarding Team and take foreign language calls. We now have staff who speak Mandarin, Cantonese, Spanish, French, Italian, and Russian within the team, which allows us to speak to customers in their native language.
In particular, Deva and Alison cover our inbound line taking calls from our Asian students and regularly receive positive feedback from customers stating how impressed they are at being welcomed to HSBC UK by someone speaking their own language. This also allows customers to gain a better understanding of the process when speaking in their mother tongue, and goes a long way in providing Superior Customer Service.
Our Onboarding Team have been nominated for the Customer Service Award at the forthcoming WCCF Awards, we wish them luck!
