New Delhi: UK's largest provider of consumer loans Lloyds TSB has decided to close its call centre in Mumbai. But the firm said that back office work will still be outsourced to India.
With the introduction of an automated answering service, the number of calls handled by call centre staff had reduced by 26 per cent.
"As a result, all calls are being comfortably handled by the staff in UK centres without the need to pass overflow calls to the contract center in Mumbai," PTI quoted a bank statement saying.
Lloyds TSB said that calls had previously only been directed to Mumbai when its UK operators were busy and denied that customer dissatisfaction led to close the centre.
The Lloyds TSB Union Group had claimed that 400,000 customers had signed a petition against their financial services being handled abroad and that the Mumbai call centre had been a "disaster" for the bank because of customer dissatisfaction.
"The number of overflow calls going into Mumbai has been steadily reducing and it has now got the point that all calls are being comfortably handled by our staff in the UK," Sally Jones-Evans, managing director of telephone banking, was quoted as saying.
Lloyds' Mumbai center is estimated to have around 3,000 employees performing a range of back-office duties, including 600 answering customer calls. The bank didn't say if they would be moved to other back-office jobs.
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