London: Dissatisfaction with overseas call centres, including some in India, could see major UK firms such as banks bringing their telephone operations back to Britain, a survey said today.
According to unions and some experts, cultural misunderstandings and concerns over the quality of service from offshore call centres are forcing companies to rethink their strategies.
The survey by analysts Mintel found that 82% of people questioned indicated they would rather not speak to someone in an overseas call centre when discussing their financial affairs.
More than four out of five adults questioned were worried about the increased potential for account misunderstandings, while security fears are also a genuine area of concern for three-quarters of consumers, even though there is actually no evidence that security problems at offshore call centres are any worse than in their UK counterparts.
However, Ann-Marie Stagg, chairwoman of Call Centre Management Association, said the broad opinion was that overseas operations were still viable.
Over the past 12 months, a number of banks, financial services and utility companies have ‘repatriated´ their call centre services to the UK from India.
Abbey, NatWest, Lloyds TSB and Aviva have all taken the move, along with Powergen.