Business Process Outsourcing News and Information

British banking giant Lloyds TSB is pulling out of India’s Mumbai based call centers. This is only for voice processes and does not include back office and other transaction processing work. The bank’s Mumbai center is estimated to have around 3000 employees there out of which 600 odd were occupied with voice processes. The decision came after 400,000 customers signed a petition complaining that they were unhappy with the quality of customer service from the Indian call centers. Lloyds TSB Group Union however has welcomed the move by saying that outsourcing calls to India had proved "a costly failure".

Hmm...Natwest, Lloyds TSB’s competitor now has to find some other marketing way as it has been promoting its services as ‘UK-only call centre’ services. Last year, Powergen, also have shut down its Indian call center because of customer dissatisfaction.