From Pine View Farm

On-Shoring, UK Style 3

Bringing customer service back home:

Lloyds TSB, the UK’s biggest provider of current accounts, is bowing to customer demands and moving calls back to the UK from a service centre in India.

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.



  1. Karen

    March 3, 2007 at 8:35 pm

    Hmmm. Maybe other companies will get the messaqe & do the same!

  2. Frank

    March 3, 2007 at 9:42 pm

    Hope so.

  3. Opie

    March 3, 2007 at 10:50 pm

    I think I’ve told the story before about the Indian guy who opened some call centers in India and eventually decided to open some here in the US.

    BUT… on the other hand, I have had a opie-inion piece on these matters brewing for some time and I think I will do it this weekend.