The second phase of HSBC’s global call centre in Swatar, which in total cost e12.5 million, was yesterday inaugurated by Prime Minister Lawrence Gonzi and Investment, Industry and IT Minister Austin Gatt.
Dr Gonzi, accompanied by Mrs Gonzi, was met by HSBC Malta chairman Albert Mizzi and CEO Shaun Wallis and the staff at the centre, which employs the equivalent of 520 English speaking, specially trained full timers. The centre was originally only going to employ 220, but this extension now means that HSBC is the largest employer in Malta in the financial services sector.
Dr Gatt said the company pays out some e8 million in salaries yearly. “It makes me wonder. There were people in this country who were against the privatisation of Mid-Med Bank, the Freeport and Smartcity, but these figures speak for themselves,” he said.
He also revealed that the government was close to striking a deal with a Swedish IT call centre to set up shop in Malta. “This government is reaching uncharted heights and a record of around Lm1 billion in foreign direct investment was made during the last year alone,” he said.
The Prime Minister, buzzing as usual, said simply; “This is what it’s all about.” He continued: “We attracted you here and you enjoyed a positive experience and decided to invest more money. It’s all about translating policy into jobs and I think we have succeeded in that,” he said.
He said he felt extremely proud to be standing in the middle of such a state of the art call centre, where the emphasis is on enjoying your work and finding that happy medium between responsibility at work and honouring home commitments.
However, he said, the government was also trying to help people do that and reminded those present that the government is offering one-year tax holidays for mothers who return to work after giving birth.
“From the start, we identified the financial services sector as one that could grow. I am pleased with the growth we have achieved. Currently, this sector contributes 12 per cent to our gross domestic product, but by 2015, we want to see that percentage rise to 25 per cent,” he said.
Dr Gonzi closed by saying that HSBC was an important strategic government partner and that their decision to invest in Malta sends out a very strong signal to other potential investors.
Mr Wallis told Dr Gonzi and Dr Gatt that the call centre handles about 250,000 of calls per month, the equivalent of 18 per cent of HSBC UK’s telebanking calls.
Annual operational costs amount to about e11 million per year, covering third party service provision, utilities and other operational expenditure, salaries and services for which HSBC UK pays HSBC Malta, including the local service charge.
The call centre features bright and airy offices, a training centre, an underground car park, a pilates room, a fully equipped gym and a modern canteen.