Bringing customer service back home:
The bank will even allow all of its current account customers to ring their local branches instead of a call centre in India which unions claim is unpopular.
This marks a U-turn for the bank which has routed its calls through India since 2004.
By allowing customers to call branches directly, Lloyds is also beginning to unravel a policy which began in 1994 when it opened its first call centre.
Maybe it’s a trend.