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| The after-hours demands of banking | The after-hours demands of banking |
| (about 2 hours later) | |
| By Clare Davidson Business reporter, BBC News, Leeds How does it feel to be working while most people are sleeping? In the second of a series following those who drive Britain's 24-hour society through the small hours, we visit an all-night call centre. | By Clare Davidson Business reporter, BBC News, Leeds How does it feel to be working while most people are sleeping? In the second of a series following those who drive Britain's 24-hour society through the small hours, we visit an all-night call centre. |
| Arriving at First Direct in Leeds, the largely empty car park is ill-lit against the night sky. The reception to the firm - HSBC's 24-hour phone banking arm - seems small, with its limited number of red and white chairs. | Arriving at First Direct in Leeds, the largely empty car park is ill-lit against the night sky. The reception to the firm - HSBC's 24-hour phone banking arm - seems small, with its limited number of red and white chairs. |
| But entering the open plan office, purpose-built in 1994, the sheer scale of the area is hard to digest. The desks alone cover 11,592 sq m, and it feels more like an aircraft hangar than a bank. | |
| On the night shiftIn pictures | On the night shiftIn pictures |
| International flags are dotted throughout, reflecting HSBC's global reach, while desks are personalised with photos and well-wishing messages. | International flags are dotted throughout, reflecting HSBC's global reach, while desks are personalised with photos and well-wishing messages. |
| But conspicuously absent are workers. | But conspicuously absent are workers. |
| Except for two separate corners that hum with activity. People with headsets tap away on computers while talking to customers, as coloured numbers tick up and down on TV screens indicating call volume and service level. | Except for two separate corners that hum with activity. People with headsets tap away on computers while talking to customers, as coloured numbers tick up and down on TV screens indicating call volume and service level. |
| By midnight fewer than 20 people will field all incoming calls from customers worldwide until the day staff arrive. | By midnight fewer than 20 people will field all incoming calls from customers worldwide until the day staff arrive. |
| Hands-on parent | Hands-on parent |
| It is by working at night that Shaun Holmes, 37, can see his three children and avoid expensive childcare. So after his wife Leslie has finished her day's work and his children are in bed, he answers banking queries. | It is by working at night that Shaun Holmes, 37, can see his three children and avoid expensive childcare. So after his wife Leslie has finished her day's work and his children are in bed, he answers banking queries. |
| "The whole point of having kids was to bring them up ourselves," says Shaun, crossing his arms. | "The whole point of having kids was to bring them up ourselves," says Shaun, crossing his arms. |
| Half way through a recent training scheme his children kicked up a fuss because he could not collect them from school. | Half way through a recent training scheme his children kicked up a fuss because he could not collect them from school. |
| "They wanted to know when I would return to my 'normal' night hours," he says. | "They wanted to know when I would return to my 'normal' night hours," he says. |
| Human connection | Human connection |
| For anyone who likes to talk, this is a good job. Shaun Holmes, customer service operator, night team But the work is not just a way to pay the bills and enable him to see his children. For Shaun, who started seven years ago in the mail room, the customers are the best part of the job. | For anyone who likes to talk, this is a good job. Shaun Holmes, customer service operator, night team But the work is not just a way to pay the bills and enable him to see his children. For Shaun, who started seven years ago in the mail room, the customers are the best part of the job. |
| "For anyone who likes to talk, this is a good job. No two days are the same. And because people are calling at night you develop a connection with them." | "For anyone who likes to talk, this is a good job. No two days are the same. And because people are calling at night you develop a connection with them." |
| As Shaun completes a conversation with a customer, it is easy to see why a caller would find him engaging. | As Shaun completes a conversation with a customer, it is easy to see why a caller would find him engaging. |
| "Sometimes you find someone has called and it has turned into a conversation and you think - I must find a way to talk about banking," he laughs. | "Sometimes you find someone has called and it has turned into a conversation and you think - I must find a way to talk about banking," he laughs. |
| Many night calls come from overseas customers based in different time zones, as well as people on holiday wanting to know how much they have spent. | Many night calls come from overseas customers based in different time zones, as well as people on holiday wanting to know how much they have spent. |
| Varied | Varied |
