The second phase of HSBC’s Global Call Centre in Malta was officially opened last Friday by Prime Minister Lawrence Gonzi, in the presence of Investment, Industry and Information Technology Minister Austin Gatt, HSBC Malta chairman Albert Mizzi and chief executive Shaun Wallis.

HSBC first announced this venture during the Commonwealth Business Forum held in Malta in the autumn of 2005. Initially planned to employ between 200 and 220 people, today the HSBC Global Call Centre employs the equivalent of 520 English-speaking and specifically-trained full-timers to support customers of HSBC UK and complementing HSBC’s other Global Call Centres in Asia and the UK. HSBC is now the largest employer in Malta in the financial services sector.

Described as a “child prodigy already evidencing best-in-class traits” by HSBC Group general manager Tony Mahoney, the Swatar Call Centre has been increasing its intake of calls since its launch in October 2006 and now takes around 18 per cent of HSBC UK customers’ telebanking calls.

The transformation of the disused former supermarket building into a fully-fledged and fully-operational call centre has seen an investment of €12.5million for refurbishment and state-of-the-art technology, including telephony and video-conferencing facilities, all contracted and supplied locally.

Annual operational costs amount to around €11 million per annum, covering third party service provision, utilities and other operational expenditure, salaries and services, for which the HSBC UK pays the HSBC Bank in Malta, including a local service charge.

With the belief that employees are the most valuable asset of the company, HSBC has also implemented exemplary workplace policies, to contribute toward its employees’ work-life balance, and to attract the best talent to the bank. The call centre operates from bright and airy offices, a training centre and 89 underground parking spaces. The staff enjoys free modern gym facilities, a Pilates room and a modern canteen, all set up specifically for employees to enjoy flexible working hours and a healthier lifestyle.

The HSBC Global Call Centre aims to be the best place to work, by recruiting people, including housewives, students and older people, for whom it makes perfect sense to work at a call centre because of the flexibility it allows them to experience their job as being complementary to their personal lives rather than solely as a financial means to an end.