Lloyds TSB brings call centres back to the UK

Lloyds TSB is returning its outsourced call centre work back to its network of 10 centres in the UK.

Lloyds TSB employs 6,000 people in Wales. It has three banking contact centres in South Wales, employing 1,500 people and a branch network employing a similar number. Its general insurance contact centre in Newport employs 2,000 people.

Its call centre in Mumbai has been operating as an overflow for UK call centres over the past 14 years during which time many jobs were outsourced from Wales and other UK locations.

Now, a new automated answering service has been so effective that it has reduced call centre volumes by 26% - more than three times the expected reduction. This means that the Mumbai call centre is no longer needed. Staff in Mumbai will now be transferred to back office operations.