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Lloyds TSB shuts Indian call centre

Lloyds TSB is to stop routing its UK customers to its Mumbai call centre, after claiming an automatic voice response system has slashed personal calls by over a quarter.

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Lloyds TSB is to stop routing its UK customers to its Mumbai call centre, after claiming an automatic voice response system has slashed personal calls by over a quarter.

The Indian call centre will now be closed and the staff re-deployed. The bank said the automated system, introduced last summer, was initially expected to cut calls to contact centre staff by 8%, but that it had seen a 26% cut instead, meaning the 180 Mumbai staff were not needed to answer calls.

The bank has ten UK call centres, and the Mumbai centre was operated as a call overflow site when the UK centres could not cope with call volumes.

Many UK customers have complained about dealing with foreign call centres, claiming there are language problems and a lack of local knowledge about services and products.

But Lloyds TSB is adamant the end of re-routed calls to Mumbai is purely down to technology efficiencies.

The bank is also introducing a phone service next month to allow customers to ring their branch direct, further reducing call centre traffic.

It has been reported that the Mumbai staff will be re-deployed to other back-office functions. The bank announced it would be closing its Peterborough processing centre last month, with the loss of 245 jobs. Some of this work may be handled by some of the Mumbai staff.

Lloyds TSB to close Peterborough processing centre

Comment on this article: computer.weekly@rbi.co.uk

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