Lloyds TSB returns call centres to Britain

Lloyds TSB has announced that customers will no longer be put through to call centres based in India.

Previously, callers were directed to centres in Mumbai when Lloyds TSB call centres in Britain were too busy to take the call.

Now the bank has introduced new technology in the form of a voice recognition system that allows customers to perform simple transactions over the telephone without actually needing to speak to an operator.

According to Lloyds TSB spokeswoman Sally Jones-Evans, this has proved popular with customers and reduced call volumes by over a quarter.

She said: the bank has seen “a huge increase” in the number of customers using the automated service, reducing the number of overflow calls going into Mumbai.

“It has now got to the point that all calls are being comfortably handled by our staff in the UK,” she added.

Finance sector union Amicus told Independent Television News the union was pleased with the bank’s decision.

Amicus representative, Susan Worsley said Amicus “welcomes the decision by Lloyds TSB to capture these benefits by continuing to invest in the future of its’ UK staff”.

© Adfero Ltd

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