| The volume of calls at night is far lighter than during the average day. But because the team is small, each worker has to be able to answer a wider range of queries. | The volume of calls at night is far lighter than during the average day. But because the team is small, each worker has to be able to answer a wider range of queries. |
| Shaun recounts a particularly unusual call he received from a customer in London at about two in the morning. The customer had lost his wallet and had no means to get home, Shaun says, shrugging his shoulders. | Shaun recounts a particularly unusual call he received from a customer in London at about two in the morning. The customer had lost his wallet and had no means to get home, Shaun says, shrugging his shoulders. |
| "I literally searched 'black cab London' on the internet and found one that would accept advance payment with the customer's bank details." | "I literally searched 'black cab London' on the internet and found one that would accept advance payment with the customer's bank details." |
| "I assume he got home safely. He didn't call again." | "I assume he got home safely. He didn't call again." |
| Predictable | Predictable |
| But working at night takes adjusting to. | But working at night takes adjusting to. |
| As colleagues tuck into pizzas and piping hot Indian takeaways, Shaun resists. "I always have my tea before coming in," he says, explaining that when he started the job he gained weight by eating at night. | As colleagues tuck into pizzas and piping hot Indian takeaways, Shaun resists. "I always have my tea before coming in," he says, explaining that when he started the job he gained weight by eating at night. |
| But while the hours are at odds with the usual working day, at least they are predictable he says. And after a decade in the pub trade, the hours are an improvement. | But while the hours are at odds with the usual working day, at least they are predictable he says. And after a decade in the pub trade, the hours are an improvement. |
| For many nightworkers eating pizzas and junk food is commonHe ran two pubs starting with The Waggon & Horses in Drighlington but it came at a price. "I worked seven days a week," he said. | For many nightworkers eating pizzas and junk food is commonHe ran two pubs starting with The Waggon & Horses in Drighlington but it came at a price. "I worked seven days a week," he said. |
| When his first child Conor was young there were times when he barely saw him. | When his first child Conor was young there were times when he barely saw him. |
| In contrast, what First Direct offers - including an annual salary of £21,000 and a bonus that can reach £1,500 - is decent, he says. | In contrast, what First Direct offers - including an annual salary of £21,000 and a bonus that can reach £1,500 - is decent, he says. |
| Socialising | Socialising |
| Both Shaun and other colleagues reiterate that they enjoy seeing colleagues outside work. | Both Shaun and other colleagues reiterate that they enjoy seeing colleagues outside work. |
| I suspect it would be more dilute if I worked during daytime hours James McNamara, customer service operator, night team | I suspect it would be more dilute if I worked during daytime hours James McNamara, customer service operator, night team |
| After a full night shift Shaun recently went directly to play golf with colleagues. | After a full night shift Shaun recently went directly to play golf with colleagues. |
| Staff concur that because the teams are smaller outside core hours, they get to know each other better. | Staff concur that because the teams are smaller outside core hours, they get to know each other better. |
| "I suspect it would be more dilute if I worked during daytime hours," says James, a business student who works part-time. | "I suspect it would be more dilute if I worked during daytime hours," says James, a business student who works part-time. |
| Real aims | Real aims |
| The firm is always trying to find ways to engage staff, says night manager Julie Eason, and workers agree. But much of the work is nonetheless repetitive. | The firm is always trying to find ways to engage staff, says night manager Julie Eason, and workers agree. But much of the work is nonetheless repetitive. |
| Shaun shrugs when asked what he'd like to be doing longer term. | Shaun shrugs when asked what he'd like to be doing longer term. |
| It is close to midnight and a near-by TV screen reads 98% - denoting the rate of calls answered within target. By morning it is likely that he will have answered more than a hundred calls. | It is close to midnight and a near-by TV screen reads 98% - denoting the rate of calls answered within target. By morning it is likely that he will have answered more than a hundred calls. |
| "Once Ella - the youngest - gets to secondary school then I have the question what do I really want to do," he says somewhat puzzled. | "Once Ella - the youngest - gets to secondary school then I have the question what do I really want to do," he says somewhat puzzled. |
| Until then he has more immediate concerns. | Until then he has more immediate concerns. |
| He will get home and make sure his children have all had breakfast before taking them to school. And, when the house is quiet, he'll go to bed. | He will get home and make sure his children have all had breakfast before taking them to school. And, when the house is quiet, he'll go to bed. |