Lloyds TSB is to close its call centre in Mumbai, India, following a cut in call volumes with the introduction of an automated answering service.
The news was accompanied that the bank would also allow customers to ring their local branches directly.
The bank said last year’s introduction of an automated answering system for its central PhoneBank service, which handles 2.25m calls a month, had cut the number of calls taken by contact centre staff by 26% - a much sharper reduction than the anticipated 8% fall.
This meant all calls could now be handled by the bank’s UK centres, the bank said.
Sally Jones-Evans, managing director of Lloyds TSB’s telephone banking, said: “In the past, calls went through to our Mumbai contact centre when all of our other 10 UK centres were busy.
“We have seen a huge increase in the number of customers using our new automated service, which means that 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.”
Lloyds TSB will roll out its direct dial initiative to 2,000 high street branches, beginning on Wednesday with a first tranche of 350. The roll-out follows a successful three-month pilot scheme involving 43 branches and is expected to be complete by the beginning of next month.
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